BlueOcean

OCTOBER 6, 2020

Sometimes the leadership team shifts, with people moving on to other opportunities or new leaders entering the mix and shaking things up. Are you still in regular contact with your partner’s leadership team and do you still trust them to deliver excellence for your customers? How do those NPS and CSAT scores look?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

BlueOcean

MAY 16, 2017

These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. We take this so seriously, our president and the senior leadership team attend all our client QBRs. We understand there is a business model for low value transactional work.

Contact Center 136

Contact Center Call Center Government Culture 136

CCO Council

MAY 13, 2014

In my previous post I described the historical retrospective approach whereby incremental per-customer or per–segment revenue gains are correlated with increasing loyalty and engagement. Expected change in customer value is another valuable means of demonstrating ROI.

Customer Centricity 85

Customer Centricity ROI Measurement Chief Customer Officer 85

CSM Magazine

AUGUST 31, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journeys 69

Customer Journeys Net Promoter Score How To Culture 69

Up Your Service

AUGUST 9, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journeys 45

Customer Journeys Net Promoter Score Culture Measurement 45

Up Your Service

AUGUST 9, 2018

A natural collection of Customer Journeys over the life of the customer relationship. Other common terms include: cradle-to-grave relationship, end-to-end relationship, customer for life experience, and lifetime customer connection. The Customer Journey.

Customer Journeys 40

Customer Journeys Net Promoter Score Culture Measurement 40

Thematic

AUGUST 7, 2018

Often what we do at Thematic is find examples of what a company could do that would drive their Net Promoter Scores (NPS) up and how they can improve their score. Talk about what the person who’s writing the comment must be feeling, and completely avoid the discussion, initially, of, for example, ‘how it could reduce our NPS by 0.5%’.

Customer Experience 48

Customer Experience Net Promoter Score How To Infographics 48