Experience Matters

JANUARY 20, 2015

EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. Dell’s CX efforts start with an emphasis on listening to and engaging with customers and employees.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

SurveySparrow

JANUARY 28, 2020

SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer. Similarly, many seem to think that merely publishing a Net Promoter Score (NPS) that indicates your employees need to provide a better customer experience will somehow magically empower them to do that.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

Currency Alliance

JUNE 11, 2019

Granted, such efforts have underpinned the early successes of neobank startups. When Paul Cobban first joined as COO in 2013, a taxi driver quipped with him that the acronym DBS stood for “Damn Bloody Slow”. Your payment card may register at dozens of online and offline touchpoints every day. CX enhancements at scale.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40