PeopleMetrics

JUNE 17, 2020

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Moments of truth may involve the aforementioned digital experience (web site visit, chat with customer service, app experience), calling into a contact center, and of course, traditional in-person experiences.

CEM 83

CEM Touchpoint NPS Survey 83

CloudCherry

AUGUST 30, 2018

While most customer experience platforms focus on increasing NPS because it’s a helpful indicator of customer intention, NPS is ultimately just a more easily measured, less accurate stand-in for true customer loyalty. When we increase NPS, we don’t necessarily impact our bottom line or increase our revenue. Take it beyond NPS.

Strategy 150

Strategy NPS Analytics Analysis 150

PeopleMetrics

MARCH 16, 2020

When a contact center representative fails to resolve a customer issue in the expected time frame. Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., He founded PeopleMetrics in 2001 and is the architect of the company’s customer experience management (CEM) software platform.

CEM 78

CEM ROI Contact Center Survey 78

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Perhaps employees should focus on something other than NPS ? These incentives are typically connected to programs that are focused on recognition alerts rather than NPS or overall customer satisfaction. Conclusion.

CEM 61

CEM How To Hotels NPS 61

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), We help businesses mature their program over time with expert consulting services. This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Clarabridge

MARCH 21, 2017

And while customer experience management (CEM) activities should be data-driven, it is hard to figure out which data to use. What will make the most impact as you expand your CEM program? So pick high volume sources like Contact Center recordings (Speech to Text). Big data can be overwhelming. It’s just…well, big.

Omni-Channel 61

Omni-Channel CEM Data Customer Experience 61