Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

Retently

AUGUST 23, 2022

As an ecommerce business, Net Promoter Score® might be the most powerful KPI in your CX toolkit. Net Promoter Score is a metric that measures the likelihood of a customer recommending your brand to their personal and professional social circle. Pay attention to CLV more than the score.

Net Promoter Score 148

Net Promoter Score Ecommerce Tips NPS 148

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

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.

Report 120

Report Net Promoter Score Wireless Airlines 120

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally.

Net Promoter Score 52

Net Promoter Score Analysis NPS Effort Score 52

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Hello Customer

JUNE 5, 2023

The 6 Pillars of Customer Experience But how can companies address that perception and improve their customer experience? To this end, Bloem works with a CX framework consisting of 6 pillars that serve as steps in a company's CX transformation. Your customer promises revolve around your company's identity. And that's true.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Effort Score 52

Beyond Philosophy

DECEMBER 10, 2021

The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. Reichheld started investing in the companies that consistently scored well.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

TechSee

MARCH 26, 2019

Take a few minutes for a quick refresher course on Net Promoter Score and then download the data sheet to learn the 10 reasons why Visual Support will make a world of difference to how you keep your customers satisfied. What is Net Promoter Score? How to Improve your Net Promoter Score.

Net Promoter Score 136

Net Promoter Score NPS Contact Center Call Center 136

Kitewheel

AUGUST 14, 2020

While pleasing the consumer is not a new concept, expectations for companies have grown and changed over the years. Well, according to a 2018 survey, only 49% of US consumers believe that companies provide a better customer experience. So, people who will promote and advocate for your company online will draw more customers to you.

Net Promoter Score 52

Net Promoter Score Customer Experience Effort Score Social Media 52

ProProfs Chat

JUNE 19, 2020

Recommendations work like magic, especially when a customer recommends a company/brand to a friend, family & colleague. Brand loyalty and the likelihood of repeat and new sales can be measured through Net Promoter Score. You can read the blog , to learn more about the advantages of net promoter score to a company.

Net Promoter Score 78

Net Promoter Score NPS Insurance Survey 78

Qualtrics

JANUARY 3, 2020

consumer industries: Airlines, auto dealers, banks, car rentals, computers, credit cards, fast food, groceries, health insurance, hotels, insurance, investments, Internet/TV service, parcel services, retailers, software, streaming media, TVs & appliances, utilities, and wireless. Repurchase from a company. Trust a company.

ROI 68

ROI Customer Experience Net Promoter Score Effort Score 68

SurveySparrow

JUNE 28, 2023

Customer experience refers to the overall perception customers have of a company based on their interactions and engagements throughout their journey. Example: Delta Airlines has a robust customer feedback system in place. Example: Zoho, a leading software company, has a strong customer-centric culture.

Customer Experience 52

Customer Experience Customer Journeys Net Promoter Score Customer Centricity 52

Beyond Philosophy

JUNE 11, 2021

Reichheld is the author of many books on customer loyalty and invented the Net Promoter Score (NPS). I spent 20 years of my life working in a large telecommunications company. Having set the company up as an outstanding example of Customer Experience, I was surprised, so I asked what happened.

Net Promoter Score 99

Net Promoter Score Airlines Resources Banking 99

Ann Michaels and Associates

SEPTEMBER 9, 2019

Many companies strive to achieve a great product or service but forget the other side. A startup company that offers internet phone calls explained; “Most of our sales and support processes are managed by phone contact, so we can tell you from our experience that our customers know when we smile and that’s why we do it.

Net Promoter Score 80

Net Promoter Score Airlines Retail Measurement 80

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. These are customer perception metrics that are important to benchmark and evaluate.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

CX Journey

APRIL 7, 2016

Companies try these approaches again and again, and while they may enjoy temporary surges of improvement, people run out of steam and the improvement dies. While many people think changing an organization’s culture takes a long time, we have had the opportunity to experiment and observe a wide variety of companies for the past 25 years.

Culture 80

Culture How To Net Promoter Score Airlines 80

InteractionMetrics

OCTOBER 16, 2023

Defining Customer Experience Customer experience is what we hear, see, and feel when interacting with a company PLUS what we bring to a company based on its claims and values – and what other companies do. Note that often CX is defined ONLY as the touchpoints a customer has with a company. Not a peep from the company.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Consider the following scenario: A customer learns a new airline will be operating flights in their city.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

For a company to grow, it needs to convert one-off customers into regular patrons. It involves creating a plan to elevate every customer’s experience across every touchpoint they have with your company. Consider the following scenario: A customer learns a new airline will be operating flights in their city.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

delighted

DECEMBER 17, 2019

Let’s take a look at root cause analysis in action with a real-world example: When a popular airline saw a gap between on-time departures and what customers thought about the punctuality of their departures, they knew something didn’t quite add up. The airline didn’t stop there. Q: Why are our delay communications so bad?

