GetFeedback
AUGUST 14, 2019
Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). Design a customer-centric culture.
CX Journey
JUNE 17, 2019
In this follow-up to my article last month titled “Has Your Customer Experience Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.
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CX Journey
JULY 5, 2016
Image courtesy of dizzycage Still trying to show executives how your proposed customer experience improvement initiatives impact the bottom line? As you know by now, I'm no stranger to advocating for - and writing about - ROI and building the business case for you employee and customer experience improvements.
CX Journey
JUNE 17, 2019
In this follow-up to my recent article titled “ Has Your Customer Experience Transformation Stalled? ” I continue to outline why customer experience transformation efforts stall or slow. There’s a New Hire Fail Employees are critical to customer experience transformation success.
CX Journey
JULY 27, 2017
"We've always done it this way" is a culture killer, an innovation killer, and employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. Customer needs change. For our customers? So, question everything.
CX Journey
AUGUST 19, 2014
I think that statement is a culture killer, an innovation killer, an employee experience killer, and a customer experience killer. Companies change. Employees change. Customers change. And not being afraid of the answers - or the consequences and changes as a result.
Integrity Solutions
APRIL 13, 2022
From customer service to marketing to product development, the job of selling is no longer confined to those people working within the sales organization. And that’s a shame, because true sales professionals create immense value for their customers. What is it that customers truly want? Changing Mindsets About Sales.
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