Beyond Philosophy

NOVEMBER 27, 2020

These paybacks can range from increased customer spend, market share, or Net Promoter Score (NPS)*. Value is the result of Value Drivers, which are the parts of the experience that would inspire this type of Customer Behavior. You need to understand what is driving value for your firm from your Customer Experiences.

Net Promoter Score 150

Net Promoter Score NPS Insurance Effort Score 150

Responsetek

MAY 8, 2018

A brand’s reputation, as Bezos highlights, isn’t simply a clever marketing ploy, it is a true representation of a company’s efforts to impress their customers and deliver on their brand promise. Should we focus on retail experience, online experience, or call centre experience? Industry Story – Strategy.

CEM 40

CEM Strategy Insurance Abandon Rate 40

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Customer Churn Rate – CCR 6 Ways To Improve Your Omnichannel Customer’s Experience 1. NPS uses a single-question survey with a scale of 1-10. Engage buyers at every step 2.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

Pointillist

JUNE 15, 2018

Sure, that’s easy in subscription-based industries such as SaaS or telecom or insurance. We have spent a lot of effort trying to understand why subscribers are leaving and when exactly they make the decision about leaving us—in many cases it’s months before their last activity on the network. Overall, a well-oiled digital machine.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110