Customer Centricity Customer Change Engagement Metrics 
GetFeedback
AUGUST 14, 2019
Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In other words, when expectations change, so will the perceived quality and perceived value. Engage employees.
CSM Practice
MAY 13, 2020
To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.
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Totango
AUGUST 7, 2020
More than just the collection and dissemination of real-time information on the customer experience, automation makes use of data to trigger action — whether automated action or prompts for your team — driving proactive, personalized engagements that create a more consistent experience and ultimately increases renewals and reduces costs.
CSM Practice
MAY 16, 2020
To those of us in customer success, it is even more clear that the pandemic has caused an unprecedented shift that is already affecting our customers, their journeys, their expected business outcomes , and our ability to fulfill them. At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely.
Pointillist
JUNE 7, 2021
High-performing teams are more likely to be effective at implementing critical CX capabilities, such as analyzing omnichannel behavior over time, orchestrating relevant experiences given a customer’s unique context, quantifying the impact of CX on business metrics and more. Digital Transformation Succeeds by Focusing on the Customer.
Integrity Solutions
SEPTEMBER 28, 2023
Because the customer experience (CX) will mirror your employees’ experience, your mission, vision and values have to be clear and embedded into the culture. Clearly define what “customer-centric” actually means as a core value in your organization, and then pull it through into your customer service training.
CX Journey
OCTOBER 5, 2017
I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. I've written a post on that (complacency about metrics), which I'll share in the future. Customers change.
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