Experience Matters Blog
It’s Time to Update Your Relationship Measurement Program
Despite being central to CX efforts, most organizations’ relationship measurement programs remain outdated. In this blog post, we explore the 4 capabilities organizations must develop to update their relationship management systems.
Read More
Four XM Practices That Can Propel the Candidate Experience
The candidate experience is a complex journey that sits at the intersection of an organization’s brand, customer, and employee experiences. The discipline of XM offers capabilities that organizations can leverage to master the candidate experience.
Read More
Five Guiding Principles of Customer Recovery and Closing the Loop
Everyday negative experiences add up and erode customer satisfaction. Resolving them is a business imperative, and, when done very well, can even be brand-building. This post outlines 5 principles that all organizations can use to close the loop.
Read More
Five Application Areas for Digital XM
Digital XM has become an essential part of any XM effort. This blog post explores 5 core Digital XM application areas organizations should focus on to improve both the digital and overall experience they deliver to customers and employees.
Read More
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.
Read More
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.
Read More
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."
Read More
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.
Read More
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.
Read More
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.
Read More