ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. ON DEMAND: Microsoft’s 2016 Global State of Customer Service Report Reveal by Bill Peterson. She shared the new report, The Microsoft Global State of Customer Service. Customer experience in the age of disloyalty by Blaise Lucey.

Net Promoter Score 74

Net Promoter Score Customer Service NPS Report 74

AskNicely

AUGUST 17, 2018

Why is Customer Obsession a Priority? And 23% of CEOs list customer service as one of their top three business priorities. Savvy CEOs understand that growth and employee engagement can be created by listening to customer feedback while following one guiding principle: Be customer obsessed. 28% say workforce.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

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. . What they need is a full picture—the “why” of customer behavior. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). The key opportunity to compete is in the experiences provided to customers. — Alex Boland | Director of ANZ Operations at COPC Inc.

NPS 69

NPS Net Promoter Score Effort Score Metrics 69

ShepHyken

APRIL 11, 2017

Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? The score is nice to know, but what does it mean to your business?

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands.

Innovation 100

Innovation Marketing Social Media Healthcare 100

GetFeedback

JUNE 12, 2019

When tasked with overhauling the customer experience (CX), business leaders often seek to identify the most critical customer touchpoints. The important touchpoints are a make or break–they determine whether customers choose to stay, whether customers upgrade or cancel and whether customers recommend you to their friends and family.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

AskNicely

JANUARY 24, 2017

First, a very quick primer on fake news: During the 2016 US Election cycle, teenagers in a town in Macedonia started experimenting with publishing provocative and consistently fake “news” stories about the US presidential election on their own purpose built websites with a view to inflaming a partisan audience. But it’s also a parable.

Marketing 150

Marketing Net Promoter Score Social Media Customer Voice 150

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Experience Investigators by 360Connext

JANUARY 7, 2020

I am seeing a few enthusiastic sorts claiming 2020 will be “The Year of Experience,” “When Experience Finally Wins” or “The Year of the Customer.” For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.”

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Kayako

FEBRUARY 4, 2016

No business wants to lose customers. But before throwing more money at the marketing and sales departments, have you ever looked at why some customers churn? Even with excellent onboarding techniques and being there to help the customer settle in, it can be a little baffling why customers still leave you.

Net Promoter Score 120

Net Promoter Score How To Effort Score Sales 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

ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. Surprises Await When You Pretend To Be Your Own Customer by Steve DiGioia. Steve DiGioia) Stop complaining about your customers. Well, have you ever tried to be your own customer? Salesforce Survey Shows Customer Experience Now Job No.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

Beyond Philosophy

JANUARY 27, 2016

More often these days we get calls at our headquarters with Customer Experience champions wondering what happened to the huge gains in their Customer Experience metrics they used to get. The answer is simple: What’s next is the next level of Customer Experience improvement. See the difference there? Let me explain.

Net Promoter Score 60

Net Promoter Score Metrics Consulting Training 60

CloudCherry

FEBRUARY 11, 2019

In 2016, when Ralph Cumbee was named the CXO, he realized the potential of ‘Member Experience’ in the fast-developing digital world. Resources need to be invested and teams need to analyze this warehouse of data as it can be of utmost importance to understand your customer’s want and enhance his/her experience.”

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Customer Bliss

APRIL 11, 2017

Brian worked at Intuit from 2002 to 2013, ultimately serving as VP of Customer Experience and Business Excellence. (He He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. The Origins Of Net Promoter Score. He arrived at that role in October 2007.)

NPS 163

NPS Net Promoter Score Wireless Call Center 163

CX Journey

JULY 12, 2016

In our case, outcomes are the result of putting forth all of this effort to improve the customer experience. When NPS (net promoter score/system) was introduced, the reception was mixed on the consultant side, but businesses embraced the concept and mostly the metric as simple and easy to understand. Keep that in mind.

