Lumoa
JANUARY 7, 2021
At what point during the customer journey should you measure how the customer is feeling? measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. In the middle?
IntouchInsight
MAY 4, 2023
A professional mystery shopping company not only manages the execution of your program, but is also an objective partner. Whether you’re launching a new mystery shopping program or improving an existing one, third party mystery shopping providers, aka MSPs, are a big help.
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Lumoa
SEPTEMBER 8, 2020
Measuring customer loyalty these days is a little more complex. According to HubSpot, customer loyalty is “a customer’s willingness to repeatedly return to a company to conduct some type of business due to the delightful and remarkable experiences they’ve had with that brand.” For subscription-based companies, it’s relatively simple.
GetFeedback
DECEMBER 26, 2018
Companies, of course, want to cultivate a positive brand perception among their target consumers, but it’s a tricky goal. As Brandwatch points out , companies don’t control brand perception—consumers do. So how can companies monitor and understand consumer brand perception when they’re looking at it from inside the box?
Speaker: Adrian Speyer, Head of Community and Lead Evangelist for Higher Logic Vanilla
To meet this expectation, a company’s support stack needs to be comprehensive. To create a premier offering, companies have turned to support communities. How to measure and prove the success of your support community efforts. But not everyone gets it right. And now he's here to share what he's learned.
GetFeedback
OCTOBER 27, 2019
The only way to really have an exact answer is to measure customer satisfaction. In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. Really, customer satisfaction is a reflection of how a customer feels about your company. Defining customer satisfaction.
West Monroe
FEBRUARY 28, 2023
Gas LDCs are advancing a wide range of decarbonization measures and plans, often as part of jurisdiction-sponsored study and planning efforts. In some of these venues, the gas companies have emerged with well-put-together long-range plans composed of a portfolio of integrated actions that can lower the sector’s carbon intensity.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Companies are investing millions in improving CX. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort.
Advertiser: Skilljar
In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs. Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more.
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But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring.
Speaker: Bill Johnston, Community Innovation Officer at Structure3C
It follows that community-based advocacy programs can produce tremendous value and have a transformative impact on both the community and host company. Guidance on developing and measuring. All attendees will receive access to exclusive program planning templates. Common pitfalls. Exclusive program planning templates.
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Turning CX program outcomes into measurable business results: It’s the number one challenge facing today’s CX professionals. With most companies slow to adopt a truly customer-centric approach, organizational and technological silos are mostly to blame for the uphill battle.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
Low engagement can be caused by several factors including lack of recognition by managers, poor company communication and not being aligned with the mission of the company. By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience.
Speaker: John Joba and David Robbins
Despite increasing investment in measurement platforms, executives still struggle to demonstrate the impact to the bottom line—and the value these bring to customers and the organization as a whole. Derive more precise ROI calculations directly tied to company profitability, utilizing a measurement system and steady stream of financial data.
Speaker: Laura Sikorski, Contact Center Consultant
Your company is judged on how your staff relates to your customers on all channels. Companies can achieve high customer satisfaction and loyalty when there is appropriate training, coaching, measurement/reporting, and organizational collaboration. How do you retain the human touch in the digital world?
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