It's been a few months since our previous post about voice of the customer programs being inadequate indicators of customer experience in general and customer satisfaction in particular. Recently we came up with some additional data about this topic that we thought would be important to share with our readers.

During a recent analysis for one of our large customers who is adamant on using VoC programs…

ClickFox CEO, Marco Pacelli, has a new column over at Business Insider . We’ll be sure to cross-post his articles here as well. Enjoy!

“What is Customer Satisfaction—Really?”

High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Let’s face it – customer satisfaction is at an all-time low in our country. So, what exactly is going on?

For…

When potential customers ask us to explain why our Customer Experience Analytics (CEA) solution is different from anything else they have ever seen, we usually hear a follow up question mentioning the multi-channel capabilities of business intelligence and data warehouse vendors. Many people fail to realize that there is a tremendous difference between analyzing multiple channels as separate silos versus analyzing customer traversals across multiple customer interactions touch-points. When we refer to cross-channel analytics,…

Avinash Kaushik wrote a terrific post on his blog, Occam's Razor, titled " Aggregation of Marginal Gains: Recession Busting Analytics! " which touches on topics that apply not only to web analytics but can be expanded into customer experience analytics as well. If you haven't read Avinash's post, do that now, then come back and read more here.

There's a new white paper in our download library that I wanted to make everyone aware of. The topic of discussion is customer satisfaction (CSAT) and how our customers have been leveraging ClickFox CEA to improve their CSAT metrics. Here a quick summary:

Customer satisfaction (CSAT), the measure of how products and services supplied by a company meet or surpass customer expectations, is a key performance indicator within the enterprise and in a…

ClickFox has recently published a couple of case studies that we wanted to make sure you were aware of. These case studies are based on real world data and show how Customer Experience Analytics has enabled corporation to better understand their customers and gain tremendous business advantages. For the financial industry, we published a case study titled Harnessing the Value of Customer Behavior Insights at a Global Financial Services Powerhouse . Here's the case study overview:…