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Blog

  • How CX programs help brands put a data point behind every decision

    Jacqui Mueller | Feb 6, 2018
    Meaningful, positive change starts with recognizing your challenges. That’s the easy part of a CX program, especially given today’s tools that help brands tap into customers’ perceptions. What happens next calls for thoughtful analysis. Where are you going to invest your resources? What deserves your attention, and what will make the biggest impact on overall brand performance?
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  • Keep your front lines engaged in CX by keeping them in the loop

    Nichole Wright | Jan 23, 2018
    Nothing motivates like a progress report. Whether the news is positive or negative, most of us like to know where we stand—especially when we’re working toward a specific goal.
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  • It’s not about finding the weakest link. It’s about seeing the linkage.

    Jacqui Mueller | Jan 10, 2018
    No single location can make or break your business, but each makes an impact on your overall performance. Take an amusement park that has a mix of thrilling rides and ho-hum ones. Most people will return to the adrenaline-pumping attractions and avoid the others. (And they’re bound to tell friends about their experiences.) Similarly, the customer experience (CX) you create across all of your locations makes an impression—and an impact. Some locations perform better than others, but all influence the bottom line.
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  • Survey maintenance + partnership—Keeping your surveys healthy

    Emily Gates | Dec 15, 2017
    Building a killer customer experience (CX) survey is no easy task. Once you’ve established the right invitation method, incentive, structure, length, and design—you may feel tempted to kick your feet up and leave it alone. But ensuring long-term success of your CX program means keeping track of how your survey is doing, even after you’ve put it all together.
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  • Is your CX program working? Let's prove it.

    Jacqui Mueller | Dec 7, 2017
    The sound of cash registers practically drowns out the jingle bells these days, but sales aren’t the biggest story. Service is. We’re in the age of the customer, and 84% of firms say their primary aspiration is to be a customer experience (CX) leader. You’re probably among them.
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  • Make your CX program rollout official—and noteworthy

    Jacqui Mueller | Nov 14, 2017
    Investing in a customer experience measurement (CX) program is a big deal—especially when that investment has the power to make fundamental improvements throughout your entire business. That’s why taking the right steps early for a successful launch is a critical part in setting your program up for long-term wins. In our previous blogs about launching your CX program, we’ve discussed how to put the right people in charge and brand your program to fit into your company culture. The next step is making the program introduction official and something to celebrate.
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  • Launching a successful customer experience program—Branding your program

    Jim Sellers | Oct 27, 2017
    Getting your customer experience (CX) program off the ground and on-track for success requires a team effort. And getting everyone on board means making the program fit seamlessly into the rest of your overall brand strategy. Branding your program helps establish its place in your organization’s strategies and priorities—and makes it easier for your team to put it into action.
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  • Survey design—Content dressed to impress

    Franci Erdmann | Oct 25, 2017
    We know great insights start with great feedback—and great feedback depends on a healthy sample of responses. We’ve discussed invitation methods, length, incentives, and structure as key survey elements in getting good participation—but design is critical, too.
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  • Customer trust leads to big improvements for service industry brands

    Clancy Merrill | Oct 19, 2017
    Getting great feedback from your customers is no easy task—but when your business is based on selling a service, it can be even more complicated. Unlike retailers or restaurants, your products aren’t a quick-and-easy item that comes in a package. Delivering a great service—one that keeps customers coming back—means building real connections with your customers. Fostering customer trust is always a factor no matter what you’re selling, but in the service industry it’s the most critical part of building loyalty.
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  • Proving CX program value: More than the bottom line

    Kelcey Curtis | Oct 17, 2017
    Being a customer experience (CX) professional can be tough at times. Native to the world of big data and tasked with thinking big picture, you walk a fine line between the granular and the grandiose, constantly looking for ways to translate terabytes to insights.
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  • Don’t sacrifice insights for a shorter survey

    Kelcey Curtis | Sep 8, 2017
    Short surveys are all the rage in today’s customer experience measurement (CX) landscape. Unfortunately, some organizations are cutting survey content at the expense of valuable insights. In an earlier blog, we touched on some of the pros and cons of shorter surveys. Now we would like to give you a guide to help you make the right decisions for your measurement strategy.
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  • 6 ways to get great CX feedback on your branded app

    Derek Swords | Aug 31, 2017
    There’s no doubt mobile will act as the primary enabler for the growing digitization of the customer experience. In the next 10 years, no new device will overtake the scale of the more than 6 billion mobile phones on the planet.
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  • Survey length—Big punch, small package

    Franci Erdmann | Aug 24, 2017
    Once your customers have started your survey, you want them to stick around ‘til the end. A huge factor in getting a good feedback sample is survey length. And with so many people completing surveys on mobile devices, it’s even more important. Here are some ways to ensure your surveys are short enough to encourage good customer participation, while still getting the deep insights you need to inform better business decisions.
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  • Can’t be fast? Be friendly.

    Jim Sellers | Aug 22, 2017
    In today’s world, we expect everything to happen instantly—instant messaging, instant rebates, instant meals. And when everything is moving faster, customers expect you to keep up the pace. Brands have made huge strides in automating and streamlining standard processes in their customer journey—including things like mobile ordering, buy online/pick up in-store options, drive-thru windows, and on-demand delivery—but sometimes being fast remains an obstacle.
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  • Don’t let your CX program flame out—establish a steering committee

    Nichole Wright | Aug 14, 2017
    Learning something new can start you on a rollercoaster of emotion. Once we know the benefits we might get, we often want to jump right in. We fantasize about who we’ll become, and the endless pool of possibilities that wait on the other side of the learning curve. Once we take the first step toward the edge, however, we find plenty of obstacles stand between us and our goal. Our excitement wanes. We feel deflated and tired. We tell ourselves things like “If only I had known what to expect, I could’ve planned ahead.”
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  • How to build a loyalty strategy that measures behavior + emotion

    Emily Gates | Aug 10, 2017
    Think about your last purchase: Did you buy from a brand that was convenient—maybe on your route from home to office? Or did you buy from a brand that you visit over and over not because it’s particularly convenient or affordable—but because it’s a brand you love and want to spend your money with?
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  • Survey structure—Making surveys make sense

    Franci Erdmann | Aug 2, 2017
    Getting a useful feedback sample is more than getting a lot of responses—the quality of those responses matters, too. Structuring your survey appropriately has a huge impact on the usability and depth of the feedback you get. Studies show the order of asks influences how people respond, so it’s important to be strategic in your planning. Questions that come earlier in the survey can provide context to questions that come later, so we recommend paying special attention to these best practices to get the most successful survey sample possible.
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  • Proving CX program value: How to tie scores to business results

    Kelcey Curtis | Aug 1, 2017
    Make customers happy. Get rewarded. Even simple, tried-and-true strategies like that one are hard to execute consistently. That’s why leading brands are investing more resources into customer experience (CX) measurement programs, which allow them to collect, analyze, and act on customer feedback in real time. But with increased investment comes increased pressure to produce tangible results.
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