Experience Matters Blog
Net Promoter Scores Partially Recover From 2020 Collapse
Net Promoter Scores (NPS) in the U.S. dropped by half between 2019 and 2020. XM Institute’s latest data shows that those scores have partially recovered, but still lags for younger consumers.
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The Five Essential Elements of CX Program Governance
Organizations do not become customer-centric overnight. To coordinate all the efforts that catalyze CX-centric change, organizations need a strong governance model. In this post, we explore the five key elements of CX program governance.
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Looking to Improve Your Response Rates? Use These Four Levers
Response rates are contextual, meaning there’s no one-size-fits-all answer to the question of what makes a “good” rate for a CX survey. However, there are four universal levers you can use to boost your response rates: Mode, Sample, Design, and...
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Best of XM Institute Content: Q3 2021
In this blog post, we look back at the most popular pieces of content XM Institute published in Q3 of 2021.
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Which Employees Are Looking For A New Job?
People talk about “The Great Resignation,” but who’s actually looking for a new job? XM Institute data shows that B2B sales reps, executives, medical professionals, and factory workers have increased their job searching the most.
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Customer Experience Hits and Misses on CX Day
To celebrate CX Day, community members of the XM Professionals Network share their customer experience hits and misses.
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Five Areas for Modernizing Employee Experience Management… Right Now
Given COVID and societal changes, organizations are being forced to reimagine the future of work. To navigate this seismic shift, organizations need a modern Employee Experience Management (XM) program to understand and respond to employees’ needs.
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Bad Customer Experience Puts $4.7 Trillion in Global Consumer Sales at Risk
Based on a global consumer study, we estimate that companies that deliver very bad customer experiences are putting $4.7 trillion sales at risk every year. This includes $1.7 trillion where consumers completely stopped spending with a company.
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It’s Time to Fix Five Common Broken Experiences
Across industries and countries, organizations make a set of common mistakes in both customer experience (CX) and employee experience (EX). Read how to fix these five broken experiences: “No,” Waiting, Onboarding, Decision, and Transition.
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XM Institute’s Anniversary and the State of the XM Profession
One year after XM Institute launched XMInstitute.com with the world’s most robust Experience Management (XM) library, the monthly XM Journal, and the XM Professionals Network, new research shows that the XM profession is thriving.
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