InMoment XI
MARCH 14, 2023
That is probably the most significant lesson in our voice of customer journey: relationships can drive so many other factors in your business, and if you miss the boat, you are going to miss your customer. Peggy: That has been one of the most significant values of our voice of customer program. That’s a Wrap!
Customer Bliss
JUNE 6, 2018
This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.
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Customer Bliss
NOVEMBER 23, 2018
Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. Assess the Employee Experience Upon Starting Your New Role. There’s always so much to learn!
Second to None
APRIL 11, 2018
With all this in mind, let’s take a look at the important customer experience trends you should be watching over the rest of 2018 and beyond. Ties Between Employee and Customer Experience. ” Johnson finds a strong positive relationship between employee satisfaction and customer satisfaction. .
Customer Bliss
JUNE 22, 2018
So, here’s what’s going on; in all of these business disciplines, customer experience included, as we get more and more deeply into it, it becomes more about the mechanics. Voice of customer, survey, journey mapping, etc. And the whole idea of this book, is that this is the story of our lives as customers.
Second to None
MARCH 8, 2019
Employee burnout occurs when an individual lacks the proper energy or interest to perform the required tasks of their position. According to a 2018 Gallup study, 23 percent of employees experience feeling burned out at work very often while 44 percent feel burned out sometimes.
Qualtrics
OCTOBER 23, 2019
Experience management from Qualtrics isn’t just a good strategic decision. In a Qualtrics-commissioned Total Economic Impact study (TEI), Forrester Consulting estimates the 3-year benefit of Qualtrics experience management software at $38.4 – Excerpt from Qualtrics customer survey interview. Download Now. [1-3]
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