Horizon CX

JULY 20, 2018

Measuring CX with NPS. NPS rose up as a more efficient alternative to the old customer satisfaction surveys and, today, more than two-thirds of the biggest companies in the world use it. If you have no explicit need for big data, don’t waste your time with it.

Brands 20

Brands Net Promoter Score Chatbots NPS 20

Horizon CX

MARCH 19, 2022

The real question that businesses need to be asking themselves here is when they use both AI and human interactions in an integrated manner to serve customers is whether they are enriching or diminishing the customer experience at those touchpoints—and especially those critical touchpoints as they can be the most impactful and critical among all touchpoints (..)

Customer Journeys 130

Customer Journeys Touchpoint Average Handle Time Survey 130

Horizon CX

DECEMBER 31, 2018

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations. I’ve had recent discussions with organizations that have simply stopped using it because it didn’t deliver on their lofty expectations.

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Horizon CX

OCTOBER 3, 2020

Among them is the Net Promoter Score, (NPS) the overall customer satisfaction score, (CSAT) the Customer Effort Score (CES). This also must be a dynamic process because as customer needs change to do expectations around their experiences. Metrics and Measurement.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

Horizon CX

OCTOBER 2, 2023

Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data. I had covered my bases with the actual inventory number. I had not closed the loop with the inventory politics. SUPERVISOR: Scott, we need more surveys. ME: How many more do we need?

Net Promoter Score 130

Net Promoter Score Survey Retail System 130

Horizon CX

APRIL 1, 2020

By Peter Swaim, MBA, CSSGB, CX-PRO, VP Marketing, HorizonCX. Several years ago, before the term Customer Experience (CX) had become mainstream, I attended a lecture on Customer Satisfaction and why measuring it was important for businesses.

Hotels 147

Hotels Conference Advertising Travel 147

Horizon CX

APRIL 30, 2024

Organizational Transformation: The Role of Customer Experience Professionals Introduction Organizational transformation is often perceived as an elusive goal, reserved for C-suite executives with immense power and influence. That may be true in many instances, but the reality is more nuanced.

Customer Centricity 130

Customer Centricity Competitive Advantage Culture Customer Experience Professionals 130

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Horizon CX

FEBRUARY 29, 2024

The Power of Purging Perfunctory Performance Introduction In the bustling world of business, where metrics often dominate discussions and efficiency reigns supreme, one crucial aspect can sometimes be overlooked: the human element.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Horizon CX

FEBRUARY 7, 2024

Balancing High-Tech Solutions with Human Touch: Ensuring Customer Experience Remains Personal Introduction In today’s fast-paced digital age, the allure of high-tech solutions and artificial intelligence can be irresistible for businesses seeking efficiency and cost-effectiveness.

Self Service 130

Self Service Loyalty Customer Service Representative Omni-Channel 130

Horizon CX

JANUARY 2, 2024

Closing the Loop: Valuing Customer Feedback Beyond Surveys Introduction In the dynamic realm of customer experience management, one often overlooked aspect is the importance of closing the loop with customers after they have provided their valuable feedback, especially within the context of surveys.

Metrics 130

Metrics Survey Communication Effort Score 130

Horizon CX

NOVEMBER 9, 2023

The Frontline Struggle: Unraveling the Challenges of Business-to-Consumer Customer Experiences In the bustling world of business, where transactions occur and relationships are built, the frontline plays a pivotal role in shaping customer experiences.

Leadership 130

Leadership Training Loyalty Customer Centricity 130

Horizon CX

AUGUST 7, 2023

Diversity, equity, and inclusion (DEI) is a concept that has been given a lot of attention in recent years and now appears to be the target of assaults in certain areas of the country as being a trendy ideology.

Culture 130

Culture Innovation Groups Communication 130

Horizon CX

JUNE 27, 2023

Unifying Customer Experiences – Bridging the Gap Between Marketing Branding and Service Delivery Introduction In the realm of customer experience, two critical aspects often vie for attention — marketing branding and service delivery.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Horizon CX

MAY 19, 2023

In Customer Experience, we often hear about transformational change as one of the descriptors of those within the discipline and many CX professionals have fashioned and even subtitled themselves as organizational change agents.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Horizon CX

APRIL 3, 2023

You know you’re in for a lame and frustrating customer service experience when the recorded voice says to you, “Please listen carefully as many of our options have changed.” How often have you heard that phrase from the same business you happen to call many times over? And exactly how often do these choices warrant changing—weekly, daily, hourly?

