Experience Investigators by 360Connext

DECEMBER 15, 2023

Their support will ensure CX initiatives receive the cross-company support and resources they deserve (and need to thrive). But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. Don’t forget to highlight the human side of what those metrics measure.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Beyond Philosophy

NOVEMBER 29, 2019

The 7 Telltale Signs of a Company NOT Committed to Customers. I discovered many years ago that I could determine whether a company was committed to customers pretty quickly. I developed for the book my Native to Natural model, which measures how customer-centric a company culture is.

Company 142

Company Customer Centricity Exercises Consulting 142

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. Why Measure Customer Satisfaction? In simple terms, it is all about how happy customers are with your product or service, or the overall experience they had with your company.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

ChurnZero

JUNE 11, 2021

Measuring the effectiveness of your customer health scores is essential to maintain their accuracy. A customer health score is a value that indicates the likelihood that a customer will renew their subscription or service with your company. How to Measure the Effectiveness of Customer Health Scores. Change is constant.

Measurement 96

Measurement How To Analysis Exercises 96

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. And while most companies would say they do just that, most customers beg to differ! A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. Step 1, Measure.

Measurement 52

Measurement Management Customer Journeys B2B 52

West Monroe

AUGUST 7, 2023

CFOs of private equity-backed companies continue to navigate the complexities of the current economic environment—among the most important tasks include the ability to create and track value across the portfolio company organization while also focusing on delivering greater value within their organization.

Financial 52

Financial Company Exercises Metrics 52

Happy or Not

MARCH 28, 2022

Part two: Whe n , whe re and how to measure peak-end experiences. We also shared a few examples of how companies create positive peak and end experiences. In this second part, we’ll discuss when, where, how and what to measure, so that you get meaningful insights to improve customer satisfaction. .

Measurement 69

Measurement Customer Experience Customer Journeys How To 69

Lumoa

FEBRUARY 21, 2023

While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. What has it recently or in the past helped your company with? It also lessens the program’s benefits to the company, which snowballs into even lower buy-in.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

Beyond Philosophy

MARCH 7, 2024

We asked millions of questions from thousands of business people in hundreds of companies. The Emotional Signature measures how the experience makes people feel and what that means to the value they assign to your experience. Whatever you want to measure, that is the value. The customers wanted a relatable mobile company brand.

ROI 78

ROI Return on Investment Exercises Measurement 78

CX Accelerator

NOVEMBER 11, 2022

Customer Insights/Measurement/Analytics. CUSTOMER INSIGHTS/MEASUREMENT/ANALYTICS Understanding your customers is at the heart of customer experience. For this reason, we have included measurement with customer insights. Resource: Fusion: How Integrating Brand and Culture Powers the World’s Greatest Companies by Denise Lee Yohn.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Help Scout

AUGUST 17, 2021

The core goal of almost any regulation is to protect companies and consumers, which we all can agree is good, but it doesn’t make learning the different rules any easier. Each year, companies spend lots of time, money, and energy training new and existing staff. Tip #1: Focus on real-world application of knowledge. Well, not so much.

Financial 80

Financial Tips Company Customer Service 80

ijgolding

MAY 9, 2017

A measurement of the quality of an organisation’s policies, products, programmes, strategies, etc., and their comparison with standard measurements, or similar measurements of its peers. Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

Beyond Philosophy

JULY 13, 2021

When they called the vendor about the issues, the trampoline vendor was not as responsive as they had hoped since the installation was the third-party company’s responsibility. However, the trampoline company did not take responsibility when things went wrong.

Customer Experience 167

Customer Experience Call Center Customer Journeys Hotels 167

Middlesex Consulting

FEBRUARY 21, 2016

According to Satmetrix – “Net Promoter Score (NPS®) is the most popular and proven metric for measuring and acting on customer loyalty data.” ” The NPS is based on the answer to this question: “How likely is it that you would recommend our company/product/service to a friend or colleague”?

Loyalty 60

Loyalty Measurement Net Promoter Score NPS 60

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

Beyond Philosophy

FEBRUARY 3, 2022

On a recent podcast, Anna called into the I’m In a Pickle feature to use their journey mapping exercise findings effectively. In Anna’s case, I would start with a simple exercise to get the journey map off to a good and practical start. Have you ever tried to change a habit, maybe about diet and exercise?

Customer Journeys 78

Customer Journeys Exercises Contact Center Customer Centricity 78

CSM Magazine

MARCH 25, 2024

Contact center agents are on the frontline of customer interactions, representing the face—or rather, the voice—of a company. Role-playing exercises and scripts can guide them through a variety of tough scenarios. Many companies have zero-tolerance policies in this regard.

Policies 52

Policies Call Center Exercises Contact Center 52

Ann Michaels and Associates

JULY 14, 2023

Competitive intelligence and mystery shopping are two related concepts that can provide valuable insights into a company’s competitive landscape and customer experience. Benchmarking performance: CI enables companies to compare their performance with that of competitors, identify areas for improvement, and set realistic goals.

Social Media 52

Social Media Exercises Wait Times Trends 52

Blake Morgan

OCTOBER 31, 2022

And while surveys might be free for companies, I believe there is a hidden cost; the customer experience. A decade ago many companies used a “do-not-contact” code in their databases to flag customers who had responded to a survey recently – this was to save the company money. If it doesn’t, what metric is right for you?

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105

CloudCherry

MARCH 19, 2019

In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics. This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. Does it actually move the needle?

