Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

ijgolding

MARCH 20, 2018

I still hear things like: ‘I treat my customers how I want to be treated’ instead of how they want to be treated. I started EarlyBridge in 2004. We’re a small company specialised in customer insights, CX consulting and training/change management. How do you align channels to deliver the right customer experience?

Customer Journeys 152

Customer Journeys Culture Customer Centricity Contact Center 152

Retently

OCTOBER 19, 2018

How do you approach customer happiness in your company? However, making sure customer experience is handled the right way throughout your entire organization can be pretty difficult – especially if you have a large business with multiple departments and branches. How Did the CCO Position Come to Be?

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Thematic

SEPTEMBER 6, 2018

Before adopting NPS in 2004, each department had its own metrics, although they didn’t help improve customer loyalty. Still today, NPS is integrated into Symantec’s business, and a big part of its customer-centric culture. When Allianz adopted NPS, there was a high customer acceptance of the survey.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54