Customer Bliss

JUNE 6, 2018

How do you take insights from customers and drive better decision making and better product delivery? This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience.

Employee Experience 221

Employee Experience Culture Loyalty Travel 221

Customer Bliss

NOVEMBER 23, 2018

Today, I’m replaying one of our most popular episodes from 2018 about the employee experience and building customer loyalty at Hertz with Eric Smuda , VP of Customer Experience and Loyalty. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville. CX Click To Tweet.

Employee Experience 143

Employee Experience Loyalty Programs Chief Customer Officer Loyalty 143

Wootric CX Blog

DECEMBER 8, 2019

Research indicates that when evaluating customer interactions with a product or service, Customer Effort Score, more than CSAT, or even NPS, is the strongest predictor of customer loyalty. Customer experience leaders are finding new applications for the popular Customer Effort Score metric.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Thematic

MARCH 27, 2019

I carry that evaluation process through every touchpoint with a brand including if/how they solicit feedback from me about their service delivery. 6 best practices for customer inquiry. Generally, customers want to know that you will turn their feedback into action which will improve their life or the lives of other customers.

Customer Experience 48

Customer Experience Net Promoter Score Effort Score Healthcare 48

OpinionLab

JUNE 17, 2016

Others – such as airlines (295), travel (308), telecommunications (196) and healthcare (296) – did not perform nearly as well, which is consistent with what we’ve seen over the past year.

Multi-Channel 60

Multi-Channel Telecommunications Airlines Healthcare 60

Clarabridge

AUGUST 26, 2015

We looked to three Customer Experience (CX) professionals for tips on how to get buy-in at larger companies: Kim Zieroth, Senior Customer Loyalty Manager at GE Healthcare; Cheryl Cargill, Customer Insights and Text Analytics Leader at GE Power and Water; and Mason Nelder, Director of Social Media and Digital Strategy at Verizon.

CEM 40

CEM Tips Healthcare eBook 40

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132