Financial 218

Financial Metrics Customer Journeys NPS 218

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. These enlightened customers demand a certain quality of interaction and service from your company. They should be quantifiable and measurable. Customer experience objectives.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

GetFeedback

FEBRUARY 7, 2020

Twenty years ago, companies got measured against their competitors. Research shows that an ever-growing segment of consumers is now measuring all brands against a select few customer experience leaders. Every interaction customers have with your company is a chance to meet or exceed their expectations.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Beyond Philosophy

SEPTEMBER 10, 2022

Did you take up a hobby or a new exercise program? Our Emotional Signature research measures the level of emotional engagement you have with customers right now and determines what the really want from you. We undertake this exercise by asking a lot of questions. What did you do during the lockdown?

Exercises 68

Exercises Consulting Healthcare Resources 68

Experience Investigators by 360Connext

JULY 12, 2022

Offer specific measurement for parts of the customer journey, like tracking Customer Satisfaction Rates for a high-stakes touchpoint like product delivery or a customer service interaction. The guidebook includes exercises designed to help Customer Listening make sense and have practical application. Get the Free Guidebook.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

ShepHyken

AUGUST 28, 2023

by Chip Bell (Forbes) Research shows that 75% of customers who leave a company to go with a competitor assess their experience of the company they abandoned as “satisfied” or “completely satisfied.” My Comment: As Peter Drucker was often quoted as saying, “You can’t manage what you can’t measure.”

Customer Service 62

Customer Service Customer Journeys Customer Satisfaction Social Media 62

Customer Bliss

MARCH 28, 2019

Not only is she making serious strides as the company’s COO, but her role is also inclusive of CCO responsibilities. Upon joining Gainsight, Allison tells us that the company had no revenue and lacked internal consistency. Define Roles and Expectations. Build Customer Success Internally and Externally.

Customer Success 131

Customer Success Management Exercises Metrics 131

Clarivate

AUGUST 16, 2023

From spelling mistakes in company names to incorrect classification codes, these little errors create havoc. G10 refers to musical instruments and G01 is related to measurement instrumentation. For example, we performed a technology scouting exercise for a consumer goods company that ended with surprising results.

Exercises 97

Exercises Innovation Analysis Government 97

ChurnZero

MARCH 4, 2022

In the example below, Amy maps out an onboarding journey, but you can perform this exercise using any customer journey. You can think of this exercise as similar to using a SWOT analysis to find strengths and opportunities. As you go through this exercise, you’ll realize that forces are not all of equal strength.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

PeopleMetrics

AUGUST 31, 2018

Customer experience is the sum of all experiences, interactions, or touchpoints a customer has with a company. Customer service is employees at a company helping solve a customer’s need in some way, usually (but not always) around a problem or a question. CX is holistic and covers a wide number of touchpoints.

CEM 117

CEM Touchpoint Customer Service Exercises 117

Clarivate

MAY 24, 2022

Since then, we have been moving full speed ahead – remaining focused on ways we can take action faster with greater purpose, making sustainability part of our global culture and improving our measurement and reporting capabilities. Driving real, measurable change. Connecting SDGs to everything we do. Tiffani Shaw, Chief of Staff.

Government 98

Government Exercises Innovation Report 98

Beyond Philosophy

APRIL 7, 2022

Sometimes we have them based on past experiences with the company. I use an exercise when I am a speaker that demonstrates how this spontaneous formulation works. Bear in mind that almost nobody I have ever done this exercise with has been to the Congo, but they all have expectations. How Do We Form Expectations?

Exercises 78

Exercises Customer Journeys Comparison Customer Expectations 78

West Monroe

APRIL 17, 2024

In the 2023 Manufacturing Institute Study, The Role of Company Culture in Workforce Attraction and Retention , nearly 87% of respondents said they communicate company culture in interviews. But how many actually measure the impact? Many companies lack a clear understanding of what “culture” even means.

Leadership 59

Leadership Culture Competitive Advantage Study 59

Comm100

FEBRUARY 6, 2023

Research shows that over 80% of companies compete primarily based on CX. You have to predict the customer’s expectations, constantly measure your CX performance, and solicit feedback from them. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 191

Financial Trends Self Service Customer Experience 191

Waypoint Group

MAY 23, 2018

Many Customer Success teams measure their performance via customer retention and expansion rates. These aren’t bad measures – KPIs should generally measure outcomes – yet those KPIs are lagging. Make sure those key contacts are perceiving value from your company. Use Leading Indicators.

Measurement 40

Measurement Customer Success Metrics B2B 40

CX Journey

APRIL 3, 2019

Customer-centric companies ensure that they make no decisions, design no products and services, and implement no processes without first thinking of the customer and the impact that the decision or the design has on the customer. In customer-centric companies, decisions are always made with the customer’s best interests in mind.

Customer Centricity 150

Customer Centricity Exercises Customers Culture 150

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Right now, we are on the cusp of an economic downturn. Focus Your Resources on What Matters.

Customer Success 101

Customer Success Customer relationships Exercises Communication 101

Customer Bliss

FEBRUARY 9, 2016

He catapulted the company to profitability in part by focusing on identifying and taking accountability for the delivery of the moments of truth. The process of defining the moments of truth is a great inclusive exercise to bring the company together and make them accountable. Responding to a customer request.

Exercises 100

Exercises Airlines Call Center Metrics 100