Bill Quiseng

NOVEMBER 1, 2023

Business management expert and author @Tom Peters said, “Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Customer loyalty is how your customers feel about what you did again and again. Customers pay for their experience, not your product or service.

CX 97

CX CXM Customer Journey Map Sports 97

Lightico

SEPTEMBER 12, 2021

Digital transformation is a top priority for businesses today — but how can you quantify its value and ROI to your organization? That’s especially important in these times, with businesses managing the economic impact and uncertainty of COVID and new variants, and how this will impact both their customers and employees going forward.

Net Promoter Score 52

Net Promoter Score NPS Technology Technology 52

SurveySensum

SEPTEMBER 5, 2023

Proactive Customer Support 41% of customers anticipate a response to their support email within six hours, but only a mere 36% of businesses manage to meet that timeline. For example , inform your marketing team as soon as you receive positive CSAT, NPS, or CES feedback. But just having this metric isn’t enough.

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

ClearAction

JANUARY 6, 2021

3) Stop calling customer experience management “customer experience” This is success-limiting because it mixes apples and oranges. Customer experience management is what business managers do to understand and guide the matching of perceptions and performance. 9) Stop seeing NPS as your sure-win.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Fonolo

JANUARY 14, 2020

It’s one of our favorite places to learn about every facet of consumer-first business management. Peter Lavers is a customer experience blogger and CRM expert, and one of the world’s top influencers in customer experience management. . Top Pick: Promoting a digital-first mentality throughout the contact center.

Customer Service 136

Customer Service Contact Center Social Media CX 136

Qualtrics

OCTOBER 1, 2019

Many business managers won’t pick up on the problem until something sets off an alarm, and then suddenly the entire business is thrown into a panic. These goals may include: NPS improvements. Some anecdotal comments from buyers about considering a switch. Less loyalty among buyers. Market share growth.

Social Media 20

Social Media Gaming NPS Start-ups 20

Lumoa

MARCH 12, 2023

A customer experience platform is a set of tools designed to help a business manage and improve—you guessed it—the customer experience they provide. These tools typically include features such as customer data management, analytics and reporting, automation, and personalization. That’s exactly what Lumoa is for.

Customer Experience 83

Customer Experience Customer Journey Map Sentiment Analysis NPS 83