SurveySensum

MARCH 4, 2021

In the fifth episode ‘Chapter 5: Impact of CX on Business metrics’ of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience is joined by one of the most prominent CX thought leaders – Debbie Akwara. .

Metrics 52

Metrics ROI Measurement Voice of Customer 52

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. It encompasses activities such as customer retention, customer loyalty programs, customer feedback surveys, customer reviews and ratings, customer panel discussion groups, customer support services, and more.

Definition 178

Definition Net Promoter Score Customer Experience B2C 178

Wootric

FEBRUARY 14, 2019

Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Her methodology provides clients with a disciplined and sustainable approach to increasing customer lifetime value and loyalty. Lisa Abbott. Melinda Gonzalez. Sarang Bhatt.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

CSM Magazine

AUGUST 22, 2019

With horizontal tracks and vertical themes, designed in collaboration with the executive advisory board, the agenda is focused on transforming customer service to meet changing customer demands. Hear from 40+ customer support, experience and contact center leaders: Global Chief Customer Officer, Johnson & Johnson.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Myra Golden

OCTOBER 18, 2016

After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. Focus on solving customers’ problems and removing frustration points. The problem was the company was too darn hard to do business with.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

Myra Golden

OCTOBER 18, 2016

After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. Focus on solving customers’ problems and removing frustration points. The problem was the company was too darn hard to do business with.

Customer Experience 61

Customer Experience Telecommunications Call Center Metrics 61

ClearAction

MARCH 24, 2017

We need to be thinking of VoC metrics as a value chain : (1) revenue, market share, and customer perceptions (VoC) are consequences of our business processes — they’re lagging indicators because our stakeholders see them when we see them, (2) what customers receive (e.g. timeliness, responsiveness, quality, accuracy, etc.)

ROI 48

ROI B2B Metrics Culture 48