Connie Harrington

3 Best Practices to Manage Negative CX Feedback

Over two decades ago, writing in the Harvard Business Review, Frederick Reichheld—best known as the creator of the Net Promoter Score ® measurement approach—...

3 Strategies to Keep a Human Focus in Customer Experience

No doubt about it: digital customer engagement and service is on the rise. In fact, many customers assume that businesses will have digital channels...

Avoid These 5 Survey Mistakes to Gain More CX Feedback

Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good...

5 Key Lessons About Emotions and Customer Experience

Recent years have seen heightened attention--and spending--on customer experience (CX). For many companies, customer satisfaction is the primary target for most of their CX...

Why Consistency Matters in Customer Experience

Creating a single standout customer experience (CX) may get a customer’s attention—but does it win their loyalty? Not always. Companies that have made progress...

5 Small CX Actions That Can Yield Big Results

When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find...

Are Your Customers Secretly Unhappy with Your Brand?

Customer service teams handle complaints every day. Even so, consumer studies indicate that most unhappy customers don't take their concerns to companies that disappoint...

3 CX Metrics You Should Be Tracking

“You can’t manage it if you can’t measure it,” is an often-quoted business adage—and very applicable to customer experience (CX). However, extracting meaning from customer...

Closing the Gap Between CX Aspiration and Reality

Do today’s companies truly deliver a quality customer experience (CX)? Or do they just think they do? Research from Bain and Company shows a large...

How to Keep Your Frontline Team Focused on Customers

Whether an organization is large or small, its frontline employees have significant influence over customer perceptions. At best, they can deliver memorable experiences that turn...

How Mature is Your CX Program? A Review of 3 CX Maturity Models

Business leaders know that establishing a solid customer experience (CX) foundation is essential. They may understand the core elements of a CX program—collecting and...

4 Practices to Build and Sustain Customer Focus in Field Service

Many organizations have field service operations that have direct contact with customers—typically in customers’ own homes or businesses. This makes field service a highly-visible...

5 Strategies to Gain Executive Support for Your CX Initiative

Successful customer experience (CX) programs require strong executive commitment. And industry research reveals that today’s business leaders do cite the value of CX. In...

The 4 Phases of Closed Loop Alerting Maturity [Infographic]

Now that 2016 is underway, many companies have embarked on a new set of annual strategic goals. And for many, CX is a top-of-mind...

Is 2015 the Year of the Employee?

Many brands are embracing the truth that engaged employees deliver higher-quality service to customers. That means 2015 could be a big year for employee...

NPS Isn’t a Silver Bullet – Here’s 3 Reasons Why

Once a Harvard Business Review article billed it as “The One Number You Need to Grow.” Today, the Net Promoter Score’s (NPS) fabled beginnings...

10 Need-to-Know Customer Dissatisfaction Stats

2015 promises to be a pivotal year. Many companies realize they must take steps now to bolster customer happiness and shrink churn. With an...

3 Musts for Your 2015 VoC To-Do List

Gartner research affirmed that 89% of businesses expect customer experience to be a key competitive force in 2016. That means many brands will be...

Capitalizing on the Comcast Tracking App Example

Excessive wait times for in-home appointments are a well-known source of customer frustration—and a massive economic drain. In fact, in one recent year, waiting...

Six Things That Frustrate Your Customers—and How to Avoid Them

Today’s landscape has earned the title “Age of the Customer”—for good reason. Your customers have vast amounts of information at their fingertips. They can...

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