SurveySparrow

JULY 24, 2023

Many studies show that 58% of American consumers would switch companies after a negative customer service experience. A positive customer experience, on the other hand, fosters brand loyalty and increases the likelihood of repeat business. Provides qualitative insights into customer experiences.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Even organizations with running CX programs are often wondering how those efforts are paying off. So… Is customer experience worth it? That happens no matter what. Absurd, right?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Michelli Experience

APRIL 14, 2017

Analysts report on various aspects of emotions that matter to Customer Experience (CX). Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. Time and Effort can leave customers feeling pleased.

Analysis 223

Analysis Feedback Effort Score NPS 223

Beyond Philosophy

SEPTEMBER 19, 2019

In January, I was surprised and disappointed that research from Nunwood and Forrester, two significant firms in the Customer Experience movement, showed that Customer Experience was flatlining. Causon also spoke to us about their recent research published in their UK Customer Satisfaction Index Report.

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

Michelli Experience

APRIL 14, 2017

Analysts report on various aspects of emotions that matter to Customer Experience (CX). Anjali Lai writes in her Forrester report that several high-intensity emotions are tightly linked to consumer spend, brand preference, and brand love. Time and Effort can leave customers feeling pleased.

Analysis 100

Analysis Feedback Effort Score NPS 100

delighted

JULY 19, 2019

Further reading and resources: What is Digital Customer Experience? E-Book: Rising to the top with digital customer experience. Customer Experience Management (CEM or CXM). A company’s ability to continually deliver improved customer experiences has a dramatic effect on the entire sales cycle.

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56