Experience Matters

JANUARY 20, 2015

Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

GetFeedback

MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Experience Matters

DECEMBER 15, 2015

In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Effort Metric Expanding.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Listen to your customers.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time it is also what most companies are missing. Listen to your customers.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160