CX in a small company
I admit that when someone asks me for advice on customer experience, I often first hesitate over one question: how many of you are there? Because most of [...]
5. How to Start with CX in Practice: Best Practices, Governance, and the First Realistic Steps
Customer Experience (CX) has become one of the most frequently discussed concepts in executive conversations over the past decade. Yet in practice, the same pattern repeats itself: an [...]
4. VoC: How to Collect Customer Feedback That Drives Change
Most companies today collect customer feedback. They measure NPS (Net Promoter Score), send post-purchase surveys, and monitor online reviews. Yet, customer experience (CX) often fails to improve in [...]
3. NPS, CSAT, CES: Which CX Metrics to Track – and What They Actually Tell You
Measuring customer experience is a paradox for many organizations. On the one hand, there is no shortage of metrics, dashboards, and reports. On the other hand, a basic [...]
2. Customer Journey Without Complexity: How to Understand What Customers Actually Experience
Most companies have a clear view of what their customers do. Far fewer understand what their customers actually go through. That distinction matters. The former describes behavior; the [...]
1. Customer Experience: A Simple Guide for Anyone Getting Started with CX
If you ask managers today who is responsible for the customer, you will usually get several different answers. Marketing brings in new customers, sales closes deals, customer support [...]
