XM Knowledge Base
5 ways to build better government with citizen feedback
You probably know it’s important to collect citizen feedback on government services, but have you ever thought about all the ways and places you could do it? Just as importantly, do you know how ...
By Stephanie Thum
Crate & Barrel on experience gaps: why they occur and how to close them
Experience gaps occur when a brand fails to meet expectations at any point along the customer journey. It could be a big brand disaster: “I didn’t expect the shop assistant to kick me in the sh...
By Jared Gardner
How Cathay Pacific focuses on passenger feedback to soar above the competition
Customer experience is everything in the airline industry. From the routes they fly to the booking process and the on-board experience, every touchpoint with customers is an opportunity for airlines t...
By Walter Li
Our guide to reputation management strategies
When people look for you online, how do they see you? Are the reviews negative or positive? Does that one frivolous lawsuit stand out above all the positive comments? Today, your online reputation is ...
By Diana Kaemingk
How to use IT help desk surveys to increase satisfaction
We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology...
By Diana Kaemingk
7 ways to improve online reviews
Online reviews hold tremendous power. Case in point: last month, before dining at a restaurant that was recommended to me, I quickly looked up its rating on Google. The first couple of reviews mention...
By Diana Kaemingk
You have experience and operational data. Now what? Governance.
Don’t you just love customer stories? If your business or agency has been around for a while, then you probably know at least one story of how a customer’s life has been transformed by the work...
By Stephanie Thum
5 easy ways to use customer testimonials in your marketing efforts today
This is a guest post from our friend, Jordan Wahl, of G2 Crowd Let’s face it – building strong brand equity isn’t easy nor can it be done alone. It’s more than the work of one mastermi...
By Qualtrics
Subscribe to the Experience Matters blog
Stay up to date with the latest XM thought leadership, tips and news.