Customer Experience Archives - Mural Technologies

Effective Rubric Scales for Surveys and Scorecards

One of my teams recently was tasked with developing a rubric for assessing work procedures and a dilemma evolved around the scale. This is common for those in customer experience, yet there are guiding principles that will help determine the right approach. Developing an effective rubric is crucial for any organization aiming to measure and

Excellence-in-Customer-Experience-Look-Within-1

“Exceed expectations for every customer, every time”. Every now and then it’s a good idea to reflect within and ask, “am I or my company doing everything we can to provide excellence in customer experience? What would my customers say?” From a Huffington Post article, Esteban Kolsky, CEO of ThinkJar, states 67% of customers mention

Why interactive video will become a critical part of your customer engagement strategy.A guest blog by Andrew Brooks: Mural Co-Founder, Chief Revenue Officer, & Board Member and Co-Founder of interactive video platform, Mindstamp One of companies I sit on the board of, Mural, provides high touch customer on-boarding, facilitated product adoption, on-going customer service and high

Find a detailed look into Mural’s full “Red Carpet” Facilitated Adoption™ experience to ensure maximum user comfort, understanding, and usage of your products. What is Facilitated Adoption™? Done right, Facilitated Adoption™ should drive profit and measurable ROI. But, the first 90 days are the most critical period to the long-term success of an on-boarding experience.

Did you know that National Customer Service Week (NCSW) happens every October? But why have a whole week dedicated to that?! We ALL have customers and should be obsessed about making sure they get value from our products and services, and focused on earning their loyalty every day. A few surprising statistics you may already