Beyond Philosophy

DECEMBER 10, 2021

The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers. Reichheld says NPS collects those recognitions so employees can hear them.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

ClearAction

SEPTEMBER 25, 2022

CCXP exam (Customer Experience Professional Certification) competencies are a guide to highly profitable customer experience management. It’s equally applicable to Employee Experience and Partner Experience management. Pulling together all of this, you create your customer experience strategy.

Customer Journeys 62

Customer Journeys Study Customer Experience Professionals Financial 62

CloudCherry

MARCH 19, 2018

Getting started with a Customer Experience strategy is generally never a problem for brands. Customer experience professionals are then assigned the task of launching initiatives designed to delight customers and make their experiences more effortless. Have a futuristic approach towards CX.

Customer Experience 150

Customer Experience Customer Journeys Lifetime Customer Financial 150

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Infographics 100

Infographics Customer Experience Professionals NPS Leadership 100

Customer Bliss

FEBRUARY 2, 2017

It’s from PR Newswire and the title is “How Many Customer Experience Professionals Will Survive 2017?” If anything, most companies (enterprise, mid-size, and SMB) are hiring more customer experience professionals. I came across this article on Yahoo Finance a few days ago.

Infographics 100

Infographics Customer Experience Professionals NPS ROI 100

SuiteCX

MAY 26, 2017

Customer Experience Professionals have their own language e.g. NPS, Moment of Truth (MOT), CSat, etc. At the end of the day, the Customer Experience team needs to talk about innovation as well as incremental change. The companies we work for don’t care about our words.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Customer Experience Professionals have their own language e.g. NPS, Moment of Truth (MOT), CSat, etc. At the end of the day, the Customer Experience team needs to talk about innovation as well as incremental change. The companies we work for don’t care about our words.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

Beyond Philosophy

FEBRUARY 10, 2020

They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes. In other words, if you improve your Customer Experience, you will enhance your customer-driven growth. .

Meeting 172

Meeting Hospitality Return on Investment Telecommunications 172

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Where: London, UK. CXPA Insight Exchange. When: May 16 to 17, 2017. Where: Phoenix, AZ. Where: Boston, MA.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Pointillist

JUNE 5, 2019

Organizations Struggle to Quantify the Business Impact of Customer Experience “Experience-led brands understand that intentional experience design is about serving the organization and the customer. It is also about changing customer and employee behavior to drive financial impact.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

SurveySensum

JULY 14, 2020

As a VP Analyst for Customer Experience at Gartner, Augie Ray has been helping Fortune 500 firms to understand CX, how to succeed, how to gauge results, and how to make CX matter to the stakeholders. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

MAY 22, 2019

CXPA or the Customer Experience Professionals Association is an organisation dedicated to cultivating the CX profession. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. Check them out. Beyond simple metrics.

Exercises 97

Exercises ROI Conference Video 97

Confirmit

JUNE 7, 2017

What remains less common is the elusive linkage to the bottom line - companies who’ve got cold, hard financial data about their program. As customer experience professionals we need to accept that we are not a special case in the business. We love that stuff, don’t let what follows make you think otherwise.

Return on Investment 40

Return on Investment ROI Financial Customer Experience Professionals 40

Pointillist

MAY 19, 2020

An Inability to Quantify ROI is Still the Top CX Challenge and is a Barrier to Additional Investment “ Quantifying the ROI of customer experience is the toughest challenge for CX leaders, but it’s arguably the most important to help brands connect experience to financial results.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

CX Journey

OCTOBER 6, 2016

It's a challenge that customer experience professionals face as they attempt to get executive commitment, transform the organization's culture, and more. What advice would you give to these professionals to help them help others (especially executives) change the way they think about things? And that makes him very proud.

Culture 169

Culture Banking Metrics Employee Engagement 169

Chattermill

JUNE 25, 2019

Their customer experience data flow is designed to continuously collect all streams of customer information in real-time and democratise it. There is no need to log into a different system to view NPS, CSAT or surveys responses and email various departments for CSV files of data stored in excel.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Recognise your business is about the customer and not you. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160