Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #1: Net Promoter Score ® arrived on the scene.

Events 59

Events 2006 Net Promoter Score 2007 59

Daniel Group

JULY 27, 2023

Since beginning our ExperienceConnect CX program, we have completed over one million customer surveys with B2B industrial customers. We started work with our first dealer in 2005 because management wanted to (1) know what customers thought about their service and (2) identify ways to improve it. Customers do like to talk.

NPS 52

NPS Net Promoter Score 2005 2007 52

TechSee

DECEMBER 5, 2017

According to Walker , a customer intelligence consulting firm, by 2020, customer experience will overtake price and product as the key brand differentiator for B2B. This customer-centric focus has resulted in 72% of businesses reporting that their top priority is improving the customer experience, according to Forrester.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Beyond Philosophy

DECEMBER 28, 2020

It occurred to me that perhaps some of you have had something similar to your Customer Experiences in a different culture. We call it a Customer Experience Statement (CES), and it defines the emotional outcome you want your customers to feel about their experiences with you. We covered this topic on a recent podcast.

Culture 97

Culture Net Promoter Score 2005 Presentation 97

C Space

FEBRUARY 11, 2020

Customers: The most disruptive force in business today. The most successful companies of the future will put the customer first and invest in their employees and the communities that they serve, in order to build long-term value. Who are the people finding new ways to bring customers, ideas, and different perspectives into companies?

Net Promoter Score 52

Net Promoter Score Customer Centricity 2005 Banking 52

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. There are three distinct approaches for a customer experience management program.

Customer Expectations 52

Customer Expectations Net Promoter Score 2005 Customer Experience Management 52

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Horizon CX

OCTOBER 2, 2023

The Frontline Experience Gap – Competence, Supervision, and Data by Scott Gilbey “I help identify customer and employee experience gaps that adversely impact the frontline. Customers wait. A customer has purchased $4,500 of lumber and doors, three carts full and all is paid for. It’s 8:13 p.m. on a Friday.

Net Promoter Score 52

Net Promoter Score 2005 Retail NPS 52

ProProfs Chat

DECEMBER 23, 2019

If you were to answer a question, “What is that one thing that customers hate the most? . Customers don’t want to go out of their comfort zone to solve their own problems. So what can you do to provide a smooth and delightful experience to customers throughout their journey? But what is customer centricity ?

Customer Centricity 96

Customer Centricity Customer Journey Mapping Customers Culture 96

SurveySensum

SEPTEMBER 8, 2023

Now, according to Bain & Company, if Dell could turn only 2-8% of those unhappy customers into satisfied ones, they could have boosted their annual revenue by $167 million. This demonstrates that by reducing customer churn and enhancing overall customer relationships, companies can save lost revenue and boost customer spending.

NPS 52

NPS ROI Social Media Banking 52

Kerry Bodine

APRIL 30, 2019

I’m often asked why companies invest in customer experience — and when this whole customer craze started in the first place. Since I’ve already written about that in other posts, today I’ll tackle the second question: When did companies start caring about customer experience? Event #1: Net Promoter Score ® arrived on the scene.

Events 18

Events 2006 Net Promoter Score 2007 18

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Most companies collect feedback in some specific format, such as Net Promoter Score.

NPS 121

NPS Financial Feedback Net Promoter Score 121