Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. ” It is part of a broader celebration of Customer Experience Day.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld started investing in the companies that consistently scored well. Buy his book!

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

Beyond Philosophy

OCTOBER 5, 2015

To that end, here’s how to tell if your leadership is not REALLY on board with your CX Agenda: Their schedule rarely (if ever) accommodates a discussion regarding Customer Experience Implications. There is a lack of understanding (or concern) about the implications of a poor Customer Experience.

Leadership 60

Leadership Net Promoter Score Meeting Consulting 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. ” It is part of a broader celebration of Customer Experience Day.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. ” It is part of a broader celebration of Customer Experience Day.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Customer Bliss

MARCH 30, 2017

The specific goals and metrics of a customer experience lab may vary by organization, but in general these are three of the main goals. How can a company learn more about their customers, figure out how to engage them, and — at the same time — bring their employees deeper into the fold?

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Alida

SEPTEMBER 22, 2016

Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Companies must welcome customer feedback and continually test and learn from new ideas. Moore shared tips on how to generate money from customer feedback.

Innovation 100

Innovation Marketing Social Media Healthcare 100

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SurveySparrow

JANUARY 28, 2020

Those kinds of experiences led me to find Heart of the Customer, where we specialize in helping companies understand the emotional connection customers have with their brand, and how to use that newfound knowledge to drive action that gets results. What drives you to be this passionate in developing customer experiences?

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

customer sure

AUGUST 22, 2023

That’s your Net Promoter Score." Walk with us into the weird world of non-standard NPS scales: We’ll look at when you might want to use them, how to calculate NPS on a 5-point (or any other!) How to calculate NPS on a 1-5 scale. But what happens when we ask the “recommend” question on a scale that isn’t 0-10?

NPS 48

NPS How To Net Promoter Score Survey 48

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

System 338

System Effort Score NPS Net Promoter Score 338

SurveySparrow

OCTOBER 25, 2019

It is essential that you provide high-quality customer service at all channels as a bad experience can make them seek greener pastures. The point is that the experience your customers have with you should make them come back to you again and again. If you wish to improve customer experience, you should begin from within.

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Qualtrics

JULY 16, 2019

Simply put, you can’t bring in new customers if you don’t know how — and are unable to — keep your existing customers happy. To do that, you don’t necessarily need to be a customer experience professional. You just have to get a step closer to your customers. CSAT (customer satisfaction).

Data 37

Data Marketing Customer Experience Net Promoter Score 37

Pointillist

AUGUST 18, 2021

Dan is also a keynote speaker, author of the book Winning at Social Customer Care: How Top Brands Create Engaging Experiences on Social Media, a host of the Experience This! So, this is the real science of customer experience. We just need to figure out how to leverage it.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40