I went shopping this weekend, visiting all types of stores, both brick and mortar and online. My in-store customer experience was all over the place — from a home improvement..
I was recently in a new client’s office discussing the merits of using Net Promoter Score (NPS) or Top Box Overall Satisfaction (OSAT) as the key customer experience metric. That..
You've painstakingly crafted your brand, your organization lives and breathes its values, and customers are responding to its message. During these uncertain times protecting that..
Mystery shopping is done by trained professionals. When you hire a reputable mystery shopping organization, they have high standards in recruiting and educating their mystery..
A pulse of Employee Wellness should be part of an ongoing cycle of understanding your Employee’s experience and journey within your organization. There is an opportunity to put..
"As contact centers push to shrink cost and increase efficiency in light of increased consumer demands, live chat is seeing a resurgence as a go-to customer support channel."
The Service-Profit Chain is a theory and business model evolved by a group of researchers from Harvard University in the nineties. Simply, brands that invest in their people see..
The plethora of data can be overwhelming. How can you find the ROI in your camera, beacon, and customer experience data assets? Try these three tips to get started.
