Pretium Solutions

NOVEMBER 22, 2011

We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car or the driver that makes the difference between finishing first and anywhere else in the field. But what about the customer touchpoint?

Net Promoter Score 40

Net Promoter Score Loyalty Brands Effort Score 40

Daniel Group

FEBRUARY 16, 2020

Our clients often ask about how to most effectively use the outcome score (e.g., to improve the customer experience. Over the years, a number have opted to include an objective for Net Promoter Score® performance, as an example. Of course, you still need to keep score. Again, scores do matter.

Customer Experience 100

Customer Experience Net Promoter Score NPS B2B 100

Experience Investigators by 360Connext

JUNE 28, 2022

The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. What was the top priority for our customer experience goals?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. What is a Customer Experience Charter? The charter, however, is not a magical document.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. It is great to reward your employees for driving growth, however, putting too much focus on revenue generation could drive your CS team to be focused more on sales than success, which can be off-putting to your customers. Net Promoter Score (NPS).

Net Promoter Score 84

Net Promoter Score NPS Sports Customer Success 84

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Boosting customer satisfaction with Alliant Energy.

ROI 100

ROI Measurement Brands Net Promoter Score 100

AskNicely

JULY 19, 2017

Once you get past Facebook and Twitter and sports results and your company’s website, what’s underneath? We need feedback and customer data, and, while we’re not sure about the ethical and legal issues surrounding printing feedback forms on cats*, we don’t feel comfortable with it, anyway. Cat videos.

Survey 150

Survey Net Promoter Score Feedback Video 150

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Because of this, customer success compensation structures have evolved over the past several years to be more heavily focused on bonuses and other incentives like stock or equity options. Let’s take a look at four important factors. .

Net Promoter Score 74

Net Promoter Score NPS Sports Customer Success 74

ViiBE Blog

JUNE 22, 2020

As a member of Zendesk’s incubator at Station F in Paris, as well as being available on the Zendesk marketplace , ViiBE is pleased that this partnership has proven beneficial to clients such as the international sporting goods retailer, Decathlon. ViiBE helps companies optimise their customer experience and reduce on-site travels.

Net Promoter Score 59

Net Promoter Score Customer Experience Call Center NPS 59

AWS Machine Learning

MARCH 1, 2024

The rise of artificial intelligence (AI) has created opportunities to improve the customer experience in the contact center space. Machine learning (ML) technologies continually improve and power the contact center customer experience by providing solutions for capabilities like self-service bots, live call analytics, and post-call analytics.

Chatbots 101

Chatbots Self Service Omni-Channel Contact Center 101

Kustomer

APRIL 25, 2022

The modern customer is one that is informed. More so than ever before, consumers are invested in making conscious purchase decisions, thoroughly researching the product, and receiving above and beyond customer service. Customer service generally refers to the direct interaction between the customer and the company.

Strategy 98

Strategy Company e-support How To 98

Eptica

APRIL 11, 2018

Date: Wednesday, April 11, 2018 Why brands need to capture deeper customer insight from unstructured data. Author: Taoufik Massoussi Understanding customer needs and emotions is central to delivering the experience that today’s consumers demand. Published on: April 11, 2018. Why am I suffering increased churn?

Net Promoter Score 50

Net Promoter Score Customer Insights Brands Data 50

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence? 2) Start picturing customer experience holistically.

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. Now, what is it that your customers care about the most? I don’t need to talk about the local sports team, if they’re doing well. I truly appreciate it.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

ShepHyken

JULY 31, 2020

She explains the difference between customer service and customer experience and shares how implementing both into your business creates success. Customer experience and customer service are often used interchangeably and are the buzzwords for businesses in the age of instant gratuity. Customer service takes precedence.

Customer Experience 107

Customer Experience Customer Service Net Promoter Score Self Service 107

CustomerSuccessBox

JUNE 13, 2022

Customer intelligence (CI) is becoming a prominent competitive advantage in this age of increased competition with other organizations. We already knew that customer-centricity is critical for any SaaS company’s success. However, there are other aspects to being a customer-centric company. What is Customer Intelligence?

Customer Success 52

Customer Success Net Promoter Score Customer Centricity ROI 52

SurveySparrow

JULY 19, 2022

A Voice Of the Customer program helps you consistently deliver a better customer experience. As we enter a new era of customer experience, listening to the voice of customers is essential to competing on customer experience. Why your company needs a voice of the customer (VOC) program. Grow top-line revenue.

Net Promoter Score 52

Net Promoter Score How To Voice of Customer Survey 52

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. She comes with 20 years of work experience, of which 15years have been in Customer Experience. From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. About BookMyShow.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. But what does buy-in look like?

