Measuring your customer satisfaction shouldn’t be just a onetime occurrence, CX measurement process should be embedded to your company culture. When it comes to measuring customer experiences there are many questions that you can ask from your customers. But is there any questions that we should be asking at all times?

Collective understanding of your customers and your employees is pivotal to run a successful business. All CX measurement programs are built around measuring long term and short term customer satisfaction. Have you ever thought of comparing your employee survey results to customer satisfaction survey? (I’m not talking about employee reviews)

If you have been reading our previous blog posts, you should now be familiar with the main types of customer experience surveys, CX metrics and clever tactics to utilize when implementing a customer experience management program. Most companies see the value in implementing a customer feedback program to further understand their customer base. However, what’s lacking in most CX programs is the “Closing” actions of the customer feedback loop. Nothing is more frustrating to customers when they give out some of their precious time to give you feedback on your product or services and the feedback falls into what the customer views to be deaf ears.

Over the last few years I have enjoyed following the explosion of social media strategy into the business environment. If you take a minute to look at your own professional network, I'd venture to guess that for most of you, over half of your network have some involvement in social media. Many companies see social media as a new channel to bolster marketing efforts and even a way to help with improving customer service.

My daughter and I recently went on a wine tasting tour in California where we visited about a dozen different wineries over a few days. If you’ve ever had the pleasure of participating in one of these tours you may have noticed after the third winery everything starts to blend together. Having five different wines at four different wineries every day will do that.