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Closing the loop in customer experience
Most CX teams collect feedback. Far fewer act on it. Best practice guide to closing the loop, from individual resolution to fixing root causes and proving impact.
Customer experience management: a practical guide
What customer experience management is, why it matters, and how to run a CXM programme around a cycle of listening, understanding, acting and improving.
Customer experience strategy: a step-by-step playbook
A customer experience strategy aligns people, process and technology around one definition of a good experience. The CX Strategy Canvas, a 90-day plan, and the mistakes that derail both.
How to measure customer experience: metrics and methods
Which metric to use at which touchpoint, how to calculate NPS, CSAT and CES, and how to connect what you measure to revenue and retention.
Why customer experience is important: the business case
The evidence on what customer experience does to revenue, retention and loyalty — and a framework for turning that evidence into a business case at your own organisation.
How to improve customer experience: a practical framework
Collecting feedback is the easy part. A five-step framework for turning what customers tell you into changes that show up in the numbers.
Map your customer journey for smarter feedback collection
Before writing a single survey question, work out where feedback belongs. Four questions and five steps to map the journey and place surveys where they earn replies.
Customer experience journey mapping
A journey map is a visual record of every interaction a customer can have with you. How to build one in five steps, and how to keep it useful once it exists.
Measuring customer experience: CX metrics you need to know
CSAT, NPS, CES, customer lifetime value, churn and health score — what each CX metric measures, and how to read them together rather than one at a time.