Customer Experience Analytics: Everything you need to know

Customer Experience Analytics is the key to ensuring a smooth customer...

The art of making customer experience easy

In 2015, I saw the future one Friday morning on Cromwell Road in London. The...

a Pink cocktail of Barbie, differentiation theory and behavioral research

Today's CX blog is a pink cocktail mixed with Barbie, differentiation theory,...

Strengthening your customer relations is essential for your business growth

In a world where customer expectations are continually evolving, businesses...

What is Customer Experience and why does it matter?

In its essence, Customer Experience (CX) is about the relationship between a...

What is Customer Experience Management?

Understanding and implementing effective customer experience management in your...

Why is customer experience important?

Many companies have started working on improving their customer experience...

What is CSAT and why is it important?

If you want to work with customer satisfaction in your company, the Customer...

Why is customer engagement important and how to improve it?

What are engaged customers, and why is it important to focus on customer...

Guide: 7 steps to create an effective Customer Satisfaction Survey

Customer satisfaction surveys are an important tool for measuring and improving...

Guide: What is customer experience optimization and how to do it?

In today's digital age, businesses are facing increasing competition and...

Improve your customer experience with synchronized insights

Companies have come to realize that improving customer experience leads to good...

How to create customer journey mapping to deliver better customer experiences

If you want to drive a customer-focused change in your organization to create...

ROI: this is Why great customer experiences are key to your organization's success

While many companies focus on optimizing processes, developing new products and...

Download: All you need to know about the new NPS 3.0®

This memo "Net Promoter 3.0® – Inspiration from Fred Reichheld" gives you...

3 steps to reduce your customer churn in a b2b industry

All companies care about their customers for obvious reasons. No customers – no...

Do your ambassadors actually recommend you?

All companies care about their customers for obvious reasons. No customers, no...

5 Steps: How to Use Your Customer Survey to Build Strong Customer Relationships

Many companies today perform a customer survey to understand what customers...

Take the test: how do you perform when creating great customer experiences?

Take the test and find out how your company performs when it comes to having...

How to create changes your customers will appreciate

Is your goal to be a customer champion? The process may seem overwhelming, but...

Do you (also) not get enough out of your customer surveys?

Today, many companies get nowhere near enough from their customer surveys and...

there is a new sheriff in town!

Is it a good thing when a company gets a new, experienced CEO? Sort of,...

Don’t forget the product in the customer journey

You don’t need to study the lesson on Customer Experience for too long to be...

When did you last (re)visit your customer journey?

The work with customer journey mapping and the understanding of your customer...

The art of surveys in Paris

I am quite fond of art. Great art, for me, is when the artist knows his trade...

Standin’ on a Mountain Top

... song by Seals & Crofts. However, on this July day, the only music you can...

Why your strategy fails, and what you should do instead

The mood after the meeting of the governing board is sky-high.

Design Thinking is the key to tomorrow’s excellent customer experiences

At one of the year’s major Customer Experience conferences, CX Europe 2018,...

Machine learning makes a goldmine of your survey comments

Imagine if your company could systematically - and at lightning speed – distill...

Avoid harmful KPIs with 3 tips from behavioral psychology

I am surrounded by KPIs. The infamous Key Performance Indicators.

Deliver improved customer experiences with synchronized insights

Companies have realized that working on improving customer experience leads to...

Three hurdles to your customer segmentation

I am a frustrated fan of customer segmentation - and I really do have to share...

On positive customer experiences and superheroes

Several months ago, we were admitted to hospital with our 4-year-old son. This...

Time for an injection: Inoculate customers!

At time of writing this, I have never lost my baggage on a flight. 7-9-13. I...

The customer comes first - if your employees are properly motivated!

I was in the middle of observing the staff at a Waitrose supermarket in London....

On worn-out running shoes and omnichannel customer experience

What do my worn-out running shoes, marathon training and a visit to Stockholm...

Where do the results of your customer surveys end up?

Customer Insight Manager. Customer Intelligence Specialist. CXO. Head of...

Can disruptions and customer focus go hand-in-hand?

A few months ago, I displayed some rather suspicious behavior in a number of...

What is good Customer Centricity?

The cabin is stuffy with impatience, wrinkled shirts and cell phones in flight...