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CX Metrics

Top 3 Reasons why most NPS programs miss the mark in delivering business outcomes

by Nate Barham
nps-outcomes

The NPS program lacks insight into what exactly drives customer experiences The NPS program lacks the tools to turn data … Read more

Categories Best Practices, CX Metrics

Measuring Customer Experience Impacts Revenue Growth………..…Right??

by Rebecca Mitchell

Nowadays most companies are measuring CX, however most companies are not necessarily impacting revenue based on CX… “Despite the priority … Read more

Categories CX Metrics

UX in a CX Context: “Seeing the Wood for the Trees”

by Jeff Carruthers

The difference between CX & UX   Whilst User Experience (UX) and Customer Experience (CX) are very similar concepts, the … Read more

Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider

When Personal Best is Not Enough! The Missing Competitive Link in NPS.

by Jeff Carruthers

“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it … Read more

Categories Customer Experience Management, CX Metrics, Resonate Insider

Customer Journey Maps – From Sticky Notes to Sticky Customers!

by Jeff Carruthers

As the world of CX matures, so does our use of tools and data. The humble Customer Journey Map – … Read more

Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider

Using Business Driver Data to be more Proactive with CX

by Anchalee Hasty

In today’s blog I will be looking specifically at business drivers and how you can use business driver data alongside … Read more

Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider

Net Promoter Score – Stop Obsessing Over the Score

by Anchalee Hasty

For those new to Net Promoter Score (NPS), it can be easy to fall into the trap of obsessing over … Read more

Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider

Closed Loop Feedback Empowers the Frontline

by Anchalee Hasty

What is closed loop feedback and how can it empower your frontline? Let’s see how Janet, a store manager at a … Read more

Categories Best Practices, Customer Experience Management, CX Metrics

The Limitations of Frontline Focused Feedback Programs

by Resonate

I’ve recently come to the end of a very long drawn out relocation request with my home broadband provider; and … Read more

Categories Best Practices, Customer Experience Management, CX Metrics

Net Promoter Score® (NPS) Survey Design based on Co-creating with Customers

by Resonate

Net Promoter Score (NPS) based programs are well established in many organisations and most are using the standardised question “How likely … Read more

Categories Best Practices, Customer Experience Management, CX Metrics, Resonate Insider
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