Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Lumoa

AUGUST 5, 2022

Experts believe that the modern retail industry will follow a similar pattern as it did during the 2009 recession. There are two important aspects here, which are seasonality and understanding what part of the price variable customers are opposing. Price Hike-NPS Correlation. The Impact of Global Events on the Retail Industry.

Retail 208

Retail Feedback Trends Consumers 208

Chattermill

SEPTEMBER 11, 2019

Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making. Netflix is customer obsessed. Netflix is obsessive in its pursuit of customer satisfaction. So tailoring your touchpoints becomes invaluable. It begins with data collection.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process 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?

Chief Customer Officer 98

Chief Customer Officer Customer Centricity Call Center Metrics 98

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116