A customer journey map presents a visual representation of the steps your customers take when engaging with your company. Discover more here.
Every business should strive to improve its Net Promoter Score. We’ve compiled 7 of our favorite strategies for improving your net promoter score.
Behavioral insights help you understand what customers do so you can make decisions about what the business should do. It’s that simple. Or it would be if it weren’t for the enormous complexity of behaviors and how they interact with each other. That’s why this discipline has become so important, especially since the exponential lift in digital interactions these past few years.
Social media listening in the context of customer feedback, describes all the tools and solutions that let brands listen to what’s being said on social media platforms, convert this content into insights and trends, and make decisions that impact the business.
Effective customer retention can be more beneficial to your business than new customers. Discover our essential customer retention strategies you can adopt.
Digital diaries: Join your customer on their journey In the large toolbox of feedback techniques, the diary study holds prime position. Why? Because it’s the one technique that really lets you see the world as your customers see it. In the moment, in the right context, at the right time. Most other techniques rely on some level of recall, but diary studies record customers’ opinions and feelings […]
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 […]
Data storytelling refers to the use of data to create a narrative and tell a story. Read our guide to learn how you can effectively tell a story with your data.