Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 50 Facts about Customer Experience.”

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Lumoa

JUNE 28, 2018

Q&A with Michal Redbord , General Manager, Service Hub at Hubspot Previously we have shared how you can build a customer experience management processes in your company. Understand the Power of Net Promoter Chapter 4. Approach promoters and detractors differently. It’s simple.

Customer Centricity 160

Customer Centricity Culture Strategy NPS 160

ClearAction

DECEMBER 11, 2016

Business results are correlated with coordination of customer experience management methods. 2 Companies that foster communication or central supervision among managers of different types of customer experience (CX) endeavors demonstrate better results than other companies.

Customer Experience 48

Customer Experience Net Promoter Score How To Effort Score 48

Feedbackly

SEPTEMBER 17, 2018

While there are many KPI’s used to measure customer experience, we often turn to customer satisfaction (% of customers who are ‘satisfied’ based on predetermined criteria), and NPS (Net Promoter Score). Wasted Opportunity to Engage Customers.

Customer Journeys 53

Customer Journeys Customer Experience Net Promoter Score Feedback 53

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Among key findings, the study identified that 70% of Americans are willing to spend an average of 13% more with companies they felt provided excellent customer service.

Consumers 60

Consumers Self Service Study Retail 60