Satisfied customers will drive your business. Your task is to improve your customers’ experience. Here's a look at how to measure it. According to a study by consultancy Walker Information, customer ...

A customer experience maturity assessment is a great way for organizations to identify areas for improvement and get a leg up from competitors. A customer experience (CX) maturity assessment is a ...

According to a 2014 Gartner survey on marketing’s role in customer experience, 89 per cent of marketers expect to compete primarily on the basis of customer experience by 2016. They believe that ...

While the success of your social media presence is often measured in marketing terms like engagement and reach, the impact of social media interactions on the customer experience is often overlooked.

Decibel says that CRO (click rate optimization) is a limited way of measuring engagement. Today, they backed up their views with a new digital experience scoring solution. Here's the context behind ...

Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a ...

Companies are increasingly aware that customer experience (CX) drives both sales and loyalty, and many are trying to measure the CX they provide. It’s hard to improve CX if one has no metrics to ...

Your past experience provides a framework for thinking about the future. You can draw on that experience to gain perspective and avoid repeating mistakes. But measuring your future success by the ...

We have a strange verb in the English language, the verb 'to know,' that lumps together the facts we've learned in books and the Ahas! we experienced in the stories that make up our most vivid ...