Beyond Philosophy

JULY 16, 2020

Today, we decided to address memory and how crucial it is to enhance your customers’ recollections of their experience with you. Chen says that the Return Trip Effect describes how, when you go somewhere you are looking forward to, the trip to the destination often feels like it takes longer than the one going back.

How To 195

How To Training Consulting Feedback 195

Eptica

MARCH 16, 2016

Measuring emotion is now much more difficult than before, due to two key reasons: The majority of interactions for many businesses are now digital, so there are few verbal or visual clues to what a customer is feeling when they are dealing with you. So, how can brands ensure they are taking emotion into account?

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Amity

OCTOBER 12, 2017

As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.

Customer Success 61

Customer Success Customer Journeys Net Promoter Score Effort Score 61

Amity

OCTOBER 12, 2017

As someone who studied history, I preferred to use facts and evidence rather than theories and methodologies as the main guides in my decision-making process. After spending over 15 years in Customer Success, I have however recognized some distinct patterns in how the best Customer Success teams are run.

Customer Success 49

Customer Success Customer Journeys Net Promoter Score Effort Score 49

Grade.us

OCTOBER 15, 2018

Phil Rozek of Local Visibility System has been doing local search almost longer than local SEO has been a thing. In 2006 he began learning how to build and run Google AdWord campaigns. Phil: Become someone's low-paid apprentice or do local SEO for free before you try to make a career out of it. Do it for your spouse's business.

Consulting 40

Consulting Strategy Industry Report 40

Lumoa

APRIL 24, 2018

In doubts, I wanted to reach out to the thought leaders and influencers to know what they think of NPS, or rather, according to the best traditions of NPS, if they would recommend NPS to a fellow CX colleague. How likely are you to recommend Net Promoter System to your CX colleagues? (on What matters is why the score is as it is.

System 338

System Effort Score NPS Net Promoter Score 338

Beyond Philosophy

MAY 12, 2021

Could we face a big gap between what customers expect and what organizations are prepared to deliver when we emerge from this past year? Porte shared some of her insight on Verint’s recent study about supporting customer engagement efforts in the post-COVID era. . Porte said the numbers were surprising.

Customer Expectations 89

Customer Expectations Technology Analytics Chief Customer Officer 89