Tricia Morris

JUNE 4, 2015

presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Honesty and trustworthiness are also seen as key to the customer in brand perception. In watching the coverage of the 2016 U.S.

Brands 94

Brands Customer Service Net Promoter Score 2016 94

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). Having a sound philosophy and detailed plan is great, but getting the people that actually work with Customers on board with this sound philosophy and detailed plan is essential to success. 5 Reasons Your KPIs Are Hurting Your Customer Experience. Reserve your spot today!

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

GetFeedback

JUNE 12, 2019

But McKinsey argues that it’s nearly impossible to deliver consistent service without managing the entire buyer’s journey. Because there are more potential touchpoints than ever before, the first step to improving customer service is taking a closer look at the entire journey. Leverage customer feedback.

Touchpoint 199

Touchpoint Net Promoter Score NPS Customer Journey 199

Experience Matters

APRIL 24, 2015

Don’t Confuse Customer Service With Customer Experience (February 2009). This is another post that predates Temkin Group, but remains very popular because people often confuse customer experience with customer service. Customer service is one set of interactions that are a component of customer experience.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Beyond Philosophy

APRIL 7, 2016

Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 by the end of 2014. The scores then show a steady decline across all four quarters last year, ending at 73.4. During the conversation, this person revealed the fact that he used to be in Customer Service.

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

ijgolding

MAY 20, 2015

Taylor, by 2005, Enterprise Rent-A-Car’s customer service had been recognized seven times by J.D. Power and Associates as highest in customer satisfaction for rental car companies at or near airports. The company was named ninth on Business Week’s top 25 companies customer service list in 2007.

Net Promoter Score 97

Net Promoter Score 2007 2014 2015 97

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

DECEMBER 22, 2015

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. 3 Steps to Becoming #1 on Trip Advisor.

ROI 74

ROI Net Promoter Score CEM 2014 74

Customer Bliss

APRIL 26, 2016

Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. At 3:22, a discussion about organizational alignment for customer growth begins. 19:14: How Liberty Mutual undertook the process of building a customer room.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Beyond Philosophy

APRIL 7, 2016

Customer Satisfaction score to denote the health of the economy. Since 1994, the ACSI score rose from 74.8 by the end of 2014. The scores then show a steady decline across all four quarters last year, ending at 73.4. During the conversation, this person revealed the fact that he used to be in Customer Service.

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

ShepHyken

APRIL 18, 2017

Amy responds by saying that Lifesize has four core values, and that customer obsession is number one. Many companies talk about “treating customers great,” but you must make sure that you have the right people on board. People with customer service DNA and customer service hearts.

Net Promoter Score 74

Net Promoter Score Customer Retention 2014 Loyalty 74

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Think about it. Probably not.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up?

Feedback 53

Feedback Net Promoter Score NPS 2014 53

ProProfs Chat

AUGUST 8, 2019

Do you know that 52% of consumers make an additional purchase from a company after a positive customer service experience? Trust me, they all come looking for a good customer service experience, which at times, many brands fail to offer. But you need to know that good customer service stories aren’t made in a day or two.

Customer Service 51

Customer Service Airlines E-support Brands 51

SurveySparrow

FEBRUARY 18, 2024

Integration Here are some big players to name a few: Zapier Google Drive Microsoft Teams Hubspot Mailchimp Power BI Salesforce Suitable For Medium to large enterprises, Marketing and sales professionals, Customer service teams, Human resources professionals, hospitality and tourism industry. 5 Capterra 4.8/5

2024 52

2024 Multi-Channel E Commerce Tourism 52

Michel Falcon Experience

OCTOBER 21, 2015

The IQPC hosts several premium customer experience and customer service events around the world. CXPA is a leading association for customer experience professionals, hosting events for both members and non-members. I’m a fan of Net Promoter Score (NPS) because I’ve had success with it for years!

Customer Experience 68

Customer Experience Net Promoter Score Events NPS 68

Kayako

DECEMBER 6, 2018

This is how Quora surveys its customers: This email’s a winner for a couple of reasons: Sent from a real person, not “Quora Customer Service”. If the subject is not catchy and doesn’t interest your customer – your survey isn’t going to get any responses. Conduct Social Media Polls .

Feedback 69

Feedback Net Promoter Score Article Customers 69

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Michel Falcon Experience

FEBRUARY 19, 2016

Joined LinkedIn groups related to customer experience and customer service and engaged with the group regularly by sharing other people’s content and commenting on threads. Key take away : create association between your name and customer experience by building a personal brand. I took it one step further.

Call Center 60

Call Center Consulting Customer Experience Net Promoter Score 60

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Grade.us

JUNE 2, 2020

GatherUp is an online review management and customer service platform that’s geared towards growing businesses regardless of their size. Ultimate mode enables you to capture detailed information from customers (e.g., Direct request mode enables you to capture third party reviews from customers. Auto-tagging.

2020 47

2020 Management Net Promoter Score Multi-Channel 47

SurveySparrow

JANUARY 24, 2020

Since its launch in 2014, Slack has been accumulating users in the millions and is considered as the fastest growing business app in all of history. Net Promoter Score is an indicator of customer experience and a predictor of business growth. All it does is ask a simple question to the customer.

NPS 52

NPS 2020 Net Promoter Score Feedback 52

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. In a sentence, customer service bites back.

2015 35

2015 Net Promoter Score Multi-Channel Social Media 35

SmartKarrot

JANUARY 18, 2022

The services provided by Zoho include Zoho CRM, inventory management, mobile application development, project time tracking, collaborative client portal, and more. Zoho is committed to offering outstanding customer service. Instead of marketing, Zoho invests in R&D and customer service.

2011 11

2011 E Commerce E-support 2008 11