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Customer Experience
Contributor: Annette Franz
Posted: 02/22/2017
Customer Service Employee Experience
CX expert and blogger Annette Franz talks about the importance of a ‘stay’ interview, rather than an exit one, to get a deeper understanding of employee satisfaction and increase engagement in the long-term. There is a clear linkage between the employee experience and the customer experience. We know this, and yet many companies still refuse to ma Full Article »
Posted: 02/23/2017
Argos E-commerce In-Store Retail
Andy Brown is the Central Operations Director at Argos. At the Customer Experience Exchange for Retail he held a presentation around the future of high street retail and what you need to know to close the gap between the ecommerce and in-store world. Watch the full presentation below. Full Video »
Contributor: Zarina de Ruiter
Posted: 11/22/2015
Interview with the Retail Director at Artisan du Chocolat about their customer experience strategy, the key to employee and customer retention and how they’re delivering a consistent customer service during the busiest time on the retail calendar. Danny Andrea is the Retail Director for Artisan du Chocolat, where she is responsible for all the in- Full Podcast »
Posted: 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most common Full Whitepaper »