Beyond Philosophy

OCTOBER 24, 2014

Downie said that the focus is often on getting all the objective parts right but not focusing on the emotional parts of the experience. Since we know over 50% of the Customer Experience is emotional, he would start with a Customer focus as his basis for design, with a particular emphasis on the interaction with the Customer.

ROI 74

ROI Net Promoter Score CEM Conference 74

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Michel Falcon Experience

OCTOBER 21, 2015

Note: I would like to put together an exhaustive list of yearly customer experience events to share with my clients and email subscribers. RELATED POST – 4 Non-Negotiable Traits of Customer-Focused CEOs . I’m a fan of Net Promoter Score (NPS) because I’ve had success with it for years!

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Michel Falcon Experience

FEBRUARY 19, 2016

Joined LinkedIn groups related to customer experience and customer service and engaged with the group regularly by sharing other people’s content and commenting on threads. Key take away : create association between your name and customer experience by building a personal brand. Step 3: Invest in Yourself.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Tricia Morris

JUNE 4, 2015

But for customers, only 28% participating in the same survey felt their issues with a brand were dealt with very effectively – 41% felt the brands were somewhat ineffective or very ineffective in dealing with their issue. Honesty and trustworthiness are also seen as key to the customer in brand perception.

Brands 40

Brands Customer Service Net Promoter Score Survey 40