Beyond Philosophy

MARCH 16, 2023

With so many companies concentrating on investing resources in customer experience management, with all the technology and tools in use to make it easier than ever before, why don’t we see the opposite? In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005. So, how can this be?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

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

Second to None

JANUARY 22, 2019

Too often, brands blame a lack of technology or resources for their organizational problems. “Companies are rendered irrelevant by their scarcity of new thinking not the introduction of new technologies. The beauty of asking these two questions is that the answers can lead you to existing technology.

Telecommunications 48

Telecommunications Effort Score Voice of Customer B2C 48

Magellan Solutions

FEBRUARY 2, 2022

With such relentless efforts, the industry’s projected total income range would reach $29.09 2005 : The Philippine BPO industry contributed 2.4% In fact, the International company Education First ranked the Philippines 27th in its 2020 English Proficiency Index (EF EPI) , with the country garnering a score of 562 out of 700.

Call Center 75

Call Center Industry Contact Center Government 75

ProProfs Chat

DECEMBER 23, 2019

In spite of such efforts, why do you see so many businesses struggling to get customer centricity on track? Or perhaps, their strategies may not be adequately supported by systems and technology. With such dramatic intrusion of technology what exists now is a ‘know it all’ environment. That’s because numbers don’t lie.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Jan Carlzon, SAS’s CEO during that time, recounts the turnaround in his book titled Moments of Truth (1987), attesting to the powerful perspective the MOT provides and Normann’s more significant contribution to the effort.

Effort Score 113

Effort Score Touchpoint Airlines Interaction 113

SuiteCX

FEBRUARY 22, 2017

I became acquainted with the concept of moments of truth (MOTs) in my process-improvement work in 2005. Jan Carlzon, SAS’s CEO during that time, recounts the turnaround in his book titled Moments of Truth (1987), attesting to the powerful perspective the MOT provides and Normann’s more significant contribution to the effort.

Effort Score 100

Effort Score Touchpoint Airlines Interaction 100