Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Recognise your business is about the customer and not you. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. How to overcome those challenges?

CX 129

CX Customer Experience Education Machine Learning 129

Lumoa

OCTOBER 31, 2018

Aggressive action will be required for many organizations – business model changes, more extensive rigor on digital enablement, acute awareness of customer behaviour in the market and knowledge of ever changing impacts on organizations (i.e. data security, gig economy, AI, machine learning).” How to overcome those challenges?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

PeopleMetrics

JULY 24, 2019

Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Perhaps employees should focus on something other than NPS ? B2C companies with thousands or millions of customers, for instance, should make sure that their benchmark goals are based on robust customer feedback.

VOC 61

VOC CEM NPS Business Administration 61

PeopleMetrics

MAY 4, 2020

Recover alerts can be triggered off NPS, a specific question asking if there was a problem, or any other question where a negative response means the customer had a poor experience. For B2C companies with large numbers of customers, recover alert follow-up should be prioritized by the customer’s customer lifetime value (CLV).

Close the Loop 78

Close the Loop VOC CEM NPS 78