There are a lot of different ways to listen to customers and employees.  Most companies think that surveys are the only way to go, but you can get feedback in a variety of other ways, as well. One of my favorite approaches is via a customer advisory board. (Keep in mind that you can also […]

Even though most companies have access to troves of data about their customers, they are using only about 20% of it to target new customers or improve their relationships with their current customers. With so many different options and competitors to choose from, customers now expect to have a seamless customer experience (CX). 41% of customers […]

Access to our Responsive Survey UI beta is now available! This release will introduce you to our new engaging and device responsive question types. The new functionality will help you create surveys that are more visually appealing and easier to respond to. For more information, please review the release notes here.

In the customer experience world, there is no shortage of acronyms representing various survey methodologies — CSAT, NPS, CES, CXi, etc. — as well as plenty of claims and counter-claims about which one is the best. Figuring out which method is right for your business is not an easy question to answer, but here’s some […]

by Clicktools Guest Blogger, Jeannie Walters ~~~ Many customer journey maps are missing one important area of the customer experience. Too many maps and plans don’t have anything representing the “exit” phase of the customer journey. Consider what happens when a customer stops being your customer. It may mean he or she has left you […]

Are customers at the center of your CX strategy? That may sound like an obvious question with a resounding “yes, of course” for an answer. But it’s not as obvious as you may think because many companies simply aren’t structured to support a full circle CX strategy. There’s a renewed emphasis on CX and it’s […]

We are happy to announce the immediate availability of the Clicktools API (beta). With the proliferation of application programming interface (API) technology, it’s now possible to enable communication between disparate applications. Doing so increases their value by creating platforms or ecosystems. In fact, the term “API Economy” emerged to describe how APIs can positively affect an […]

We’ve reached the end of the first week of 2017, which means it’s time to look into my magic ball and see the future. What does this year have in store in the world of feedback, customer service, and customer experience? What trends will emerge to become the buzz of marketing campaigns, the talk tracks […]

By Clicktools Guest Blogger, Annette Franz, CCXP ~~~ How well have you thought out your candidate experience? Is it designed to attract or to frustrate? Do your candidates sing your praises, or do they regret the day their resumes crossed into your inboxes? Do they feel like they’ve thrown their resumes into a sea of […]

By Clicktools Guest Blogger, Jeannie Walters ~~~ Customers used to fall into two categories at most organizations. New customers or “the rest of them.” New customers are the stars of the show – the more we gain, the better! Those others? They might pay their bills on time and seem to be happy since they […]