Qualtrics

JANUARY 22, 2021

After starting his career as an engineer designing submarine missile systems for several years, it dawned on Bruce that he loves to understand “why” things happen as opposed to “how” they happen. Focusing in on the why, rather than the how. In graduate school, however, he realized he had a passion for learning that continues today.

Customer Connectedness 26

Customer Connectedness Customer Journeys Employee Engagement Leadership 26

Experience Matters

OCTOBER 27, 2015

Respondents think that the most important source of insights in the future will be customer interaction history, and they think that going forward, multiple-choice questions will be the least important.

Report 120

Report Effort Score Groups Analytics 120

Experience Matters

DECEMBER 22, 2015

Companies are most effective at measuring customer service and phone interactions and least effective at measuring the experiences of prospects and customers who have defected. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

OCTOBER 13, 2015

P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. If you want to know what data is included in this report and dataset, download this sample Excel dataset file.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

SEPTEMBER 16, 2015

P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Note: See our 2014 NPS benchmark , 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

JULY 11, 2018

In addition to helping build successful NPS systems, we often provide a basic overview for executive teams and broader audiences of employees. Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. That’s why created this video.

Net Promoter Score 36

Net Promoter Score Video NPS Metrics 36

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Do you love CEM as much as we do?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Do you love CEM as much as we do?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

CSM Magazine

JUNE 3, 2021

Here are the most common concerns our customers share: “We just don’t have the time, money or resources to join up our systems and become more connected” – at first glance, becoming a Connected Enterprise is just another task to add to a growing ‘to do’ list and an unnecessary extra cost. About the Author.

Connections 52

Connections Customer Connectedness Gamification Call Recording 52