Strativity

MAY 12, 2016

Customer experience does not need another dashboard and more customer voice. What it needs are leaders with the courage to act on customer feedback to create a real difference in the marketplace. During the past two years, it seems that the customer experience industry has been taken over by technology.

Self Service 40

Self Service Customer Experience CRM Voice of Customer 40

Second to None

FEBRUARY 6, 2019

Research revealed little to no improvement in customer experience over the course of 2018 [1]. Shaw argues that in order to see tangible improvements in customer experience, companies must be willing to disrupt the status quo of their organization. 2] His take? Companies are afraid to make big changes.

Customer Experience 67

Customer Experience Voice of Customer Innovation Course 67

Second to None

FEBRUARY 1, 2019

NPS is a metric that is used to measure customer loyalty and satisfaction. Numerous organizations have adopted it over the course of the past two decades. ” A Promoter is a customer who responds with a nine or a ten. Our solutions are developed on the basis of solid research and statistical science.

Net Promoter Score 82

Net Promoter Score NPS Effort Score Metrics 82

CX Journey

MAY 3, 2016

Customer-Centric Culture A customer-centric culture is one that encourages employees to focus on the customer. It begins with executives who are committed to the cause and talk about the customer and the customer experience before sales and acquisition. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

ChurnZero

FEBRUARY 26, 2021

Or if Customer Success has a customer who wants to become more involved in an aspect of product development, they post a request to have a Product Manager or Engineer listen in on the conversation. With a desire to change course, Sana decided to meet Product where they were. It’s a huge [customer] lifecycle,” says Matt.

Customer Success 59

Customer Success Company Management Roadmap 59

Kustomer

JUNE 4, 2020

So yeah, as Gabe mentioned, I lead the customer experience team at Guru. At Guru, the customer experience makes up our support team as well as our customer success function. So isn’t necessarily a customer voice, it’s more of like sharing customer stories to help influence other outcomes.

Feedback 52

Feedback Customers Meeting Customer Experience 52

Second to None

FEBRUARY 15, 2019

With developing technology and the need to stand out among competitors, it may be tempting to create a unique customer experience. Churn rate refers to the percentage of customers lost over the course of a specified period of time. Yet, the most important aspect of CES is simplicity. Churn Rate. What is it? Retention Rate.

Customer Experience 78

Customer Experience Effort Score NPS Net Promoter Score 78

CX Journey

SEPTEMBER 29, 2015

I was thrilled to be interviewed by Leah Berry and to a be part of her 30 Experts in 30 Days series; she asked me questions about employee experience and customer experience, of course, but from a variety of different angles.

Customer Journeys 80

Customer Journeys Infographics Tips Employee Experience 80

Pointillist

AUGUST 18, 2021

And then in addition to that, I have been talking for the last six months about four voices of customer experience measurement. Now, many people have heard me talk about three of them, voice of the customer, voice of the employee and voice of the process, as I’ve just inferred.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40