InMoment XI

OCTOBER 4, 2024

Encourage a customer-centric culture. Let’s look at a few examples of how businesses put CXM into practice: An online sports watch retailer enables omnichannel support to let customers interact with them via Instagram, email, and live support chat. Customer-centric companies are also 60% more profitable than their competitors.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

SurveySensum

NOVEMBER 5, 2024

Nike is one of the most reputable apparel and shoe brands in the sports industry, boasting a value of over 30 billion US dollars. Not just that, Nike NPS score is currently at 36 which can be considered a good NPS score as the retail and consumer goods industry’s average NPS score is 41.

NPS 52

NPS Loyalty Strategy Loyalty Programs 52

Experience Investigators by 360Connext

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. How you communicate will be based on your organization, your culture and your communication options.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Totango

NOVEMBER 10, 2021

Customer success is a team sport, so promoting a culture of collaboration throughout the entire company by incentivizing overall company performance helps encourage communication and cross-collaboration. Net Promoter Score (NPS). Expansions & Upsells.

Net Promoter Score 87

Net Promoter Score NPS Sports Customer Success 87

Experience Investigators by 360Connext

DECEMBER 8, 2020

Did a higher Net Promoter Score (NPS) lead to an increase in retention ? Customer experience is a team sport. What was the best business outcome we achieved due to our work in customer experience ? Customer experience work is not just about making customers happy. CX has to be related to business outcomes.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Drive culture change. A display of how everything is measured (Net promoter score).

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Totango

NOVEMBER 10, 2021

Customer success is a team sport, so promoting a culture of collaboration throughout the entire company by incentivizing overall company performance helps encourage communication and cross-collaboration. Net Promoter Score (NPS). Expansions & Upsells.

Net Promoter Score 76

Net Promoter Score NPS Sports Customer Success 76

Alida

MARCH 10, 2017

Brian Solis, a digital analyst and a renowned keynote speaker, says successful CX programs start with a culture of customer-centricity. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Building a CX Strategy.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Support EXP

MARCH 1, 2022

Since its introduction in 2003, something of a cottage industry has sprung up around attacking the Net Promoter Score®. In school, sports, politics, business – there seems to be an obsession with knowing who is the leader at any given moment, and where everyone else falls in comparison.

NPS 52

NPS Metrics Net Promoter Score Comparison 52

ShepHyken

AUGUST 29, 2016

Entrepreneur) Kuiu sells high-end apparel and equipment designed for fit hunters who are serious about their sport. Kuiu is a hunting gear company that has a customer focused culture. The Ultimate Net Promoter Score Infographic by CustomerGauge. The Future of Customer Loyalty is Flexibility by Jim Tierney.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Experience Investigators by 360Connext

JUNE 28, 2022

Did a higher Net Promoter Score (NPS) lead to an increase in retention ? Customer experience is a team sport. What was the best business outcome we achieved due to our work in customer experience ? Customer experience work is not just about making customers happy. CX has to be related to business outcomes.

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Up Your Service

AUGUST 8, 2018

KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “12 building blocks of uplifting service culture.” SPEAKING.COM: What are a few of the 12 building blocks of service culture?

Culture 53

Culture Airlines Net Promoter Score Leadership 53

Kustomer

APRIL 25, 2022

Companies need to rethink what quantitative data you collect, such as average response time and net promoter score, and how it coordinates with qualitative data, such as customer service questionnaires, to support decisions in the ongoing development of the CX strategy. Learn How to Turn CX Into a Team Sport.

Strategy 89

Strategy Company e-support How To 89

Up Your Service

AUGUST 8, 2018

Building a Service Culture, an interview with Ron Kaufman. RON KAUFMAN: This speaks directly to the area that I’m best known for around the world: developing “uplifting service cultures.” Furthermore, these companies incorporate what I call the “ 12 building blocks of uplifting service culture. Number one: Where are we weak?

Culture 40

Culture Airlines Net Promoter Score Leadership 40

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. NPS (Net Promoter Score) is undoubtedly a powerful tool in gauging customer loyalty and, by extension, the health of an organization. Being largely subjective in nature, CX can sometimes be difficult to decipher.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

ClearAction

JANUARY 6, 2021

This is success-limiting because Net Promoter Score® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. This can significantly shift your culture to much higher customer-centricity maturity.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

ShepHyken

JULY 31, 2020

But a strong customer service culture cannot be copied.”. Measure Customer Satisfaction Beyond Traditional C-SAT Scores. As the standard of retail customer care has become more homogeneous, the C-SAT score isn’t as relevant with the Net Promoter Score (NPS) assuming the all-important role today.

