Do You Know When a Customer is Ready to Leave?

By | 2017-06-02T09:29:20+00:00 September 26th, 2016|Categories: CX Strategy, Metrics and ROI|Tags: , , , , |

It’s painful when a customer walks out the door. The good news is that you can create an early-detection system to alert you when a departure is impending. You need such a system because most customers are not going to tell you they aren’t happy—they will just leave. This is just three of the ways to [...]

What to do When You Hit a Customer Satisfaction Plateau

By | 2017-06-02T09:29:20+00:00 September 20th, 2016|Categories: Experience Design, Metrics and ROI, VOC and Customer Insights|Tags: , , , , , |

We all want to see constant improvement, but what do you do when customer satisfaction flat lines?   The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience program, we enjoyed watching the satisfaction metric rise. And rise it did. I couldn’t wait to see the quarterly results to see [...]

Inside Out vs. Outside In Thinking

By | 2016-12-19T05:35:13+00:00 August 30th, 2016|Categories: Customer Centricity|Tags: , , , |

In the world of customer experience, what's the difference between outside-in and inside-out? Inside-out thinking means your focus is on processes, systems, tools, and products that are designed and implemented based on internal thinking and intuition. The customer's needs, jobs, and perspectives do not play a part in this type of thinking; they aren't taken into [...]