Blake Morgan

OCTOBER 31, 2022

Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

ShepHyken

MARCH 14, 2022

My Comment: We kick off this week’s Top Five roundup with a robust article that takes us back to the basics, journey mapping the customer experience. If you haven’t done this exercise before, it’s time. In other words, it’s all of the interaction points the customer experiences. And there’s much more.

Customer Journeys 73

Customer Journeys Customer Service Call Center Entertainment 73

CX Journey

MAY 17, 2017

Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. The customer journey can be improved through listening and identifying areas where the journey is failing or causing customers to look for alternatives. It might be time if you.

Survey 159

Survey Feedback Social Media Roadmap 159

Experience Investigators by 360Connext

JULY 24, 2019

Customers began to gain control in ways leaders didn’t predict. The levels of transparency and visibility between company and customer changed drastically. One customer could make a big ruckus and get the world’s attention over a weekend, while the corporate PR department clocked out. ' Click To Tweet.

Customer Journeys 110

Customer Journeys Culture Customer Centricity System 110

C Space

MARCH 25, 2020

Insight Directors are under pressure to own the perspective on customers, who are changing at an accelerated rate. What’s adding to the challenge is that traditional (and expensive) methods such as NPS and brand trackers don’t seem to be the right tools for the job at this moment.

Airlines 40

Airlines Travel Guidelines Exercises 40

ShepHyken

JULY 3, 2023

The Four Secrets to Nordstrom’s CX Success by Saskia Tillers (The CEO Magazine) For any brand, revamping CX will only ever be a valuable exercise. My Comment: Nordstrom is one of the most recognized brands for their amazing customer service and CX.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

ChurnZero

JANUARY 28, 2022

If you’re introducing a brand-new software, clarify why you’re bringing it onboard and how it will benefit the user. I recommend conducting this exercise quarterly as to not overwhelm your team. Customer Success Around the Web. Before you ever let someone get their hands on a new software, you need to: Announce the project.

Software 98

Software How To Feedback Training 98