Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Bob Hayes

DECEMBER 29, 2014

Estimating Other Likelihood to Recommend Metrics from Your Net Promoter Score (NPS) : Different summary metrics (mean, top box, NPS) are all highly related to each other (r > 95). So, if you’ve got your mean score for the recommend question, you can easily estimate the corresponding NPS. They are interpreted by people.

2014 76

2014 Metrics Net Promoter Score Blog 76

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

2020 132

2020 Customer Experience Magazine Consulting 132

Customer Guru

AUGUST 21, 2018

The CXPA Board of Directors member has expertise in ’embedding customer experience DNA in company culture’ – she has successfully led company-wide customer experience at Applied Materials. She is a world-reknowned author, professional speaker and a customer experience consultant.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

ClearAction

OCTOBER 1, 2018

ClearAction’s 5-year global study of B2B CXM practices revealed strong desire among VoC managers for executives to take greater action on CX insights, yet they admitted that just administering their portfolio of customer listening posts was consuming all their time, energy and budget. Aim: customers as brand evangelists.

Customer Experience 63

Customer Experience 2017 ROI 2018 63

Thematic

AUGUST 7, 2018

“You can have all the customer intelligence you like and all the fancy operational processes, but unless you’re able to communicate the different initiatives effectively throughout the company, and clarify why they are important, it’s pointless.”. Best books on customer experience? How to get sponsorship as a CX professional?

Customer Experience 48

Customer Experience Net Promoter Score NPS Books 48

Amity

APRIL 25, 2016

Bill's blog posts will help you establish the guidelines to capatalize on associate commitment whole delivering exemplary customer service. Deliver the World's Best Customer Experience. GVP Customer Success - Oracle Marketing Cloud. Become an NPS Expert. VP of Client Experience & Transformation - ADP.

Customer Success 96

Customer Success Chief Customer Officer Consulting Blog 96

Customer Guru

MARCH 7, 2018

We do an extensive analysis for each of our sites on how customers have rated us and, as an organisation, are aggressive about turning passives and detractors to promoters. To add to the NPS, Piramal was also the first to introduce Customer Effort Score (CES) to measure how easy the Piramal team made it for the customer to handle an issue.

Customer Experience 65

Customer Experience Customer Centricity Chief Customer Officer B2C 65

SmartKarrot

APRIL 13, 2022

Customer experience has folks from the customer success background, marketing, customer service, and maybe even sales. User experience professionals come from design, technical, and other such backgrounds. Customer experience professionals focus on increasing revenues by improving customer service.

User Experience 10

User Experience Net Promoter Score Customer Experience NPS 10

Horizon CX

DECEMBER 31, 2018

Year-end has always been a time for personal reflection for me and as 2018 ends in just a few hours, I am inspired to share the following thoughts around Customer Experience both in reflection of the year just about to end and the one just about to begin. Case in point—How many more articles are necessary to explain NPS?

Chief Customer Officer 40

Chief Customer Officer 2019 Customer Journey Mapping NPS 40

SurveySparrow

JANUARY 28, 2020

Similarly, many seem to think that merely publishing a Net Promoter Score (NPS) that indicates your employees need to provide a better customer experience will somehow magically empower them to do that. Aside from that, you are also an active member of the Customer Experience Professionals Association (CXPA).

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Net Promoter Score Customers 52

SmartKarrot

JUNE 11, 2021

The curriculum ranges from basics to instilling skills that drive expansion and increase in customer accounts. You will also learn how to manage time effectively, deal with customer discontent, NPS for customer success, and communication management. TriTuns Customer Success Training Program.

2021 22

2021 Customer Success Workshop Customers 22

Kustomer

DECEMBER 31, 2020

In doing so, Annette has figured out three of the most impactful methods that make the biggest difference in customer satisfaction. Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. Annette Pedroza: (00:41).

Customer Centricity 59

Customer Centricity Culture Leadership Net Promoter Score 59

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? These teams are responsible for the tactical realization of value for the customer. Q&A Recap.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score B2B 14

Pointillist

APRIL 17, 2019

Finally, while they ingest and integrate data from multiple sources for analysis, Customer Analytics tools still ask for your data to be mapped to their internal data model, which may require the assistance of vendor or third party service providers.

Customer Journey Mapping 51

Customer Journey Mapping Customer Journey Touchpoint Multi-Channel 51