Experience Matters

OCTOBER 15, 2014

In terms of metrics, our analysis shows that satisfaction and Net Promoter Score work most successfully at the relationship level, whereas Customer Effort Score works most successfully at the transactional level. The bottom line: VoC programs have a lot of maturing to do.

2014 100

2014 Customer Connectedness Net Promoter Score Effort Score 100

GetFeedback

MAY 9, 2019

Customer-centric culture: Your company’s brand values must align with putting the customer’s needs first and fostering customer sympathy. And your programs and processes should reinforce customer connectedness. For a VoC program to work, you must identify the most important metrics to measure.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Matters

DECEMBER 15, 2015

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Lumoa

FEBRUARY 9, 2023

A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon. Compelling Brand Values: Brand promises drive how the organization treats customers.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Net Promoter Score 114

Net Promoter Score Customer Experience CEM B2C 114

Lumoa

MARCH 20, 2018

Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Purposeful Leadership: Leaders operate consistently with a clear set of values. Employee Engagement: Employees are aligned with the goals of the organization.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64