All insights articles
Discover new, innovative approaches for improving your company’s performance and delivering an exceptional customer experience with these Insights.
NPS: No Longer the Best Measure of Customer Experience
Years have passed and flaws have surfaced that undermine the strength of NPS.
Unlocking Unforgettable Customer Experiences: Five Game-Changing Factors
What truly sets businesses apart is exceeding expectations & consistently delivering first-class experience. Here's 5 ways to unlock this for your business too.
What Is a Voice of the Customer Study?
What is a Voice of the Customer Study or Engagement? We'll share the quick answer and how you can get started with one in this article.
Want to Really Measure Customer Experience? Here’s a better alternative to NPS ...
You’re probably familiar with the “gold standard” of measuring customer loyalty, Net Promoter Score (NPS), right? Well NPS isn't cutting it now, here's why.
3 Proven Factors that Win Over Customers
After interviewing in more than 42 countries, we've found 3 success factors that win customers and stand out as universally applicable to nearly any business...
Customer Insights From 2021
As a firm whose role is assessing customers’ opinions for the organizations we serve, 2021 was an enlightening year. See our illuminating discoveries...
Is Now a Good Time to Survey Your Customers?
You bet. In fact, it's an ideal time! Here’s why….
Five Questions You Must Ask in Your Customer Surveys
Are you asking these 5 questions that provide a clear picture of how your company is performing and where there is opportunity for improvement and market share?
Proven Ways to Maximize Your Customer Feedback
How can you maximize the customer feedback you receive? Here are 5 tried-and-true tips for getting the most impact from a VOC customer survey.
Supplier Rank: The Most Revealing Customer Experience Measure For Your Company
We’ve tested every known measure to assess customer experience, and it’s time your organization considers a new, more revealing measure: Supplier Rank.
