CX Journey

FEBRUARY 27, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.

Metrics 85

Metrics Trends Financial Survey 85

CX Journey

FEBRUARY 27, 2019

Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.

Metrics 80

Metrics Trends Financial Survey 80

Maru Group

AUGUST 3, 2020

Legacy customer experience and voice of customer tracking systems are showing their age, to the point where large research budgets are yielding fewer insights as the program ages. Overlapping a fair bit with metrics that were already covered in the initial survey design.

Groups 52

Groups Customer Experience Government Study 52

Daniel Group

SEPTEMBER 1, 2019

I’ve heard this question a lot from companies who measure customer loyalty using a 1-10 rating scale. A number of popular customer loyalty measurement systems sort customers into loyalty buckets based on their answers to a 1-10 rating question, and an 8 often falls into a middle-of-the-road “ meh ” bucket. It asks how likely a customer would be to refer a company to someone else, with 10 meaning very likely and 1 meaning very unlikely.

Groups 48

Groups Loyalty Net Promoter Score System 48