Analysis 40

Analysis Customer Experience Airlines NPS 40

Up Your Service

APRIL 9, 2018

The Group (legally known as Air Pacific Limited) comprises of Fiji Airways, Fiji’s National Airline; its subsidiaries Fiji Link & Pacific Call Comm. The announcement was made at the airline’s Head Office in Nadi by the Fijian Attorney General and Minister responsible for Civil Aviation, the Honourable Aiyaz Sayed-Khaiyum.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Up Your Service

APRIL 9, 2018

The Group (legally known as Air Pacific Limited) comprises of Fiji Airways, Fiji’s National Airline; its subsidiaries Fiji Link & Pacific Call Comm. The announcement was made at the airline’s Head Office in Nadi by the Fijian Attorney General and Minister responsible for Civil Aviation, the Honourable Aiyaz Sayed-Khaiyum.

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

C3Centricity

SEPTEMBER 12, 2016

In the phone company’s retail outlet, I was shown to the front of the line as a “valued new customer.” Don’t you get irritated when calling a company to hear those automated “your call is important to us” messages before being put on hold for ten, twenty, thirty or more minutes? Not in Peru.

Net Promoter Score 120

Net Promoter Score Airlines Tourism Hotels 120

SurveySensum

DECEMBER 20, 2023

— Introducing Customer Service Metrics In simple words, Customer Service Metrics help you gauge the effectiveness of your customer service. Why are customer service metrics important? These metrics will help you answer critical performance queries such as: How well are your support teams delivering top-notch service?

Metrics 52

Metrics Self Service Customer Service Net Promoter Score 52

Retently

AUGUST 22, 2018

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics.

NPS 150

NPS Metrics Effort Score Customer Experience 150

Kustomer

NOVEMBER 25, 2021

In a study they conducted, they found that many companies fall short when it comes to delivering a low-effort experience for their customers because they don’t have the right tools to make the agent’s job easier. Matt asks, “Well, how much does delight cost in companies?… I was at a company called Inside Sales.

Customer Service 98

Customer Service Effort Score Self Service Customers 98

ProProfs Chat

DECEMBER 23, 2019

For decades, companies of all sizes across the globe have been working on their customer centric business strategy. And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission. Customer experience metrics have penetrated most organizations.

Customer Centricity 96

Customer Centricity Customer Journeys Knowledge Base Effort Score 96

Pretium Solutions

DECEMBER 10, 2011

After Diego is told Cosi cannot make the trip, the conversation between Diego and the airline agent goes something like this: Diego: “What do you mean? Companies that focus more time, energy and resources on meeting their customers’ emotional needs are more successful in generating loyalty in their customer bases. I don’t understand.

Customer Service 40

Customer Service Net Promoter Score Travel Airlines 40

Pretium Solutions

DECEMBER 10, 2011

After Diego is told Cosi cannot make the trip, the conversation between Diego and the airline agent goes something like this: Diego: “What do you mean? Companies that focus more time, energy and resources on meeting their customers’ emotional needs are more successful in generating loyalty in their customer bases. I don’t understand.

Customer Service 40

Customer Service Net Promoter Score Travel Airlines 40

Pretium Solutions

DECEMBER 10, 2011

After Diego is told Cosi cannot make the trip, the conversation between Diego and the airline agent goes something like this: Diego: “What do you mean? Companies that focus more time, energy and resources on meeting their customers’ emotional needs are more successful in generating loyalty in their customer bases. I don’t understand.

Customer Service 40

Customer Service Net Promoter Score Travel Airlines 40

SurveyGizmo

FEBRUARY 4, 2021

That connection between a customer and a brand is what drives repeat purchases, and is a primary reason why a customer would stay with a company rather than switch to a competitor. Retention is an important metric to track, but is a narrower financial focus that leaves behind the human factor. And it’s not a single metric.

Loyalty 98

Loyalty Net Promoter Score Airlines Loyalty Programs 98

Kustomer

MARCH 12, 2020

Matt worked for a profit think tank and currently works at a company called Tethr, an AI platform that helps customers understand and interpret data. His research determined that extra efforts to go above and beyond for each customer didn’t pay off the way that companies expected. I was at a company called Inside Sales.

Effort Score 52

Effort Score Self Service Customers Multi-Channel 52

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

GetFeedback

NOVEMBER 20, 2018

But the fact is, one customer’s negative experience can seriously damage a company’s reputation. Think for a moment about all the companies you didn’t do business with because you heard complaints about them from a friend or on social media. . Customer satisfaction: the brand maintenance metric.

Customer Satisfaction 257

Customer Satisfaction Survey Net Promoter Score Social Media 257