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MAY 9, 2019

At this level, you’re also working on developing a customer experience strategy. Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Stage 5 — Align: Being customer-centric is the norm in your company at this stage.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Eptica

APRIL 25, 2018

Compelling Brand Values: Deliver on your brand promises to customers. Customer Connectedness: Infuse customer insight across the organization. You might also be interested in these posts: How good is the digital customer experience from travel brands? Why it is time to calculate the ROI of VoC programs.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

DECEMBER 20, 2016

Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […]. We published a Temkin Group report, The State of CX Metrics, 2016.

Metrics 185

Metrics Report Groups Study 185

Experience Matters

DECEMBER 20, 2016

Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […]. We published a Temkin Group report, The State of CX Metrics, 2016.

Metrics 120

Metrics Report Groups Study 120

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120