Beyond Philosophy

NOVEMBER 10, 2014

For many years, there has been a debate whether you could assign a dollar amount to determine the return on investment for any Customer Experience improvements. Whilst the transactional business is more interested in repeat purchases and their frequency, the subscription business is mostly interested in how long customers remain loyal.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Daniel Group

JULY 27, 2023

Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. How do we know this?

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #1: Net Promoter Score ® arrived on the scene.

Net Promoter Score 47

Net Promoter Score Customer Experience Social Media NPS 47

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

Heart of the Customer

SEPTEMBER 11, 2014

You would think that the return on customer experience is obvious. A better customer experience improves loyalty, and loyalty means you can spend more time serving customers than chasing new ones, resulting in cost savings. Net Promoter Score inventor Fred Reichheld writes in The Ultimate Question 2.0

Customer Experience 132

Customer Experience Net Promoter Score Report Loyalty 132

Daniel Group

SEPTEMBER 23, 2021

I think you guys started in 2007. And I had come from a career in telecom where we’d done a number of mergers, major mergers and acquisitions, and in the context of doing that, we would always go in and look at what the customer base is. Quite a lot. So I want to go back. Edward Craner (01:58): You bet.

Net Promoter Score 98

Net Promoter Score Social Media Feedback Groups 98

Michel Falcon Experience

OCTOBER 10, 2014

. It was in 2007 that I set a goal to become a customer experience consultant and keynote speaker. I recognized that the companies we admire have made a premeditated effort to put their customers at the core of their business. Being a capitalist, I focus my attention on customer experience because of revenue and profits.

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. Its primary focus has always been delivering the very best entertainment experience to its dedicated customers.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. Now, what is it that your customers care about the most? If you think of myself as a customer and the demographic that I lie within, I’m technically a millennial.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Chief among them are our customers – the Fijian people and Government. When the Bainimarama Government was appointed in 2007, Fiji Airways was in dire straits.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Qualtrics

JUNE 27, 2019

Organizations are judged by the experiences they deliver across the 4 core pillars of business – customer, product, employee, and brand. And while 80% of CEOs believe their business delivers a superior experience, only 8% of their customers agree. The Experience Economy is changing the way businesses operate across the globe.

Net Promoter Score 46

Net Promoter Score Survey Study Retail 46

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Chief among them are our customers – the Fijian people and Government. When the Bainimarama Government was appointed in 2007, Fiji Airways was in dire straits.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

AskNicely

MARCH 23, 2018

If you read my last blog post , you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Hopefully, you have a better grasp on what makes a good Net Promoter Score. . Then one night in 2007, it happened.

NPS 150

NPS Net Promoter Score Measurement Course 150

Retently

SEPTEMBER 17, 2018

Apple’s customer satisfaction and loyalty have been growing steadily over the years, reflecting the way consumers view the brand. According to NPS Benchmarks , Apple’s NPS score in 2017 was a resounding 72 , which is significantly higher than the average NPS score of the consumer electronics industry.

NPS 102

NPS Net Promoter Score Loyalty Omni-Channel 102

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. First, the “research” behind the NPS claims is flawed.

NPS 89

NPS Net Promoter Score Data Loyalty 89

Bob Hayes

MAY 7, 2018

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. First, the “research” behind the NPS claims is flawed.

NPS 86

NPS Net Promoter Score Data Loyalty 86

Comm100

NOVEMBER 13, 2022

How to Improve Customer Service. We all know that customer service is important, but just how instrumental it is to success of a company might surprise you. A massive 91% of customers agree that a positive customer service experience makes them more likely to make another purchase. The state of customer service.

Tools 182

Tools Customer Service Tips Omni-Channel 182

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Customer Guru

JANUARY 3, 2018

We, at Customer Guru, are on a mission to spread awareness of how Customer Experience (CX) should be the number one priority for Indian businesses to become more sustainable and successful globally. He has also been listed amongst the top 100 customer service professionals through PaulWriter Cx100.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care. Type: Customer Centric.

Customer Experience 85

Customer Experience Average Handle Time Net Promoter Score Customer Care 85

Beyond Philosophy

APRIL 20, 2016

Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.

Measurement 60

Measurement How To NPS Net Promoter Score 60

Beyond Philosophy

APRIL 20, 2016

Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The Net Emotional Value (NEV) refers to the single number that represents the emotional value you provide to your customers.

Measurement 60

Measurement How To NPS Net Promoter Score 60

Opinionator

FEBRUARY 23, 2019

It’s true, answering questions is mostly an inconvenience for the customer and survey fatigue happens all the time but just as many companies are slow to understand the reasons it might happen in the first place. With too many surveys being fired at customers, the last thing they need is too many questions. What Causes Survey Fatigue.

Survey 40

Survey Net Promoter Score Feedback Study 40

Maru/HUB

NOVEMBER 14, 2017

There’s a proven linkage between improving your Net Promoter Score and driving profitable growth. 9% of companies that have the most sustainable and profitable growth had NPS scores 2.3 times higher than scores from companies in the same sector. Does NPS generate revenue? Bain & Company ).

NPS 40

NPS Net Promoter Score Infographics ROI 40

Maru/HUB

NOVEMBER 14, 2017

There’s a proven linkage between improving your Net Promoter Score and driving profitable growth. 9% of companies that have the most sustainable and profitable growth had NPS scores 2.3 times higher than scores from companies in the same sector. Does NPS generate revenue? Bain & Company ).

NPS 40

NPS Net Promoter Score Infographics ROI 40

Beyond Philosophy

JUNE 4, 2015

More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy.

Financial 60

Financial Omni-Channel Airlines Multi-Channel 60

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. They need to massively scale.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Create and customize your own review funnel , via custom landing pages.

Software 47

Software Management Net Promoter Score Multi-Channel 47

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

SurveySensum

SEPTEMBER 8, 2023

Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending.

NPS 52

NPS ROI Social Media Effort Score 52

Michel Falcon Experience

FEBRUARY 11, 2019

Hey Team, I’m excited to share my Customer Experience Keynote presentation that I shot in St. In addition to sharing company culture, employee engagement & customer experience strategies, I also explain the difference between customer service and customer experience. Pete’s Beach, Florida.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

Are you content with your customer experience? And then we’re going to evaluate customer wants and needs and why it’s so difficult to really understand what your customers need to build an experience that they’ve never seen before. And it was ‘Customer experience management’ And it made sense to me.

Culture 12

Culture Employee Engagement Company Engagement 12