Comm100

MARCH 2, 2022

One of the things organizations can do when faced with customer feedback indicating expectations are not being satisfied is reevaluating their approach to customer experience management. There are three distinct approaches for a customer experience management program. Closing the Delivery Gap.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Lumoa

JANUARY 23, 2018

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team?

Analytics 304

Analytics NPS Financial Analysis 304

Currency Alliance

NOVEMBER 16, 2021

Therefore, most reward catalogs look like ecommerce stores from 2005. In 2021, traditional reward catalogs may actually be counterproductive to your customer experience. If you engage in a few, direct loyalty partnerships, you will quickly harness insights from those partners which can contribute to further personalization.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52

Currency Alliance

NOVEMBER 16, 2021

Therefore, most redemption catalogs look like ecommerce stores from 2005. In 2021, traditional redemption catalogs may actually be counterproductive to your customer experience. It often has a great CX and UI. But like most ‘easy’ solutions, they are only partially effective. Adopt headless, or API-first ecommerce platforms.

Loyalty 52

Loyalty Loyalty Programs Ecommerce Touchpoint 52