Often when working with CX pros and and teams, the discussion of common CX metrics i.e. CSAT, OSAT, CES and NPS (a.k.a. LTR) comes up. Usually, this resembles a bit of a religious argument that often leads to an understanding that, although NPS is not the most "actionable", "sensitive" or "reliable" measurement of a customer's or…
...all that work...now what!?! Collecting feedback from surveys or a button on your website is NOT a CX program. It’s a start, but it ‘s the main reason why so many CX initiatives are failing! It’s not the survey nor the technology platform, it’s something more controllable in the long run than the mash-up of…
When Great CX is Part of the Organization DNA CX Live is about employee engagement and cultural transformation. This level of CX Maturity is all about the creation of a shared value system to encourage, empower and enable all employees to deliver optimal customer experiences throughout the organization. At this level HR departments leverage the established CX…
It’s not only what you say, but how you say it. Socializing CX data, getting the word out, is by far one of the most challenging steps towards doing CX Right. During this decade organizations have struggled to bring customers “into the room” and make sense of the feedback provided from them. Even after executives…
It is key to understand your different customer types and serve them the way they want to be served. It simply doesn’t work when you put all customers/visitors/prospects in the same bucket. A highly optimized CX program allows you to gain intelligence about your customer types. Key questions about your customers: Internal or External: The overall…
Is Customer Experience New? No, not at all. Businesses, governments, associations, not-for-profits have been focused on the "customer experience" for years. From the beginning customer service was paramount to ensuring repeat sales and increased revenues. When customers visited stores and businesses, they appreciated the friendly greeting, expertise and personalized service. If there was ever an issue,…
Leaders know that achieving their organization’s mission depends on whether employees are engaged and energized to come to work every day. That’s why I always look forward to the annual results from the Federal Employee Viewpoint Survey, the most recent of which was released in October. It paints a picture of the trends agency leaders should…
By Kenneth Corbin - March 11, 2016 Show of hands: Who thinks the best site on the Web is maintained by the federal government? By one measure, a well-established gauge of user satisfaction, the government actually beats out many of the top business sites on the Web, including perennial consumer favorites Amazon, Expedia and Google.…
Associations Now May/June 2017 IssueBy: Tim Ebner Your website gives key stakeholders a doorway to information and resources—all while collecting valuable data about how they behave online. When used correctly, web analytics can provide insights into what your site visitors need from your association. There's one piece of data that Beth Arritt, director of marketing at…
May 23, 2017 Research says budget slashing and modernizing technology are compatible ideas. Dave Lewan is responsible for managing ForeSee’s focus on public sector, including federal and state government departments and agencies, nonprofit organizations, associations and higher-education institutions. The path to more conservative government spending lies in collecting and analyzing citizen (customer) experience data. This isn’t hyperbole…
Dave Lewan 