Beyond Philosophy

MARCH 16, 2023

We asked Forrest Morgeson, assistant professor of marketing at the Broad College of Business at Michigan State University and the director of research at the Customer Satisfaction Institute at Michigan, to discuss it with us on the podcast. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005.

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Lumoa

JANUARY 23, 2018

Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. How to link the NPS improvement efforts to the financial benefit in practice? But you shouldn’t assume industry averages apply to you directly.

Analytics 304

Analytics NPS Financial Analysis 304

Magellan Solutions

FEBRUARY 2, 2022

When businesses discuss outsourcing initiatives, it always comes down to markets specializing in BPO services like the Philippines. With such relentless efforts, the industry’s projected total income range would reach $29.09 2005 : The Philippine BPO industry contributed 2.4% billion by 2022. 2008 : The majority of the top U.S.

Call Center 75

Call Center Industry Contact Center Government 75

Second to None

JANUARY 22, 2019

Since 2005, TeleSign has tapped into the world’s growing reliance on mobile text and web-based technology. It is also a technology that can be abused to the point that it alienates consumers. The on-going effort to provide a frictionless experience while maintaining security occurs when you ask “what else?” In 2016, 62.9

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

ProProfs Chat

DECEMBER 23, 2019

In spite of such efforts, why do you see so many businesses struggling to get customer centricity on track? But it is not just about customer satisfaction surveys or getting to track the Net Promoter Score although both can be part of the overall equation. Ways to Build A Customer Centric Organization. The idea is to co-create.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Thematic

SEPTEMBER 24, 2018

We’ve used the AI powers and the powerful visualizations of Thematic , to analyze app reviews (13,000 of them, publicly available online) for the biggest dating apps; Tinder, Bumble, Happn, eHarmony and Badoo, in the biggest/most used markets: USA, Great Britain, Canada, Australia and New Zealand, and here’s what we found. Tinder (2.9).

Effort Score 54

Effort Score Entertainment Fashion Comparison 54