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Jan Egem: Just because you can contact a customer doesn’t mean you should.
Jan Egem has worked in marketing and customer relationships for more than 25 years. He has worked at advertising agencies and led CRM and loyalty programmes for dozens of clients, both in the Czech Republic and internationally, including Microsoft and [...]
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A good question at the wrong time is a wasted question.
Survey timing decides two things at once: how many people respond, and whether their answers describe what you actually set [...]
Why a CX Manager Can’t Own the Customer Experience
Companies appoint a CX manager and quietly assume they've settled the question of who is responsible for the customer. Research [...]
Aleš Rouček: How REVU Helps Small Businesses Truly Understand Their Customers
Aleš Rouček has been working in customer experience in the Czech Republic for many years, and in a consistently methodical [...]
CX Technology & Trends / Read the section
Connecting CX Data with CRM and ERP
Feedback without context is just an opinion. Only once it's linked to data about who the customer is, what they've [...]
GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a [...]
Experience Strategy / Read the section
How to Build a Voice of Customer Programme That Actually Serves the Business
Almost every company I talk to tells me they have a "VoC programme" Voice of Customer, the systematic practice of [...]
How to build a CX business case a CFO will approve
A few years ago, I sent our CFO an email asking for budget for a new feedback system. I wrote [...]
Metrics / Read the section
A Score of 45. Good or Bad? Without Context, It’s Just a Number
A company checks its NPS (Net Promoter Score a measure of customer loyalty based on how likely a customer is [...]
How many responses in CX are actually enough
Company X launches a quarterly satisfaction survey. NPS (Net Promoter Score, a loyalty metric calculated as the difference between the [...]
Feedback / Read the section
The most honest feedback never comes when you ask for it
A few years ago, I sat in a meeting where marketing presented the NPS (Net Promoter Score, a customer loyalty [...]
Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on [...]
Experience Journey / Read the section
From map to action: making sure your journey map doesn’t end up in a drawer
A few years ago, I sat through a workshop where we spent three hours sticking coloured notes onto a roll [...]
Moments of truth, or the handful of points that decide everything
A few years ago I sat in a meeting where marketing proudly presented how they'd improved "overall satisfaction with the [...]
Technology / Read the section
Connecting CX Data with CRM and ERP
Feedback without context is just an opinion. Only once it's linked to data about who the customer is, what they've [...]
GDPR and feedback collection where CX teams most often go wrong
Most CX managers will tell you GDPR is a legal department problem, something that only matters when you're sending a [...]
