Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Modern customer expectations call for true omnichannel customer experiences.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. Wondering which metric to choose?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

CX University

OCTOBER 19, 2017

The open market impact was disastrous in brand value, perception, customer experience and trust. Involve customers, partners, and employees in the testing process: Add this to roadmap and delivery. This would mean customers (i.e. voice of customer), partners, and employees.

Customer Experience 66

Customer Experience Culture Metrics Airlines 66

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. Shifting the Focus of CX: From Sentiment to Value Rick Denton emphasized a fundamental shift in the CX landscape: "We're here to improve the outcomes.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62