Customer Bliss

JULY 12, 2016

In this episode, I’m talking with Dave Mingle, the General Director of Global Customer Experience Execution and Planning for General Motors. First, they needed to evaluate and establish the need for embedding customer experience. General Motors gets 100,000s of customer feedback points — surveys, etc.

Customer Experience 0

Customer Experience Retail Customer Journey Map Social Media 0

Gainsight

SEPTEMBER 5, 2019

Four out of five B2B companies expect to compete based on CX alone. It should come at no surprise that compared to B2C, B2B lags in customer experience (CX). That’s because B2C CX is typically reactive. In order to maintain positive trends, they must: Mix direct feedback with indirect and behavioral signals.

B2B 49

B2B Customer Experience B2C NPS 49

Taylor Reach Group

OCTOBER 14, 2020

If you agree that the above is a reasonable measure of expertise, then you should consider The Taylor Reach Group for your contact center, customer experience transformation initiatives. Experience. All Taylor Reach consultants have between 20 -44 years of contact center leadership and management experience. CRM Magazine.

Net Promoter Score 103

Net Promoter Score Contact Center Direct Marketing CRM 103

SugarCRM

MARCH 6, 2020

Recent findings from Forrester show that two-thirds of Australian brands still struggle to deliver outstanding customer experiences. Too often, customer experience (CX) strategies sit siloed in different departments. SugarConnection is an all-new CX event series exclusively for Sugar customers.

Customer Experience 47

Customer Experience CX CRM Direct Marketing 47

Customer Bliss

AUGUST 3, 2018

In this episode, we talk about the evolution of both customer experience as a holistic experience and of the chief experience officer and chief customer officer roles over the past few decades. 7 Customer Experience Insights You Can Apply to Your Organization. Social media has ushered in urgency.

CX 48

CX Social Media Customer Loyalty NPS 48

InteractionMetrics

NOVEMBER 3, 2023

Since AI has automated so much of CX, that may be true. For instance, read about my recent experience with Lowes. This is from a company that probably has a huge customer experience plan, team, and initiatives in place. Surveys don’t just measure the customer experience. Did I hear a peep? Express gratitude.

Net Promoter Score 52

Net Promoter Score Customer Satisfaction Customer Feedback Customer Survey 52

SugarCRM

SEPTEMBER 26, 2019

The unified communications company wanted to get as much as possible out of its customer experience platform. So the team created configuration after configuration — first to gain a deeper understanding of critical internal processes, and eventually to address areas specific to the customer and partner experience.

CX 20

CX Engineering Direct Marketing Gaming 20