Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. Customer Journey Mapping is another case in point. We just need to become more reasonable.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. Central to Airbnb’s customer-centric approach is the Net Promoter survey – a strategic tool for understanding guest satisfaction and loyalty.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

SurveySensum

JULY 14, 2020

James Dodkins – Customer Experience Influencer, Keynote Speaker, Author, CX Trainer. International Keynote Speaker, Trainer, and Content Creator, James Dodkins is named as the UK’s #1 CX Influencer by Customer Experience Magazine. Currently working at Qualtrics as a Sr. Website : [link]. LinkedIn : [link] /.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

JUNE 12, 2015

The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy. Having a sound philosophy and detailed plan is great, but getting the people that actually work with Customers on board with this sound philosophy and detailed plan is essential to success.

Net Promoter Score 60

Net Promoter Score Customer Experience NPS Trends 60

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

SurveySensum

OCTOBER 27, 2020

Irit Eizips is the Chief Customer Officer & CEO at CSM Practice. Being pivotal in shaping Customer Success’ best practices, she has been nominated as a top Customer Success strategist and influencer, year after year, since 2013.

Customer Success 59

Customer Success Consulting Chief Customer Officer Customer Centricity 59

Magellan Solutions

AUGUST 1, 2021

Net Promoter Score is a KPI that measures both customer satisfaction and loyalty. . A positive experience can lead to a purchase and brand loyalty— as a recent Forbes article highlights that customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

Gainsight

MAY 7, 2020

to learn and make the customer feel heard) or positive feedback (e.g., Since we’ve had surveys integrated into Gainsight since 2013 and given our recent launch of our Experience Center , with rich sentiment analytics, many companies are consolidating all of their survey workflows (e.g., for advocacy or expansion).

Software 59

Software Customer Experience Survey B2B 59

Kustomer

JANUARY 21, 2021

VP of Strategy and Analytics at Walker, Troy Powell, knows that one of the most effective things a company can do to provide the best CX is to unite every department and to become more customer-centric across the board. Tips for Transforming a Customer-Centric Business. This team can be assembled from any department.

B2B 72

B2B Company B2C Customer Centricity 72

Qualtrics

SEPTEMBER 17, 2019

If we were to start at the end of this story, we’d say that Jim led the CX program at Farmers Insurance for five years and increased NPS by 60%. In 2013, Farmers Insurance set up a cross-functional leadership group – all of us vice presidents – and I was going to be the CX guy,” says Jim. “I I thought: ‘Man…CX? “I

Insurance 35

Insurance NPS Touchpoint Customer Centricity 35

CustomerSuccessBox

DECEMBER 6, 2021

He is a world-renowned Customer Success growth expert, consultant, and thought leader, Lincoln is one of those celebrated earliest evangelists for Customer Success. He is a complete customer-centric growth mastermind. Aaron has also served as the Head of Customer Success at various B2B SaaS businesses. Alex Farmer.

Customer Success 52

Customer Success Consulting Chief Customer Officer B2B 52

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Back then, I was still six months away from launching my own SaaS company, but I was already encumbered with the industry and curious about this up-and-coming category called “Customer Success.”. Is the Future Really Hybrid?

Social Media 45

Social Media Conference NPS Hotels 45

Chattermill

AUGUST 29, 2018

You need to be able to keep a finger on the pulse of how your customers are feeling. That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” When it comes to providing top-tier CX, the first step is obvious: collection. You also need to know the “why?”. Consulting.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

You need to be able to keep a finger on the pulse of how your customers are feeling. That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” When it comes to providing top-tier CX, the first step is obvious: collection. You also need to know the “why?”. Consulting.

Technology 40

Technology Customer Experience Consulting Survey 40

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. You Mon: Customer Success is the team that once you turn a prospect into a closed-won deal, and they become a customer, Customer Success takes over.

Customer Success 52

Customer Success B2B Metrics Sales 52

Magellan Solutions

MARCH 10, 2022

This can lead to longer handle times and lower customer-centric metrics like first-call resolution (FCR), customer satisfaction (CSAT), customer effort score (CES), and Net Promoter Score (NPS). On top of that, we are a certified ISO 27001:2013 company.

Financial 40

Financial Net Promoter Score Tips Effort Score 40

Amity

OCTOBER 31, 2016

It starts with the engineering team: we want to build a product that doesn’t need us to tell the customer how to use it to be successful. So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform.

Customer Success 0

Customer Success Customers Metrics Sales 0

Customer Guru

DECEMBER 13, 2017

In a global customer experience study conducted by Oracle, it was found that while businesses want to be seen as CX leaders in their industry, they aren’t doing much about it. Source: Oracle Global CX Study, 2013. The biggest challenge is aligning the organization towards the goal of customer centricity.

Customer Experience 119

Customer Experience Chief Customer Officer Customer Centricity Infographics 119

Pointillist

AUGUST 18, 2021

And almost half of all organizations said they track KPIs like NPS ® and CSAT, but have no real way to quantify their impact on business outcomes like cost to serve and revenue. And 41% of CX teams said that the top barrier to quantifying CX ROI is that CX metrics like NPS and CSAT are difficult to translate into revenue and costs.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40