Online Reporting System

Current client reporting system can be accessed here.

Blog

  • Can’t be fast? Be friendly.

    Jim Sellers | Aug 22, 2017
    In today’s world, we expect everything to happen instantly—instant messaging, instant rebates, instant meals. And when everything is moving faster, customers expect you to keep up the pace. Brands have made huge strides in automating and streamlining standard processes in their customer journey—including things like mobile ordering, buy online/pick up in-store options, drive-thru windows, and on-demand delivery—but sometimes being fast remains an obstacle.
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  • Don’t let your CX program flame out—establish a steering committee

    Nichole Wright | Aug 14, 2017
    Learning something new can start you on a rollercoaster of emotion. Once we know the benefits we might get, we often want to jump right in. We fantasize about who we’ll become, and the endless pool of possibilities that wait on the other side of the learning curve. Once we take the first step toward the edge, however, we find plenty of obstacles stand between us and our goal. Our excitement wanes. We feel deflated and tired. We tell ourselves things like “If only I had known what to expect, I could’ve planned ahead.”
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  • How to build a loyalty strategy that measures behavior + emotion

    Emily Gates | Aug 10, 2017
    Think about your last purchase: Did you buy from a brand that was convenient—maybe on your route from home to office? Or did you buy from a brand that you visit over and over not because it’s particularly convenient or affordable—but because it’s a brand you love and want to spend your money with?
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  • Survey structure—Making surveys make sense

    Franci Erdmann | Aug 2, 2017
    Getting a useful feedback sample is more than getting a lot of responses—the quality of those responses matters, too. Structuring your survey appropriately has a huge impact on the usability and depth of the feedback you get. Studies show the order of asks influences how people respond, so it’s important to be strategic in your planning. Questions that come earlier in the survey can provide context to questions that come later, so we recommend paying special attention to these best practices to get the most successful survey sample possible.
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  • Proving CX program value: How to tie scores to business results

    Kelcey Curtis | Aug 1, 2017
    Make customers happy. Get rewarded. Even simple, tried-and-true strategies like that one are hard to execute consistently. That’s why leading brands are investing more resources into customer experience (CX) measurement programs, which allow them to collect, analyze, and act on customer feedback in real time. But with increased investment comes increased pressure to produce tangible results.
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