Eptica

FEBRUARY 6, 2019

What’s more, traditional VoC surveys are focused on numeric, quantitative metrics because these are easiest to analyze and are good for revealing, for example, that your customers are unhappy. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

Automotive 73

Automotive Social Media Contact Center Banking 73

CX Journey

APRIL 7, 2016

We have been part of many innovations and successes. Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). Instead, focus on leading “revolution indicators” (i.e., ideas generated and ideas implemented) to generate value-adding ideas and new service actions.

Culture 80

Culture How To Net Promoter Score Airlines 80

Help Scout

AUGUST 11, 2021

Experience reliability & innovation. Fonolo also offers several other resources if blog posts aren’t your preferred way of learning, for example: White papers. HubSpot has a regular publishing cadence of content like webinars, blog posts, white papers, and ebooks. White papers. Guest posts.

Customer Service 80

Customer Service eBook Leadership Resources 80

Esteban Kolsky

MARCH 13, 2018

I introduced my framework for doing customer experience and furthered the concept from a project to an enterprise-wide initiative – including a discussion on metrics, technology, and early peek into results. Then we did the second webinar. Some of the areas where we have seen some value returned: Efficiency. Time-to-handle. Bits and pieces?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. This is more about service innovation, and not surprisingly, I have a slightly different take on the world.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Amity

JUNE 24, 2016

Often, executives will make investment decisions based on immediate and tangible results they are most comfortable and familiar with those with obvious measurable results attributed to a single department. How does this make us more innovative, competitive, and cost-effective? What is the investment and resources required?

Customer Success 71

Customer Success Infographics ROI Customer Centricity 71

Amity

NOVEMBER 13, 2014

Those with obvious measurable results attributed to single department. For example, money spent on marketing programs results in leads, or spent on content results in tangible items like presentations, videos, infographics and white papers – which can then in turn be used to generate more leads.

Customer Success 48

Customer Success Competitive Advantage Infographics Case Study 48

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. Bring in the Voice of the Customer to fuel innovation throughout the organization. White Paper.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40