Customers Rock!

APRIL 14, 2010

A recent report that caught my attention is Watermark Consulting’s 2007-2009 performance analysis, which examines Forrester’s 2007 Customer Experience Index and shows how customer experience leaders outperform laggards in the stock market. Countless reports and case studies have proven this linkage. Image credit: TommL ).

Social Media 154

Social Media Case Study Financial Banking 154

Gainsight

OCTOBER 23, 2019

If I was to tell you in 2009 that in just a few years there would be a new category of software almost as prolific as CRMs, customer support, and project management software you wouldn’t have believed me. CSAT/Feedback/NPS. The same could be said for CRMs—a quintessential sales tool. Adoption/Onboarding. He had a point.

Software 60

Software Customer Success Tools Customer Centricity 60

SurveySensum

JULY 14, 2020

She is a Thought Leader, Keynote Speaker, and Published Author and is currently heading the Customer Intelligence Solutions at SAS where she is guiding organizations on the application of advanced analytics and artificial intelligence to harness customer insights and deliver relevant one-to-one experiences. She is the Sr. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ClearAction

OCTOBER 1, 2018

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). CXM status quo reaps quick wins as the path to immediate growth in NPS and revenue.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Clarabridge

MARCH 2, 2017

In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49

Clarabridge

MARCH 2, 2017

In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. The Edelman Trust Barometer has measured our trust in institutions, in business, government and media for over 15 years.

Measurement 40

Measurement Effort Score Net Promoter Score Social Media 40