226 results found
It takes two: understanding customers through big and small data The terms “Big Data” and “Small Data” have become popular buzzwords over the past five to ten years. Yet, it’s not always clear what either of these terms means or how they help us better understand our customers. Big Data is data created in untold […]
Brand Experience represents the emotional, cognitive & behavioral experience that consumers have when interacting with a brand. Read to learn more.
What is customer feedback and why is it important? What is customer feedback and why is it important How do you know you’re doing everything you can to put your customers at the heart of your business? Simple… ask for customer feedback. Find out if your customer-centric efforts are worth the trouble and if they result in higher satisfaction and loyalty. Discover what’s really annoying to your customers and how can you resolve their issues to stop […]
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.
The Net Promoter Score, or NPS®, enables organizations to get a clear view of the health of their customers’ loyalty. Used widely across the globe, Net Promoter Score has become a key metric in customer engagement since its launch in 2003. It offers a model that links customer loyalty to financial KPI’s and profitable growth.
What is customer experience management? Customer experience management (CEM or CXM) is the combination of all your organizational processes that are aimed at monitoring and improving your customer experiences at each touchpoint, across all channels. Good CXM is a differentiator for your business, as customers demand more and more from your products and services. Because of its key role in putting your […]
What is customer success – the ultimate guide What is customer success? Customer success is a method for ensuring customers reach their desired outcomes when using an organization’s product or service. (Gartner). Alternatively, it’s a long-term, scientifically engineered, and professionally directed business strategy for maximizing customer and company sustainable proven profitability. (Customer Success Association) At Forsta, we consider customer […]
Content The evolution of CX tech: From passive to proactive The tangible proof: How CX tech directly impacts business outcomes Actionable takeaways: How to prove your CX program’s value CX tech is no longer optional—It’s business-critical Despite all the buzz around delivering a positive customer experience, some still see Customer Experience (CX) management as soft […]
What is customer experience management software? CEM software – or Customer Experience Management software – refers to the suite of software solutions that help organizations monitor their relationships with their customers, analyze the insights from feedback and other relevant data (e.g. behavioral, purchase history), and take action in order to improve the customer experience. Does CEM […]
Employee empowerment is vital to CX success The Age of the Customer. Customer Obsession. Customer Centricity. Whatever you want to call it, we know that this day and age companies must deliver experiences that truly meet customers’ ever-increasing expectations. We sometimes forget, though, that it’s not the “company” delivering the experience to the customer, it’s […]