Customer Experience 112

Customer Experience Customer Service Net Promoter Score Self Service 112

Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Hey, everyone. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ClearAction

OCTOBER 12, 2022

Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. Churn Rate is affected by First Contact Resolution (FCR), Effort Score, and Satisfaction. This stimulates customer-centric culture (+ employee-centricity and partner-centricity).

Metrics 62

Metrics Management Effort Score ROI 62

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). According to CustomerGauge’s 2022 report , NPS sports an impressive 41% trust rating among B2B businesses – higher than any other rating system of its kind!

NPS 195

NPS Effort Score Customer Centricity Loyalty 195

Michel Falcon Experience

APRIL 23, 2019

I spend a few hours a week studying other companies and use their stories as motivation to constantly strive to be better than we are today (as of writing this blog post our Net Promoter Score is 79). To truly build a people-first culture, you must include EVERYONE in your company to deliver experiences like these.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

BirdEye

OCTOBER 5, 2023

Brand associations: Form partnerships with brands that align with your values, like Red Bull’s collaborations with extreme sports events. Employee advocacy: Ensure staff embody brand values, exemplified by Zappos’ renowned customer service culture. Net promoter score(NPS) NPS measures brand perception and customer loyalty.

Examples 64

Examples Measurement Brands How To 64

C Space

FEBRUARY 12, 2020

And it changes the culture of a company; it’s not a hit product culture any more, but a customer centric culture. Christina Stahlkopf explains everything you need to know about Net Promoter Score and how to retain, grow, and convert brand advocates. This changes how companies build products. Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

C Space

SEPTEMBER 27, 2019

I want to have a sports car, but that’s not what they want to hear. Where Net Promoter Score Goes Wrong. Where Net Promoter Score Goes Wrong. Innovative culture. You could be a guy who’s trying to pick up the girl, and so you try to impress her with: “I want a Prius. I want to be so green.”

Net Promoter Score 40

Net Promoter Score Social Media Connections Sports 40

Amity

JANUARY 30, 2014

To accomplish this, companies will focus across three dimensions: designated client and support team relationships, the utilization of customer success based software to understand usage, adoption and an attribute of usage health, and the use of a Net Promoter Score (or similar) feedback loop. What woke them up in the morning?

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Up Your Service

APRIL 9, 2018

Your Service culture-building programme designed by world renowned service expert Ron Kaufman. Opening of the Fiji Airways Premier Lounge, a world class Business Class Lounge at Nadi International Airport, which has been extremely popular with guests (having a 2018 Net Promoter Score of 86).

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Up Your Service

APRIL 9, 2018

Your Service culture-building programme designed by world renowned service expert Ron Kaufman. Opening of the Fiji Airways Premier Lounge, a world class Business Class Lounge at Nadi International Airport, which has been extremely popular with guests (having a 2018 Net Promoter Score of 86).

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Michel Falcon Experience

FEBRUARY 19, 2016

Created streams in Hootsuite to track keywords and hashtags, like #CX, customer service, customer experience, Net Promoter Score and many other relevant search terms. When I was getting my career started, Zappos was fast becoming a recognized company for their customer-focused culture. Step 3: Invest in Yourself.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Beyond Philosophy

JUNE 4, 2015

Much of this is, culturally, operationally, and from a communications perspective, is what we have been describing as “inside-out advocacy” for years. Worse, it can sometimes feel like ‘the enterprise culture’ as we know it has lost its way with stakeholders, especially with regard to being purpose-driven and trust-based.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

NetBase

MAY 1, 2019

Or assess influencers by cultural interests, like Fashion & Entertainment, Health, Sports & Outdoors, and Food & Travel. This reveals who has the most followers among professions like Bloggers & Journalists, Executives & Professionals, Politics, Policy & Religion and Students & Academia. So that’s the why.

Social Media 43

Social Media Report Analysis Analytics 43

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences.

Culture 12

Culture Employee Engagement Company Engagement 12

Michel Falcon Experience

FEBRUARY 11, 2019

In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Company culture, employee engagement and customer experience. That culture matters, employee engagement matters. Pete’s Beach, Florida.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Qualtrics

APRIL 14, 2021

With more than 39,000 employees worldwide and a mix of both B2C and B2B relationships, Lumen was looking for a company-wide solution that would help them build a customer-centric culture to deliver business results. The company’s 100 brands support structures ranging from schools to sports arenas.

B2B 26

B2B Examples B2C Net Promoter Score 26