Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

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. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 303

ROI Customer Experience NPS Financial 303

CloudCherry

FEBRUARY 11, 2019

Back in 2015, Solarity was looking at ways to differentiate the organization. Silos NPS Survey Fatigue Rapidly increasing member expectations Journey mapping. ” NPS & Other Metrics. But currently, NPS- Net Promoter Score is one of the only ways people track CX. We’re getting that feedback.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

BirdEye

AUGUST 29, 2023

Better your Business with Customer Feedback Want to see the impact of Birdeye on your business? The 3 C’s of customer satisfaction 14 Ways to improve customer experience How do you measure customer satisfaction? Ask for feedback Asking for feedback is crucial. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

SuiteCX

FEBRUARY 13, 2015

Customer Experience as a holistic enterprise is not easy to measure. ©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? . ©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

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” 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. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Using a customer insight strategy to measure how customers really feel helps you create more meaningful features moving forward. That’s okay!

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

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

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. Data helps or allows you to.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

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. This data-driven model has even found its way into other industries.

Data 64

Data Net Promoter Score Study e-support 64

OpinionLab

MARCH 17, 2016

I want to focus on the value of context: where customer feedback comes from, how you collect it and how each layer incrementally contributes value to the customers’ comment as VoC insight. These may include an overall score for the experience, the 3Es (emotion, effort and effectiveness), task completion, purpose of visit or NPS.

Policies 108

Policies Effort Score Touchpoint Retail 108

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Survey your customers for employee feedback.

Trends 40

Trends Brands Customer Experience Survey 40

SurveyGizmo

JANUARY 16, 2018

Unintuitive customer experience (CX) surveys were used to collect feedback from customers and internal employees. Better measurement of customer experience and loyalty via NPS surveys. Internal surveys to capture employee feedback. The Challenges. Enhanced data visualization capabilities. The Solution.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 40

BirdEye

OCTOBER 5, 2023

We’ll look at actionable tips to measure brand perception, identify gaps between belief and reality, and outline strategies to align the brand experience with customer expectations. How to measure brand perception? How to measure brand perception? Regularly measure and analyze these metrics to gauge brand perception.

Examples 62

Examples Measurement Brands How To 62

PeopleMetrics

JANUARY 23, 2015

Are we turning CX inside-out in 2015? Customer-centricity appears to be a very real priority for CX leaders in 2015. customer feedback leads to internal improvements). We have all the tools for customer understanding and listening in place, what we need now is a way to measure and manage the cultural engagement piece.".

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Many companies simply measure satisfaction using metrics such as Net Promoter Score , but this only goes so far. This can be through review sites, Facebook, Twitter or even just word of mouth.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. They are seeing, hearing and recognizing customers every day through their feedback channels. Then why are so few B2B providers listening to, learning from, and acting on feedback from their prospective clients?

Sales 48

Sales Net Promoter Score Effort Score B2B 48

ChurnZero

FEBRUARY 4, 2022

A huge part of how customer success collects intel and feedback from customers is by talking with them. Using this metric is fine if you understand and analyze its components – retention and expansion – as standalone measurements. Kristen founded The Success League in 2015.

Metrics 98

Metrics Customer Success Engagement Effort Score 98

Waypoint Group

DECEMBER 3, 2015

If a B2B company wants to impact the bottom line by improving the customer experience, they first need to measure it. This simple fact opens up a world of customer experience complexities and implications for how a B2B company should measure their CX. And only using 1:1 methods won’t scale and drain resources.

B2B 40

B2B Customer Experience B2C Analysis 40

Waypoint Group

OCTOBER 7, 2015

It’s very tempting to be lured by the question, “How does our NPS compare to our competitors?” Shouldn’t the whole purpose of understanding how likely a customer would be to refer you, be to measure your company’s ability to deliver a product/service that meets (or exceeds) customer expectations? after you’ve completed a survey wave.

Customer Success 40

Customer Success Comparison ROI Groups 40

Talkdesk

SEPTEMBER 2, 2015

We invited Samuli Zetterberg, CEO and Founder of Surveypal to share his wisdom with us on Tuesday, September 1, 2015. Surveypal is an online customer survey platform that helps companies of all sizes gather actionable feedback from their customers. This is achieved by measuring different interactions via surveys.

Customer Service 40

Customer Service Net Promoter Score Call Center Survey 40

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Nominees are rated based on their capabilities, results, and client feedback. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Middlesex Consulting

MAY 31, 2015

This article was published in the May 2015 issue of “Efficient Manufacturing" magazine. Surprisingly, these customers are unable to explicitly articulate these deep desires when they give the mandatory yearly C-SAT/NPS feedback to their vendors. But, here is the interesting insight. How do you compare? Do you even compare?

B2C 60

B2C B2B Omni-Channel Customer Experience 60

Wootric CX Blog

MAY 12, 2020

You’ve seen a few case studies claiming it’s the only number you need to measure. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

LiveChat

FEBRUARY 22, 2016

If you struggle to choose, go for the matters that are easy to measure before and after the implementation. When the measuring requires a great amount of work, it’s probably not worth the effort. It could be your CRM software, analytics platforms, NPS surveys, even simple contact forms and spreadsheets.

Marketing 28

Marketing Ecommerce CRM eBook 28

delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Customer Satisfaction (CSAT) surveys are the perfect solution for tracking and measuring general customer satisfaction. Net Promoter Score (NPS).

Metrics 89

Metrics Net Promoter Score Customer Service Effort Score 89

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. The platform has grown very popular since it first launched, and Airbnb’s NPS score reflects that.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

SurveySensum

JULY 14, 2020

Founder and Principal at CustCore Consulting, a specialist consultancy firm, Shane helps companies to WOW their customers by unlocking new areas of growth through defining, measuring, and improving customer experience across all parts of their customer’s journeys. LinkedIn : [link]. Website : [link]. Website : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Chattermill

JULY 31, 2019

Coupled with this is the rise of data collection tools which allow companies to harvest valuable customer feedback. It is now far easier to listen to and understand your customer feedback than ever before. Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

SurveySparrow

MAY 9, 2024

Ankit and Deepak founded the platform in 2015. Key Features The live polls enable you to get live feedback on newly introduced features. Live polls help you get live feedback! Pros Real-time feedback lets you act upon issues on the go. It is now used by around 86% of schools in the US!

Analytics 52

Analytics Interaction Video Tools 52

Feedbackly

SEPTEMBER 17, 2018

While there are many KPI’s used to measure customer experience, we often turn to customer satisfaction (% of customers who are ‘satisfied’ based on predetermined criteria), and NPS (Net Promoter Score). The core of any good customer experience strategy should lie a rock solid customer feedback system.

Customer Journeys 53

Customer Journeys Customer Experience Net Promoter Score Feedback 53

Chattermill

JULY 31, 2019

Coupled with this is the rise of data collection tools which allow companies to harvest valuable customer feedback. It is now far easier to listen to and understand your customer feedback than ever before. Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

ProProfs Chat

AUGUST 21, 2020

According to a report , the top 10 companies in the Global Empathy Index 2015 generated 50% more earnings compared to the bottom 10. After the exchange, the rep shares a link with you to share your feedback, and you could not feel more respected and delighted. If yes, then has any business benefited from it?

Culture 105

Culture How To Net Promoter Score Apparel 105