Your Employees Will Thank You for Caring About the Customer

When companies work on improving customer experience, they are typically focused on retaining customers and providing financial benefit for their shareholders. However, there’s another stakeholder group that benefits from customer experience improvement efforts – employees. A well-designed customer feedback program can provide just as many benefits to employees as it does to your customers and […]

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5 Ways Your Measurement Program May Be Hurting Customer Experience

Whether you currently have a customer experience measurement program in place today or are considering putting a program in place, it’s critically important to understand one important rule: Measurement is not enough. It doesn’t matter if you have the latest and greatest outcome measure like NPS, WoMI, or CEI. It doesn’t matter if you have […]

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