Horizon CX
MARCH 1, 2021
Customer Satisfaction & Loyalty vs. Quarterly Numbers—The Conflict. As the Senior Manager of Customer Experience, I found myself amidst an executive leadership conflict that had been playing out for a few years and way above my pay grade. In 2004, D. The analogy of pushing wet spaghetti up a hill was often raised.
Team Support
SEPTEMBER 8, 2020
The Value of Customer Support. The full value of customer support can only be realized when you have well-defined processes, metrics, and systems that can help you manage and meet customer expectations and capture the insights learned from each customer interaction.
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Magellan Solutions
NOVEMBER 7, 2023
They first delegated their technical support in India as early as 2004. Outsourcing to a call center not only helps them with software development and customer service but it assists them in becoming flexible in their operations, especially during product launches and updates where they experience a peak in inbound calls.
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.
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.
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.”. Everyone helps shape the customer relationship in some way that will ultimately become perceptible. Things have changed, big-time. Layer 2: Internal Stakeholders.
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.
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