delighted

SEPTEMBER 8, 2021

Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. There’s a lot of talk about the ROI of customer experience. Very important.

Customer Experience 93

Customer Experience Healthcare Net Promoter Score Apparel 93

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations. The CX Buy-In Survey. Survey questions.

Report 100

Report Survey ROI Net Promoter Score 100

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. When it came to attributes that describe the companies of the respondents, we observed over 50% of companies working in B2B, and less in B2C space, with slightly more Service than Product focused organizations. The Survey. Survey questions. The results.

Report 62

Report Survey ROI Net Promoter Score 62

Kustomer

DECEMBER 31, 2020

For example, our net promoter score is 22 and we’ve done some competitive analysis that says our competitor is at 34, right? We’ve got to get a little better on ROI focus. Over 10,000 employees, very customer centric CEO, who was really excited about the customer experience, measuring the net promoter score.

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Then we divided the answers according to the categorisation of NPS - into promoters, passives and detractors. Of course you don't.

System 338

System Effort Score NPS Net Promoter Score 338

SurveySparrow

JANUARY 23, 2019

The importance of measuring customer experience should be a crash-course for all entrepreneurs as it will open their minds to the possibilities of what can be done for their customers and in turn how it affects their business. A report by Forreste r says that only 32% of B2C CMOs are accountable for customer experience for their organization.

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. Also, he is running the planning course of Emotive CX for Customer Interaction. .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132