Beyond Philosophy

MARCH 16, 2023

His research focuses on customer satisfaction, customer experience, measurement, and management. Morgeson thinks there are two answers: Organizations need to do more than measure satisfaction. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005.

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Comm100

MARCH 2, 2022

While investing in a CX program that attempts to meet or exceed these expectations seems reasonable, this can be a Sisyphean effort. However, while most large organizations collect operational data, many face difficulties with experiential data, which measures emotions and intentions rather than observable and objective stats.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. While the OEM has played and is playing an important role, this is still a dealer-led effort. The statistical correlation between these two measures is significant.

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. While the OEM has played and is playing an important role, this is still a dealer-led effort. The statistical correlation between these two measures is significant.

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

Beyond Philosophy

JUNE 16, 2022

My second book was Revolutionize Your Customer Experience (Palgrave MacMillan, 2005), about customer-centricity. For me, the answer to this is in measurement . I talk about measurement and why it is essential to customer strategy programs. That’s because what gets measured gets done. Present your evidence.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Beyond Philosophy

DECEMBER 28, 2020

Over the next 30 months, Maersk improved its Net Promoter Score (NPS)® by 40 points and led to a 10 percent increase in shipping volumes. In research that we did with London Business School back in 2005 for my book The DNA of Customer Experience: How Emotions Drive Value , we discovered that 20 emotions drive and destroy value.

Culture 97

Culture Net Promoter Score Consulting Effort Score 97