Sarah-Nicole LeFlore
Sarah-Nicole "Nikki" is a Customer Success Manager at CX Index, a Dublin-based Voice of the Customer (VOC) Vendor. She contributes her insights on the many benefits of prioritising customer experience to the CX Index blog. She is currently based in London but has lived in New York, Dublin and Paris. She has a B.A. from Wesleyan University in Middletown, CT and an MSc from Trinity College Dublin.
It is well established that employee experience and customer experience are inextricably linked, but all too often, the focus is on CX to the...
First Call Resolution (or First Contact Resolution) is an essential metric for contact centres to show how many customers have their request met the...
What is a Customer Journey Map? A customer journey map is a visual representation of every interaction an individual customer may have with your brand....
Luxury brands pride themselves not just on their products but on the experience they offer their customers. Their customers spend a lot and have...
Subscription-based businesses have exploded in popularity in recent years due to the changing nature of consumer behaviours and eCommerce growth. Traditional industries have been...
These five statistics show opportunities for CX growth and progression in 2021 that any business could take on. Take the time to examine them...
Soft skills can be challenging to define. They’re the intangible “people skills” that make us more likeable, approachable, communicative, and better critical thinkers. For...
Whether you are developing a customer experience survey for the first time or want to give your existing surveys a refresh, we’ve narrowed down...
Customer loyalty is essential to business success. Gaining new customers is expensive and challenging, so it should be a priority for any brand to...
When sending out a survey to customers via email, you want to receive the best quality and quantity of responses. People often put all...
It is essential to offer your customers effortless experiences to keep them coming back. An omnichannel approach facilitates this, with seamless movement across touchpoints...
2020 was a challenging year for everyone, but there is hope in the new year. With the introduction of a vaccine for the coronavirus,...
Gen Z was born between 1996-2010. Gartner describes them as prudent, innovative and digitally innate. They are the fastest-growing group of customers, employees and...
2020 has been tough on everyone. In the realm of CX, customers are stressed and their expectations are as high as ever. This weighs...
Gamification is a strategy used to add elements of game playing and design to non-gaming settings. Adding game-like features to existing settings can bring...
Your customers are always talking to you, but how well are you listening to how they are feeling? The quantitative feedback you receive from...
Delight has become a customer experience buzzword. Some think customers will stick around if they are dazzled with perks and discounts. By contrast, some experts…
Having a personalisation strategy is practically mandatory these days if you want to be good at CX. And there are countless opportunities and practices...
Customer loyalty and retention is essential to the success of any business, but just because a customer likes your brand, doesn't mean that they...
A thank you is a small gesture that goes a long way and it can really improve a customer’s perception of your business. One...