November 21, 2023 Net Promoter Score (NPS): Pros & Cons The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies. But it’s also easy to misunderstand and misuse....Read more By Kaitlyn Bartley
November 21, 2023 What Is Net Promoter Score (NPS) & Why Does It Matter? Last Updated: February 6, 2025 The Net Promoter Score (NPS) is the most well-known customer satisfaction metric used by two-thirds of the Fortune 1000 companies....Read more By Kaitlyn Bartley
November 3, 2023 S@*#!$%: The One Word to Scrub from Your Email Subject Lines for Surveys Stop using the s-word! As soon as we see it in email subject lines for surveys, most of us hit the delete button. Of course,...Read more By Martha Brooke
October 31, 2023 “Only an 8? Not a 10 today?” Gamed HealthCare Surveys What’s going on with Providence’s healthcare surveys? Does Providence’s CEO Rod Hochman want to execute a strategy based on gamed survey data? Seems unlikely. At...Read more By Martha Brooke
October 25, 2023 DEI Skepticism Can Be an Opportunity, Says Orange County Fire Authority Former IBM CEO Ginni Rometty said, “Diversity and inclusion are not policies and programs. They have been integral to our habits, practices and purpose for...Read more By Kaitlyn Bartley
October 16, 2023 6 Customer Experience Principles for Immediate, Lasting Change Your CEO has come to embrace customer success! Terrific! And you’ve been tapped to lead a customer experience team. But where should you focus for...Read more By Martha Brooke
September 14, 2023 5 Ways B2B CX Stands Apart In 90 seconds, Kaitlyn Bartley explains 5 ways B2B CX is different. McKinsey & Company reports that B2B companies score substantially lower on customer satisfaction...Read more By Martha Brooke
August 18, 2023 Customer Interaction: 7 Lessons for Lowe’s—Or Any Company That Sends Net Promoter Surveys Customer interaction is the lifeblood of any company. It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding...Read more By Martha Brooke
August 8, 2023 How To Calculate Sample Size & Supercharge Your CX Program Last Updated: January 10, 2025 Clients often ask, “How do we get every customer to take our survey?” But here’s the counterintuitive truth: you...Read more By Martha Brooke
August 3, 2023 Fox Rent a Car: Stop Gaming Your Surveys Few things bother me more than unscrupulous business practices. As a Customer Experience Analyst with decades in the CX industry, I thought I’d seen it...Read more By Martha Brooke
July 26, 2023 Customer Experience: Could AI Tools Be Your Solution? Everyone is talking about using AI tools to measure the customer experience. Here we explain when AI companies like Clarabridge and CallMiner are the right...Read more By Kaitlyn Bartley
July 10, 2023 When & Where AI for Customer Experience Fits Updated 10/17/2024: Artificial Intelligence has infiltrated every market, and the customer experience is no exception. While AI for customer experience is nascent, it already shows tremendous...Read more By Martha Brooke
June 21, 2023 Should Customer Surveys be Anonymous? Clients often ask: do we need to allow for customer anonymity in our surveys? Market researchers generally provide the option for customer anonymity so that...Read more By Martha Brooke
June 19, 2023 CX vs. UX: The Yin and Yang of Customer Loyalty CX vs. UX: I’m often asked what’s the difference. CX (short for customer experience) and UX (short for user experience) are sometimes used interchangeably. But...Read more By Martha Brooke
June 6, 2023 Customer Empathy: Everything You Think You Know is Wrong Empathy is trendy. Qualtrics XM Institute[i] has declared 2023 the Year of Empathy, and Forbes Magazine calls empathy the “most important leadership skill”.[ii] Because of...Read more By Martha Brooke