Russel Lolacher

JUNE 15, 2021

Some of these do indeed exist already but as our culture continues to put customers ahead of employees, it might spark some ideas on how an organization can internally better engage their staff. We can’t forget that improving organizational health improves customer engagement. You don’t have customers without employees.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

Experience Matters

JANUARY 20, 2015

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

SuiteCX

MARCH 22, 2017

Brands look at their customer through their own lenses without understanding the customer’s point of view. Brands collect data via surveys where they ask customers to answer questions which they think are relevant and important. Customer experience is not about what you think customers are doing or want.

Net Promoter Score 45

Net Promoter Score Customer Experience Customer Journey Mapping Social Media 45

SuiteCX

MARCH 22, 2017

Brands look at their customer through their own lenses without understanding the customer’s point of view. Brands collect data via surveys where they ask customers to answer questions which they think are relevant and important. Customer experience is not about what you think customers are doing or want.

Net Promoter Score 40

Net Promoter Score Customer Experience Customer Journey Mapping Social Media 40

Ian Williams

MARCH 19, 2020

But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. The large advertising agency, brand agency, one of the biggest in the country saw that as a threat. Ian: Oh really?

Leadership 52

Leadership Consulting Financial Customer Experience 52

SmartKarrot

SEPTEMBER 25, 2020

With the customers in the driver’s seat, it is wise for the businesses to commence and integrate customer-centric philosophy across every sector. You have to nurture the customer’s ambitions, modify your delivery accordingly, and proactively improve your brand value. Why is Customer Journey Mapping so important?

2021 8

2021 Customer Success Customer Journey Mapping Net Promoter Score 8

SmartKarrot

SEPTEMBER 25, 2020

With the customers in the driver’s seat, it is wise for the businesses to commence and integrate customer-centric philosophy across every sector. You have to nurture the customer’s ambitions, modify your delivery accordingly, and proactively improve your brand value. Why is Customer Journey Mapping so important?

2021 8

2021 Customer Success Customer Journey Mapping Net Promoter Score 8