Michelli Experience

APRIL 11, 2017

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).

Customer Care 92

Customer Care Brands Net Promoter Score Reference 92

Michelli Experience

APRIL 11, 2017

Most of those customers want to share your name with friends but often they need just a little reassurance, a gentle reminder, and an invitation to make referrals a reality. The post Getting More Referrals = Letting People Your Customers Care About Know About Brands That Care About Them appeared first on Joseph Michelli.

Customer Care 53

Customer Care Brands Net Promoter Score Reference 53

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Track record of customer-centric decision-making. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Interactions

JUNE 18, 2020

Conversational AI can help by taking over these repetitive, rule-based tasks so that agents can handle more stimulating and rewarding customer care inquiries. With the right application design, this solution will not only improve agent experience, but will also allow the call center to handle more calls while eliminating wait times.

Technology 71

Technology Contact Center Virtual Agent Call Center 71

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

2020 132

2020 Customer Experience Magazine Consulting 132

Stella Connect

JUNE 5, 2017

A customer-centric culture radiates outward, and endears brands to their customers. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Wootric

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Why we love Maxie: She’s a keynote speaker, author, Principal Analyst at Forrester , and has a PhD in Business Management on Customer Care. Maxie Schmidt. Melinda Gonzalez.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67