Articles about customer experience from the TextExpander blog.
Customer service trends point teams toward stronger relationships and smarter use of AI. See six shifts to consider, including agent experience, security and privacy, real-time co-browsing, and contactless service.
Customer support can improve in the new year with a few focused changes. See six tips on giving customer-facing teams more autonomy, working cross-functionally, gathering feedback, and favoring quality over quantity.
Customer satisfaction is hard to capture with a single score. See five ways to measure it, including CSAT, CES, NPS, referrals, and renewals, and why combining several sources gives a more accurate picture.
A customer experience audit reviews every interaction a customer has with your company. See how to run a CX audit and eight reasons to do one, from reducing churn and setting baselines to finding quick fixes.
Mapping the customer journey helps close the gap between how you see your customer experience and how customers see it. Learn five benefits, from better onboarding to lower churn, and five steps to build your first map.
Segmentation groups customers by shared traits like industry, size, or behavior. See how segments help you tailor communication, focus on the right customers, refine pricing, and scale customer support.
A customer journey map shows your product from the customer's point of view. Support teams can use one to understand customers holistically, offer proactive help, improve the product, and refocus executive priorities.
Building a culture of customer advocacy puts the customer's best interest ahead of the company's. Get tips for advocating for customers inside your organization and for turning satisfied customers into vocal advocates.
Customer insights blend KPI data with product behavior to show who your customers are and what they need. Learn how to gather feedback, sentiment, analytics, and user tests, then turn findings into personas and journey maps.
