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Plugging the holes with B2B International in Wolseley’s customer journey Tools used Survey design Feedback and data collection Genius and computer assisted telephone interviewing B2B selling can be a brutally competitive business. Our Forsta platform gave B2B International the insights to gain an edge with one of their clients, Wolseley UK. The challenge How to stand out with high […]
xplore the importance of customer experience in B2B and its impact on your business success.
Discover how to enhance CX and drive growth in this informative post.
How to make your Voice of the Customer programme work The path to a successful Voice of the Customer programme is well established. But how do you make sure you are heading in the right direction? Delivering industry-leading Human Experience for customers takes more than just systems of data collection. HX leaders focus on creating […]
The operational leader’s guide to HX The operational leader’s guide to HX Build systems and break silos Contents Introduction Build systems and break silos Introduction When you have a streamlined, customer- driven system of agile improvements, you can expect substantial returns. When you know how to get the best out of it, CX pays – […]
Discover how aligning your CX activities with commercial objectives can lead to bigger and better business outcomes. Learn to speak the language of leadership and achieve success with CX
Using qualitative discussions to amplify your CX program Customer feedback is often described with scores, metrics and other numbers: Net Promoter Score, Customer Lifetime Value, Overall Satisfaction… Now these are important, and the science of Customer Experience is built on robust economics. It wouldn’t be sustainable otherwise. But the quantitative is only part of the […]
Why qualitative wins: The future of human experience insights Why qualitative wins: The future of human experience insights The growth trifecta: why qualitative research is growing so fast Tell me more. And more. And more. We want the full story. The colors, the shapes, the sounds, and the feelings. It’s no longer enough to sift […]
Social Listening is a method of gathering useful data from across social media platforms. Read our guide for everything you need to know about social listening.
Churn rate is the rate at which customers refrain from continuing their business with a company. Check out our guide on how can calculate your churn rate.
Collecting customer feedback data provides businesses with key insights into their customers’ opinions.
We’ve compiled a list of 10 key methods to use.
