Experience Investigators by 360Connext

SEPTEMBER 27, 2017

Leaders have spent years banging the drum for one metric or another as the perfect way to track customer experience. Net Promoter Score (NPS) or Customer Effort Score (CES) or even the simple customer satisfaction rating each tell part of the story of your customers’ relationship with your brand.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

JANUARY 28, 2020

Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year. Image credit: Forrester. Next, understand the baseline.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Effort Score Innovation Culture 165

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Combined viewpoints: Customers are complex and nuanced, just like each of us is.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. 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

Alida

MARCH 10, 2017

Ongoing customer engagement needs to be a component of your CX program. The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Beyond Philosophy

MARCH 19, 2020

We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth. Moreover, we need to train Customer Experience professionals to measure how their efforts lead to it.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

Horizon CX

OCTOBER 2, 2023

Speaking of KPIs, let’s turn to the third experience gap dimension – Data. I am also a long-time executive and a certified Customer Experience professional. Because this blog is about CX, let’s address NPS (Net Promoter Score) and LTR (Likelihood to Recommend) at the frontline, as it relates to data.

Net Promoter Score 130

Net Promoter Score Survey System Retail 130

SurveySensum

SEPTEMBER 30, 2019

Happy Customer Experience Day! 1 st October is a CX Day, founded by Customer Experience Professionals Organization (CXPA). It’s the best time to check how your organization is taking initiatives to celebrate the spirit of the customer experience program. CX is a new brand.

Net Promoter Score 69

Net Promoter Score Tips Customer Experience Customer Journeys 69

Confirmit

MARCH 19, 2019

Expecting everyone in the business to care as much about Net Promoter Score as you do? Confirmit surveyed 700 customer experience professionals and we’ve crunched the numbers to reveal the five habits that underpin the most successful programs. What are your worst habits? Biting your fingernails?

Net Promoter Score 40

Net Promoter Score Customer Experience Professionals Customer Centricity Consulting 40

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Eptica

NOVEMBER 6, 2019

But as leaders brag about how their Net Promoter Score (NPS) moved up.05%, Customers share more about their experience than just a ranking. She also co-hosts a top-rated podcast on customer experience and customer service, Crack The Customer Code. Share this page on: Tweet.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald and Alyona Medelyan, CEO of Thematic, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score.

Video 48

Video Net Promoter Score Customer Experience How To 48

Thematic

SEPTEMBER 10, 2018

If you missed our recent webinar with customer experience expert Maurice Fitzgerald, check out the highlights here. Maurice is former VP of Customer Experience at HP, author of 4 books on customer experience strategy and the Net Promoter Score. Some useful real-life examples.

Video 48

Video Net Promoter Score Customer Experience How To 48

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

GetFeedback

AUGUST 14, 2019

Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate. . Learn how GetFeedback can help you exceed customers’ expectations— start your free trial today.

Customer Journeys 273

Customer Journeys Metrics How To Customer Satisfaction 273

Customer Bliss

JUNE 20, 2017

Jackie outlines her road map and actions for re-imagining and reinventing the x-ray or imaging experience that has driven profits, customer admiration and employee joy in their work. Jackie is a senior global marketer and customer experience professional with 15+ years experience in the luxury travel and hospitality industry.

Innovation 200

Innovation Healthcare Customer Experience Net Promoter Score 200

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

SurveySparrow

JUNE 21, 2023

Thus, these metrics serve as indicators of the effectiveness of the customer experience strategies implemented, providing valuable data that can guide businesses in making informed decisions. Also, they have garnered substantial experience in customer service or customer experience roles.

Consulting 52

Consulting Metrics Customer Journeys Customer Experience 52

Bob Hayes

DECEMBER 29, 2014

Posts also included results of a few research studies that identified key drivers of business growth, biases in customer metrics and redundancy of Net Promoter Scores. In this post, I explore the importance of empathy in delivering a great customer experience. The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Customer Bliss

JULY 4, 2017

He leads the Client Experience Leadership Council, a cross functional team of senior leaders who design, build, and implement strategies to deliver remarkable client experiences for clients consistently. As the key strategic initiative, the client experience drives sustainable growth across all of Sandy Spring’s business units.

Banking 143

Banking Leadership Net Promoter Score Customer Journeys 143

ClearAction

JANUARY 6, 2021

But the nature of customer experience is long-horizon, not instantaneous. Relationship strength is your aim for recurring ROI on your customer experience efforts. Is the passion and longevity of Detractors’ negative word-of-mouth a one-for-one trade for that of Promoters’ positive word-of-mouth?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Beyond Philosophy

OCTOBER 28, 2021

For example, many firms use Customer Satisfaction or Net Promoter Scores (NPS)® to demonstrate the success of their Customer Experience programs. Persuading people to believe in experience management as a driver for business success is essential for Customer Experience professionals.

Customer Experience 97

Customer Experience Net Promoter Score Insurance Effort Score 97

InteractionMetrics

JUNE 19, 2023

I wanted to cover all aspects of the person’s experience with the system including industrial design graphics, the interface, the physical interaction and the manual.” [iii] iii] In the “Age of the Customer,” every interaction between customers and a company is critical.

Loyalty 52

Loyalty Net Promoter Score Touchpoint User Experience 52

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Wootric CX Blog

DECEMBER 8, 2019

As staff arrived for work, the CX team whisked them from their car to the building—providing both a tangible experience of effortlessness and a couple of minutes to chat about the BlueKC’s focus on member ease. A successful Voice of Customer strategy asks customers the right question at the right time.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 100

Report Survey ROI Net Promoter Score 100

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s Blog Carnival “Celebrating Customer Experience.” ” It is part of a broader celebration of Customer Experience Day. Check out posts from other bloggers at [link]. – See more, here.

Customer Experience 60

Customer Experience Net Promoter Score Customer Centricity Customer Journeys 60

Beyond Philosophy

OCTOBER 5, 2015

There is a lack of understanding (or concern) about the implications of a poor Customer Experience. When you report the Net Promoter Scores dropped for the third consecutive quarter, you hear nothing about it. ” It is part of a broader celebration of Customer Experience Day.

Leadership 60

Leadership Net Promoter Score Meeting Consulting 60

ChurnZero

MARCH 29, 2019

The ratings generally used for this range from very easy to very difficult when assessing tasks like getting to customer service or finding the correct portal. Net Promoter Score ® (NPS) By measuring overall satisfaction , this kind of rating system is straightforward. Customer Success Around the Web.

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Thematic

NOVEMBER 28, 2019

Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.

Report 62

Report Survey ROI Net Promoter Score 62

PeopleMetrics

JUNE 16, 2015

DISCLAIMER: The CX Feud is a game in which 150 customer experience professionals took our assessment about the presence, or absence, of customer centricity practices in their organizations. What proportion of promoters increased their spend? On your marks…. Let's start …. The CX Feud! The Survey Says.

Customer Centricity 48

Customer Centricity Leadership Data Net Promoter Score 48

PeopleMetrics

MAY 30, 2015

Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. If we can show more value, treat them kindly, and make their lives easier, then we’re giving them reasons to come back.

Customer Experience 48

Customer Experience Customer Journeys Net Promoter Score Effort Score 48

PeopleMetrics

MAY 7, 2015

You can build “above and beyond” behaviors into your sales experience. And you can close deals that turn prospects into customers with higher net promoter scores. Imagine if you focused on other transitions in your customer experience strategy as well. Customer Experience Lifecycles.

Customer Experience 48

Customer Experience Net Promoter Score How To B2B 48