Lumoa

JUNE 14, 2023

Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. What do they have in common?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

West Monroe

DECEMBER 11, 2022

As we’ve learned from previous recessions, the companies that combine defensive tactics with strategic offensive investments in customer experience, technology, and risk management can emerge from a downturn victorious. Venture-capital funding for fintechs is down 32% YOY and many companies in the sector have laid off employees.

Banking 52

Banking Marketing Self Service Financial 52

Clarabridge

DECEMBER 7, 2016

Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Constant Contact offers email marketing software that helps our customers to create effective email marketing and other online marketing campaigns to meet their business goals.

Feedback 81

Feedback Survey Case Study Analytics 81

Clarabridge

DECEMBER 7, 2016

Chris shared his experiences with listening to and acting on the Voice of the Customer (VOC) in order to make meaningful change across the company. Constant Contact offers email marketing software that helps our customers to create effective email marketing and other online marketing campaigns to meet their business goals.

Feedback 40

Feedback Survey Case Study Analytics 40

Clarabridge

MARCH 30, 2017

Response rates for the typical customer experience survey have been dropping over the past 20 years, from about 20% to only 2% today. So what can you do to make sure the customer experience surveys you are sending out still provide some value to your company? Sentiments: How is your VOC team organized within the company?

Survey 40

Survey Strategy Customer Experience Analytics 40

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130