Beyond Philosophy
MARCH 16, 2023
I’ve followed the American Customer Satisfaction Institute (ACSI) results since I started Beyond Philosophy in 2002. When you consider all the resources organizations and individuals have put into customer experience and the voice of the customer, I wonder… was it worth it? Guess what?
TechSee
JUNE 16, 2022
Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Michelle is an advocate for expanding ideation and innovation to your entire organization.
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Thematic
DECEMBER 9, 2022
How to use customer insights to your advantage: 1. Improve customer satisfaction and reduce churn By understanding what customers like and don’t like about products and services, you can make changes that improve customer satisfaction. Improved customer satisfaction directly affects revenue.
ShepHyken
NOVEMBER 8, 2021
The Great CX Debate: Should Customer Experiences Be Effortless or Exceptional? destinationCRM) In a provocative Harvard Business Review article, researchers from the Corporate Executive Board (CEB) argued in 2010 that companies should Stop Trying to Delight Your Customers, because “wowing” customers was a losing strategy.
Alida
NOVEMBER 10, 2016
NPS differs from customer satisfaction surveys (CSAT) in terms of the question posed to customers. Whereas NPS measures how likely customers are to recommend a company, CSAT asks questions like, ‘How satisfied were you with the transaction?’. People in between are called ‘passives.’ Source: netpromotersystem.com.
Kayako
MARCH 21, 2022
Investments in customer service can boost brand loyalty and revenue growth. One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Brands with the most unhappy customers posted a paltry 3% growth over the same period. Most likely not.
Oracle
NOVEMBER 15, 2019
According to the “ Impact of Emerging Technology on CX Excellence ” report from Oracle and ESG, 61% of firms using virtual or augmented reality have increased customer satisfaction metrics as a result. Rather, make sure that your AR app solves a customer problem or alleviates friction in the CX.
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