Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.

ROI 303

ROI Customer Experience NPS Financial 303

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. Can you help us?”.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Daniel Group

AUGUST 19, 2020

We often see companies make great strides in improving Customer Experience (CX), but then they hit a plateau. Following is a story of what one client did to link Continuous Improvement (CI) efforts with their CX program and how the linkage has made a difference. The Customer Experience – Continuous Improvement Plateau.

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

Thematic

SEPTEMBER 18, 2018

Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 79

Customer Satisfaction Chatbots Social Media Omni-Channel 79

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! Data is a critical ingredient for improving the customer experience. It helps us to understand our customers, make better decisions, and deliver the experience they expect. Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map!

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Here are some questions for customer experience leaders to consider. Here are some questions for customer experience leaders to consider.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Education Services Group

SEPTEMBER 19, 2022

Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. When uncertainty looms, there are a few leading practices that those of us in the Customer Success community can focus on to help keep everything on an even keel – for our business, our customers, and ourselves.

Effort Score 52

Effort Score Customer Success Study NPS 52

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences. Close the loop with the customer.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

CX Journey

OCTOBER 15, 2015

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. You’ll be able to determine if you’re making improvements that are most important to your customers, while also understanding the cost or the effort to do so.

Customer Journeys 80

Customer Journeys Metrics Effort Score Touchpoint 80

CX Journey

JANUARY 8, 2016

It appeared on their blog on July 16, 2015. I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience? Benchmarking is stupid.

Effort Score 80

Effort Score Metrics NPS Comparison 80

ProProfs Chat

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. This data-driven model has even found its way into other industries.

Data 64

Data Net Promoter Score Study e-support 64

OpinionLab

MARCH 17, 2016

This contrasts with the counterintuitive consumer survey methodology in which customers had to be selected and were largely restricted in the insight they might provide by endless structured questions….a CX insight collected in your customers’ own words has tremendous value over quantitative scores.

Policies 108

Policies Effort Score Touchpoint Retail 108

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Stella Connect

DECEMBER 14, 2017

This tiny telecommunications provider has managed to stay alive and profitable for over 114 years with outstanding customer service. The Boston Globe calls the Richmond Telephone Company the “industry antidote” to robotic customer service. You need to create an effortless customer experience. Savings is.

Customer Service 40

Customer Service Customer Experience Strategy Effort Score 40

inmoment

MAY 14, 2020

Companies like Apple, Zappos, and USAA all differ in what they provide, but all are recognized for their excellent service because they have taken the time to segment their customers, understand their expectations, and build processes around those expectations. Question #3: Do You Know Who Owns the Member Experience?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

PeopleMetrics

JANUARY 12, 2015

We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Do you have a succinct definition of your customer experience goal? A decline in Client Engagement, NPS or Satisfaction?

Meeting 48

Meeting Customer Experience Net Promoter Score Wireless 48

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Clearly, the billing computer had made a mistake, so I called customer service and explained the issue to a helpful agent. So the customer service they provided was excellent – a 10 on the Net Promoter Score (NPS) scale.

System 48

System Net Promoter Score Contact Center NPS 48

TechSee

JANUARY 25, 2023

Most field service departments operate in a highly competitive and customer-centric marketplace. He leads a global organization of nearly 3,000 team members and over 25,000 contractors who support Dell EMC customers in more than 140 countries. Mark specializes in finding sustainable solutions for large, messy, customer-facing problems.

Management 41

Management Automotive Leadership Effort Score 41

PeopleMetrics

FEBRUARY 11, 2015

This quote from Sonia Simone ''s excellent post entitled How to Create a Deep Connection with Prospects and Customers sums up a question we''ve been grappling with here at PeopleMetrics in recent months: how to help B2B companies differentiate on the prospect experience and close more sales. That is a lot of time and effort.

Sales 48

Sales Net Promoter Score Effort Score B2B 48

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. I constantly hear things like, “Our average score has moved from 8.25 ” Or, “Our average score for tech support is 6.72 to 8.31 — we are improving!”

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Chattermill

MAY 23, 2018

customer experience. The increasing buzz around customer experience (CX) is good news for both brands and consumers. Finally, businesses across the board, are starting to focus on delivering maximum genuine value to their customers rather than spending astronomical budgets on ads with the hope that people will buy their product.

Marketing 40

Marketing NPS Effort Score ROI 40

Waypoint Group

DECEMBER 3, 2015

As published in DestinationCRM , the article begins morbidly with, “Less than a quarter (23 percent) of business-to-business (B2B) firms have implemented customer experience (CX) programs that lead to substantial annual revenue growth.”. And in order to do that effectively, recognize that B2B customers are rarely ever 1 person.

B2B 40

B2B Customer Experience B2C Analysis 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

delighted

OCTOBER 5, 2021

Have you ever experienced amazing customer service that went above and beyond your expectations? Imagine being able to deliver that kind of experience to your customers on a regular basis. Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time.

Metrics 89

Metrics Net Promoter Score Customer Service Effort Score 89

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. in per-customer incremental revenue.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. Your colleagues in the SaaS world tell you that it’s the best way to take your customers’ pulse. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Wait, what is NPS exactly? ” Setting up an NPS program?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Retently

AUGUST 9, 2018

How much do you focus on customer retention? If you don’t, you’re likely to hemorrhage money in the long run, given that acquiring new customers will cost you 5 times more than retaining existing clients. Because it’s one of the best ways to increase customer satisfaction and trust in your brand.

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

Experience Matters

DECEMBER 31, 2015

It’s a pleasure and an honor to be a part of your customer experience efforts, and I look forward to helping you drive even more success next year. Before we move on to 2016, here are the 15 most-read posts from 2015: Seven Steps for Developing Customer Journey Maps. Report: 2015 Temkin Experience Ratings.

Net Promoter Score 120

Net Promoter Score Customer Journeys Infographics Effort Score 120

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

BirdEye

OCTOBER 5, 2023

The stakes are high, with 91% of customers admitting they'd switch to a competitor following a poor customer experience. By getting inside the minds of your customers, you’ll gain actionable insights to craft a brand image that resonates, engages, and stands out from the competition. How to measure brand perception?

Examples 64

Examples Measurement Brands How To 64

Michel Falcon Experience

OCTOBER 21, 2015

If you want your customers to truly become loyal to your service or product then your customer experience needs a strategy. It’s common for me to open my keynote speaking engagements by asking the audience two questions, so I can gain context around where they are at in their customer experience development plans.

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

CX Workout - Ideas Blog

DECEMBER 22, 2020

The goal of every brand is to create positive emotional experiences that deepen the brand’s relationship with its customers or buyers. 2015 further confirmed that gratitude fosters commitment and enhances loyalty. Decooda’s research into emotions shows that experiences rarely evoke gratitude among more than 5% of a brand’s customers.

NPS 52

NPS Financial Survey Effort Score 52