Horizon CX

OCTOBER 2, 2023

A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. The customer then waits 40 minutes because only one employee in the store has a key to open the loading door to allow the customer to exit. An airline Gate Agent is asked by a passenger to check-in for a same-day, earlier flight.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

Experience Investigators by 360Connext

JUNE 1, 2017

But the idea of investing in creating powerful, meaningful and delightful experiences is still a relatively new idea. At the sixth Customer Experience Professionals Association (CXPA) Insight Exchange , I had the chance to learn and share with 350 of my fellow experience fanatics. Money talks, but so do customers.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). The book lays out some of the best practices for maintaining credibility for the Net Promoter System.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Alida

SEPTEMBER 22, 2016

Authentic companies inspire loyalty,” said Scott Miller, CEO of Vision Critical, in his opening keynote. Customers, especially Millennials , expect transparency and honesty—and they support companies they perceive to be truthful and real. Test your assumptions about the customer journey.

Innovation 100

Innovation Marketing Social Media Healthcare 100

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

Customer Guru

MARCH 7, 2018

Sonia Bhatia Salmin, Ex-Head of Customer Experience at Piramal Pharma Solutions, shares her thoughts on the importance of CX, and how she led Piramal Pharma Solutions into becoming one of the most customer-centric pharmaceutical companies in India. Is there any personal experience which really wowed you?

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

Michel Falcon Experience

FEBRUARY 19, 2016

It’s this same strategy that has allowed me to travel the world, work with great companies, start an online course , invest in a couple startups and keynote speak at events with 100’s of people in the audience. ”] I remember the day when I first recognized that customer experience management would be “my thing.”

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60