ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. She has served clients as an independent consulting partner since 2004. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. She has served clients as an independent consulting partner since 2004. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. Net Promoter Score – the customer loyalty metric. Is the Net Promoter Score too simple? The score alone won’t tell you. 3 benefits of NPS.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

CX University

JANUARY 30, 2018

Customer Experience Increases Success of Digitization Efforts. If we were merely comparing size, we would conclude that customer experience is much bigger (approximately twice as big). My understanding goes like this: Technology is an element, possibly even a catalyst of change, but customer experience is the reason for change.

Customer Experience 61

Customer Experience Effort Score Customer Satisfaction Banking 61

CX University

FEBRUARY 20, 2018

Businesses that have maintained an above-average American Customer Satisfaction Index (ASCI) in their industry for the ten years between 2004 and 2014, have delivered 400% the returns to shareholders as those with average scores (McKinsey, Putting customer experience at the heart of next-generation operating models).

Customer Experience 68

Customer Experience e-support Customer Centricity Effort Score 68