Category: Blog

  • The Impact of Ambiguous Survey Questions: Ensuring Clear Data for Effective CX Insights

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    Jaime Valle
    in

    As a Customer Experience (CX) consultant, I often find myself discussing the intricacies of survey design with clients. Just last week, a client mentioned an issue that struck a chord with me: they’d received feedback from customers who were so puzzled by the questions in their surveys that they actually contacted the company for clarification.…

  • The Confusion Between NPS® and Satisfaction: A Missed Opportunity in CX Measurement

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    Jaime Valle
    in

    In the ever-evolving world of Customer Experience (CX), clarity is key. As CX consultants, we often encounter well-intentioned efforts to measure customer sentiment that miss the mark due to a lack of focus and precision. A recent example that caught my attention perfectly illustrates some of the most common pitfalls in CX measurement: a simple…

  • Bad Boys’ CX Ultimate Guide

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    Jaime Valle
    in

    Why Are You Here? When setting up a Customer Experience (CX) Programme, the first question you should ask yourself is: why? Why do you want to understand your customers’ needs and motivations? Now, don’t strain yourself trying to find the “correct” answer because—spoiler alert—there isn’t one! The only answer that matters is your own. And…

  • Improving CX by listening to customers beyond surveys

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    Jaime Valle
    in

    In the world of customer experience (CX), one truth holds universally: knowing your customers is non-negotiable. Yet, a recent revelation from one of our clients suggests that even well-intentioned companies can miss the mark when it comes to truly understanding their customers’ needs and pain points. We’ve been collaborating with this client on a series…

  • The Hidden Cost of Outsourcing: How a Single Provider Can Ruin Your Customer Experience

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    Jaime Valle
    in

    In today’s digital age, purchasing products online has become a seamless experience, or so it seems. Recently, I made an online purchase that started as a textbook example of excellent customer experience (CX). The website was easy to navigate, with all the necessary filters, transparent pricing, clear promotions, and a well-structured checkout process. Every step,…

  • The Critical Role of a Complaints Process in Enhancing Customer Experience

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    Jaime Valle
    in

    In the realm of customer experience (CX), complaints are often viewed as a negative aspect of customer interaction. However, when managed correctly, complaints can be one of the most valuable sources of insight for any organization. A well-structured complaints process not only ensures compliance but also acts as a cost-effective way to “listen” to customers,…

  • Think before surveying customers

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    by

    Jaime Valle
    in

    A lot of my clients approach me asking for advice and support to launch surveys to gather insights and feedback from their customers. That’s certainly a valuable approach to uncovering potential areas for improvement, identifying issues, and learning about what they are doing well and not so well. Before taking the survey path, I typically…