Retently

JULY 28, 2023

Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Horizon CX

NOVEMBER 7, 2019

I would like to believe that we are not, as a culture here in the USA, heading down the path of further degradation of the English language. How could we as a culture ever degrade into this level of conversational idiocy and feel that it passes for normal. Follow me downstairs and I’ll show you what we <expletive> have.

Social Media 113

Social Media Culture Retail Tips 113

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Effort Score 40

Effort Score Measurement Analysis Social Media 40

ShepHyken

JULY 11, 2022

The ones you want are about the customer and include CSAT, NPS, CES, CLV, and more. In the last six months alone, one in ten workers said they had quit their jobs, resulting in the highest UK quit rate since 2009. My Comment: Over the years, I’ve shared many articles about culture and “internal customers” (employees and co-workers).

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Retently

OCTOBER 19, 2018

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES.

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

SurveySensum

JULY 14, 2020

She strongly believes that corporate culture and employee experience directly impact customer experience. He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

CX Workout - Ideas Blog

DECEMBER 22, 2020

This was then followed up by asking NPS for both brands. Below are the collective NPS scores for the brands that went above and beyond and the brands that let people down. Our exploration of NPS illustrates that how brands interact with their customers is more critical in 2020 than ever before. Eggert et al., About Decooda.

NPS 52

NPS Financial Survey Effort Score 52