Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Short termism is mostly the result of a product-centric and “numbers focused” culture, which inevitably results in a “race to the bottom”.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Blake Morgan

MARCH 13, 2023

As the new CEO of sports tape company KT Tape, Jessica is endeavoring on a major customer-first rebranding to make the brand more accessible. Jessica is bringing KT Tape to everyday athletes by listening to feedback and building customer relationships. By redefining luxury, she aims to appeal to a new generation of travelers.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

ShepHyken

JULY 31, 2020

But a strong customer service culture cannot be copied.”. As the standard of retail customer care has become more homogeneous, the C-SAT score isn’t as relevant with the Net Promoter Score (NPS) assuming the all-important role today. A person’s willingness to promote a product or a service forms the basis of NPS.

Customer Experience 108

Customer Experience Customer Service Net Promoter Score Self Service 108

Customer Guru

MARCH 7, 2018

From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. NPS (Net Promoter Score) is undoubtedly a powerful tool in gauging customer loyalty and, by extension, the health of an organization. At BookMyShow, I have been personally involved in making NPS a key measurement of our overall success.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Experience Investigators by 360Connext

JUNE 28, 2022

Did a higher Net Promoter Score (NPS) lead to an increase in retention ? If it was based on ongoing customer feedback, did customers have a say in what improvements were made? Customer experience is a team sport. What was the best business outcome we achieved due to our work in customer experience ?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Totango

AUGUST 21, 2020

Account management tends to involve reacting to upcoming contract end dates, customer feedback, and account health, and focusing on encouraging renewal and expansion. They now keep hundreds of thousands of customers engaged with relevant communications and easy-to-use self-service options and have an NPS of more than 70.

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

Lumoa

OCTOBER 31, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies , we’re changing the way businesses see their customers. Some hints: big data, omnichannel, personalisation, AI and organizational culture. Don’t underestimate culture.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

ClearAction

JULY 29, 2018

“Culture is a reflection of decision-making in a business. Customer-centricity is fundamentally the culture of an organization — it’s not about Customer Service and the front line, but rather, a way of doing business as what’s best for the customer. . Customers are never satisfied.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

Kustomer

JANUARY 21, 2021

Creating a high-level customer experience and aligning with a customer-centric company culture will surely bring a more sustainable and successful business. Youth sports, trying to be a good youth sport dad. I love sports. But so, yeah, so there’s some connections basketball wise. Gabe Larsen: (04:06).

B2B 95

B2B Company B2C Customer Centricity 95

CustomerSuccessBox

JUNE 8, 2022

So it, depending on how you would measure that if it’s NPS or, CSAT or depending on your product, but for me that these are the main KPIs you should be, uh, considering. And as a team, it’s, it’s a little bit like in sport, let’s say a football team. Can you explain this a little deeper? Would it work for you?

Management 52

Management How To Financial Course 52

Support EXP

MARCH 1, 2022

Earlier this year, the Wall Street Journal gave greater visibility to the debate with an article questioning the usefulness of NPS despite its “cultlike following.” Earlier this year, the Wall Street Journal gave greater visibility to the debate with an article questioning the usefulness of NPS despite its “cultlike following.”

NPS 52

NPS Metrics Net Promoter Score Comparison 52

Gainsight

JULY 7, 2021

Restaurants, offices, sporting events, and other venues for public gatherings were slowly starting to reopen. Inspiration strikes from anywhere, so don’t be afraid to embrace a concept from pop culture or the zeitgeist of a more obscure time period. Kids were returning to school. Quarantines and mask mandates were being lifted.

Social Media 45

Social Media Conference NPS Customer Success 45

Horizon CX

OCTOBER 3, 2020

Customer experience is as much a cultural aspect within any organization than it is any specific set of practices and it all begins there. Organizations must be ready for this as it often requires a cultural shift or at least a shift in mindset from being product-centered to becoming more customer-centered. Building a CX Strategy.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. So, what does it mean? Why not make this your target for THIS year?

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

BirdEye

OCTOBER 5, 2023

Brand perception surveys These are used to gather direct feedback from your target audience. Brand associations: Form partnerships with brands that align with your values, like Red Bull’s collaborations with extreme sports events. It shows you respect their opinion and think highly of their feedback. Address any concerns.

Examples 62

Examples Measurement Brands How To 62

ClearAction

OCTOBER 1, 2018

Flowing CXM starts with VoC as the shaper of corporate strategy and culture. Deploying the whole CXM system at a basic level within a year is similar to what you’d do in establishing a new sports team. Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Customer Alignment

SEPTEMBER 27, 2017

According to KPMG Nunwood, they have a nps score of 73 which is 30 points ahead of any other UK bank and they are number 1 in the UK CX Excellence rankings (top of all sectors, not just banking which is not typically known for customer joy or happiness). Satmetrix puts the UK banking sector average nps at under 25.

Customer Experience 40

Customer Experience Banking NPS Innovation 40

Help Scout

AUGUST 13, 2018

Find the setup that is most suitable for the stage you are at as a team and your company culture. Peer-to-peer reviews work very well in medium-sized teams with very open company culture where everything is shared with everyone and there is little hierarchy. Remember — there is no universal right answer. Ticket review by team lead.

Interaction 40

Interaction Effort Score Culture Feedback 40

Gainsight

MAY 21, 2021

His pitch was simple: “This technology is incredible and the culture is off the charts, but at the pace we’re adding customers, onboarding has gotten a bit too messy and complex. We Gathered Feedback and Drive Advocacy. Our team has been known to sport our own custom “Gainsight Loves [Customer]” t-shirts. Coincidence?

NPS 52

NPS Consulting Leadership Customer Success 52

Qualtrics

APRIL 14, 2021

Our ability to focus on and resolve the right issues quickly has helped us increase our NPS and improve ease of doing business with us – and as a result, drive more business value.” The company’s 100 brands support structures ranging from schools to sports arenas. 6 world-class B2B CX case study examples.

B2B 26

B2B Examples B2C Net Promoter Score 26