by Jonathan Henault | 26 Aug, 2021
The COVID-19 global crisis has dramatically impacted the customer experience landscape that we used to know. According to Salesforce, no less than 88% of customers expect companies to accelerate digital initiatives due to COVID-19. From new expectations in CX to...
by Jonathan Henault | 18 Jun, 2021
How to use customer feedback to improve customer experience? According to 54% of marketers interviewed in 2021 by Mapp, the biggest challenge to a successful customer experience strategy will be the lack of customer insights. But before claiming that all you have to...
by Jonathan Henault | 11 Jun, 2021
“How likely are you to recommend us to a friend or colleague?” As a customer, chances are you’ve heard these questions dozens of times. But did you know that this question isn’t only a measure of personal customer satisfaction? A person’s likelihood to recommend a...
by Jonathan Henault | 25 May, 2021
Accepting customer feedback is essential to build a profitable business. If you don’t know how your customers view your brand, you don’t know either when you’re falling short of expectations. And at the same time, you also don’t know why – or which – customers are...
by Jonathan Henault | 8 Apr, 2021
I can’t get no satisfaction. Aside from being one of the most well-known chorus of rock n’ roll history, it’s also our motto, as there isn’t a day when we don’t try to deny the immortal words of Mike Jagger and Keith Richards. That’s right, customer...
