What Is Customer Journey Mapping and Why Is it Important?
"The customer is always right" - If you work in customer service you likely hate this phrase. Difficult customers like to use it to explain away their poor behavior. They think it means "the customer ...
Using Complaints to Drive Customer Experience
Customer experience (CX) is one of the strongest drivers for conversion and advocacy in modern business. In fact, 77% of brands believe it's a key competitive differentiator, according to research by ...
Everything You Need to Know About NPS
As of 2021, there were an estimated 333 million businesses in existence worldwide. Whether they’re a large corporation or a local business serving their community, there is one thing that these compan ...
What is Brand Experience Design?
It’s no secret that the nature of B2C business has changed in recent years. Not least because of the pandemic, which expedited the global shift away from brick-and-mortar to E-commerce and digital sto ...