Net Promoter Score 80

Net Promoter Score Effort Score Metrics NPS 80

delighted

JUNE 24, 2020

To help you get started in mastering your own employee experience, we will break down what employee experience is, why it’s important for customer experience, and how leadership and measurement are necessary to take your employee engagement to the next level. A strong employee experience means a strong customer experience.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Beyond Philosophy

JULY 3, 2017

For many organizations, the initial improvements in Customer Experience have long since passed. The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. How Customer Experience Improvement Is Like Getting Fit.

NPS 117

NPS Net Promoter Score Analysis Interaction 117

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Episode Overview.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. The top sector, Non-food retail, scored 82.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. Author: Chris Eideh Providing customer service through social media has multiple advantages for both consumers and companies. Done well, social customer service also benefits brands.

Insurance 48

Insurance Net Promoter Score Customer Service Social Media 48

Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. The ultimate goal is to win customers and maximize their lifetime value. Winning is defined by taking care of the customers you have, so they’ll come back and bring you the customers you want.

Customer Experience 110

Customer Experience Net Promoter Score Hotels NPS 110

Customer Enthusiast

OCTOBER 26, 2018

As a result, typical companies produce a lot of capable – if uninspired – employees who adhere to protocol while processing customers, each one like the previous one, until the end of another routine and monotonous shift. Who are our customers?). Aspirational goal) Make customer experience our best product.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. Numerous companies use NPS today to measure customer loyalty, and the reasons to implement NPS are many. Increased customer loyalty.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Customer Bliss

MARCH 8, 2018

In this episode, Charlotte and I talk about how she united the C-Suite and other departments within Sure International to implement a customer experience program, and how her background in customer service and experience helped her be the transformative leader she is today. Listen to the Customer and Bring Internal Teams Together.

Customer Journeys 100

Customer Journeys Customer Experience Net Promoter Score Call Center 100

ChurnZero

NOVEMBER 6, 2020

This is a a guest post by Ellie Peterson, Customer Concierge at Delighted. . As you stand up your Net Promoter Score ® (NPS) program and responses start flowing in, it can be exciting to read the feedback and calculate your NPS score. A score above 50 would be an extremely positive score.

NPS 58

NPS Net Promoter Score How To Comparison 58

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. in net written premium annually.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Survicate

APRIL 12, 2018

Survicate customer since: August 2016. Survicate features used: Net Promoter Score. In 2017 the company entered Warsaw Stock Exchange showing 26% increase in net profit in just 9 months , compared to the previous year. To meet the customers’ needs, Morizon.pl 100+ employees. Targeted Website Survey.

Net Promoter Score 69

Net Promoter Score Marketing NPS Survey 69

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Tricia Morris

FEBRUARY 26, 2016

Does adding service channels, leveraging customer feedback and analytics, empowering agents with easier access to knowledge and creating a more customer-centric culture really make that big of a difference to an organization’s productivity and bottom line?

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Creating & keeping a customer (i.e.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ReviewTrackers

JUNE 27, 2019

Managing online reviews and customer feedback is one of the biggest investment priorities for hospitality brands and organizations in 2016. Results showed that organizations that did not acknowledge or respond to reviews and customer feedback experienced lower review scores and overall ratings.

Management 85

Management Hospitality Hotels Net Promoter Score 85

CX University

OCTOBER 30, 2017

CX University (CXU) announced today the official launch of Customer Experience (CX) Financial Consulting Services. CX University is best known for their on-the-go learning philosophy with Online Courses in Customer and Patient Experience and custom-created eModules for organizations. Chief Marketing Officer. CX University.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

Solvvy

FEBRUARY 5, 2020

Your business offers top-of-the-line products or services—but does your business offer top-of-the line customer support? Go all in on great customer service, and, instead of fending off angry tweets, you’ll win the Internet with rave reviews and customer support stories going viral for all the right reasons.

Customer Expectations 64

Customer Expectations Self Service Customer Service How To 64

CX Journey

APRIL 7, 2016

Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. They are: Rule #1: Don’t start with customer-facing employees. If the customer says X, respond with Y.”)

Culture 80

Culture How To Net Promoter Score Airlines 80

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Customer Satisfaction score to denote the health of the economy.

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60