Shep Hyken

FEBRUARY 14, 2022

One of the most important parts of this process is making sure that you’re asking customers the right questions. I believe quantitative survey questions, such as NPS, CSAT, etc., Customer Experiences Beset With Bows – How to Celebrate and Delight Every Time by Joseph Michelli. accounting, legal services).

Customer Service 108

Customer Service Legal Customer Loyalty CX 108

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. Stronger security and safety is enabled by facilities, legal, safety, operations, and other functional areas.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

OCTOBER 16, 2019

Keeping the customer’s end-to-end journey in mind is essential to maximizing customer lifetime value. CEO-CMO alignment right-sizes expectations for Marketing’s role in customer experience management and revenue growth. 1 2018 NPS® & CX Benchmarks Report , CustomerGauge.

Customer Experience 59

Customer Experience Net Promoter Score Predictive Analytics Customer Acquisition 59

ClearAction

JANUARY 20, 2020

2020 Customer Experience: 20 Wishes Lynn Hunsaker. 2020 customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 120

CXM Customer Experience Non-Profits Close the Loop 120

ClearAction

JANUARY 20, 2020

2020s Customer Value: 20 Wishes Lynn Hunsaker. 2020s customer experience management is at a turning point. Forces on customers and business may otherwise make some turns that leave you behind. Here are 20 wishes for superior customer experience management in the 2020s: 1) Redefine Customer Experience.

CXM 90

CXM Non-Profits Close the Loop CX 90

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. Aim: customers as brand evangelists. Reap: quick-wins >> NPS & revenue (now). Timeline: long slog to CX-centricity.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Qualtrics

FEBRUARY 26, 2019

I will say though, on the voice of the customer and the customer research side, there’s not a business unit in Dun & Bradstreet that we don’t work with. You are fixing the customer relationship first and foremost, and as a result, the business impact will follow. I love that. I love all of his books.

Non-Profits 37

Non-Profits Customer Experience B2C B2B 37