the-metrics-obsession-thats-killing-the-customer-experience 
CX Journey
OCTOBER 5, 2017
It's a broad question, but if you think you're going to become complacent about the customer experience - and think that's OK - then you might as well be complacent about your business, in general. I've written a post on that (complacency about metrics), which I'll share in the future. Customers change.
Beyond Philosophy
MAY 28, 2020
So why is it that doing something different does create such success for specific brands? We discussed the surprising way that new ideas that seem crazy can do amazing things for your brand in a recent podcast. They’re about ESSI units and things that are numerically measurable. Apple’s was subjective.
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Kustomer
JANUARY 20, 2022
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Creating Loyalty that Lasts. Tune in to learn more!
Customer Bliss
MAY 11, 2017
I just hit Episode 50 of my customer experience podcast. It’s been so interesting to talk to CCOs and SVPs in different industries and get actionable customer experience examples from them. So let’s go through eight relevant customer experience examples from recent episodes.
Thematic
SEPTEMBER 6, 2018
Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple). Net Promoter Score – the customer loyalty metric.
Kustomer
JUNE 17, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Guiding Customers to Solutions Using Empathy.
OpinionLab
SEPTEMBER 12, 2017
Maybe due to the combination of this passion and my obsession for CX (not to mention a couple glasses of Dornish wine ), it suddenly hit me: the CX landscape is as complex and changing as the power struggle in GoT. The problem was that as these surveys became more familiar, the panelists participating became wise to them.
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