PeopleMetrics

JULY 20, 2020

Customer feedback should NOT be anonymous. This one comes as a shock to many who are used to anonymous market research surveys, but customers in 2020 WANT you to know if they had a poor experience and EXPECT you to follow up to make it right. This activity alone with make your company 10x more customer-centric.

CEM 163

CEM 2001 Touchpoint Customer Centricity 163

Lumoa

JULY 21, 2022

In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

PeopleMetrics

MAY 13, 2020

Here are five tips for managers who hope to establish healthy team communication to spur a customer-centric culture in 2020: Set a good example. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Even if they can only see each other on Zoom! Sean holds a Ph.D.

Employee Experience 116

Employee Experience Communication CEM 2001 116

Answer Dash

APRIL 17, 2020

Understanding customer experience management Customer experience is the sum total of every interaction a customer has with your business, from seeing your logo on a billboard to humming along to the hold music when they use your contact center. What is customer experience management?

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Retently

AUGUST 9, 2018

Another way a Voice of the Customer program can help your customer acquisition efforts is by encouraging your satisfied clients to promote your brand to others – basically, we’re talking about word of mouth advertising. A Voice of the Customer Program Will Improve Customer Experience. How likely, you ask?

Feedback 93

Feedback Insights CEM Net Promoter Score 93

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64