GetFeedback

JANUARY 12, 2020

Rather, in this article, I’ll try to help you identify the weaknesses in your customer journey that, if improved, would actually lead to improved customer satisfaction and better business performance. . Customer touchpoints vs. journeys. That’s not as easy as it seems. Aircraft on the ground don’t make money!

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Customer Bliss

APRIL 11, 2017

While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008. They wanted a more universal metric for customer satisfaction and, in March 2003, they implemented it at Intuit. In those, customers give feedback, and Sprint responds to the feedback.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Chattermill

SEPTEMBER 11, 2019

Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making. Netflix is customer obsessed. Netflix is obsessive in its pursuit of customer satisfaction. So tailoring your touchpoints becomes invaluable. It begins with data collection.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Team HGS

SEPTEMBER 30, 2019

We relay to our client critical consumer journey interactions at all touchpoints, from Engage, Buy, Bill, and Care to Repair and Retain. We ensure that we collect and a report on a goldmine of voice of the consumer data and share that with our brand clients, for results like enhanced CSAT—both client and customer satisfaction improvements.

Brands 40

Brands Social Media Contact Center Healthcare 40

Beyond Philosophy

JUNE 4, 2015

This sea change is why, according to Kotler, the future of marketing will be in creating products, services, and company cultures that inspire, include, and reflect the values of target customers. Companies need to focus on the touchpoints which are most influential.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

SurveySparrow

NOVEMBER 1, 2020

Started in 1999, SurveyMonkey’s tool provides different types of templates, a suite of back-end programs and a stellar experience for its customers. SurveyGizmo: Started in 2006, SurveyGizmo gives its customers the ability to complete complex tasks with a feature-rich interface design and with relative ease.

Comparison 59

Comparison Survey Net Promoter Score Tools 59

Confirmit

MAY 29, 2018

Implement a customer satisfaction survey using the NPS scale and the “Why” question. Calculate the percentage of customers who answered 9 or 10 on the questionnaire (your Promoters). Calculate the percentage of customers who answered 0-6 on the questionnaire (your Detractors). Harvard Business Review Press ).

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40