The DiJulius Group

AUGUST 2, 2024

Customer Experience is at an All-Time Low – I don’t think this is shocking to anyone today. According to Forrester’s US Customer Experience Index (CX Index™) rankings report, CX quality among brands in the US has plummeted to an all-time low, marking a decline for the third consecutive year. Only 3% of companies are now. Read Full Article The post New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditch

CX 98

CX Customer Experience 98

Beyond Philosophy

AUGUST 2, 2024

Colin has a bone to pick. No, it’s not with cable providers this time. It’s with the tradespeople involved in his latest home reno project. They are living up to the poor reputation that precedes them, and he has a list of complaints. Key problems included inaccurate pricing, disdain for previous workers’ efforts, lack of collaboration, excessive use of jargon, and poor time management.

Education 88

Education Customer Experience Customer Service CX 88

Retently

AUGUST 2, 2024

When it comes to customer experience, the Net Promoter Score(NPS) is a key measure of customer loyalty and satisfaction. Yet, deciding whether to include customers who have lodged complaints in NPS surveys can be tricky. Including these customers might skew results negatively, while omitting them means missing essential insights that could help you improve.

NPS 78

NPS Net Promoter Score Customer Satisfaction Construction 78

Zonka Feedback

AUGUST 2, 2024

Patient satisfaction is at the heart of successful healthcare delivery. With the rise of patient-centric care, healthcare providers are striving to not only treat illnesses but also to ensure that their patients feel valued, heard, and cared for. Satisfied patients are more likely to trust their healthcare providers, follow medical advice, and return for future care.

Healthcare 59

Healthcare NPS Customer Experience 59

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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.

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SurveySensum

AUGUST 2, 2024

Want to keep a finger on the pulse of customer satisfaction? NPS can do it for you. Calculating the NPS score is not just about crunching numbers – it’s about understanding how your customers truly feel about your product, service, and overall brand. In fact, more than two-thirds of Fortune 1000 companies use NPS as a key metric to gauge the quality of their customer experience.

NPS 52

NPS Customer Loyalty E-commerce Hospitality 52

Zonka Feedback

AUGUST 2, 2024

Patient satisfaction is at the heart of successful healthcare delivery. With the rise of patient-centric care, healthcare providers are striving to not only treat illnesses but also to ensure that their patients feel valued, heard, and cared for. Satisfied patients are more likely to trust their healthcare providers, follow medical advice, and return for future care.

Healthcare 52

Healthcare NPS Customer Experience 52