Knowledge for customer centric leaders

CXM 101: Do You Know Why Your Customers Are Contacting You?

Knowing why your customers are contacting you can always help you improve your customer experience (CX). But gathering this information can be nearly impossible. This is especially true when you are dealing with thousands upon thousands of customer support requests daily.

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The Growth of Customer Experience Management (CXM)

There is a shift in the market. Sellers used to have all of the power. But in the age of social media, product reviews, and lower switching costs, CXM is starting to rise.

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NPS vs CES: How to Tell the Difference Between "Delighting" Customers and "Making it Easy" on Them

Both the net promoter score and customer effort score are effective metrics for estimating customer loyalty. But which one should you be focusing on?

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The Art of Differentiation: Customer Service, Customer Care, and Customer Experience

Recognizing the significance roles Customer Care, Customer Experience, and Customer Service individually play in ensuring a company's growth.

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How Does NPS Affect Revenue?

Studies have found that the direct correlation between NPS and increased Revenue, can give companies an inside look at customer satisfaction and loyalty to their brand.

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Pros and Cons of CX Metrics

CX metrics - like NPS, CSAT or CES - utilize answers provided by customers to directed questions about their experiences with your brand. Yet, there are many issues with simply following these statistics blindly.

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6 Customer Experience (CX) Software Products That Will Take Your Business to the Next Level

Consumers are willing to spend as much as 13% more for products and services when they have a great experience. Make sure you're ahead of the game with these solutions.

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Leveraging Customer Experience to Drive Marketing

Managing your customer's experience is one of the best ways to drive word of mouth marketing.

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