Michel Falcon Experience

MARCH 17, 2023

Michel Falcon: Welcome to the People-First Culture Podcast with me, Michel Falcon, where I share lessons I’ve learned, and those of others, on how to build a more purposeful business and career. Thank you for joining me on this episode of the People-First Culture Podcast. Hey, everyone. If you are new to the podcast, welcome.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. What really stood out is which brands were pulling off these feats.

Loyalty 52

Loyalty Innovation Travel Loyalty Programs 52

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 ). Why did you give that score? 2 answers are marked “in doubt” because the participants provided the range of scores or no score at all. And to prevent score chasing.

System 338

System Effort Score NPS Net Promoter Score 338

Customer Guru

JUNE 29, 2018

Introducing our new podcast series – CX Conversations – where we talk to industry insiders and other CX leaders, who share their stories and experiences, with the intent of guiding organizations in building a customer-centric culture and, thus, growing sustainably. That’s incredible, Raj. Thanks for sharing that.

Hospitality 76

Hospitality Healthcare Customer Experience Management 76

C3Centricity

OCTOBER 7, 2020

It requires energy and effort to sit with those seemingly opposite things that all seem true.” Given that consumers need input to reduce the risks they take, especially when purchasing a brand for the first time, it is marketing’s job to provide a maximum amount of information to build trust.

Marketing 194

Marketing NPS Net Promoter Score Effort Score 194

BirdEye

OCTOBER 5, 2023

Brand perception refers to how consumers view, think, and feel about a company and its offerings. Brand perception is subjective and can be influenced by consumer expectations, preconceived notions, and a company's reputation. It shapes consumer behavior and impacts a brand's success. What is the purpose of brand perception?

Examples 63

Examples Measurement Brands How To 63

Playvox

MARCH 19, 2024

AI is also finding its way into contact centers, as technology allows machines or computers to process information in a similar fashion, but much faster than humans. There’s an opportunity to increase efficiency by automating the entire quality management process of a contact center — from assisted scoring to agent coaching.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Aimee Lucas. Hilary George-Parkin.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. Aimee Lucas. Hilary George-Parkin.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Kustomer

JULY 22, 2021

AI’s certainly a hot topic in the CX realm that leaders were initially apprehensive to include, but the more it’s integrated into everyday business, the more leaders and consumers become comfortable utilizing this modern technology. Add AI translation software to the mix and you’re absolutely going to see successful results and better scores.

Customer Satisfaction 98

Customer Satisfaction Strategy Omni-Channel Chatbots 98

Kustomer

JANUARY 13, 2022

Aziz comes to us from MoneyLion to spill the secrets on creating a customer-obsessed company culture during our Kustomer Now event. He also suggests that teaching customers how to self-serve before ever contacting the CX team is another tactic used to boost CSAT scores, as it shortens wait time. Tune in to learn more! Yeah, absolutely.

Self Service 97

Self Service Omni-Channel Customers Social Media 97

NetBase

MAY 1, 2019

Social media analytics does a lot for brands and businesses – guiding efforts and keeping brands out of hot water. For now, how can Starbucks win more consumer love while maintaining the same high volume of conversation? It’s clear where Starbucks need to focus their efforts if they want more positive conversation about their brand.

Social Media 43

Social Media Report Analysis Analytics 43

Ian Williams

MARCH 19, 2020

If that makes any… I member with one particular pace, where the organisation was in a bad place in terms of its satisfaction scores, it was kind of, it was monitored, it was sat in a bad place. Ian: Cultural change in five minutes…. Christopher: Well, I mean, I think… I’ve profited from other’s mistakes. Ian: Absolutely!

Leadership 52

Leadership Customer Journeys Course Exercises 52

Grade.us

JUNE 2, 2020

No credit card required, we’ll earn your trust the old fashioned way, with results. Net Promoter Scores, optional survey questions, first-party reviews, and third party reviews — all from the same customer. Review request mode enables you to capture the Net Promoter Score and third party review from your customer.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Currency Alliance

APRIL 11, 2018

Consumers love confidence. As consumer marketing agency C Space puts it in their 2017 report, “Unlocking Customer Inspired Growth,”. As consumer marketing agency C Space puts it in their 2017 report, “Unlocking Customer Inspired Growth,”. Consumer brands used to mistake this for loyalty. This really turns people off.

Consumers 45

Consumers Brands Loyalty Effort Score 45

Thematic

NOVEMBER 13, 2018

In addition, with a well-implemented VOC program, you can better retain your customers – think higher customer loyalty scores, less churn, and a higher customer lifetime value, thanks to repeat purchases. Improve your Net Promoter Score. Our NPS score this month dropped by 15 points. Who’s nailing VOC?

Voice of Customer 101

Voice of Customer Net Promoter Score Effort Score ROI 101