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
6 Ways You Can Use Service to Increase Sales and Lower Costs in Your Contact Centre
Most contact centres see service as a cost line and sales as a separate team. That separation leaves money on the table, good service is one of the cheapest sales channels a business has. Here are six ways to use service to lift sales and cut costs at the same time, including a real FMCG example where four query categories explained 70% of inbound.
Fixing Customer Pain Points Using Customer Journey Maps
A journey map sitting on a Confluence page generates no value. The point is using it to find and remove the customer pain points it surfaces. Here's how to use a journey map operationally, instrumented with transactional feedback, cross-referenced with complaints, and walked end-to-end as a customer, so the pain points get found and fixed instead of just documented.
8 Essential Customer Experience Metrics and Best Practices (2024)
There are dozens of CX metrics on offer, and most companies pick wrong — either tracking everything and acting on nothing, or fixating on the single number their CEO heard about at a conference. Here are the eight metrics that actually matter, when to use each one, and the best-practice rules for tying them back to business outcomes.
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.
Predicting Customer Churn In B2B and B2C
Subscription models have turned churn prediction from a back-office calculation into a board-level metric. The maths is harder, the signals are noisier, and the stakes are higher. Here's how to build a churn-prediction system that actually catches at-risk customers three to six months before they leave, in both B2B and B2C.
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.