Wootric

DECEMBER 21, 2018

These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

ijgolding

JULY 15, 2016

It is indisputable that listening to the perceptions of your customer is vital for any aspiring customer centric company – yet are companies really set up to actually listen? Last week I had the pleasure of talking to an incredibly passionate Customer Experience Professional called Julia Forsyth.

Connections 120

Connections Feedback Airlines Survey 120

ijgolding

MAY 23, 2016

When it comes to Customer Experience Measurement, the number – an NPS score for example (which some may see as either the carrot or the stick) – is not the sole reason for measuring. All over the world, business leaders seem unsure as to whether or not they should be using measurement as the carrot or the stick!

Measurement 148

Measurement Customer Experience Customer Journeys Customers 148

ClearAction

OCTOBER 1, 2018

Reap: quick-wins >> NPS & revenue (now). earn trust >> NPS & revenue (lifetime value). CXM status quo is on a long slog to CX-centricity because it begins with a program such as customer service, customer voice, CRM, customer loyalty program, or digital marketing. Focus: administer CX programs.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. Dan Gingiss: And now you’ve got the combination of the symptoms, NPS score is down.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Russel Lolacher

OCTOBER 10, 2022

Let’s call this customer experience Professionals Association. And she’s been a been a bunch of top this and top that list for customer experience leadership. would also say that the evolution of measuring customer experience has been evolving. Wow, another acronym. Hello to you, Stacy.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Lumoa

OCTOBER 31, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. Recognise your business is about the customer and not you. Blockchain, GDPR) and coordination.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160