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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
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Report How Ending CX Bonuses Boosted CX Scores And Profitability For Volkswagen Group Australia
July 21, 2020 | Maxie Schmidt-SubramanianEven though paying employees for delivering good customer experience (CX) is a bad idea, many firms still do it. This report for CX professionals shows how Volkswagen Group Australia, a firm in an...
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Report Video: How To Find Your Value-For-Customer Sweet Spot
Use This Exercise To Find The Differentiating Blend Of Value Dimensions That Matches Your Target Customers' Needs
Even if you think about "value for customer" the right way, you must still find the sweet spot in which you uniquely help your most important target customers create value. To help you do that,...
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Report The Top 10 NPS Questions Answered
What CX Professionals Should Know About Net Promoter Score
November 7, 2019 | Maxie Schmidt-SubramanianSince its introduction in 2003, Net Promoter has become one of the most widely used metrics for companies that want to improve the experiences they deliver to their customers in order to improve...