Qualtrics

JANUARY 22, 2019

I think it’s really moving to hear at AmEx about what that customer culture means -we don’t get it right all the time, that’s for sure. On bringing that voice of customer to life for all employees: We did little things like for our customer service, we built four London landing style phone booths.

Voice of Customer 33

Voice of Customer Hotels Survey Call Center 33

Customer Alignment

MAY 11, 2017

In the space of a week, I reckon I get asked to complete more than 20 surveys from all sorts of companies. Tell us about your recent customer experience” they ask. It used to be nice to get the odd survey or comment card and feel you had the opportunity to give feedback on your favourite brands.

Feedback 40

Feedback Survey How To Hotels 40

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., Each of the surveys posed three “Imaginative Questions” to 500 US respondents. Eggert et al.,

NPS 52

NPS Financial Survey Effort Score 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. Ron Shevlin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Referred to as “the most famous customer service manager in the US, possibly the world” by BusinessWeek , Eliason is best known for developing the use of social media in the practice of customer relations. Ron Shevlin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132