Why all CX survey scores are not equal

Did you know all CX survey scores are not equal? Not even close! In order to create a customer satisfaction survey that’s fair, there’s a number of things you have to consider – from the survey questions, to the rating system, to the collection method. In order to get...

read more

Bill Gates on the Importance of Feedback

Bill Gates might be discussing the importance of feedback for teachers, but there's an underlying message here that's relevant to anyone interested in improving their business - feedback is essential for improvement. In fact, there's some fascinating statistics, and...

read more

How to survey the Customer Journey

CXM experts agree that companies need to consider the customer’s full end-to-end journey, as opposed to isolated touchpoints, if they are truly to understand how they are performing in their customers’ eyes. According to research in the Harvard Business Review, across...

read more