Surveys and other customer listening posts are some of the most important foundational tools you have at your disposal to not only understand the current customer experience, identifying what’s going well and what’s not, but to also then design and...
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November 7th Clicktools is moving to a new Community and ticketing system. This is part of our effort to provide world class service. This will allow our customers to raise cases, check case status and reply to cases. Any of...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
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Annette Franz
Jeannie Walters
Samantha Lang