Alida

MARCH 21, 2018

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . First, the score depends heavily on one experience: the customer’s most recent one.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences.

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

CX Journey

AUGUST 16, 2017

Image courtesy of Got Credit ROI is still our favorite "three-letter word." It's been a year or more since I've written about the ROI of customer experience. Always good to revisit this topic because it is such a hot one for customer experience professionals. Nothing wrong with that!

Customer Experience 142

Customer Experience ROI Comparison Airlines 142

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) John Sullivan wrote a great article about 10 employer branding business impact metrics that you should track.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ChurnZero

OCTOBER 30, 2020

To create a consistent onboarding experience, irrespective of a user’s onboarding cohort, Olson says Customer Success needs to ramp up automation. In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I He became a uniform unicorn,” says Abel.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Elevio

APRIL 12, 2017

We first came across this awesome brand of clothing when Shinesty received an honourable mention for ‘most effortless experience’ in the Nicereply Customer Happiness Awards 2016. Shinesty ranked 1st in Customer Effort Score, receiving the highest score among all companies using CES. Our 90 NPS score, 9.9

Effort Score 40

Effort Score Airlines Measurement Brands 40