PeopleMetrics

MARCH 30, 2017

Poor program design: Many Voice of Customer (VoC) programs are not designed well. Retain Customers? Or is it to begin to track and improve NPS? Examples of metrics that can improve include # of detractors, # of loops closed, number of open cases over 2 days, customer effort score, etc. Increase sales?

Voice of Customer 105

Voice of Customer CEM Effort Score Fashion 105

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 66

Customer Care CEM Customer Experience Net Promoter Score 66

ClearAction

DECEMBER 14, 2017

Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? All of these terms are components of customer experience management (CEM), which is the broadest and deepest way of viewing customers and their role in the success of any organization (for-profit, non-profit, or government).

Customer Care 59

Customer Care CEM Customer Experience Net Promoter Score 59

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down?

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Actionability is also, as we believe, one of the essential aspects of customer experience management. The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you?

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive. and ultimately—to be right. Engaging Employees on the Frontline. ResponseTek.

2015 97

2015 Multi-Channel 2014 CEM 97