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). Be user-friendly.

Social Media 154

Social Media Case Study Financial Banking 154

Chattermill

MAY 12, 2019

The Effortless Experience: Conquering the New Battleground for Customer Loyalty by Matthew Dixon, Nick Toman, and Rick DeLisi. in 2000 to over $1 billion in 2008 by focusing relentlessly on customer success. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0,

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Wootric CX Blog

AUGUST 4, 2020

It is the ideal way to tie customer loyalty to revenue. So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. And don’t just say it; measure it with metrics like Net Promoter Score, Customer Satisfaction, and Customer Effort Score.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Bold360

DECEMBER 1, 2016

Without a doubt the biggest mistake is…” Assuming that a CRM solution should be selected prior to building out a comprehensive customer experience strategy. Chip Bell is a customer loyalty expert and author. CRMs are under-utilized for customer retention. What advice would you have for us as we look at this CRM solution?

Software 40

Software Customer Experience Company CRM 40