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. On the other hand, underperformers struggle to master each ability.

Measurement 71

Measurement 2021 Management Omnichannel 71

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 35

Metrics 2008 NPS Financial 35

CX Journey

FEBRUARY 27, 2019

I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Here's what happens and why the work is never done: Expectations change. Customers change.

Metrics 32

Metrics 2008 NPS Financial 32

Qualtrics

MARCH 19, 2020

As you think about making changes to your XM efforts (including Customer Experience, Employee Experience, Product Experience, and Brand Experience), here are some principles to keep in mind: Show humanity. Accelerate your feedback cycles. What should my company consider doing right now related to relational NPS?

Airlines 56

Airlines Metrics Healthcare Feedback 56

Kitewheel

AUGUST 14, 2020

Knowing where your customer experience falls on the scale of good and bad will provide you with valuable information, such as what areas you need to improve and how you might go about doing that. You cannot let yourself be in the dark about the state of your customer experience, but how exactly do you measure customer experience? .

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Customer Satisfaction 52

Chattermill

MAY 12, 2019

Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. looks at NPS through an updated lens.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

CSM Practice

AUGUST 26, 2019

It is amazing how many organizations do not focus on how to change the behavior of their internal groups to help them understand the behavior of their external customers. Changing management is hard but critical to the success of a CS team. Ultimately, that change in behavior is what delivers your ROI.

Customer Success 49

Customer Success Net Promoter Score ROI Measurement 49

Kustomer

SEPTEMBER 3, 2020

Depending on the problem or the customer, they could communicate their issues through a variety of channels in a variety of different points of the journey. The customer is always going to give feedback and voice their opinions of their customer experience, whether through company channels or on their own.

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Qualtrics

JULY 7, 2020

Across all the countries we operate in, we’re getting 100,000 responses a week and we can really dig deep into the topic to understand what’s going on with the customer.” How are you collecting that feedback? How are you keeping or how has delivery Hebrew keeping a pulse on customers during this time? Why is it later?

Customer Experience 26

Customer Experience Customers Feedback Brands 26