Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. The one thing they all have in common? But after a while, those numbers become less compelling.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. Chief Customer Officer 2.0

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? And so on.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

NPS 135

NPS Net Promoter Score Metrics Effort Score 135

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. She is now Chief Customer Officer at ClearAction Continuum. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Pointillist

MAY 19, 2020

“ Lynn Hunsaker, CCXP, PCM Chief Customer Officer ClearAction Continuum NPS, CSAT and CES are the Most Frequently Captured Customer Experience Metrics The majority of organizations (95%) collect customer feedback data. Fred Reichheld and Satmetrix Systems, Inc.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Customer Guru

MARCH 7, 2018

We are the first pharmaceutical company to have added Net Promoter Score in Pharmaceutical Contract Development and Manufacturing Organisation (CDMO) business. To add to the NPS, Piramal was also the first to introduce Customer Effort Score (CES) to measure how easy the Piramal team made it for the customer to handle an issue.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65