Conference Customer Focused Customer Satisfaction 
InMoment XI
MAY 23, 2023
The key message throughout the conference was to be bold and ensure that organisations are aligned, focused, and ready for the future. Recently, a customer was invited into the Aegon offices where he met all those who had helped him on his retirement journey, both back office and customer facing.
Beyond Philosophy
NOVEMBER 6, 2014
All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.
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TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Jeff is truly obsessed with customer service. Follow on LinkedIn.
Beyond Philosophy
NOVEMBER 10, 2014
The ratio is off between internal and Customer measures. There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Customers were not involved in the selection of the KPIs.
NICE inContact
SEPTEMBER 6, 2016
At the same time, we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. This anonymity tends to reflect badly on customer satisfaction, particularly when a customer needs to call repeatedly to resolve an issue.
Customer Bliss
AUGUST 15, 2017
She is a regular speaker at CX events and conferences across Europe. But it did address a major customer experience pain point. They launched it on a smaller scale in some hotels, and saw an increase of NPS/customer satisfaction scores. The process looks a bit like this: Invite customers. Go for them.
InMoment XI
SEPTEMBER 20, 2022
Much like customer satisfaction, employee satisfaction is largely attitudinal and tactical. A major challenge with employee satisfaction, though, was identified some time ago. As a result, it only marginally impacts customer experience and downstream behavior.
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