Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This! She has served clients as an independent consulting partner since 2004.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. Dan is the author of the book, Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media , a host of the Experience This! She has served clients as an independent consulting partner since 2004.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

CX Workout - Ideas Blog

DECEMBER 22, 2020

From these two data points alone, it is evident that brands that went above and beyond deepened the connection with their customers. Our emotion algorithm showed the brands that customers identified as going above and beyond evoked gratitude. Gratitude was evoked, on average, by 32% of respondents (up from 5% in 2019).

NPS 52

NPS Financial Survey Effort Score 52