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Michel Falcon Experience

APRIL 23, 2019

If you know of a great customer experience story please share in the comments section of this post. I’m going to share something with you that has helped me be the best customer-centric leader that I can be for my company, team and customers. After all, it stems from the top! What’s my secret? CBC Federal Credit Union.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

ClearAction

OCTOBER 12, 2022

Employee experience, partner experience, and customer experience contribute to EPS. Lifetime Value of customers, partners, and employees is the key to ROA. Employees and partners create and deliver value to customers who pay for salaries, budgets, and dividends (EPS). As assets contribute efficiently to revenue, EPS grows.

Metrics 62

Metrics Management Effort Score ROI 62

Bizagi

JANUARY 23, 2020

1 – Create a customer-centric business model by uniting your business. Developing a customer-centric business model is hard when faced with a myriad of legacy tech systems and disjointed customer data. Start small, think big, scale fast was the approach taken by multinational sports apparel manufacturer adidas.

Net Promoter Score 72

Net Promoter Score Banking Apparel Customer Centricity 72

C Space

FEBRUARY 12, 2020

When a customer is identity loyal, any competitor has to ask your customer to change who they are. When a customer is identity loyal, any competitor has to ask your customer to change who they are. And so, let’s celebrate life and who you are through sport. Americus Reed II. This is a significant shift.

Brands 52

Brands Marketing Sports Exercises 52

ViiBE Blog

JANUARY 25, 2021

ViiBE’s Zendesk video call plugin has a proven track record of drastically boosting customer satisfaction and operational KPIs. Zendesk is designed to foster great customer relations, and to do so provides software addressing customer support, sales, and customer engagement. Introduction to Zendesk.

CRM 52

CRM Video Case Study Net Promoter Score 52

SmartKarrot

OCTOBER 1, 2021

Role: VP, Customer Success Location: Atlanta, GA, US Organization: CMSPI As a VP of Customer Success, you will oversee the management, growth, and increased engagement of existing merchant accounts. Ongoing management and development of overall Customer Success team/function. Net Promoter Scores).

Customer Success 19

Customer Success Net Promoter Score Sports NPS 19

C Space

OCTOBER 1, 2018

Christina turns stats to story and is the lead researcher of our 2018 Customer, Experienced. If her degree in psychology wasn’t enough of an accolade, devising our Customer, Experienced study, along with her Fernanda Monti Award and numerous publications in peer-reviewed journals just might be. Christina Stahlkopf , Ph.D.

NPS 56

NPS Sports Net Promoter Score Retail 56

C Space

FEBRUARY 12, 2020

The next stage is designing the subscription — and the entire business — around the customer. I think once customers really experience a subscription-based business model, there’s no going back. It starts with the customer. In the new world, you have to ask: ‘What does the customer really want?’ Take Fender.

Customer Centricity 52

Customer Centricity Net Promoter Score Entertainment Banking 52

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Chief among them are our customers – the Fijian people and Government. Keep “Working as One to Take the Next Step UP!”

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

Up Your Service

APRIL 9, 2018

Congratulations to Fiji Airways for posting a record profit, growing your international network, and achieving the highest customer satisfaction improvement scores. Chief among them are our customers – the Fijian people and Government. Keep “Working as One to Take the Next Step UP!”

Customer Satisfaction 40

Customer Satisfaction Tourism Airlines Net Promoter Score 40

C Space

SEPTEMBER 27, 2019

Kawasaki is the pioneer of evangelism marketing, of bringing brand and customer benefit together. In an episode of the Outside In podcast , the Chief Evangelist shares funny, heartwarming and insightful stories from a life spent spreading good news to customers. Because customers are going to say, “Bigger, faster, cheaper, Apple 2.”

Net Promoter Score 40

Net Promoter Score Social Media Connections Sports 40

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. You can also achieve similar figures by building an omnichannel customer experience tailor-made for your business. In This Article: What is omnichannel marketing customer experience?

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Pretium Solutions

MARCH 11, 2012

For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever will be in full swing. It is the same way for companies looking to provide excellent customer service , create excellent customer experiences and boost their Net Promoter Scores.

Net Promoter Score 45

Net Promoter Score Effort Score Sports Touchpoint 45

Pretium Solutions

MARCH 11, 2012

For the next three weeks, sports fans throughout the United States will be tuned into the NCAA Men’s Basketball Championship Tournament and basketball fever will be in full swing. It is the same way for companies looking to provide excellent customer service , create excellent customer experiences and boost their Net Promoter Scores.

Net Promoter Score 40

Net Promoter Score Effort Score Sports Touchpoint 40