Home Authors Posts by Sarah-Nicole LeFlore

Sarah-Nicole LeFlore

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.

Signs You Might Be Failing Your Employees and Your Customers At the Same Time

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 (FCR): What You Need to Know

First Call Resolution (or First Contact Resolution) is an essential metric for contact centres to show how many customers have their request met the...

A 5 Step Guide to Crafting a Customer Journey Map

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....

Why You Don’t Need to Be a Luxury Brand to Offer a Luxury Experience

Luxury brands pride themselves not just on their products but on the experience they offer their customers. Their customers spend a lot and have...

What Great CX Looks Like in the Subscription Economy

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...

5 Actionable Statistics to Help You Evolve Your CX Strategy in 2021

These five statistics show opportunities for CX growth and progression in 2021 that any business could take on. Take the time to examine them...

The Soft Skills Essential to CX Success

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...

The Essential Priorities for Improving CX Survey Design

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...

4 Behaviours of Loyal Customers

Customer loyalty is essential to business success. Gaining new customers is expensive and challenging, so it should be a priority for any brand to...

Crafting Survey Invitations for Higher Response Rates

When sending out a survey to customers via email, you want to receive the best quality and quantity of responses. People often put all...

The Importance of Delivering Omnichannel CX

It is essential to offer your customers effortless experiences to keep them coming back. An omnichannel approach facilitates this, with seamless movement across touchpoints...

Strategies to Relieve Pressure and Improve CX in 2021

2020 was a challenging year for everyone, but there is hope in the new year. With the introduction of a vaccine for the coronavirus,...

CX for Gen Z: How to Appeal to the Youngest Generation of Customers

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...

How To Recognise the Value of Contact Centre Agents in COVID-19

2020 has been tough on everyone. In the realm of CX, customers are stressed and their expectations are as high as ever. This weighs...

3 Ways to Introduce Gamification to Your CX Strategy

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...

Using Sentiment Analysis to Improve CX

Your customers are always talking to you, but how well are you listening to how they are feeling? The quantitative feedback you receive from...

The Key to Great CX? Balancing Delight and Ease

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…

Using Personalisation to Effectively Improve CX

Having a personalisation strategy is practically mandatory these days if you want to be good at CX. And there are countless opportunities and practices...

How to Build a Successful Loyalty Programme

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...

5 Ways to Thank Your Customers

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...

New Posts