Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX is a huge business opportunity.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. What customer experience metrics will survive? Those don’t do much to actually improve the experience, either.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Experience Investigators by 360Connext

JUNE 1, 2017

At the sixth Customer Experience Professionals Association (CXPA) Insight Exchange , I had the chance to learn and share with 350 of my fellow experience fanatics. “Customer Effort” should be a serious metric to consider. The post How Do Smart Leaders Create the Best Experiences?

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Customer What? Customer What?

Customer Experience Professionals 56

Customer Experience Professionals Customer Experience Hotels Net Promoter Score 56

Confirmit

MARCH 19, 2019

Expecting everyone in the business to care as much about Net Promoter Score as you do? Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs. Why tangible action is better than chasing the metrics.

Net Promoter Score 40

Net Promoter Score Customer Experience Professionals Customer Centricity Consulting 40

Eptica

NOVEMBER 6, 2019

Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. But as leaders brag about how their Net Promoter Score (NPS) moved up.05%, Moving from metrics to insights means examining what caused that uptick. But what about sentiment analysis?

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

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). Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses.

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 100

Report Survey ROI Net Promoter Score 100

customer sure

AUGUST 22, 2023

That’s your Net Promoter Score." So, if the rest of your business runs on metrics calculated from a 1-5 scale, you might want to switch to NPS 1-5 as well, so that customers don’t suddenly have to jump to a 0-10 scale after having completed a few 1-5 questions. What about a 1-5 scale? Or any other scale ?

NPS 48

NPS How To Net Promoter Score Survey 48

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

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

Pointillist

MAY 19, 2020

Organizations across industries struggle to connect customer behavior and journeys to business-critical KPIs, such as revenue, churn, cost to serve and more. Only 21% of respondents are very or extremely satisfied with their ability to quantify the impact of CX on business metrics.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

Customer Bliss

MARCH 30, 2017

Customer engagement: This was about personalizing the experience and not delivering a one-size-fits-all CX to consumers in a time of increasing personalization. Employee engagement: Essentially, a greater involvement by employees in the processes of defining and reimagining different customer touch points. handle times, etc.)

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

SurveySparrow

JANUARY 28, 2020

Unfortunately, there are a lot of CX consultants out there who will tell you that you can drive change by gathering your teams and having them imagine that they’re customers, then throwing around a few Post-it Notes and brainstorming ways to improve the experience. Not just Marketing, Sales, and Customer Service.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

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! And 41% of CX teams said that the top barrier to quantifying CX ROI is that CX metrics like NPS and CSAT are difficult to translate into revenue and costs.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

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. Measure customer experience. Business results…!

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Qualtrics

JULY 16, 2019

A core group of happy customers who continuously refer you to other customers. A mechanism that constantly generates new customers. At this stage, you also need to focus all your efforts on one single metric that reflects the overall growth of the company. You just have to get a step closer to your customers.

Data 37

Data Marketing Customer Experience Net Promoter Score 37