Lumoa
SEPTEMBER 8, 2021
To keep pace and make sure your products deliver value, you need to be continually listening for customer input. Sharpening your customer experience skills will help you stay ahead of your competitors. To drive the most value from customer insights , everyone needs to have access to them and use them to inform their decision-making.
PeopleMetrics
DECEMBER 12, 2017
“Customer Experience Management (CEM) and Customer Relationship Management (CRM) are the same, right?”. While it may be true that at their core, both systems revolve around the key interactions a customer has with your brand, CRMs and CEMs serve distinctly different purposes and operate from two contrasting angles.
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PeopleMetrics
MARCH 30, 2017
Poor program design: Many Voice of Customer (VoC) programs are not designed well. Long surveys that include very imaginable question to appease internal groups within the company are customer experience killers. What are the key metrics you are looking to improve as a result of your VoC program? Retain Customers?
Lumoa
SEPTEMBER 16, 2022
NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs. That is why you need to take note of the factors: Customer zone of tolerance.
Clarabridge
AUGUST 26, 2015
Getting buy-in for a Customer Experience Management (CEM) program isn’t always easy. In order to build a foundation for a scalable and successful CEM program, you need buy-in from all levels of the organization. Now, with Clarabridge, her team can back up their insights with hard numbers, statistics, and quantifiable metrics.
Lumoa
FEBRUARY 9, 2023
Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. By leveraging customer experience design, businesses can create customer experiences that drive customer loyalty and business growth.
Lumoa
MARCH 20, 2018
Churn Customer churn happens when a customer/subscriber stops doing business with a company. Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. So why should you care?
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