Managing customer feedback in real time
Managing customer feedback includes both short and long-term objectives. It involves responding to feedback as it happens and collecting and analyzing feedback from many customers to look for recurring problems and opportunities. This video explores what it takes to...
Build a Brand Advocate Pyramid
Customers are advocates for you when they positively promote your products and brand. Brand advocates, as they are often called, bring much value to your organization. As you think through the many possible alternatives for engaging with both passive and active...
Want engaged employees? Create a supporting culture
In some organizations you can feel the energy. You can just tell employees are committed and engaged. I’ve seen that seven key principles are always at work in great organizations. These organizations see both employee engagement and business returns improve. I...
Customer Experience ROI: Risks of Inaction
One of the most important things you can do as a customer experience leader is to illustrate the returns on improvements—or the costs and risks of doing nothing. My recommendation is to build a “toolkit” (repertoire) of methods you draw from. There are two categories...