These nine curated resource hubs cover the customer experience discipline end-to-end — from defining the customer experience itself and mapping the customer journey through to running call centres, loyalty programs and service recovery, and designing the team that delivers it all.
Pair these resources with our Net Promoter Score guide for the headline customer-loyalty metric, our Customer Feedback guide for the survey and analysis lifecycle, and our Customer Experience Consulting service when you need help putting it all into practice.
Customer Experience
Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the customer journey.
Customer Journey Mapping
Exploring different areas of customer journey mapping with practical "how to" information.
Customer Lifetime Value
Customer Lifetime Value is the profit that a customer generates over their relationship with a company.
Call Centres
Effective call centres are a critical channel for customer experience. These resources cover staffing, scripting, technology and metrics that move the needle.
Customer Service
Customer service is important for every business. But what is great customer service and how do you deliver it?
Customer Loyalty Programs
Customer Loyalty Programs need regular check-ups to make sure they are still achieving their objectives.
Customer Retention
Keeping customers is often a much more effective growth strategy than finding new ones.
Service Recovery
Service recovery is the discipline of turning a customer failure into a stronger relationship. These resources cover detection, response and the systemic fixes that prevent the next incident.
Best Practice Customer Experience Team Design
A featured deep-dive from the Genroe blog on how to structure a customer experience team that actually delivers business outcomes.
Our Latest Customer Experience Posts
Best Practice Customer Experience Team Design
CX teams without C-suite air cover quietly fail — every time. The structure, talent and reporting line matter, but they're downstream of the one factor most companies underestimate. Here's what a high-performing customer experience team actually looks like, with a CyberCX case study and the non-negotiables for making it work.
Generating Higher Profits by Managing Customers as Financial Assets
"Your customer is your most powerful asset" gets quoted in every leadership offsite — and almost nobody runs the customer portfolio with the financial discipline they'd apply to a capital asset. Here's how to fix that, with the corporate governance, portfolio management and reporting changes that turn customers from a soft metric into a managed asset class.
2024’s Best Customer Journey Mapping Tools
Interest in customer journey mapping has spawned a small industry of dedicated journey-mapping tools — plus a perfectly reasonable case for using Miro or Lucidchart. Here's a 2024 review of the main dedicated tools (Out of Dark, Quadient and others), what they do that generalist diagrammers don't, and how to choose between dedicated and generalist for your needs.
Cross-Selling: How Successful Companies Capture More Value
Selling to an existing customer is a 60-70% probability bet. Selling to a new prospect is a 5-20% one. McKinsey puts the lift at 20% on revenue and 30% on profit when cross-selling is done well. Here's why cross-sell beats acquisition on almost every dimension, and how to lift your success rate without becoming the sales team customers dread hearing from.
When APIs Don’t Talk: The Digital Standoff for Non-Technical Users
Both your SaaS vendors told you integration would be easy because they "have an API" — and then somehow it wasn't. Here's why APIs alone often fail to actually connect two systems, and how webhooks and data pumps quietly bridge the digital standoff. Written for non-technical users who keep getting handed the problem to solve.
The Top Customer Experience Podcasts in August ’24
For a niche industry segment, customer experience has a surprisingly deep podcast catalogue. Most of them aren't worth the commute. Here's the regularly-updated list of the most popular CX podcasts, ranked by Apple ratings and filtered to active production, so you can subscribe to the ones that earn their place.