Maxie Schmidt

Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Amex recently improved survey response rates by 250-300%.

At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX). To help convince attendees it’s possible, I asked two wonderful guest speakers to highlight their organization’s efforts to move beyond surveys in CX. Read their stories.

To give you insights on the state of voice-of-the-customer (VoC) and customer experience (CX) measurement programs, my colleague Faith Adams and I are collaborating on a new piece of research. It will feature insights from our new State of VoC & CX Measurement Programs, 2020 survey, which is live now! If you are involved in your […]

Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.

You won’t succeed as a customer experience (CX) professional if you don’t know your strengths or if your strengths aren’t a good match for the CX challenges facing your organization. That’s what I learned from my recent research with successful CX professionals. My research uncovered three key findings that are detailed in my report, “How […]

Value for customer is a customer’s perception of what they get versus what they give up when doing business with a firm. Four dimensions make up the overall value a customer perceives: 1) functional; 2) experiential; 3) symbolic; and 4) economic. But which combination is the right one? Find Your Organization’s Value Sweet Spot! The value-for-customer sweet […]

Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.

Have questions about CX measurement, business cases, and ROI? Get answers in this Q&A.

Ask three people what they mean by “value,” and you’ll get five definitions. Unfortunately, that lack of clarity means that your stakeholders and colleagues won’t understand the different concepts behind value and will talk at cross-purposes, which wastes time and energy, holding back your organization from making the changes it direly needs. When discussing value […]

Tie proposed CX initiatives to what executives care about most. Find guidance for building a business case.

By ignoring CX, you leave big money on the table. Discover why CX drives business results and how to calculate just how much your firm stands to gain.

CX pros have been asking how their firm’s NPS compares to other firms’, so we decided to publish our NPS benchmarks data for the first time.

Discover a simple way to measure the value you deliver to customers using data you likely have on hand.

Most companies devote so much time and attention to surveying employees that they overlook other sources of insights. What’s more, they fail to use the insights they do collect to make employee experience (EX) improvements. That’s why Sam Stern and I published a new report called “EX Measurement Best Practices: New Data Sources, New Insights, […]

Executives in nearly one out of two organizations use Net Promoter Score (NPS)* to gauge CX success. This is what CX professionals told us in our recent survey. Are you wondering if NPS is right for you? Are you trying to find the right top-level CX metric for your organization? Then check out my new […]

You know customer journeys matter. But unless your company is the exception, you probably don’t know how well each journey performs. Does it . . . deliver value to customers? . . . meet short-term and long-term organizational goals? . . . help improve employee experience? . . . shine in make-or-break moments? . . […]

How do you measure customer effort? Most customer experience (CX) pros use surveys. While the question text and scale they use can differ, the resulting score measures the level of effort. But we need to move beyond only measuring the level of effort. My new report explains why and gives suggestions for improving customer effort […]

Most firms love to talk about the value of customers but don’t get value for customers right. That’s ironic because customers that get value create business value in return by increasing profitability and market share. Academia has written about value for customers for decades. But businesses have been sluggish and incomplete in applying it. We […]