Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

His clients range from large, publicly traded companies to leading professional service firms and fast-growth and established small businesses including Apple, Diesel, Freshworks, KFC, Pearson, Shell etc… plus lots of smaller brands and SMEs. Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

BirdEye

DECEMBER 4, 2020

It all started with the release of the iPhone in 2007. Now, every customer has a computer in their pocket and access to the opinions of the entire world at their fingertips. This shift means that we’re living in the experience economy, where customers are more connected than ever before.

2025 95

2025 2007 Touchpoint Customer Expectations 95

Bob Hayes

MAY 7, 2018

The NPS is “the single most reliable indicator of a company’s ability to grow” (Netpromoter.com, 2007). 2007) found the same pattern of results in other industries (e.g., overall satisfaction, likelihood to repurchase) are comparable to the NPS in predicting business performance measures like market share and cash flow.

NPS 89

NPS Net Promoter Score 2007 2006 89

Bob Hayes

MAY 7, 2018

The NPS is “the single most reliable indicator of a company’s ability to grow” (Netpromoter.com, 2007). 2007) found the same pattern of results in other industries (e.g., overall satisfaction, likelihood to repurchase) are comparable to the NPS in predicting business performance measures like market share and cash flow.

NPS 86

NPS Net Promoter Score 2007 2006 86

Qualtrics

JANUARY 22, 2019

One of the most powerful things you can do is just give them that unfiltered access to their performance results, so when their team leader comes over and it’s time for coaching, if there’s a bad survey, then go listen to the phone call, you can look at exactly how the customer answered every single question and the exact commentary.

Voice of Customer 33

Voice of Customer Hotels 2007 Call Center 33

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. Once the market turned around, it was like pre-recession.

Culture 60

Culture Books Leadership Hospitality 60

Michel Falcon Experience

FEBRUARY 11, 2019

I’m going to have a conversation with you and this is where I’m going to ask you to really think about the behaviors of your customers and anyone that interacts with your brand. My career started in 2007 as a call center agent in my early twenties. So I created something that I call the three common customer types.

Customer Experience 60

Customer Experience Customer Service Customers Hospitality 60

Michel Falcon Experience

MARCH 12, 2019

I recognize that there’s a couple big ballers in the audience that have billion dollar companies and, I’m not there yet, but if we strip everything away, the industry and the size of the company, what the commonality is, is we’re managing one thing: human behaviour. ” That’s just one of their products.

Culture 12

Culture 2019 Engagement Net Promoter Score 12