Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Healthcare companies can violate federal law when responding to online reviews if they are not careful. When Responding to Online Reviews, Keep HIPAA Guidelines in Mind  When responding to online reviews be sure…

Customer-Journey-Map

Without context, customer data is useless. We’ve seen this before when we collected online reviews from 51 Carmax locations. A customer journey map is a tool that provides critical insights necessary for success – from customer acquisition to retention to customer advocacy. Customer Journey Map, Defined By mapping the customer journey, brands get a high-level…

Welcome to Customer Insights, a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Blake Morgan interviews SAP CMO Maggie Chan Jones about the evolving role of the CMO. Subscribe to receive these stories and more every week in your inbox. The Changing Role of the CMO…

Monitoring and managing customer feedback is critical to business success. Customer feedback provides insights into the customer experience, allowing you to improve operations, user experience, customer service, and all other functions of your company. Today, there is a lot of customer feedback scattered all over the Internet — on online review sites, on social media,…

Have you ever wondered which companies today are able to deliver the most outstanding customer experiences? With customer experience (CX) emerging as one of today’s most important business benchmarks, it’s useful to understand how winners and losers are determined by their ability to manage, measure, and improve CX. And it can be inspiring to see…

Delivering the best possible customer experience has become a top priority for companies today, with many considering “CX” as their most important business benchmark. And for good reason: customer experience has consistently proven to be a key growth driver and competitive differentiator.   Finally making CX an integral part of your strategy? Here are 5…