CX Journey

FEBRUARY 27, 2019

"Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008. Also, how do your customer retention numbers look? It’s more Wal-Mart and Apple." NPS might not be telling the whole story. What do the business metrics tell you?

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

FEBRUARY 27, 2019

"Neither RedBox nor Netflix are even on the radar screen in terms of competition,” said Blockbuster CEO Jim Keyes, speaking to the Motley Fool in 2008. Also, how do your customer retention numbers look? It’s more Wal-Mart and Apple." NPS might not be telling the whole story. What do the business metrics tell you?

Metrics 80

Metrics NPS Trends Financial 80

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Melinda: She’s a Customer Experience Strategist with experience in Customer Success Management, Customer Experience Design, Voice of the Customer, and Customer Retention/Loyalty/Advocacy practices. Melinda Gonzalez. Rachel English. To reduce churn? Optimize their product or service?

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Wootric CX Blog

AUGUST 4, 2020

Divided by… How many new customers you gained in the same given time period. Customer Retention Cost (CRC). The cost of serving the customer is often overlooked in CLV calculation. Listen to your customers and act on their feedback. Don’t “acquire customers” – build relationships.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. 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.

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. Mr. 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.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130