CSM Magazine
DECEMBER 5, 2022
Spectrum is a leading cable TV, internet, telephone, and wireless services company. Spectrum came 5th in the 2022 ACSI customer satisfaction study with a score of 63/100. These efforts should pay off in terms of loyalty and long-term customer satisfaction. Examples of poor service. Their Trustpilot rating is extremely low.
Clarabridge
JANUARY 24, 2017
Watch out for these blindspots in your own customer journey efforts. Remember when we all learned about Net Promotor Score? How about Customer Effort Score or Employee Engagement Scores? That server doesn’t feel a need to speed up because she still got a smile and a tip. What you can’t see can hurt you!
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Magellan Solutions
NOVEMBER 30, 2017
Because when these customers make the effort to solve their technical concerns by soliciting help from the mobile company, they carry with them so much expectation that it will be resolved promptly. Tip: Take cues from your customer and adjust your tone according to theirs for a more human and personalized interaction.
Answer Dash
APRIL 17, 2020
From ideas and definitions to practical tips on roles and processes, here’s how to supercharge your brand, secure long-term revenue, and evolve your company culture. CSat and NPS are likely candidates for many businesses, along with CES (Customer Effort Score). Is it worth the effort? Absolutely.
Storyminers
JULY 6, 2020
As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Aimee Lucas. Martin Hill-Wilson.
Storyminers
JULY 6, 2020
As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. Arie’s key consulting clients included: Prodigy, Safeway, FedEx, USAA, Capital One, BT Wireless (O2), Sumsung Card, LG Capital, and many more. Aimee Lucas. Martin Hill-Wilson.
Pointillist
OCTOBER 22, 2018
Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others. But simply knowing your overall Net Promoter Score won’t tell you why you are receiving it or, more importantly, how to improve it. to 1 p.m.?’
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