Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. But now that you’re measuring it, how do you improve NPS? Why You Should Make It a Priority to Improve NPS A 10% improvement in a company’s customer experience score can translate into more than $1 billion in increased revenue.

NPS 79

NPS Strategy Net Promoter Score How To 79

Answer Dash

APRIL 17, 2020

From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. How to measure, optimize, and scale your customer experience capability Customer experience management begins with understanding your customers and their needs.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

ClearAction

NOVEMBER 4, 2020

In a time when customer attitudes and behaviors are shifting and evolving rapidly, companies are finding customer intelligence uses — across all functions enterprise-wide — to be vital to survival. 1 Empathy-infused H2H has been a weakness historically, and it will take concerted efforts for it to remain prominent.

Customer Experience 77

Customer Experience Effort Score Wireless Policies 77

Pointillist

SEPTEMBER 10, 2020

In this way, every moment of engagement is highly personalized for each individual, because the interactions a company takes are based on each customer’s prior experience. The context is centered on their current goal, which is represented by the journeys they are on, and comprises the entirety of their experience with the company.

Customer Journeys 128

Customer Journeys Touchpoint Interaction Net Promoter Score 128

Tricia Morris

FEBRUARY 26, 2016

The answer is yes, all the effort that goes into improving internal and external customer service is well worth it. Check out the characteristics of each stage of maturity, metrics-based case studies, along with insights and advice from Nucleus Research on how to incrementally improve in customer service, in this new guidebook style report.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Beyond Philosophy

SEPTEMBER 13, 2016

Messaging and positioning statements provided by companies must be upfront and credible because, if they are not (or perceived as not), the backlash results of negative word-of-mouth can be significant. Quantifiable measurement is often a challenge. Be both strategic and tactical. Seek to leverage and influence, not control.

Social Media 60

Social Media Multi-Channel B2C B2B 60

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So, how are leading enterprises using customer journey analytics in the real world?

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

PeopleMetrics

JULY 31, 2018

Humans are the most expensive method to make sense of unstructured comments—often prohibitively so, because not only are they expensive knowledge workers, but also the effort doesn’t scale. Wi-Fi could be a topic, but some customers might call it wireless internet. Humans (Open-Ended Coding). Here’s how it works. Here’s how it works.

Analytics 79

Analytics CEM Telecommunications Hotels 79

Pointillist

SEPTEMBER 28, 2021

The amount of effort, resources and cost necessary to achieve a comprehensive and effective omnichannel strategy are staggering. Those who try to tackle this problem often find that their efforts suffer due to lack of focus, competing priorities and significant costs. Leaders Struggle to Measure Customer Behavior and Quantify Impact.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Aimee Lucas. Annette Franz.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

Recently, I came across an interview of Rob Markey, co-author of the Ultimate Question 2.0 , about the current state of the Net Promoter Score movement. A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Storyminers

JULY 6, 2020

At Storyminers, we are grateful for the acknowledgement, and we realize the real credit goes to the professionals on the front lines of the daily challenge to win support for the ideas that will positively change companies and deliver more value to customers. Thought leaders come in all shapes and sizes. Aimee Lucas. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Consumer feedback should drive customer technology strategies.

Government 40

Government Self Service Customer Service Social Media 40

Bold360

DECEMBER 1, 2016

Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. “The biggest mistake companies make when getting customer experience software is…” Forgetting the customer! Anna Morrish. annamorrish.

Software 40

Software Customer Experience Company CRM 40

Qualtrics

NOVEMBER 8, 2019

Or perhaps you want to know what the average CX rating is for companies like your own to help benchmark your own performance? This year’s Ratings are a continuation of the Temkin Experience Ratings , which Temkin Group began publishing annually in 2010 and used by some of the world’s leading companies. STANDOUT FINDINGS.

Effort Score 4

Effort Score Wireless Insurance Industry 4

Michel Falcon Experience

APRIL 11, 2019

Understanding why I focused a lot of attention on purpose-driven companies within the pages of my book. ? I told my mom, and my parents, that I’m going to leave the university to work for a garbage company. I said, “I want to build this experience design company for employees and customers in culture.” or in the future.

Culture 60

Culture Leadership Hospitality Meeting 60