Customer Experience Predictions to Help Companies Win in 2018

  • March 01 2018
  • Loyalty Management: Articles
  • Marc Vanlerberghe

The race is on for companies to define themselves by their customer in 2018. Hands down, customer experience is becoming (if it is not already) the most important battleground on which some companies win and others will not even be set up to...Read More

Three Ways to Power Personalization with Customer Feedback

  • January 02 2018
  • Loyalty Management: Articles
  • Noah Rolff

Personalization along the entire customer journey requires better data than ever before.  It is not enough to know who a customer is and what they have purchased in the past.  To survive in a rapidly changing world, customer-facing...Read More

Who Is the Mythical Millennial Consumer?

  • April 01 2016
  • Loyalty Management: Articles
  • Beth Benjamin, Senior Director of Research

Remember a world without the Web? Smart phones? Social media? If you’re a Millennial, you probably can’t. As the first “digital natives,” this generation’s world view has been radically shaped by the rapid evolution...Read More

Three Ways To Manage the Perils of CX-based Compensation Systems

  • September 13 2017
  • Resource: Loyalty Today
  • Beth Benjamin

Most companies recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks...Read More

How Company Culture Impacts Day-to-Day Behavior

  • June 01 2016
  • Resource: Loyalty Today
  • Prashant Nagaraddi

Think about a memorably fantastic experience you’ve had with a frontline employee. What was it that made the encounter so special?Chances are, it was something more than just having your expectations met. Perhaps the employee helped you...Read More

How Company Culture Can Make or Break a Sale

  • May 05 2016
  • Resource: Loyalty Today
  • David Reese

Would you invest more in employee experience if it meant the difference between landing a major account and losing it to your closest competitor?I’ve always been a believer in engagement driving performance, but a new lens on employee...Read More

Using Design Thinking to Improve the Customer Experience

  • January 15 2016
  • Resource: Loyalty Today
  • The Medallia Team

Customer experience improvements draw on several important elements, and not all of them tend to be treated equally.An element that does receive a great deal of attention is a statistical mindset. Valuable improvements can arise from digging into...Read More

Half Science, Half Art: A Guide to Shortening Customer Satisfaction Surveys

  • January 13 2016
  • Resource: Loyalty Today
  • Haley Sayres

Take 10 companies that deliver a great experience — chances are, you’ll find 10 very different customer satisfaction surveys that each of those companies rely on to improve their experiences.But regardless of what business...Read More

How to Measure the Financial Impact of Your Customer Experience

  • January 07 2016
  • Resource: Loyalty Today
  • Carolyn Egelman

Chances are, you intuitively understand the value of a great customer experience. But when it comes to making customer experience a priority across your organization, intuition is rarely enough. Regardless of whether or not company leaders believe...Read More

Five Great Customer Experience Stories from 2015

  • January 04 2016
  • Resource: Loyalty Today
  • The Medallia Team

Delightful customer experiences often start with something simple: an employee noticing a surprising or atypical customer need, and going out of their way to make sure that need is met. Here are five great examples from this year.As you read...Read More

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Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?