CX Journey
FEBRUARY 27, 2019
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. Here's what happens and why the work is never done: Expectations change. Customers change.
CX Journey
FEBRUARY 27, 2019
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. Here's what happens and why the work is never done: Expectations change. Customers change.
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Blake Morgan
OCTOBER 31, 2022
Survey response rates are dropping because customers feel brands don’t care about their opinions. Instead of relying on NPS, brands should consider the most valuable metrics. Feedback is crucial, but brands must pay attention to customer data and not waste their time. If it doesn’t, what metric is right for you?
SurveySensum
MARCH 14, 2024
After working in the CX industry for over 10 years, this much is clear to me – customer satisfaction is THE MOST important pillarstone of your business. And the key to improving it is by understanding your customers and listening to their voices via customer satisfaction surveys. ” 2.
CX Journey
OCTOBER 5, 2017
I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. I've written a post on that (complacency about metrics), which I'll share in the future. Customers change.
Daniel Group
SEPTEMBER 1, 2019
For example, the most well-known system is the Net Promoter System (NPS)*. 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. We’ve found this metric to hold true in our own experience conducting voice-of-customer surveys in B2B industrial markets.
Qualtrics
MARCH 19, 2020
Make sure your feedback invitations are designed in such a way that the customers and employees recognize that you care about them, and that you aren't just continuing with business as usual. Take a hiatus on metrics. How do we handle changes to COVID-19 relative to metrics, reporting, and compensation? Not necessarily.
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