PeopleMetrics

DECEMBER 5, 2017

Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. A great example comes from one of my hospitality clients. You’re measuring NPS and CSAT , and real-time alerts are coming in. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Lumoa

APRIL 14, 2021

She knows what the CX-related challenges organizations are facing since she has been there herself. I’m Sofia Ohlson and I am the host of Inside CX by Luma. Today we’re going to talk about linking cx with business outcomes. Sofia: So, as I just said, you have a long history in cx. Thank you for watching.

Customer Experience 88

Customer Experience CX Net Promoter Score Start-ups 88

InteractionMetrics

APRIL 17, 2025

Medallia Medallia’s CX management software is a strong Qualtrics alternative for large companies that want real-time feedback and AI-powered insights. Best For Enterprise teams (especially in finance or hospitality) that need visibility into the full customer journey and fast insights from multiple touchpoints.

E-commerce 40

E-commerce Hospitality Hospitality Sentiment Analysis 40

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling. April: When I joined woom Bikes, the U.S.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets start with Qualtrics. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Zendesk

MAY 17, 2022

Regardless of industry, customer satisfaction score (CSAT) is one of the most popular metrics for gauging how consumers feel about the customer experience (CX). When you collect CSAT scores, you give buyers the opportunity to voice their opinions, making them feel heard. What is customer satisfaction score (CSAT)?

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

Beyond Philosophy

JANUARY 4, 2022

For example, hotels and hospitality get it straight away. We did some work with them a little while ago, and they improved their Net Promoter Score®. appeared first on CX Consulting. I have run across this attitude, too. Some types of industries buy into the customer relationship concept more than others.

Customer Relationship 88

Customer Relationship Engineering Net Promoter Score Hospitality 88

SurveySensum

OCTOBER 31, 2023

Customer Experience vs Customer Service: The Key Differences Customer Experience and Customer Service: The Connection Key Takeaways Customer Experience (CX) Customer experience is all about the journey your customers take when they interact with your brand or business. Why is CX important? But, why is it so important?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

PeopleMetrics

JANUARY 18, 2022

It can come in a number of forms, from comprehensive customer experience (CX) platforms to simple online survey tools. Customer experience (CX) software can collect and track customer feedback at every stage of the customer journey through targeted surveys and outreach. CX is a broader concept that includes customer satisfaction.

Customer Satisfaction 62

Customer Satisfaction Pharmaceutical Net Promoter Score Customer Feedback 62

Zendesk

MAY 2, 2022

While other businesses shuttered their doors, hospitals and insurance providers pushed their limits to care for patients. And increased efficiency didn’t disrupt patient results–the Net Promoter Score® (NPS) for their 24/7 medical service increased from 5 to 8.5

Healthcare 52

Healthcare Customer Experience Net Promoter Score Hospitality 52

Confirmit

JUNE 15, 2017

who, as one of the world’s leading CX analysts, is always a welcome addition to an event. The first was that 55% of executives think that CX is important but show no urgency (a lot of nodding heads) and another was that 52% of businesses don’t know how to provide ROI for their program. Bain & Company, Inc.,

B2B 40

B2B Net Promoter Score VOC NPS 40

Confirmit

SEPTEMBER 24, 2018

Often known as Voice of the Customer software, customer experience management systems have become the norm over the past 2 decades, and are central to the ability for CX leaders in their market to differentiate themselves based on customer experience. Typical CEM software metrics include the following: NPS Score. And many others.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

Confirmit

SEPTEMBER 24, 2018

Often known as Voice of the Customer software, customer experience management systems have become the norm over the past 2 decades, and are central to the ability for CX leaders in their market to differentiate themselves based on customer experience. Typical CEM software metrics include the following: NPS Score. And many others.

CEM 40

CEM Net Promoter Score CRM Voice of the Customer 40

SurveySensum

SEPTEMBER 25, 2024

Customer service and CX often get mixed up, but here’s the difference: customer service is a reactive approach to managing customer interactions, while CX is a proactive approach to helping customers have a pleasant experience from the onset to the end However, why does it all matter? Here’s why they’re at the top of their game: 1.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

Fonolo

JULY 5, 2023

Hospitality firms (think Disney or Ritz-Carlton) are masters at turning mundane customer service encounters into memorable experiences that nurture customer loyalty. cx #BrandPerception Click To Tweet Level of Service: How you treat your customers pre- and post-sale plays a large part in whether they come back.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

AUGUST 2, 2024

For Hospitality : What are the key considerations when calculating NPS for a hotel or restaurant? How does NPS impact customer retention in the hospitality industry? Conclusion Integrating AI in CX is not a “near future” thing anymore, it’s happening right now. How can NPS be used to reduce churn in a SaaS business?

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

CSAT.AI

JANUARY 18, 2022

Scores of a sample of 25,000+ American consumers were based 50% on NPS (Net Promoter Score) and 50% on five criteria: communication, competence, services, customer focus, and accessibility. A hospital interrupting a patient with a customer service survey during a cancer diagnosis is a total lack of empathy.

Customer Service 52

Customer Service Manufacturing Net Promoter Score Retail 52

SurveySensum

JANUARY 16, 2025

In this comparison, well break down the strengths, weaknesses, and standout features of both tools to help you identify the one that fits your requirements, enhances your CX strategy , and stays within your budget. Lets start with Qualtrics. Lets now explore some pros and cons of Qualtrics.

Sentiment Analysis 52

Sentiment Analysis NPS AI Text Analytics 52

Qualtrics

FEBRUARY 12, 2019

One great example is with MRIs – we know that, if a patient receives an MRI at a free-standing imagery center instead of a hospital, it is one-third of the cost – with the quality being identical and the experience oftentimes better. Traditionally, that’s how healthcare worked.

Healthcare 30

Healthcare Net Promoter Score NPS Hospitality 30

Beyond Philosophy

JANUARY 2, 2019

Maersk, a global shipping company, improved their Net Promoter Score +40 points in 30 months, which also lead to a 10% increase in shipping volumes. For example, when we were working with a hospital system, we were told patients wanted to spend more time with the doctor. The post Is CX Dying? So, what is happening?

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

CSAT.AI

MARCH 24, 2021

I know someone who after having a harrowing series of medical tests over a single six hour period was hit with a survey when leaving the hospital. She was tired, she was stressed and then she was asked to do a survey on a touchpad in a hospital during a pandemic. Then she got hit with a 14 question phone survey a day later.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59