Horizon CX

DECEMBER 1, 2023

Perceived Need: A Prerequisite for Success: In sales, the concept of perceived need is fundamental—if a potential buyer does not recognize a need for the product, no sale is possible. Net Promoter Score (NPS) Studies: NPS remains a widely used metric to measure customer satisfaction and loyalty.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. It provides insight into the overall customer relationship and satisfaction.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Michel Falcon Experience

SEPTEMBER 17, 2014

This tells me that companies have acknowledged that they need someone to lead their customer experience programs but they haven’t effectively given them an adequate budget. Think of how much your organization invests in marketing, sales and pr initiatives. Zappos is a case study on how to do this. They think long term.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

TechSee

JANUARY 25, 2023

He is a visionary with a demonstrated ability to identify customer needs and design a strategy that builds innovative, profitable, and scalable solutions, delivering greater customer loyalty and employee engagement. She is responsible for strategy and global business execution, contributing to the Best in Class NPS for IBM Support.

Management 41

Management Automotive Leadership Effort Score 41

ChurnZero

DECEMBER 20, 2019

C S and Sales strengthen their bond. . As we move into 2020, I envision a stronger alignment between C S and Sales. By joining forces and clarifying roles, both teams can deliver a better customer experience and drive more revenue for their organizations. . . Sales and CS collaborations create “pods” of sales.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? CX to Employee Experience Ideas.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Beyond Philosophy

OCTOBER 11, 2019

RICOH Canada has done some incredible work in improving Customer Experience. They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126