Anne Shaw

The Net Promoter® Score (NPS®) is a powerful tool. One simple question to your customers can reveal the health of your entire customer experience (CX). From there, you can pinpoint and fix areas of weakness, improving your CX. You can also uncover and capitalize on CX strengths, even celebrate those successes internally. Morale boost anyone? With good NPS survey software, it’s even possible to segment data, slicing and dicing to examine how the perception of your CX changes depending on vario...

The Net Promoter® Score (NPS®) is a powerful tool. One simple question to your customers can reveal the health of your entire customer experience (CX). From there, you can pinpoint and fix areas of weakness, improving your CX. You can also uncover and capitalize on CX strengths, even celebrate those successes internally. With good NPS survey software, it’s even possible to segment data, slicing and dicing to examine how the perception of your CX changes depending on...

When it comes to getting ROI on your customer experience (CX) survey program, response rates play a huge role. Higher response rates paint a fuller picture of your CX. This helps you identify where to improve and, when the feedback is positive, can garner reviews that boost your marketing efforts. Survey programs with high response rates are also more likely to help you identify and re-engage customer accounts that would otherwise be at risk if you hadn’t asked for their feedback. The bad news...

One trend having a huge impact on employee engagement involves our new app-centred world. We have apps to help us do everything — from banking and monitoring our fitness to making restaurant or hotel reservations — usually faster and easier than doing it in person or from our laptops.

While the staffing industry grew like gangbusters in 2021 and 2022, this year’s numbers and remaining projections reveal a slowdown with declining overall revenue. During economic lulls like this one, service quality and client satisfaction grow even more essential to maintaining business success. In fact, business leaders across sectors identified customer experience (CX) as a top priority in 2023.

Throughout the early 2020s, the pandemic paired with social upheavals and shifting worker priorities led to climbing turnover rates. As companies across all industries struggled with retention, more were forced to care about their employee experience (EX). While many organizations have long understood the importance of their client and customer experience (CX), less realize how essential their EX is to success—and slacking on EX is growing risk...

Nations around the world are collectively fighting for a more sustainable future. As they do, the demand for renewable energy – and its related technology and equipment – continues to ramp up. This increased demand can expose weak links in the global supply chain, one that's already struggling under an interconnected web of risks.

The importance of online reviews and ratings to business success can’t be understated. Unfortunately, this has incentivized companies of all types and sizes to push for reviews that are anything but genuine. Until recently, most fake reviews were generated by online review farms – often in third-world locations – paid to improve businesses’ online ratings. If you’ve read any of those reviews, you likely recognized them for what they were thanks to canned, overused phrases and imperfect English.
But today’s AI changes everything...

Accounting firms – like other professional service providers – rely heavily on client satisfaction and service quality to retain accounts and differentiate from the competition. Service quality and client satisfaction grow even more essential to business success during economic lulls and industry challenges. This may partially explain why business leaders across sectors prioritized customer experience (CX) in 2023.
To understand how your service measures up year over year, you need feedback...