Results for : CX

Use it or Lose it: Personalization in Practice

As the CEO of TriedBlu Consultancy and a tech-savvy consumer, John understands the importance of personalization in today's world. A passionate advocate for using technology to improve the customer and employee experience, he has over 20 years of experience working with companies of all sizes to implement innovative solutions that…

Personalization Dangers: Can You See Me?

Imagine this, you’re sitting at home scrolling on the internet, looking for a better way to clear your skin and thin the fine wrinkles at the corner of your eyes. You’ve been looking for a reputable brand, researching the reviews, noting any complaints on Better Business Bureau, and making sure…

NPS: Turning Detractors Into Promoters

A month ago, my car was rear-ended while it was parked outside of my house. There was no note, no knock on the door -- just a frustrating mess. I dealt with the police, the collision shops, and, like a reasonable policyholder, I connected with my insurance company and sent in…

The Right Decisions for Customer Loyalty

Having all the right data is just the first – albeit very important – step to managing your customer experience. You've taken the time to gather customer satisfaction scores, Net Promoter Scores, and other key metrics to really understand your customers' needs and behaviors along their customer journey. So how…

Building a Better VoC Program

"We hear you." "We're listening." "We get you." Marketing departments have churned out so many variations on this phrase that the very concept now borders on the cliche. Practically every business says that they are genuinely "listening" to their customers and "hearing" their legitimate concerns, but what does that really…

How Marketing Can Boost CU Member Retention

If you work in the credit union space, you’re probably well aware of the importance of member retention. And if you’re not, you should definitely read our previous pieces explaining why retention is even more important than new member acquisition, and looking at the most common reasons that members leave…

What Makes Credit Union Members Leave?

Members are the lifeblood of any credit union. A high amount of member loyalty tends to bode well for the health of a credit union, while constant churn and poor retention rates can be harbingers of doom. In our last piece from this series, we examined why member retention is…

Why Sentiment is Key to CX Analysis

Customer experience analysis, or CX analysis, involves studying the ways in which potential and existing customers interact with your brand. Learning how your customers behave, what they like and dislike about your brand, and many other key details can give you the information needed to build customer loyalty and even…

Looking Back: Measuring Company Success

When trying to evaluate “success,” there are a million different key performance indicators (KPIs), stats, and figures that companies can use as yardsticks. It’s easy to focus on pretty numbers that mask hard truths, or view data in isolation so that things look great with a small sample size but…

The Only CX that Matters (to Cats)

Dear human, In recent years, the term CX has come to dominate the business communications space. CX, which supposedly stands for "Customer Experience," is used to refer to how a business engages with its customers at every point of their buying journey. But is that what CX really means? Nope!…

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