Chip James

3 CX Practices That Yield the Best ROI

In a recent survey, 97 % of CEOs stated that customer experience (CX) was critical to their firm’s success. And, while 91 % agreed...

What’s Your CX Baseline? Tips to Drive Higher CX Scores

All companies want to improve the service and experience provided to customers, but not all recognize the strategies and technology required to create lasting...

3 CX Feedback Trends Every Company Should Embrace

Customers’ expectations about how brands interact with them are evolving. CX-savvy brands are applying innovations to capitalize on this trend and accelerate their CX...

4 Pillars of a Successful Closed Loop Alerting Program

Most companies want to address the concerns of every dissatisfied customer but many fear that goal is unrealistic. However, by applying proven best practices, companies...

4 Practical Tips to Win Support for Closed Loop Alerting

Every week I have conversations with clients or prospects about closed loop alerting (CLA) and how the process is working for their organization. These...

How to Make the Most of Your SMS Surveys

Customer feedback is the lifeblood of CX programs. But as customers receive more frequent survey invitations, they may be less likely to respond to...

3 Trends to Watch in Dissatisfied Customer Management

2016 is shaping up to be a big year for corporate customer experience (CX) initiatives. In fact, a recent study by CX think tank...

Why Companies Must Close the Loop with Unhappy Customers

It’s a well-known truth: social media has heightened customer expectations. In fact, a recent study revealed that 42% of customers who complain on social...

New Posts