Remove Customer Experience Professionals Remove Metrics Remove Presentation
article thumbnail

How to Use the CSAT Metric in Your CX Program

GetFeedback

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). But I see a place for Customer Satisfaction Score (CSAT), based on organizational goals, resources, and structure. CX shouldn’t ever be measured by one metric alone. About the guest author .

Metrics 273
article thumbnail

How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Top 10 BOB Blog Posts of 2014: Empathy, Big Data and Metrics

Bob Hayes

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. In this post, I explore the importance of empathy in delivering a great customer experience.

2014 76
article thumbnail

Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Where to start though?

Metrics 48
article thumbnail

Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Where to start though?

Metrics 48
article thumbnail

Business Metrics Transparency for Better Customer Experience

8x8

Business Metrics Transparency for Better Customer Experience. This is the second in a three-part series on developing an effective customer experience strategy. Because without business transparency it is almost impossible to move the dial on customer experience! Where to start though?

Metrics 48
article thumbnail

Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

Forrester predicted that one in four Customer Experience Professionals will lose their job in 2020. Why are so many Customer Experience professionals facing the ax this year? presenting it in terms that show what’s in it for them) and soft-skills training for the team. .