Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. Some attributes of an expectations chasing approach to CX include: A tradition-bound or change-averse culture in the organization.

Customer Expectations 52

Customer Expectations Net Promoter Score 2005 Customer Experience Management 52

ProProfs Chat

DECEMBER 23, 2019

In the face of such hurdles, how do you build a customer centric culture ? Listen, Think and Act on Customer Opinion. Are you just hearing or actively listening to what your customers are saying? Even with access to a wealth of customer insights and data, it should not be analyzed in isolation.

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

Lumoa

JANUARY 23, 2018

Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? A study done in London School of Economics in 2005 found that 7 point NPS increase led to an average 1% revenue increase.

NPS 121

NPS Financial Feedback Net Promoter Score 121

Thematic

SEPTEMBER 6, 2018

Morwitz states that people who are surveyed about their customer experience typically purchase more and stay longer than those that don’t (“The effect of survey measurement on respondent behaviour”, Morwitz, 2005). Before adopting NPS in 2004, each department had its own metrics, although they didn’t help improve customer loyalty.

Net Promoter Score 54

Net Promoter Score NPS Feedback Metrics 54