Blake Morgan
OCTOBER 31, 2022
But now that surveys are free, it has become too easy for companies to smack customers with surveys. Most surveys are tied to Fred Reichheld’s Net Promoter Score, or NPS, which measures how likely a customer is to recommend the brand to friends and family.
Pointillist
JUNE 7, 2021
Journey Management Maturity Separates CX Leaders from the Pack. “ Companies cannot solve customer needs within the traditional organizational silos. “ Bharat Poddar Managing Director and Senior Partner Boston Consulting Group. Top Performers Benefit from More Effective Journey Data Management.
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SurveySparrow
DECEMBER 22, 2019
. #5 Get more referrals: Is it shocking if we tell you that getting customer feedback brings you more referrals? With each product feedback you conduct, you will be able to get closer to your customers, especially if you manage to close the feedback loop. The customers are categorized according to the rating given.
CSM Practice
AUGUST 26, 2019
A CS representative has to be able to change management on a frequent basis. Change yourself and your customer’s habits to deliver value. If you can’t even change your own behavior, how do you expect to change others? Changing management is hard but critical to the success of a CS team.
Chattermill
MAY 12, 2019
Joseph Michelli dives into the genius of Starbucks’ success, interviewing baristas and corporate executives and sharing insider stories about how the company has managed to create an experience that benefits workers and consumers alike. Reichfield is the creator of oft-used CX metric, the Net Promoter Score (NPS), and The Ultimate Question 2.0,
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