Books CEM Management Net Promoter Score 
CloudCherry
JULY 18, 2018
Fortunately, there’s a method to Customer Experience Management. Survey for Net Promoter Score (NPS). Due to its simplicity, NPS is great for providing a broad high-level overview of customer experience to top management, but a multi-dimensional weighted Composite Scorecard Index can be more reliable and less volatile.
PeopleMetrics
MAY 13, 2021
In this session, we share 3 strategies to help you turn your customers into promoters, starting with Net Promoter Score (NPS) - a universal metric that helps you understand your relationship with customers and identify opportunities to turn passive customers into brand promoters. Watch on YouTube. ?
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Beyond Philosophy
NOVEMBER 10, 2014
There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.
Beyond Philosophy
NOVEMBER 24, 2014
Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. They might not be not what your management would like them to be. Sometimes this can be a tough sell to your senior management. NO, YOU DON’T. Please don’t fall into that trap.
Beyond Philosophy
NOVEMBER 10, 2014
Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. The Value of Customer Experience, Quantified.
Beyond Philosophy
NOVEMBER 6, 2014
This step tests the resolve of senior management to sacrifice time and resources to creating the Customer Experience that everyone agreed upon to deliver. Colin is an international author of four best-selling books and an engaging keynote speaker. This step is often the most challenging, because the hard work of change starts here.
CloudCherry
DECEMBER 1, 2018
Investment in Member Experience Management has been gaining momentum over the last few years in the finance industry. What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it.
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