Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. Download report for $195. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

SurveySparrow

SEPTEMBER 21, 2020

NPS (Net Promoter Score) Surveys. Surveys are a great weapon for brands to understand and to increase ROI(Return on Investment). One of the biggest brands in the fashion industry Timberland improves ROI by using online surveys. The average survey response rate is 33%, according to a survey report in 2019.

ROI 45

ROI Survey Return on Investment Social Media 45

Experience Matters

OCTOBER 14, 2014

One of the first thing Steve did was reorganize around CX, carve CX out of different business units and put them together in one unit with a General Manager who reports directly to him. Related: State of CX Management, 2014 ). Related: Customer Effort, Net Promoter, And Thoughts About CX Metrics ).

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279