CX Journey

MARCH 13, 2018

The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Remember that this was 2005. No argument there.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

Comm100

MARCH 2, 2022

Some attributes of an expectations chasing approach to CX include: A tradition-bound or change-averse culture in the organization. Developing a metric based on your customer’s values is another way to align the organization’s delivery to the customer’s expectations.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

CX Journey

JANUARY 30, 2019

You might know it as Bain's Delivery Gap, which states findings from their 2005 research: 80% of executives believe they deliver a superior experience, while only 8% of customers agree. Acquisition often includes discounts, while metrics include free candy bars and oil changes in exchange for a 5-out-of-5 rating. What gives?

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

Alida

DECEMBER 15, 2016

Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care. When health systems merge, however, there’s a high risk of culture mismatch, putting undue stress on your employees. Conclusion.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 304

Analytics NPS Financial Analysis 304

Beyond Philosophy

MARCH 16, 2023

Unfortunately, many companies still don’t give that credit to their market research folks and what the marketing metrics tell them. In other words, we can compare satisfaction today to what it was in 1994, 2000, or 2005. Customer perceptions and attitudes about the experiences that they’re having with companies are dynamic.

Customer Satisfaction 89

Customer Satisfaction Effort Score Competitive Advantage Self Service 89

NetBase

NOVEMBER 29, 2019

In 2005, Cyber Monday entered the online fray. According to the Shop.org/ Bizrate Research 2005 eHoliday Mood Study, ‘77 percent of online retailers said that their sales increased substantially on the Monday after Thanksgiving, a trend that is driving serious online discounts and promotions on Cyber Monday this year (2005).’”.

Comparison 52

Comparison Retail Sales Advertising 52