Consulting Customer Experience Professionals Net Promoter Score ROI 
Beyond Philosophy
MARCH 19, 2020
One of the critical pieces of insight that came out of the study was the thing that people want most of all in 2020 is growth, whether that means in revenue, market share or return on investment (ROI). ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience.
GetFeedback
JULY 19, 2019
Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Combined viewpoints: Customers are complex and nuanced, just like each of us is.
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GetFeedback
AUGUST 14, 2019
Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate. . Are you satisfied with customer satisfaction? It’s all about what you expect!
Beyond Philosophy
OCTOBER 28, 2021
In addition to oversimplifying both the concept and the solution, the third reason Customer Experience as we know it is dying is because organizations jumped on the Customer Experience bandwagon without knowing what it means. We explore the many reasons why customers do what they do—and what you should do about it.
Thematic
NOVEMBER 28, 2019
Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.
Alida
SEPTEMBER 22, 2016
Heidi Martin, strategy and insights consultant at Art Gallery of New South Wales, said that CX pros need to drop their preconceptions about the customer journey. Companies must welcome customer feedback and continually test and learn from new ideas. Get more ROI out of your content. Think creatively during recruitment.
Thematic
NOVEMBER 28, 2019
Over the course of Fall 2019, we surveyed 150 CX professionals. The survey itself was conducted by Thematic, in collaboration with the Customer Experience Professionals Association (CXPA), and publicized through our social media, CXPA and our friends & influencers in CX space, such as Annette Franz and Maurice FitzGerald.
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