Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Annette Franz.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bob Hayes

MARCH 2, 2015

I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. The CSI is calculated using one-word responses from the following customer survey question: What one word best describes this company? You can measure customers’ attitudes in two ways.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Bob Hayes

MARCH 21, 2016

Businesses assess the attitudes of their customers using customer surveys. The purpose of these surveys, typically conducted annually, is to help companies maintain or improve the quality of the customer relationship. This study will compare customers' attitudes over a 1.5-year for both time periods.

Metrics 40

Metrics Customer Satisfaction Study B2B 40

Qualtrics

JULY 18, 2019

Today’s sophisticated experience management tools, like the Qualtrics Experience Management Platform , give you that capability. You can create and customize closed loop tickets based on any element of a survey response including score, customer tier, presence or absence of a comment, etc.

Feedback 49

Feedback Government Airlines Social Media 49

Verint

OCTOBER 3, 2017

From the back office to the front lines, our teams work diligently to understand our customers, proactively communicate and make it easy to do business with us. Our Customer Support team, for example, has exceeded customer satisfaction goals for four concurrent quarters!

Customer Journeys 34

Customer Journeys Feedback Conference Customer Satisfaction 34

Qualtrics

MARCH 26, 2019

Ingredient: Survey Policy. One key ingredient to establishing CX governance is a survey policy. Use your agency’s other policies as a guideline for drafting your survey policy. Get your survey policy approved through your organization’s executive channels. Survey policy should also touch your experience management tool.

Government 22

Government Data Policies Guidelines 22

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. The outcome has been an improvement in customer satisfaction scores across board and increased customer lifetime value.

Customer Experience 72

Customer Experience How To Effort Score Touchpoint 72

Lumoa

APRIL 24, 2018

If they are not doing a good job they can quickly fix the situation with the customer." Ian Golding Global Customer Experience Specialist and Certified Customer Experience Professional. You want to see a complete view of your customers, what's going on, trends, etc. blog linkedin twitter Why?

System 338

System Effort Score NPS Net Promoter Score 338

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? And then Customer Experience management at its core, is what we’ve spoken about today.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

SurveySensum

JULY 14, 2020

With over 20 years’ of extensive work experience across the Big 4 Assurance & Consulting Companies, plus Two Major Telecom companies in Indonesia, Rudy Dalimunthe is currently working with Indonesia’s #1 E-Commerce company, Tokopedia. Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author .

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132