Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Qualtrics

NOVEMBER 8, 2019

At the other end of the spectrum, six industries – Car Rental, Health Insurance , Software Firms, TV & Appliances, TV/Internet Service Providers, and Wireless – had no companies earn “good” or “excellent” ratings. The Ratings represent one of many options you can use to measure your organization’s CX.

Effort Score 4

Effort Score Wireless Insurance Industry 4

Bob Hayes

OCTOBER 5, 2015

I recently developed a methodology that combines both a structured and unstructured measurement approach.The methodology is based on a single open-ended survey question in which respondents are asked to provide one word that best describes the brand of interest. Words used to describe wireless service providers. Understanding Context.

Wireless 40

Wireless Survey Comparison Measurement 40

Bob Hayes

NOVEMBER 2, 2015

Last month, I illustrated a new method of measuring customers' attitudes about a company's product or brand. This method is unique because it combines both a structured and unstructured measurement approach. The customer survey contained several questions that included the new method (i.e.,

Wireless 40

Wireless Loyalty Measurement Customer relationships 40

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michel Falcon Experience

APRIL 3, 2019

In all my years of focusing on customer experience management, there is one practice that stands out amongst them all…customer journey mapping! How customer journey mapping will improve your operational strategy. ? We welcomed managers, dentists, hygienists, office team members, and many more.

Customer Journeys 94

Customer Journeys Case Study Study Customer Experience 94

Bob Hayes

MARCH 2, 2015

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. In a Word: The Customer Sentiment Index from Business Over Broadway.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Bob Hayes

JANUARY 26, 2015

This is Part 3 of a series on the Development of the Customer Sentiment Index (see introduction , Part 1 and Part 2 ). The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. NPS), overall satisfaction and CX ratings of important customer touch points (e.g.,

B2C 40

B2C B2B Wireless Metrics 40

Michel Falcon Experience

APRIL 11, 2019

Eventually the first big boy/big girl client that I got was Verizon Wireless. Let’s just visualize you can measure how much you’re spending in training and development, and if we’re able to review some employee turnover, that is all cost savings that goes straight to your bottom line.

Culture 60

Culture Leadership Hospitality Meeting 60

BirdEye

AUGUST 18, 2023

As business texting revolutionizes communication strategies, 10 DLC is a significant development that further enhances customer engagement and messaging efficiency. In the rapidly evolving landscape of mobile communication, wireless phone carriers are working hard to combat spam for businesses and consumers alike. So what is A2P 10DLC?

Wireless 98

Wireless How To Effort Score Guidelines 98

Michel Falcon Experience

FEBRUARY 11, 2019

So I interviewed for both and I got offers for both and I decided that it was going to be 1-800-GOT-JUNK largely because they were doing this already culture engagement experience. Even before anybody even said the words, customer experience management, they were leveraging that to grow their company. Happy to do so.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60