Retently
JULY 28, 2023
Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too? How do you approach customer happiness in your company?
ChurnZero
JUNE 19, 2020
Q: Does the importance of retention metrics vary by strategic buyers versus private equity (PE) buyers? . The metrics are obviously very important, and they probably are why they buy “Company A” versus “Company B.” They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it.
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ClearAction
OCTOBER 25, 2022
Interestingly, every digitalization study reveals that primary success factors are cultural. 5 CXM competencies are Metrics & Analytics, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Operationalized CX Strategy. In fact, technology deployment requires full-time management. Learn More.
Alida
DECEMBER 15, 2016
Between 2009 and 2013, annual hospital deals have increased 14 percent. Engage with your patients throughout the process to benchmark satisfaction metrics and get a better understanding of its impact to wait times, consumer perception and other factors of patient care. The Affordable Care Act in the U.S.,
ClearAction
FEBRUARY 7, 2016
Building a Customer-Centric Culture. Culture of Trust for Customer Experience Management BKM: Kimpton, Cisco. 4 Building Blocks for a Customer-Centric Culture article. Building a Customer-Centric Culture article. Growing a Customer Care Culture by Hiring Right BKM: Southwest, Nordstrom, Ritz-Carlton.
C3Centricity
JULY 2, 2016
These elements are usually grouped into three types: the rational / functional benefits, the subjective / emotional elements and the cultural / relational factors. Cultural / Relational (Societal) factors are those associated with a brand’s trust and responsibility. No wonder they are doing well! SOURCE: Apple.
ShepHyken
JULY 11, 2022
Time to Emphasise Real-Time CX Metrics by Ginger Conlon. In other words, It’s essential to understand the “why” behind the metric. My Comment: Here’s another excellent article on CX metrics. Here’s a question (and an answer): What metrics should we use to gauge success? Finally, this is an all-the-time consistent effort.
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