Experience Matters Blog
Advice for Propelling Your Net Promoter Score Program
Net Promoter Score (NPS) programs typically progress through four stages, with an increasing focus on taking action that drives more value. We share 9 recommendations for propelling your NPS efforts.
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The Voice of the Community: February 2021
The XM Professionals Network (XMPN) is a global, free community for XM professionals who want to learn, connect, and advance their careers and the XM profession at large. This post highlights community growth, showcases members, and recaps events.
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Introducing the XM Professional (XMP) Certification
This post announces the XM Professional (XMP) Certification, the premier credential recognizing expertise in experience management (XM).
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Make the Investment or Not? A Case Study Using Regression-Based Driver Analysis
Regression-based driver analysis helps identify which underlying operational activities (drivers) will have the most impact on improving a metric (outcome) that you care about. See how a retailer used it to make a better investment decision.
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What Do Job Candidates Really Want? Good Managers!
In a recent study of over 10,000 Americans, we found that people prioritize good managers and social aspects of work over other common job characteristics when choosing between two potential jobs.
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Research Recap: Best Practices for Designing Survey Questions
Bad surveys will not produce reliable or valid insights. This blog post shares key findings and examples from the report, "Best Practices for Designing Survey Questions."
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Modern XM Requires Less Fragmentation and More Alignment
To capture the transformative potential of XM, organizations need to modernize their efforts. The first step to embedding the required organizational discipline is moving from a fragmented to aligned approach across the XM Operating Framework.
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XM Professionals Network Highlights: January 2021
The XM Professionals Network (XMPN) is a global, free community for XM professionals who want to learn, connect, and advance their careers and the XM profession at large. This post highlights community growth, showcases members, and recaps events.
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Tapping Into Five Types of Digital X-Data Collection Mechanisms
Digital offers a highly versatile and efficient way to solicit and track people’s perceptions of their experiences. This post reviews several popular digital X-Data collection mechanisms and provides recommendations on how to deploy them effectively.
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Stop Writing Surveys and Start Designing a Fake Report
Before you think about writing a survey, write a fake report first. Think about who is the key audience for the insights and what information they need to make better decisions, then draft the output you think they will need.
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