Customers Rock!

APRIL 14, 2010

A recent report that caught my attention is Watermark Consulting’s 2007-2009 performance analysis, which examines Forrester’s 2007 Customer Experience Index and shows how customer experience leaders outperform laggards in the stock market. Countless reports and case studies have proven this linkage. And it’s not as easy as it sounds.

Social Media 154

Social Media Case Study Financial Banking 154

ShepHyken

MAY 26, 2017

seconds in 2009! Net Promoter Score (NPS). Here are some common questions in a Customer Effort Score survey: How much effort did it take to find out our company’s contact information? As much as success is about dreaming big, the path towards it is all about setting precise targets to hit or even surpass.

Metrics 91

Metrics Net Promoter Score Effort Score Customer Satisfaction 91

Retently

OCTOBER 19, 2018

According to it, only 24% of the surveyed companies had a person in charge of the customer experience within their organization. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Horizon CX

NOVEMBER 7, 2019

The Association of Psychological Science’s Perspectives on Psychological Science published an article by Timothy Jay back in 2009 that helps answer that question. So why has this kind of language become so much more prevalent?

Social Media 113

Social Media Culture Retail Tips 113

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. ” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link].

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Waypoint Group

OCTOBER 17, 2019

Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. According to Paul, “Anybody can run an NPS survey, but NPS’s weakness is that it’s made for consumer companies. Paul continued: “This isn’t about NPS. Reciprocity, Inc. Customer responses are extremely powerful!”. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Chattermill

SEPTEMBER 11, 2019

Netflix also incentivises employees, between 2006 and 2009, a prize was offered where if a 10% improvement could be gained a $1 million reward would be awarded. The classic question following a positive NPS rating “what could we have done better today?”, The result? But the key takeaway here is how and when you ask for feedback.

Customer Experience 76

Customer Experience Touchpoint Entertainment Customer Journeys 76

Amity

JANUARY 13, 2016

Since 2009, the popularity of customer success has increased 800%. A competitor’s NPS has nothing to do with the way your business performs. Survey them. Survey them -- via email or after a customer service call. Survey them -- via email or after a customer service call. ' as a fill-in-the blank."

Customer Success 48

Customer Success Measurement Metrics Customer Satisfaction 48

CX Workout - Ideas Blog

DECEMBER 22, 2020

Back in the early spring of 2020, Decooda conducted a series of surveys focused on people’s experiences during the COVID-19 pandemic. Each of the surveys posed three “Imaginative Questions” to 500 US respondents. While typical survey open ends yield 12 to 15 words, Decooda’s Imaginative Questions average about 50 words.

NPS 52

NPS Financial Survey Effort Score 52

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. On the positive side, managers are typically engaged in closing the loop with dissatisfied survey participants. Another hindrance to manager participation is VoC reporting.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

ClearAction

OCTOBER 1, 2018

This is after 10 years — since the 2009 economic downturn — when companies began investing heavily in CXM technologies and teams. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). CXM status quo reaps quick wins as the path to immediate growth in NPS and revenue.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. A Survey on Mental Health in the Workplace. In our survey , 37% of business leaders surveyed said they thought automation and AI would help to improve workplace mental health.

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. NPS is very important to us as well. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud.

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Jonathan Levitt – Chief Marketing Officer at Voxco Survey Software. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. We look at NPS and CSAT , retention rate, and causes of churn. For small business owners, Uber Eats has helped expand their reach and grow their businesses while also creating flexible earning opportunities for delivery partners.

Customer Success 71

Customer Success Metrics Customers Feedback 71

TechSee

DECEMBER 5, 2017

Founded in 2009 with headquarters in Israel, Nanorep has been implemented by more than 200 enterprises across the globe, and was recognized in the 2017 UK National Innovation Awards. The NPS survey asks just one-question “How likely are you to recommend our product or service to a friend or colleague?”

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116