Horizon CX
MARCH 1, 2021
It is indeed hard to argue with the individual in charge, not to mention everything we all learned in business school, but it put those of us who were managing innovative CX programs to gain in-depth customer feedback and insights into a somewhat unsupported and somewhat helpless and potentially vulnerable position. In 2004, D.
InteractionMetrics
JUNE 19, 2023
Companies with an appointed CX director aim to improve customer relationships at all touchpoints, not just the products and websites. A killer product alone is never sufficient to retain customers, and studies have found that up to 86 percent of consumers will stop shopping with a company due to just two poor customer experiences.
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CX University
FEBRUARY 20, 2018
“What customer experience needs to entail is a radical decentralization of authority, which allows change to happen precisely where it needs to occur.”. The implications of this simple idea of putting what customers want first might be larger than you realize. Things have changed, big-time. This requires knowledge and applied learning.
Storyminers
JULY 6, 2020
She has served clients as an independent consulting partner since 2004. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics. Martha is a Certified Customer Experience Professional ( CCXP ) and holds a Blackbelt in Six Sigma. Kate Leggett.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships.
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships.
Storyminers
JULY 6, 2020
She has served clients as an independent consulting partner since 2004. Dennis is an innovative Customer Experience evangelist with a deep understanding of consumer engagement, digital media, and reporting analytics. Martha is a Certified Customer Experience Professional ( CCXP ) and holds a Blackbelt in Six Sigma. Kate Leggett.
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