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. In 2004, D. Randall Brandt at Burke, Inc.

ROI 130

ROI Return on Investment Financial Customer Satisfaction 130

BirdEye

MAY 19, 2023

Improves customer satisfaction Chances are the customer dissatisfaction you discover is shared more widely than you may think. Paying close attention to your current customers can help you identify the obstacles that are preventing more people from making purchases and contributing to customer churn.

Examples 52

Examples Feedback Net Promoter Score Effort Score 52

Bob Hayes

MAY 7, 2018

Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships. 2004; Fornell, et al., NPS Background.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships. 2004; Fornell, et al., NPS Background.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

FEBRUARY 3, 2015

This delay is a consequence caused by the Paradox of Choice , first introduced to us by Barry Schwartz in his book of the same name in 2004, and then later in his TED talk. There are so many options that it can delay a decision.

CEM 60

CEM Retail Consulting Conference 60