Remove Consulting Remove Customer Experience Professionals Remove Net Promoter Score Remove ROI
article thumbnail

Emerging Trends Revealed in Unique CX Research

Beyond Philosophy

One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.

Trends 191
article thumbnail

How to Launch the Best Voice of the Customer (VoC) Program

GetFeedback

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Combined viewpoints: Customers are complex and nuanced, just like each of us is.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

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
article thumbnail

How to Use the CSAT Metric in Your CX Program

GetFeedback

Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate. . Are you satisfied with customer satisfaction? It’s all about what you expect!

Metrics 273
article thumbnail

How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals

Thematic

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
article thumbnail

Is Customer Experience Dying? The Pioneers of CX Discuss

Beyond Philosophy

In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. We explore the many reasons why customers do what they do—and what you should do about it.

article thumbnail

How to get buy-in from decision makers to truly improve CX: A report from surveying 150 CX professionals

Thematic

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