In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. MORE
Contrary to what some people think, call answering services involve more than just having an operator answer your incoming business phone calls in a professional and respectful manner. MORE
This article appeared originally in Customer Strategist. For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports. MORE
Ron Giuntini, CEO/Founder of G35 Software, wrote this post. Introduction. This post is a high level overview of the whole service contract scene. If it were a course, it would be called Service Marketing 101. B2B service contracts, also referred to as an extended warranty, extended service contract, and managed services, have been around for decades. MORE
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service? MORE
Many SaaS companies struggle with finding the right pricing model for their product. Given the large amount of different pricing models, a company may choose a model that does not best fit their solution, and therefore does not maximize their revenue. MORE
Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis. MORE
The post Richard Branson’s Rules for Customer Experience Success appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. Customer Experience MORE
Michel Falcon Experience
JULY 23, 2017
The post Richard Branson’s Rules for Customer Experience Success appeared first on Michel Falcon: Entrepreneur, Advisor, Keynote Speaker. Customer Experience
Think Customers
JULY 24, 2017
This article appeared originally in Customer Strategist. For retailers, 2017 will be remembered as the year of store closings. Nearly 13,000 stores are expected to shut their doors this year, compared with 4,000 in 2016, Bloomberg reports.
ShepHyken
JULY 24, 2017
Each week I read a number of customer service and experience articles from various online resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What do older generations want from customer service?
Magellan Solutions
JULY 23, 2017
Contrary to what some people think, call answering services involve more than just having an operator answer your incoming business phone calls in a professional and respectful manner.
Advertisement
New ways of discovering and applying customer insights
Confirmit
JULY 23, 2017
Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis.
INDUSTRY INSIGHTS YOUR PEERS ARE READING
1 
Let's personalize your content