Beyond Philosophy

MARCH 16, 2023

I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?

Customer Satisfaction 88

Customer Satisfaction Effort Score Competitive Advantage Self Service 88

Beyond Philosophy

FEBRUARY 15, 2024

As part of this exercise, choosing an emotion that drives value for your customers is essential. In 2005, my fieldwork revealed 20 emotions that drive or destroy value in a Customer Experience. Value means you get a return, which could mean increases in revenue, profitability, customer satisfaction, or decreases in costs.

Connections 88

Connections Loyalty Brands How To 88

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Effort Score 52

Beyond Philosophy

JUNE 16, 2022

My second book was Revolutionize Your Customer Experience (Palgrave MacMillan, 2005), about customer-centricity. As I mentioned, Christine should figure out why they do not take the Voice of Customer seriously. For me, the answer to this is in measurement . That’s because what gets measured gets done.

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Comm100

MARCH 2, 2022

Gathering operational data is essential to gain insights on what is valuable and irritating to customers and should be done throughout customer service operations. AI helps gain the former by collecting real-time customer feedback and analyzing the intent behind the words.

Customer Expectations 130

Customer Expectations Net Promoter Score Effort Score Policies 130

Bob Hayes

MAY 7, 2018

Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty. Looking at the personal computer industry, they found that satisfaction is just as good as the NPS at predicting growth. Still, other researchers (Morgan & Rego, 2006) have shown that other conventional loyalty measures (e.g.,

NPS 89

NPS Net Promoter Score Data Loyalty 89

Service Untitled

OCTOBER 15, 2013

Through Facebook and Twitter, conversations can be measured to help attract new customers, and ultimately these customers can become advocates helping our businesses to grow. More to customer loyalty than just having a great product Most of us take great pride in the excellent products.

Social Media 77

Social Media Advertising Customer Satisfaction Software 77