Chattermill

SEPTEMBER 11, 2019

Shedding light on how Netflix ensure that customer experience is at the heart of their business and decision making. Netflix is customer obsessed. Netflix is obsessive in its pursuit of customer satisfaction. Well, an initial focus on data from inception meant that customer experience permeates the Netflix DNA.

Customer Experience 76

Customer Experience Touchpoint Entertainment 2016 76

Customers Rock!

APRIL 14, 2010

I hope we can all agree that delivering a positive customer experience is the key to building customer loyalty and achieving financial success. Now, it’s likely that the CEOs of customer experience laggards will tell you that their companies strive to deliver an outstanding customer experience. Image credit: TommL ).

Social Media 61

Social Media 2007 2009 2008 61

Amity

JANUARY 13, 2016

If your competitor is smart, they’ll have a great Customer Success team who will get them set up with the product the same day the bill goes through. They’ll make certain that the customer is happy, and set up to get the most value they can out of the product. Why internal benchmarks for customer success make more sense: 1.

Customer Success 48

Customer Success 2009 Measurement Metrics 48

Retently

OCTOBER 19, 2018

Do you just give all employees the generic “the customer is always right” speech, or do you actually have a customer-centric process in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

CX Workout - Ideas Blog

DECEMBER 22, 2020

Academic research has shown that evoking gratitude across customers or buyers leads to valuable behavioral outcomes such as positive word of mouth or recommendation (Soscia, 2007) and increased purchase intentions (Palmatier et al., This was then followed up by asking NPS for both brands. Eggert et al.,

2020 52

2020 Financial NPS 2004 52

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132

Clarabridge

MARCH 2, 2017

Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. Corporate news sites are littered with headlines such as ‘we are top for customer satisfaction’, ‘ranked first in our industry’ or the somewhat overly self-congratulatory ‘we top the list for most improved’.

Measurement 49

Measurement Net Promoter Score Social Media 2009 49

Clarabridge

MARCH 2, 2017

Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. Corporate news sites are littered with headlines such as ‘we are top for customer satisfaction’, ‘ranked first in our industry’ or the somewhat overly self-congratulatory ‘we top the list for most improved’.

Measurement 45

Measurement Net Promoter Score Social Media 2009 45

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. What’s more, human-centered workflows translate into a better customer experience—because employees can focus their energies on customer satisfaction and product innovation.

Net Promoter Score 52

Net Promoter Score Healthcare 2021 2009 52

TechSee

DECEMBER 5, 2017

To accomplish this goal, companies must determine the most efficient, yet affordable, way to give their customer care processes a boost. . To ensure high levels of customer satisfaction, companies must provide stellar customer service anytime, anywhere, and through any touch point.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116