Experience Matters Blog
Metrics: Recipes for Proving ROI and Elevating XM
The potential value of experience management (XM) is well-known, but insufficient funding remains a top obstacle to XM success. This article explores how to align the right metrics in the right combinations to win investments required for XM success.
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Three XM Practices That Should Differ Between EX and CX
Employee experience (EX) professionals can learn much from their customer experience (CX) counterparts. But there are some cases where best practices do meaningfully differ. This article explores three such situations.
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Survival Requires Adaptability. Supermarkets Lead and Government Lags
XM Institute analyzed data from 10,000 U.S. consumers to understand if organizations are adapting to their needs. Supermarkets are the best, while federal government is the worst. Experience Management (XM) is the key to survival as COVID subsides.
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The Four Causes of Customer Churn and What to Do About Them
When customers churn, it hurts the bottom line. Companies that wish to extinguish customer churn must identify the different causes and address them with the right strategies. We share four drivers of customer churn and how to tackle them.
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Three CX Measurement Principles That Can Help Propel EX
While there are important differences between the relationship employees and customers have with organizations, there are far more similarities. This article presents 3 specific CX measurement principles that will propel EX measurement efforts.
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Research Recap: B2B CX Best Practices – Embedding Actionable Insights into Key Processes
This blog post shares key findings from “B2B CX Best Practices: Embedding Actionable Insights into Key Processes,” which identifies 5 processes where CX teams can embed XM capabilities to sustain strong B2B customer relationships.
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Using Journey Maps to Define Listening Posts
Journey maps allow you to connect the most important journeys for any type of experience. Even a basic map can be used to architect a more effective listening program. Starting mapping with the four W's: Why, When, Who, and What.
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Existing Metrics Aren’t Enough for Customer-Centric Strategy
To really measure how customers view your brand, you must understand the environment that they are making decisions in. Use relative metrics to track the experiences your customers are having with you, relative to your competitors and substitutes.
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Happy CX Day! Five Ways to Celebrate
Today is Customer Experience (CX) Day, a global celebration of great customer experience and the people who make it happen. We provide 5 recommendations for celebrating this holiday, even if you don’t have plans already.
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Three CX Principles That Can Help Propel EX
HR professionals looking to a more consumer-like approach to designing and delivering experiences for employees can learn a lot from customer experience. In this post, we share three CX principles that you can adopt to propel EX management.
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