5 Characteristics of Closed Loop Customer Feedback Management
If you want increased customer retention and happier customers, know the 5 characteristics of a closed-loop customer feedback...
Six Steps for Taking Strategic Action on Voice of the Customer (VoC) Feedback
Taking strategic action on Voice of the Customer survey results is integral to achieving customer experience transformation.
Advice from a Customer Experience Practitioner About Customer-Centric Cultures
Tips from Jeff Valentine about how to improve customer experience and create a customer-centric culture.
Customer Experience Transformation Lesson: Involve the Backstage
To manage and improve customer experience, it's important to focus on the entire organization and aim for a customer-centric...
The New Reality of Customer Experience Care
Instead of focusing on higher customer satisfaction scores alone, work on customer experience, employee engagement, and better...
Earn the Right to Customer Feedback and Insight
Here are four things to remember before sending client satisfaction surveys, to make sure your customer feedback is earned.
The Last Mile of Customer Experience Improvement is Taking Action on Customer Feedback
Responding to customer feedback is often the most challenging part of any customer experience strategy.
Seven Practices of a Customer-Centric Organization: The Role of Employees
Based on our 2011 Employee Engagement Trends report, this four-part series examines the seven practices that differentiate a...
Seven Practices of a Customer-Centric Organization: Caring Enough to Ask
This series examines what differentiates a customer-centric culture from a company-centric one. This time, we're examining...