Gauge Happiness Levels with this Customer Satisfaction Index Calculation

Having a successful business takes hard work and commitment. There are no guarantees. In addition, it is equally important to know your customers and your market to ensure the success of your business. Lucky for you, there is something called the customer satisfaction index calculation, and it may be the answer to your prayers. The

The Top 6 CX Articles of the Week

Welcome to another weekly roundup! Inside, you’ll find the biggest customer experience trends you should prepare for, the best way to draw a customer journey map, and some insights on where customer experience and virtual reality collide.   1. 2016: The Year of Customer Experience This Social Times Magazine writer had an amazing revelation, of how

Great Video: From Service to Experience

“Customer experience was once customer service, and then it started to expend beyond the one-on-one interaction you have with people.” I could have summarized this short yet great video, but this quote by customer service experience expert Shep Hyken does it best. In the video, Hyken goes over the evolution of customer experience, from customer

Test Yourself – How Much Do You Know About Customer Experience?

Customer experience is a tricky business. If you want to do it well, you must really understand what you’re doing. With customer experience being an ever-evolving ecosystem, it’s important to keep learning, even when we think we already know enough. The problem is that improving ourselves can be hard, and sometimes even boring. So we

10 Companies with an Oscar – Worthy Customer Experience Strategy

The Academy awards are getting closer, and all the “Oscar Buzz” got me thinking… Sometimes, I get the feeling that we’re too busy criticizing companies for their customer experience, that we forget to praise them. Is that the best way to enhance CX and encourage innovation? I doubt that. Therefore, in the spirit of the

4 Critical Stages of Customer Experience Journey Mapping to Maximize ROI

According to research conducted by CEB, 94% of customers who have a low-effort customer service experience will buy from that same company again. Customer experience journey mapping offers a powerful tool to understand and enhance that experience, and ultimately increase revenue. A successful CX journey map demonstrates how the customer views the entire experience from