ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Customer Effort Score or Customer Satisfaction? How to Run a Customer Loyalty Program by ThriveHive. by Martin Powton.

2020 119

2020 Article Customer Service Loyalty Programs 119

Lumoa

JUNE 26, 2023

This article tells you all about omnichannel marketing, its benefits, and the top ways to boost your customer experience. In This Article: What is omnichannel marketing customer experience? Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4. Focus on customer support 6.

Omnichannel 83

Omnichannel Customer Experience Net Promoter Score Social Media 83

Kustomer

NOVEMBER 25, 2021

It all started with your HBR article where you kind of went against this idea of delighting the customer. So, the article you’re referring to, we wrote this article back in 2010. This was a multi-year, probably 10 year plus research effort. Matt Dixon: (04:22) Sure. So, it’s easy to consume.

Customer Service 98

Customer Service Customers 2010 Net Promoter Score 98

Kustomer

MARCH 12, 2020

Back in 2010 Matt Dixon wrote an article titled “Stop Trying to Delight Your Customers”, that went against all of the strategies companies currently use to create a positive customer experience and motivate meaningful interactions. It all started with your HBR article where you kind of went against this idea of delighting the customer.

2010 52

2010 Customers Multi-Channel Net Promoter Score 52