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Insights from customer experience and business are brought to you by experts from Lighting Beetle.
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How does Net Promoter Score impact revenue growth?
Companies in the top NPS quartile outperform their competitors with 25 % higher revenue growth. However, success lies not in the score itself but in how companies act on the insights.
Kamil Zahorjan
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Three case studies on omnichannel consistency
Omnichannel customer experience isn’t just about a brand's presence on multiple platforms—it’s about integrating them into one seamless whole. Yet, most brands fail to grasp this concept.
Dominika Babulicová
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In the sea of product ideas, how to recognize the most beneficial ones?
Validating an idea before sending it into production seems like common sense. However, many companies forget which aspect of the idea or hypothesis they are actually verifying.
Alžbeta Ivanovičová
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The new reality shapes how consumers perceive brands. How to stay relevant?
The way people build relationships with brands has dramatically changed over the past five years. Yet, not all brands are keeping up. Our framework Experience identities offers a solution.
Dominika Babulicová
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Offboarding: How to end your customer’s journey meaningfully
In today's world, businesses focus on glamorous onboardings but neglect proper endings. The concept of "endineering" explains why offboarding should be equally engaging.
Klaudia Balagová
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5 principles of service design for easier service creation
Improving existing and creating new services is a natural progress in any company's growth. The process becomes easier when you apply the 5 principles of service design into practice.
Alžbeta Ivanovičová
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UX writing: How to make digital bureaucracy understandable
Administrative jargon hinders institutions from connecting with customers. Here’s what working for government and international institutions taught us about UX copy in expert settings.
Dominik Vaszily
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Discovery Backlog: How to seek opportunities for better customer experience
Ideas for enhancing customer experience don't fall from the sky. Luckily, there are techniques to help you build a repository of relevant opportunities ready for validation.
Alžbeta Ivanovičová
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Desirability: Why usability testing ≠ good product
To make sure that a new service will be successful, you should start by trying to answer a simple question: "Will my target customer want to use and pay for this service?"
Walter Lima
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CX and Metrics: How to measure the ROI of a good customer experience
Want to launch a new CX initiative, but your superiors want to see a financial benefit? Set up metrics to show leadership that a better customer experience can actually earn them money.
Alžbeta Ivanovičová
