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.
Top 6 Priorities to be Successful in eCommerce CX
eCommerce has revolutionised the way we shop. In this post, we explore several factors that have become important to creating a successful eCommerce experience...
Using Emotional Intelligence to Improve Contact Centre CX
Emotional intelligence, often referred to as EI or EQ, is the ability to discriminate between different emotions in oneself and others and use emotional...
Learn How CX Was the Key Theme in Jeff Bezos’s Recent Statement to Congress
While we already knew that Bezos is customer-obsessed and attributes Amazon’s success to its customer-centricity, it's interesting to see the extent to which CX remains…
7 Surprising CX Facts
1. CX outweighs price to drive customer loyalty. Over two-thirds of customer loyalty is driven by customer experience, making it more important than price and...
Everyone Wins When Your Employees Are Happy
In this post, we discuss three elements that you should consider to ensure the happiness of your employees and ultimately improve CX. Empowerment & Engagement…
Improving the Quality of Your Survey Design and Analysis
Survey design can be a tricky skill to master. The difference between a high and low-quality survey can affect your response rate, data analysis...
Using Social Listening to Improve Your CX Strategy
Many brands have social strategies to reach out to customers to engage them about a product or service, but it's important to go above...
Signs Your Contact Centre Needs to Get Better at CX
Contact centres can be notorious for offering poor customer experiences. Almost everyone has a story relating to an interaction with a contact centre leaving...
Do You Understand Your Customers?
No two customers will have the same perception of what an ideal customer experience should be like. It is up to you to understand...
How to Gain More NPS Promoters
There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for...
The CX Books We’re Reading Now
We have developed a list of some of the most interesting customer experience focused books out there. Broken into three categories (Brands, Loyalty and...
Improving the Contact Centre Hold Time Experience
While hold times are inevitable in some instances, if there is a consistent trend towards long hold times in your contact centre, you must...
CX-based Compensation Systems – Do They Work?
Many companies have adopted CX-based compensation systems as a means to encourage employees to improve CX based on metrics obtained through customer feedback. While these…
Don’t Exhaust Your Customers – How To Avoid the Perils of Survey Fatigue
To perform a robust and comprehensive survey of your customer base you need a high quantity of high-quality responses. If you are keen on...
Why You Should Introduce NLP to Your CX Strategy
What is NLP? Computer science has advanced such that computers are able to understand more than the traditional programming language through machine learning, deep learning...
How to Respond to Customer Comments: the Good, the Bad & the Ugly
Consumer Generated Content and digital reviews are having a serious effect on businesses, with 90% of customers reading online reviews before deciding to make...
Raising the CX Bar in the Expectation Economy
Customer expectations have been on the rise for the past two decades, but businesses continually fail to adapt to the changing customer expectation landscape....
Five Steps to Improve Employee Experience
It is well established that employee experience and customer experience are inextricably linked, but all too often executives focus on CX to the detriment...
Bridging the CX Perception Gap
Most businesses believe that they are “customer-centric.” Most customers disagree. This is the “CX Perception Gap” or the “Delivery Gap” - whereby companies think...
How To Bring Personalisation to the Customer Journey
Personalisation is an important tool to drive customer loyalty and improve the overall customer experience. While it is of particular necessity to retail and...