Are small businesses missing out on Customer Experience as a way to grow?

By | 2018-02-03T16:11:31+00:00 February 6th, 2018|Categories: VOC and Customer Insights|Tags: , , , , , , |

Do you know how much small and medium-size businesses (SMEs) contribute to total GDP growth? This segment, comprised of your friends, moms, dads, and others is an enormous contributor to the general welfare of our communities. Companies with fewer than 500 employees: Employ 48% of the total workforce (US Census Bureau, 2016) Produce 44.5% of GDP [...]

Reduce Employee Effort for a Great Customer Experience

By | 2017-06-28T03:51:34+00:00 October 31st, 2016|Categories: CX Strategy, Employee Engagement, Organizational Adoption of CX|Tags: , , , |

There's a lot of talk about how much effort a customer is required to put forth to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a way to measure this effort, using the customer effort score (CES). If you're not [...]