Beyond Philosophy

DECEMBER 10, 2021

Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

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Effort Score NPS Net Promoter Score Leadership 109

Wootric CX Blog

JULY 15, 2020

At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts.

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NPS B2B Net Promoter Score Effort Score 69

BirdEye

MARCH 10, 2022

Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. In this blog, we’ll cover the questions that every company has about customer experience. In this blog, we’ll cover the questions that every company has about customer experience.

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Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

SurveySensum

NOVEMBER 22, 2021

Why should you close the feedback loop? Why is the Inner Customer Feedback Loop important? . Why is the Outer Customer Feedback Loop important? Why is the Outer Customer Feedback Loop important? . But, I am NEVER going to buy from the Pilestone again. I hate explaining the issue to multiple agents again and again.

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Wootric CX Blog

JANUARY 3, 2021

Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. Using artificial intelligence (AI) to automate text analysis gives you the consistent and fast insights you need, at scale. . That said, automated text analysis isn’t just about technology.

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Russel Lolacher

OCTOBER 10, 2022

In this episode of Relationships at Work, Russel chats with author and employee experience leader Stacy Sherman on the latest employee experience workforce trends your organization needs to watch and plan for in the years ahead. Connect and learn more about Stacy on her platforms: Twitter. Current trends we may or may not be aware of.

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Trends Net Promoter Score Leadership Employee Experience 52

Kustomer

APRIL 8, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Stacy Sherman from Schindler Elevator Corporation and Vikas Bhambri from Kustomer to discuss why the employee experience matters just as much, if not more than the customer experience.

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Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? What resonates most?

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Stella Connect

JANUARY 4, 2022

To help you get started, we’ve compiled a list of 29 customer service coaching and training tips. These best practices will not only produce better results on the contact center floor, but they’ll help you bring far more value to your organization. Here’s how to maximize the impact and value of your customer service coaching program.

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Customer Service Training Training Tips Customer Service 97

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. Let’s dive in to better understand what we mean when we say a journey-based approach.

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Kustomer

SEPTEMBER 3, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe is joined by Nate Brown to discuss the effects of COVID-19 on businesses and how companies need to adapt to them. Nate is the Founder of CX Accelerator , a virtual community that encourages and supports CX professionals in the tough work that they do.

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SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . What do you need before the Customer Journey Mapping workshop?

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Currency Alliance

DECEMBER 20, 2022

This is caused by many factors beyond the scope of this article, but the result is that customers are more conscious about value, and companies are focusing more on cost control. Until a few years ago, brands would have reacted to an uncertain economy by cutting services that deliver customer value.

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Thematic

MARCH 29, 2020

After speaking to hundreds of customer analytics and insights professionals about their feedback strategy, here’s what I’ve learned: Companies have unprecedented volumes of feedback sitting on their servers, and they continuously ask for more. Next, you’ll learn how to think about your feedback strategy: stakeholders, tools and process.

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Currency Alliance

FEBRUARY 10, 2021

This person would not be suffering from cognitive entrenchment and would revisit every opportunity to create more value. We hear loyalty leaders state all the time that they have embraced ‘best practices’. The loans are underwritten by the enterprise value – which is a multiple of EBITDA. Nobody granted those loans on a whim.

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Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The loans are underwritten by the enterprise value – which is a multiple of EBITDA.

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Loyalty Marketing Loyalty Programs Touchpoint 52

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. With myriad features and functionality, evaluating customer experience software isn’t a cut-and-dry process. In fact, sometimes it can seem. Anna Morrish.

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