Customer Experience Articles

Customer Experience

Know the value of “no!”

Oct 15, 2024

Founder are in search of “yes”. All day. Every day. That’s just how it goes. Whether you’re dealing with a potential cofounder, early employee, investor, or your first batch of customers, you are looking for the elusive “fuck yeah!”

Customer Experience

Key takeaways from customer experience leadership groups

Oct 15, 2024

Our friend Mercer Smith-Looper has been mentoring CX Leaders for years. In 2021 she opened the door and started a CX Leaders Peer Group with the goal of having CX Leaders share ideas and learn from each other. In this post she shares the key trends, hopes, fears and dreams that come up during these group sessions.

Customer Experience

KPIs and business practices in the time of Coronavirus

Oct 15, 2024

The other day, I had a really trying conversation with an online retailer. I’d tried to purchase something and, in the crossed wires of COVID-19, the package never arrived.

Customer Experience

How to create customer service management strategies

Oct 15, 2024

Customer service management (CSM) refers to how companies facilitate customer interactions. Here’s how your CSM strategy can improve your customer support.

Customer Experience

Customer experience leadership at the table

Oct 15, 2024

Starting a CX team from scratch? Program Director Kyle Medutis shares three steps to building a solid relationship with product teams and getting customer pain points on the roadmap.

Customer Experience

7 tips to make your one-on-one worth your time

Oct 15, 2024

How many times have you canceled a one-on-one with your manager? How many times has your manager postponed yours? How many times have you rescheduled one with an associate?

Customer Experience

CX lessons learned during the pandemic

Aug 13, 2024

While experiences of this global pandemic vary between (and even within) industries, we can all find grounding in the number of powerful lessons we are being exposed to.

Customer Experience

We are all measuring customer experience wrong

Aug 6, 2024

Being a customer is a pretty universal experience. So if we all do it, why are we so often disappointed by the customer experience we receive?

Customer Experience

Beyond CSAT and NPS

Aug 6, 2024

Any kind of company can use the principles of observation and shared responsibility to create the kind of customer experience that other businesses envy and that will keep your clients coming back for more.

Customer Experience

A new way to think about quality assurance

Aug 6, 2024

I had the opportunity to lead a quality assurance program for a chat project back in 2013. One of the biggest challenges was motivating employees to take ownership of their development.

Customer Experience

The 7 best customer service strategies

Jul 31, 2024

These seven customer service strategies encourage warm, helpful interactions as well as a culture of continuous improvement. Let’s take a look.

Customer Experience

Sample size how-to: a guide for managers and team leads

Jul 31, 2024

Conducting your study while using the incorrect sample size comes with the risk of obtaining biased results, and therefore drawing incorrect conclusions. Here's a guide for you.

All the CX goodness—straight to your inbox

Get industry news, AI guidance, and early access to tools and resources. Don’t worry, we don’t spam the people we love.
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.