Beyond Philosophy
SEPTEMBER 19, 2019
In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.
GlowTouch
AUGUST 26, 2020
Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail 3 Reasons Why Outsourcing Chat Can Increase Your Customer Satisfaction. In the world of customer support, there’s a more specific dilemma that organizations must grapple with: Should we outsource our chat support, or not?
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Magellan Solutions
JANUARY 26, 2024
When we started in 2002, many of our small and medium-sized clients struggled to articulate exactly what they required or how to benchmark success beyond vague notions of “doing a good job.” For customer service, CSAT, NPS, and service level targets help us benchmark satisfaction.
Customer Bliss
APRIL 11, 2017
Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He Fred Reichheld had already written several books on loyalty. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. About Brian.
GlowTouch
DECEMBER 4, 2020
What Are Your Customer Satisfaction Scores? Any customer support vendor that claims they care about the happiness of their clients should have at least some customer satisfaction surveys for you to reference. It could mean that either they do not survey end customers or the scores aren’t good enough to share.
Customer Guru
FEBRUARY 13, 2018
We encourage our readers to ask questions on similar challenges that they might have faced in their organizations while implementing customer experience measures. I started my career with Convergys in 2002 as a Customer Service Representative. We, as an organization, take customer satisfaction very seriously.
COPC
MARCH 24, 2020
CX consulting services consistently drive highly desired outcomes, typically resulting in reduced operating costs and increased customer satisfaction and loyalty. . Measuring and managing the customer experience. Customer experience surveys design and execution. By virtualizing CX consulting services, COPC Inc.
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