Execs In The Know
MARCH 31, 2025
The key to their success was laying a solid foundation across three pillars: Cross-Functional Alignment Spirit formed a cross-functional team that included members from business operations, IT, legal, and process optimization divisions. Stakeholder alignment ensured the buy-in needed to execute their vision seamlessly.
CX Accelerator
NOVEMBER 7, 2023
Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. 16) have a legal team that spends more than 1% of their time battling ex-employees. 5) put profits before purpose. 14) have a scapegoat culture.
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Beyond Philosophy
NOVEMBER 30, 2023
For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. 1 Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc.,
Retently
AUGUST 3, 2023
By making proactive customer resolution part of your customer experience, you mitigate the chances of legal, regulatory or PR disasters, since most cases start as unresolved complaints. Improve Your Net Promoter Score Transactional interactions are no longer enough.
Fonolo
SEPTEMBER 28, 2022
Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. Review restrictions to avoid potential legal issues, especially if you are working in a healthcare setting. But what kind of questions should you include? And how should you structure your survey?
Lightico
MARCH 5, 2025
No one likes a jargon filled legal heavy customer journey. However, compliance mandates transparency, but the result is often overwhelming, legal documents and contracts that hinder CX rather than inform customers. Customer satisfaction (CSAT) scores improve by 20%, as eliminating compliance-related hurdles reduces frustration.
Beyond Philosophy
OCTOBER 1, 2015
If you had the choice of doing something the easy way or the hard way, and you didn’t have to do anything morally, ethically, or legally wrong to do it the easy way, which would you choose? My guess is the majority of you would say take the easy way. I certainly would.
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