ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Retently

OCTOBER 19, 2018

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. This is why the Chief Customer Officer is responsible for interacting with frontline employees (like call center operatives and field technicians). The most well-known and trusted CX metrics right now are NPS, CSAT, and CES.

Chief Customer Officer 83

Chief Customer Officer Customer Centricity Call Center Metrics 83

Waypoint Group

OCTOBER 17, 2019

Metrics to gauge product improvement plus customer experience and satisfaction. Actionable insights for more productive and meaningful CSM customer interactions. Deeper insights helping marketing create excellent customer-company interactions . Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend has grown, so the challenge is having to change the way we interact with our retailers. As well as the ability to bring Customer Health in as a metric to actually track what our retailers are doing.

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Clarabridge

MARCH 2, 2017

Some companies use metrics creatively. In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. A single score is more of a comfort blanket than it is a metric.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49

Clarabridge

MARCH 2, 2017

Some companies use metrics creatively. In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. A single score is more of a comfort blanket than it is a metric.

Measurement 40

Measurement Effort Score Net Promoter Score Social Media 40

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. Lost productivity and higher cost per interaction. But this situation didn’t just come about during the pandemic. And these feelings translate into a burgeoning business issue.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Amity

JANUARY 13, 2016

Since 2009, the popularity of customer success has increased 800%. Customer Success Metrics. We need to understand the basic metrics around customer success so that we can improve it. The problem is, the most obvious metric is actually one of the least useful: Churn % (Revenue and no. Churn is a trailing metric.

Customer Success 48

Customer Success Measurement Metrics Customer Satisfaction 48

SurveySensum

JULY 14, 2020

He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning. Also, he is running the planning course of Emotive CX for Customer Interaction. . LinkedIn : [link]. Book : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132