Contact Center 130

Contact Center Call Center Entertainment System 130

Horizon CX

DECEMBER 21, 2021

Here we are at the cusp of 2022, a point in time where many of us might have been inclined to believe that we’d be looking back at the year about to end—the past two years in fact—in reflection of another year dominated by a pandemic winding down and about to gradually end.

Leadership 130

Leadership Measurement Groups Customer Experience Professionals 130

Horizon CX

MAY 7, 2021

In today’s world of surveys and Net Promoter Systems, the term “closing the loop” or “closed-loop process” have become common terms in many organizations. There are roles responsible for closed-loop programs and closing the loop with customers.

Culture 130

Culture Net Promoter Score Hotels Survey 130

Horizon CX

MARCH 1, 2021

Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

Horizon CX

JANUARY 4, 2021

The year 2020 will go down in history for a multitude of reasons, some of which we will not so fondly remember and some of which we may choose to forget. In its wake, it may have hindered customer experience to a certain degree but it also enabled some changers that will thankfully hang around for a while and perhaps some permanently.

Retail 130

Retail e-support Customer Centricity Customer Experience 130

Horizon CX

SEPTEMBER 10, 2020

How often have we found ourselves witnessing a company’s leadership suddenly experience the revelation that their competitors, who have adopted the best practices of Customer Experience Management, are showing impressive positive returns and a clear competitive advantage?

Competitive Advantage 130

Competitive Advantage Leadership Knowledge Base Culture 130

Horizon CX

AUGUST 10, 2020

This blog is about human to human interactions and emotions—you know, the kind of interactions that those of us within the Customer Experience discipline profess to know the most about and have spent the most time mastering the art of conversation. So, let’s begin with a definition to get us all grounded.

Communication 130

Communication Social Media Leadership Groups 130

Horizon CX

JULY 2, 2020

I had never heard of the term microaggressions until the recent uprising over the George Floyd killing by a Minneapolis police officer. To be clear, that was not a microaggression.

Culture 130

Culture Groups Comparison Communication 130

Horizon CX

MAY 1, 2020

At this most difficult time amidst a pandemic that we as a nation seem to have been so significant and remarkably unprepared for here within these United States, I believe a lot of soul-searching is taking place—both personally and professionally—that will determine in part how the future unfolds for each of us in terms of how we live, how we behave, (..)

Course 130

Course Government Technology Training 130

Horizon CX

FEBRUARY 29, 2020

Imagine a scenario where you just met a new CX colleague for the first time at a conference or other similar professional networking event.

Exercises 130

Exercises Groups Course Communication 130

Horizon CX

NOVEMBER 7, 2019

A few years back when I started taking drum lessons, my instructor gave me some sage advice about my performing. The advice he offered was ‘just because you can, doesn’t mean you should’ which came from a common English saying, meaning that there are some things that you should not do, even if you are able to do them.

Social Media 113

Social Media Culture Retail Tips 113

Horizon CX

JULY 15, 2019

Someone asked me the other day whether I had ever taken an online training class and what was my impression and experience of having done so. If ever there was a loaded question for me, that one gets top billing.

Course 113

Course Training Entertainment Exercises 113

Horizon CX

JANUARY 6, 2020

Here we are—January 2020—another new year just beginning—and an election year as well. Excitement abounds. And here I am, as you may well be, in a moderate reflection of the past year and moderately optimistic about the year ahead. I’m using the word “moderate” quite intentionally.

Airlines 100

Airlines Course Management Survey 100

Horizon CX

OCTOBER 8, 2019

Many organizations today claim to be customer-centric. Customer-centricity and claiming to have transformed a business from one that previously focused primarily on products and services and now into one that values customers and customer experience above all else is a concept growing in popularity.

Customer Centricity 100

Customer Centricity Study Training Advertising 100

Horizon CX

APRIL 4, 2019

As CX professionals, we are largely compelled to align with our respective organization’s sales and marketing functions and for good reason—they are generally the ones carrying out the strategy and business goals established by leadership and guiding the rest of the organization forward.

Customer Centricity 100

Customer Centricity Sales Communication Customers 100

Horizon CX

AUGUST 9, 2018

The following article is a guest post by Aki Merced, a Marketing Consultant with Tenfold – www.tenfold.com. . Organizations know how crucial the level of customer experience is in the pursuit of business goals.

Customer Experience 100

Customer Experience Effort Score Contact Center Social Media 100