ijgolding
MAY 11, 2016
I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.
ShepHyken
APRIL 11, 2017
How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?”
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ijgolding
OCTOBER 21, 2014
Integrity is a word that few would associate with many industries in 2014 – it has been eroded so significantly since 2008. If you want to read the report in detail, or find out more about it, please have a look at Nunwood’s Customer Experience Excellence Centre.
Beyond Philosophy
DECEMBER 6, 2018
The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid.
Lumoa
JUNE 14, 2023
When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.
CX Journey
FEBRUARY 27, 2019
If they’re transactional scores, it’s probably time to look at the big picture and measure how the customer feels about the entire relationship – and not just with that division or business unit but with the entire company. As mentioned earlier, customers change. Also, how do your customer retention numbers look?
CX Journey
FEBRUARY 27, 2019
If they’re transactional scores, it’s probably time to look at the big picture and measure how the customer feels about the entire relationship – and not just with that division or business unit but with the entire company. As mentioned earlier, customers change. Also, how do your customer retention numbers look?
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