Comm100

MARCH 2, 2022

There are three distinct approaches for a customer experience management program. One approach is to chase customer expectations, another focuses on operational efficiency, and the third is an aligned outcomes approach to customer experience management. Closing the Delivery Gap.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

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. The crazy thing is that they think that they are customer focused.

Customer Centricity 173

Customer Centricity Customer Journeys Customer Experience Professionals Metrics 173

ProProfs Chat

DECEMBER 23, 2019

Are you just hearing or actively listening to what your customers are saying? Customer experience metrics have penetrated most organizations. 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.

Customer Centricity 96

Customer Centricity Customer Journeys Effort Score Knowledge Base 96

Comm100

FEBRUARY 13, 2018

The ugly truth is that beyond meeting customer expectations, delighting customers has a minimal impact on loyalty. In fact, customers are more likely to punish a company for poor service than they are willing to patronize a business because of exceptional service. In 2005, Bain & Company surveyed 362 firms.

Strategy 103

Strategy Self Service Knowledge Base Call Center 103