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Guest Post: Employee Engagement and CX: 5 Strategies to Build Synergy

ShepHyken

Both employee engagement and customer experience are vital elements, and with some effort, it isn’t difficult for companies to build meaningful synergy between them. A telling study by Dimension Data reported that 84% of companies that improved their customer experience saw an uplift in revenue.

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Live Chat for Higher Education – The Ultimate 101 Guide

Comm100

Better engagement and student recruitment Another key way that live chat benefits higher education is in engagement and student recruitment efforts. This is significant for recruitment efforts focused on international students, as it again lowers the barrier to communication between potential students and a school.

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What Do Companies With Low Net Promoter Score Have in Common?

Retently

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

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Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

seconds in 2009! Net Promoter Score (NPS). The Net Promoter Score needs no grand introduction. The prominence of Net Promoter Score stems from its ease of use, versatility (can be applied to businesses of any scale) and a simplistic working model. Customer Satisfaction score (CSAT). Customer Effort Score (CES).

Metrics 91
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Getting to the “Why” of CX Design: Measuring Effort to Drive Change

Clarabridge

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

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Expert’s Corner: Delivering Voice of the Customer

Customers Rock!

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).

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Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them

Comm100

That’s what one of two rogue Domino’s employees said giggling back in 2009, on a YouTube video that described their tampering with food products. Here’s what they found : “As the President begins to outline the prank and how seriously he is taking the issue, the score shoots to the top of the “believability” scale.