InMoment XI

OCTOBER 7, 2021

Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., customer contact center call, product purchase experience, etc.), customer likelihood to recommend the brand, customer relationship satisfaction with the brand, or customer retention/repurchase behavior.

White Paper 493

White Paper Measurement Customer Retention Contact Center 493

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Totango

AUGUST 23, 2022

Providing tutorial tips to answer customer questions and encourage greater product adoption. Delivering customer support. Resolving customer escalations or problems. Administering customer satisfaction surveys. Reminding customers to renew subscriptions. White papers. Customer support events.

Touchpoint 116

Touchpoint Customer Journey B2B Customer Journey Mapping 116

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Conventional wisdom says customer satisfaction is based solely on the value they derive directly from the product. Download our Neuroscience and Customer Success white paper. Learn More! Download now!

White Paper 51

White Paper Download Customer Success 2015 51

Calabrio

JULY 29, 2016

By continually assessing agent performance and call quality, organizations can protect their bottom line by pinpointing areas to improve the customer experience. This ultimately leads to increased customer retention and loyalty. The post Three Ways to Ramp Up Contact Center Quality Assurance appeared first on Calabrio.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

ClearAction

FEBRUARY 7, 2016

Employee Engagement in Superior Customer Experience Build a Sustainable Strategy for Customer Experience Management. Integrating Customer-Focus & Measurement in Day-to-Day Business. You Can Find Customer Satisfaction. Managing the Customer Experience Across Service Channels. Employee Engagement.

Article 48

Article Customer Experience 2009 White Paper 48

Beyond Philosophy

MAY 14, 2015

Goodness knows you have several examples of what happens when an organization violates the trust of the Customers’ it serves ( Target, General Mills ). However, you can violate the trust in ways other than a data breach or poor policy decision.

White Paper 160

White Paper 2014 2015 2012 160