Experience Matters

JUNE 16, 2015

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? Download report for $295. Download report for $295.

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Report Net Promoter Score Wireless Airlines 120

AskNicely

JULY 24, 2017

Your unhappy campers have a potentially significant material cost: in 2015 over 7,500 unsuccessful Virgin Media job applicants cancelled their contracts and went to the competition , resulting in a revenue loss of over $6 million. NPS is a natural fit for recruitment. Getting started with NPS. One click though?

NPS 150

NPS Net Promoter Score Feedback Survey 150

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Lumoa

NOVEMBER 29, 2021

Is it possible to determine the ROI of customer experience, if so, how do you do that? In this article, we explain the relationship between revenue growth and customer experience. In addition, we share tools that will help you calculate the ROI of your own customer experience projects. Not always, but often.

ROI 259

ROI Customer Experience NPS Financial 259

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Download report for $195.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

Lumoa

JULY 10, 2018

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer. And yet still, acting on the customer feedback is hard.

ROI 303

ROI Customer Experience NPS Financial 303

ijgolding

OCTOBER 3, 2016

As I continue to develop my Customer Experience Specialism around the globe, a number of questions are continually raised by the people I meet. These questions include the following examples: Should I measure NPS or CSat? How many customer segments should we have? Should we have a Chief Customer Officer. I could go on.

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Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

Steve DiGioia

SEPTEMBER 9, 2016

One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. As important as overall satisfaction, value for price paid, intent to return, and a dozen other performance indicators are, if I had to choose one, I’d choose net promoter score (NPS). The post The Ultimate Customer Service KPI?

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Customer Service Net Promoter Score NPS Hotels 100

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. 360 Degree Customer Experience: A Practical Approach to Holistic CX. 360o Customer Experience: A Practical Approach to Holistic CX Data University 2/13/15. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

AskNicely

JUNE 18, 2015

The one secret to turning your customers into raving fans and stop million dollar mistakes. The world has been preaching the importance of customer service more than the Bible itself and yet I see company after company running into the same critical mistakes. Your customers are your business! No customers – no business.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. In his current position he is responsible of defining and implementing Zurich Spain customer strategy, from customer experience to customer base management or customer data analytics. Average value from customers.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter. Can you help us?”.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

CloudCherry

FEBRUARY 11, 2019

Back in 2015, Solarity was looking at ways to differentiate the organization. They have believed in the “recency effect” for quite some time now that states that the customer may have been frustrated for a very long time due to various reasons, but he/she, by the end of their journey, should have their expectations met.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. 69% of the customer-accounts that didn’t grow (accounts with 0% growth) over the last 4 years were also silent. And by how much?

NPS 40

NPS Financial B2B Exercises 40

Horizon CX

APRIL 1, 2024

Organizational Growth Through CX Maturity Introduction In today’s competitive landscape, delivering exceptional customer experiences isn’t just a goal; it’s a necessity for sustained success. What is Customer Experience Maturity? Employee engagement: Employees are empowered to deliver a positive customer experience.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Lumoa

APRIL 1, 2020

When it comes to customer experience and your customer insight strategy , it’s no different. What are customer insights? By learning the ins and outs of your customers’ experiences, desires, and expectations of your product you can create a strategy to wow them. Why Build a Customer Insight Strategy?

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Customer Insights Strategy Customer Journeys How To 208

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

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Trends Customer Experience Customer Journeys Customer Connectedness 120

Experience Matters

APRIL 24, 2015

As part of our upcoming celebration of Temkin Group’s 5th year anniversary , I took a look at the readership levels on the Customer Experience Matters ® blog over the previous five years. Here the five most popular posts: Free eBook: The 6 Laws Of Customer Experience (July 2008).

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Boosting customer satisfaction with Alliant Energy.

ROI 100

ROI Measurement Brands Net Promoter Score 100

Daniel Group

AUGUST 19, 2020

We often see companies make great strides in improving Customer Experience (CX), but then they hit a plateau. The Customer Experience – Continuous Improvement Plateau. As a large, midwestern specialized equipment dealer, our client provides sales, product support, and rental services to business-to-business customers.

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

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Customer Satisfaction Chatbots Social Media Omni-Channel 98

Customer Guru

MAY 1, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Success 70

Customer Success NPS Customer Centricity Course 70

Beyond Philosophy

NOVEMBER 18, 2014

Do you allow Customers to use whatever channel they wish to communicate with you, or do you restrict them to one or two channels? The answer to this question can show how Customer centric your company is. This post is the fifth in a series of nine posts that uses our Naïve to Natural customer-centricity assessment.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Thematic

SEPTEMBER 18, 2018

Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Responsetek

MAY 7, 2018

Companies with employees actively monitoring the VoC improve their NPS or Overall Satisfaction significantly faster than companies with employees who aren’t. It has been a long standing tradition for organizations to keep their employees away from customer feedback. Reward outweighs risk: Sharing customer feedback with your frontline.

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Customer satisfaction score as an indicator of the health of the economy.

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Customer Bliss

AUGUST 15, 2017

Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Her skills and long tenure with the company led her to use agile design thinking to prove and implement changes in the customer experience — to gain traction and drive real sustainable improvement.

Travel 204

Travel Industry Hotels Customer Journeys 204

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! Data is a critical ingredient for improving the customer experience. It helps us to understand our customers, make better decisions, and deliver the experience they expect. Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map!

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Here are some questions for customer experience leaders to consider. Here are some questions for customer experience leaders to consider.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences. Close the loop with the customer.

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Feedback Net Promoter Score e-support Metrics 136

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

NPS 186

NPS Net Promoter Score How To Survey 186

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. Episode Overview. The overall U.S.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. And we suspect that this is happening beyond telecoms customers.”.

Net Promoter Score 40

Net Promoter Score Call Center Study Customer Care 40

Education Services Group

SEPTEMBER 19, 2022

Yet, despite those rough patches, we started this year looking ahead to a bright future for Customer Success. When uncertainty looms, there are a few leading practices that those of us in the Customer Success community can focus on to help keep everything on an even keel – for our business, our customers, and ourselves.

Effort Score 52

Effort Score Customer Success Study NPS 52

inmoment

MAY 14, 2020

Companies like Apple, Zappos, and USAA all differ in what they provide, but all are recognized for their excellent service because they have taken the time to segment their customers, understand their expectations, and build processes around those expectations. Question #3: Do You Know Who Owns the Member Experience?

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

SurveyGizmo

JANUARY 16, 2018

Unintuitive customer experience (CX) surveys were used to collect feedback from customers and internal employees. Vertafore now maintains a customer experience “center of excellence” approach, which is powered by: Increased response rates to Transactional Surveys. The Challenges. The Results.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 40

ProProfs Chat

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. How long have you been a customer with us? Qualitative Questions.

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Data Net Promoter Score Study e-support 64