Customer Guru

MARCH 7, 2018

Jennifer Parnell currently serves as the Deputy General Manager – Customer Engagement at BookMyShow. From movies to events, plays and concerts to sports, BookMyShow brings all of this to its audience. The customer is at the core of everything we do at BookMyShow and all our efforts are centered around them.

Customer Engagement 62

Customer Engagement Net Promoter Score Entertainment Engagement 62

CX Journey

DECEMBER 11, 2014

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. So before the scores are calculated and potentially used for improvement, look a little closer (or use a tool to expose them – more on that later).

Metrics 155

Metrics B2B Effort Score Voice of Customer 155

Eptica

NOVEMBER 6, 2019

But as leaders brag about how their Net Promoter Score (NPS) moved up.05%, Buy-in from leaders is such a critical factor that the first component to any customer experience strategy is “top-management buy-in,” according to research by McKinsey released in 2019. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Innovative CX

APRIL 16, 2020

We shook hands, attended sporting events and anticipated the warmer days of Springtime. We’re managing conference calls, taking care of children and ensuring our own health and safety. No, I’m not talking about NPS. Hand sanitizer, toilet paper and other common necessities were in abundance on grocery store shelves.

Effort Score 59

Effort Score Metrics Sports Guidelines 59

Lumoa

OCTOBER 31, 2018

Now, luckily for everyone and especially for the customers, more and more brands put more and more effort into developing its customer experience. The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e. How to overcome those challenges?

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Consider a customer looking to buy sports shoes from a popular brand. You can also leverage customer feedback using an Omnichannel Survey App to manage the overall experience of your customers.

Omni-Channel 208

Omni-Channel Customer Experience Net Promoter Score Effort Score 208

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

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

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

ProProfs Chat

NOVEMBER 19, 2021

Net Promoter Score Poll Questions. A Net Promoter Score uses a scale of 0 to 10 to measure the likelihood of customers to recommend a brand’s products or services to their friends and family. Depending upon the context, you can include the name of a brand, product, or service in the classic NPS question to collect relevant responses.

Engagement 98

Engagement Sports Net Promoter Score Effort Score 98

Totango

AUGUST 11, 2022

First, we’ll look at how digital client relationships differ from live interactions and what this implies for SaaS customer relationship management. The latter may include managers, procurement officers, CEOs, investors, and others. In this article, we’ll show you how to build client relationships digitally with your SaaS customers.

Tips 109

Tips How To Customer Journeys Net Promoter Score 109

Horizon CX

OCTOBER 3, 2020

That certainly, and especially, includes being skilled and competent at the management of Customer Experience (CX). In applying the power of rudiments to Customer Experience and the management of CX, what are those essential building blocks that must be considered in order to achieve overall mastery and success?

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Analysis 130

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Let’s look at a sports analogy for enlightenment. Another hindrance to manager participation is VoC reporting.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

BirdEye

OCTOBER 5, 2023

Today’s marketplace is competitive and transparent, so managing brand perception isn't just important - it's imperative. FAQs on brand perception Improve your brand perception with Birdeye’s reputation management What is brand perception? Brand reputation management must be your priority to make your brand unique.

Examples 62

Examples Measurement Brands How To 62

NICE inContact

FEBRUARY 6, 2019

It is never a silo-ed operation, it is a team sport. A successful CX organization tries to build a centralized view of CX; aligning different groups – Marketing, Sales, Service and beyond. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood.

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

Retently

AUGUST 9, 2018

The vehicle was quite different from the existing high-performance sports cars the brand was known for. Another way a Voice of the Customer program can help your customer acquisition efforts is by encouraging your satisfied clients to promote your brand to others – basically, we’re talking about word of mouth advertising.

Feedback 111

Feedback CEM Net Promoter Score Social Media 111

ClearAction

OCTOBER 1, 2018

That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Michel Falcon Experience

OCTOBER 21, 2015

Richard Branson visibly advocates customer experience at Virgin, Tony Hsieh promotes the experience at Zappos and Howard Schultz proudly defends Starbucks’ efforts. You see, the marketing team neglected to inform the call centre management team that this initiative was being created. Do I believe that NPS is the be-all-end-all?

Strategy 68

Strategy Customer Experience Net Promoter Score NPS 68

Gainsight

MAY 3, 2020

However, Customer Success alone cannot drive exceptional product experience and thus tighter alignment with Product Management becomes important. User Sentiment : NPS, Ratings, Release/ Feature-specific feedback to capture results/ outcomes/ ROI . Adoption Breadth : Usage or Adoption of you top 3-5 core/sticky features.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

SurveySensum

JULY 20, 2023

Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods. Turns out, her customers aren’t fully aware of the fitness equipment category because most of your marketing efforts were focused on outdoor gear and athletic apparel! They’re like the champions of brand reputation management!

Retail 52

Retail Feedback How To Self Service 52

Help Scout

AUGUST 13, 2018

Reviews can vary in type (peer-to-peer reviews, manager reviews, QA agent reviews, self-reviews), frequency (daily, weekly, monthly), breadth (how many interactions are reviewed of total ticket volume) and complexity (informal verbal reviews, written reviews, using spreadsheets or purpose-built software). Ticket review by team lead.

Interaction 40

Interaction Effort Score Culture Feedback 40

Qualtrics

APRIL 14, 2021

More complex customer journeys can also lead to lower customer experience scores – Customer experience ratings were higher in B2C customers (65-80%) than B2B customers (on average scoring less than 50%). The company’s 100 brands support structures ranging from schools to sports arenas. 6 world-class B2B CX case study examples.

B2B 26

B2B Examples B2C Net Promoter Score 26