Sandra Mathis | HCL Blogs
In the “Tools of the Trade” series, we focus on commonly used customer experience tools and practices.If you’ve been following along, you’ll know this is the third and final part in the series. In this article, we’ll be covering the well-known and mu...
In the “Tools of the Trade” series, we focus on commonly used customer experience tools and practices. The series kicked off with empathy mapping, a common yet often misused and misunderstood customer experience (CX) tool that is often confused with ...
Like a dripping, leaky pipe, customer dissatisfaction and churn sound similar. Customers rarely leave without warning; they often signal their discontent multiple times before parting ways. Byt he time underlying issues are addressed, the damage coul...