Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Net Promoter Score 113

Net Promoter Score 2002 CEM 2013 113

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. You can see the whole chart here. The answer is YES!

Net Promoter Score 60

Net Promoter Score 2002 CEM 2013 60

Retently

AUGUST 9, 2018

Compare that to one of their competitors – Fiat Chrysler’s Dodge Dart, a vehicle that was only backed by product development and no Voice of the Customer research. That example alone showcases how much the Voice of the Customer process can impact product development and innovation. Consider NPS Surveys to Get Customers a Voice.

Feedback 93

Feedback Insights CEM Net Promoter Score 93

SurveySparrow

OCTOBER 25, 2019

I bet every business guru you turned to advised you to create a customer experience strategy to enhance customer experience, didn’t they? Companies with successfully implemented customer experience strategies are found to achieve higher customer satisfaction, increased revenues, and reduced customer churn.

Customer Experience 77

Customer Experience Customer Journey Mapping Multi-Channel Net Promoter Score 77

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Watch this blog and my Twitter feed for an announcement about the 2016 CX Vendor Excellence Awards in January 2016. This year’s crop of candidates was quite competitive.

2015 97

2015 Multi-Channel 2014 CEM 97