Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. BookMyShow is India’s largest entertainment ticketing portal today, launched in Aug 2007 as India’s first ticketing aggregator. About BookMyShow.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Second to None

FEBRUARY 28, 2019

Watermark Consulting’s 2019 Customer Experience ROI study examined the cumulative total stock return of the L eaders and L aggards in CX over the span of eleven years (Forrester Research’s CX Index from 2007-2015 & Temkin Group’s Experience Ratings from 2016-2018). 1-3 1x.

ROI 48

ROI Effort Score Study Financial 48

Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. You can listen to the 12-minute segments here (Segment 1) , here (Segment 2) , and here (Segment 3).

Social Media 154

Social Media Case Study Financial Banking 154

Kustomer

SEPTEMBER 9, 2021

Justin’s secret to winning them over is to make CX presentations all about how your team’s efforts succeed with hard data, not just opinions and feelings. Every time an agent helps a customer, even if they score 100% satisfaction, that number resets as soon as the next customer comes through. The whole point is to keep business going.”

Effort Score 98

Effort Score Contact Center Self Service Metrics 98

Stella Connect

FEBRUARY 20, 2018

less than a decade after its inception in 2007. From there, on an ongoing basis, the QA team monitors agents’ Stella Connect ratings and feedback; in the event of a low score or customer complaint, QA leaders listen to the calls in question and either inform supervisors of the need for micro-coaching or approach agents directly.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. Healthcare Experience Management is Ready for the Digital Age. However, it is time to bring the program into the 21 st century.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

Qualtrics

JUNE 19, 2019

Proper development of items used in the SERVQUAL instrument provides rich item-level information that leads to practical implications for a service manager. SERVQUAL scores are highly reliable, but when used in different industries may fail to produce a clear delineation of the five basic dimensions. Download Reading List.

Measurement 45

Measurement How To Automotive Effort Score 45

Stella Connect

FEBRUARY 20, 2018

less than a decade after its inception in 2007. From there, on an ongoing basis, the QA team monitors agents’ Stella Connect ratings and feedback; in the event of a low score or customer complaint, QA leaders listen to the calls in question and either inform supervisors of the need for micro-coaching or approach agents directly.

Contact Center 20

Contact Center Effort Score Culture Feedback 20

Customer Guru

JANUARY 3, 2018

Mr. Rohit is the Co-Founder and Managing Director of Cloudnine Group of Hospitals – India’s leading chain of maternity, women, and childcare service hospitals. Having worked with various tech conglomerates in India, he has successfully learned the nuances of managing operations of large business houses.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Bill has over thirty years of luxury resort/club management experience. Aimee Lucas. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Bill has over thirty years of luxury resort/club management experience. Aimee Lucas. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Comm100

NOVEMBER 13, 2022

Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 Denny Michaud, Customer Relations Manager, Canadian Blood Services . In this way, chatbots also help organizations manage high volumes of support. in 2021. . Surveys and polls .

Tools 181

Tools Customer Service Tips Omni-Channel 181

Grade.us

JUNE 2, 2020

Buying reputation management software for your business is like purchasing a moat for your castle and party confetti at the same time. How do reputation management software solutions help? We’ve done our best to put together a comprehensive, in-depth list of the best reputation management platforms for your evaluation in 2020.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

MARCH 30, 2018

Originally used by marketers, the Net Promoter Score is another very common KPI used by Customer Care departments. Type: Management Centric. “It Entrepreneur specialized in web marketing, Julien Rio has been developing online platforms and strategies for numerous companies across Europe and Asia for the since 2007.

Customer Experience 86

Customer Experience Average Handle Time Net Promoter Score Customer Care 86

Russel Lolacher

OCTOBER 24, 2022

And I was lucky to have a manager who got it. And I was lucky that my first job… Christy, my manager, the person who hired me, as someone I really looked up to she set such a great example that I don’t know if I would be here today if I had a bad first boss. And he wanted to beat that score to show his value as a leader.

Employee Engagement 52

Employee Engagement Engagement How To Survey 52

Amity

FEBRUARY 10, 2017

Amity had the chance to sit down with Peter Armaly, Principal Transformation Advisor at Oracle Marketing Cloud to find out how its Customer Success philosophy is evolving, and how it has managed to keep the customer at the heart of its work throughout its evolution. Brief won’t be easy, but I can try! They need to massively scale.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Currency Alliance

FEBRUARY 26, 2019

We believe these trends will occupy most brands’ efforts during 2019. Roughly $38B is spent per year on management consultants developing business strategy for clients – not counting the investment of employee time.[i] In the shorter-term, create as many segments as your system and teams can manage. everyone else.

Loyalty 45

Loyalty Strategy Loyalty Programs Hotels 45

ProProfs Chat

AUGUST 8, 2019

Understand this – The franchisee manages everything, right from employee training to the execution of every process. That’s why you need to ensure that the person planning to buy the franchise of your brand has relative experience at managing the staff and maintaining the quality during all operations. Source: walmart.com.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

ChurnZero

MARCH 27, 2020

Blog Author: Bri Adams, Customer Success Manager, ChurnZero. Clippy met his demise in 2007 after he was officially fired (we’ll say early retirement). In your first message, tell users the level of effort involved in completing the walkthrough, so they don’t feel like they’re aimlessly clicking through with no end in sight.

Tips 52

Tips Self Service Effort Score Customer Success 52

Michel Falcon Experience

APRIL 11, 2019

I remember speaking to my manager. Best place to work in Canada in 2006, second best place to work in all of Canada 2007. Truth be told, I started my career as customer experience management being the thing. For example, we survey our customers using a promoter’s score. Managers are not allowed in the meeting.

Culture 60

Culture Leadership Hospitality Meeting 60

Michel Falcon Experience

MARCH 12, 2019

My first question is, is 2019 going to be the year that you continue to reinforce efforts to improve your employee experience? The expectations of our employees and our customers must be managed to build a people first culture. And it was ‘Customer experience management’ And it made sense to me.

Culture 12

Culture Employee Engagement Company Engagement 12