Experience Investigators

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

CX 94

CX Customer Experience CX Transformation Net Promoter Score 94

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). CX Transformation Secret Revealed: The Hero Is Your Customer!

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX 98

Lumoa

MAY 21, 2018

Surprisingly, only 29% of companies involve business development department into customer experience activities (for some reason, more companies involve IT department into CX transformation rather than business development). Want to know more about the Net Promoter Score ?) The key steps include: 1.

Customer Experience 122

Customer Experience Invoicing Finance Net Promoter Score 122

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Customer Bliss

OCTOBER 17, 2017

Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. You should have people mostly set, processes mostly set, buy-in, some trials and experiments to guide decision-making, the right data, etc. This is where some of the big results can start to begin. Why They Embraced NPS.

Customer Experience 23

Customer Experience Net Promoter Score NPS CX 23

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. What are some things you wish you knew before instituting a CX transformation within your organization? Dissatisfaction is a predictable outcome when anyone tries to be great at everything.

B2B 68

B2B CX Net Promoter Score Start-ups 68

SurveySensum

JULY 14, 2020

He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. Becky (Lisson) Roemen – Manager of CX Solutions and Consulting at Avtex Solutions, LLC.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Lumoa

MAY 21, 2018

Surprisingly, only 29% of companies involve business development department into customer experience activities (for some reason, more companies involve IT department into CX transformation rather than business development). Want to know more about the Net Promoter Score ?) The key steps include: 1.

Customer Experience 60

Customer Experience Invoicing Finance Net Promoter Score 60

Customer Bliss

MARCH 8, 2018

The product team and marketing department were also positively affected by the CX transformation. She mentioned that this process helped make the C-Suite more aware of what type of work was happening on the front line; they also had feedback about how things could be changed.

Customer Experience 40

Customer Experience Customer Journey Map Net Promoter Score CX 40

PeopleMetrics

NOVEMBER 1, 2022

Negative word of mouth can harm a bank’s net promoter score and lead to reductions in customer acquisition as well as retention issues, due to losing the customers making the initial complaints. Financial organizations that have completed a CX project have seen noted improvements in their customer ratings and revenue.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62