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analytics

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it's important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds ...
cx success

Surveys Results are Great, but What About the "Untold" Feedback?

Consistently gathering customer feedback is a great way to see patterns around satisfaction, loyalty and other key performance indicators, but some of the most valuable information hides beyond typical survey results. There are important questions customers would love to answer ...

What's Missing from your Data Insights?

People who know me well would agree I'm mostly right-brained. Though I do like to dig into statistical analysis or metrics, I enjoy right-brained, creative and emotional activities much more. This happens to be an essential trait for reviewing, analyzing and improving customer experiences. A statistical analysis, ...

Ignoring Anecdotal Evidence? Your Customer Experience Will Suffer

A brave new approach to data I recently met with a corporate executive and the conversation was very refreshing for many reasons. He was 100% honest. He explained how tough it can be to get all of his teams aligned. ...

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