CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change.

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. Customers change.

Metrics 80

Metrics NPS Trends Financial 80

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. Preferences for how they interact with your brand today will certainly shift in the future. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Storyminers

JULY 7, 2020

It’s simply natural to let expectations creep between brands. After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. The more adaptive companies will excel at keeping pace with their customers’ changing needs. New metrics.

Contact Center 147

Contact Center Customer Expectations Management Wireless 147

Storyminers

JANUARY 24, 2017

Nordstrom is well respected for its exemplary customer service. It’s simply natural to let expectations creep between brands. After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. New metrics. 2: Serve before you sell. Great design.

Contact Center 133

Contact Center Omni-Channel Brands Hospitality 133

Kitewheel

AUGUST 14, 2020

Customer experience is the overall impression that consumers have of your brand. Providing a remarkable customer experience is vital to business success. While pleasing the consumer is not a new concept, expectations for companies have grown and changed over the years. Identify Sources of Churn .

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

Storyminers

JANUARY 24, 2017

Nordstrom is well respected for its exemplary customer service. It’s simply natural to let expectations creep between brands. After all, most people notice obvious differences—like the ones between businesses and brands—more than the little changes within them. New metrics. 2: Serve before you sell. Great design.

Contact Center 50

Contact Center Omni-Channel Brands Hospitality 50