Confirmit

SEPTEMBER 27, 2017

The Confirmit ACE Awards program celebrates outstanding achievement in Customer Experience. Virgin Money turned customer feedback into 145 specific actions to improve the Customer Experience. Philadelphia Insurance reached a record NPS® score of 60.

Hospitality 40

Hospitality Hospitality VOC Voice of the Employee 40

Customer Bliss

JUNE 6, 2018

This is one of the many questions that Eric Smuda , VP of Customer Experience & Loyalty of Hertz car rental service had to ask when he joined the company to transform customer and employee experience. He also built an NPS program at Avis Budget Group when he was the VP of Customer Insights & Experience.

VOC 88

VOC CX NPS Hospitality 88

SurveySensum

AUGUST 9, 2022

And an intelligible survey tool offers actionable insights, detailed reports, and powerful analytics to improve the decision-making of an organization and inculcate customer feedback into the processes. Some of the notable byproducts of Qualtrics are Customer XM, Employee XM, Brand XM, Design XM, Core XM, and XM Dscvr.

Sentiment Analysis 52

Sentiment Analysis NPS ML Start-ups 52

Fonolo

APRIL 19, 2018

I know I recently spoke about the importance of reading vs. watching television in my latest blog on the top customer experience books , but let’s not completely underestimate the power of the tube. In this clip from Little Britain, the hospital receptionist, Carol is not only unhelpful, she’s completely insane.

Customer Service 101

Customer Service Hospitality Hospitality Contact Center 101

Lumoa

MAY 29, 2018

If you collect NPS (or other customer experience metric) in the right way , this information is already available to you. People often forget that customer experience is not a number. Most likely, new customers will also enjoy features/services that please your happiest customers.

Hospitality 88

Hospitality Hospitality NPS Sales 88

Totango

AUGUST 21, 2020

Customer service is reactive and focuses on addressing specific customer problems swiftly and effectively. Customer success takes a proactive approach that involves utilizing customer data to address potential problems and needs before they arise. Customer Experience Vs. Customer Success.

NPS 78

NPS Sports Customer Retention Sales 78

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. During her presentation, she shared some fascinating statistics around organizations’ commitment to customer experience programs.

B2B 40

B2B Net Promoter Score VOC NPS 40

Fonolo

JULY 5, 2023

Happier employees make happier customers One of the most prolific findings across our research was this: when your employees are content, your customers will be satisfied too. And if you want your employees to help you improve customer perception of your brand, you have to start with them. Inconsistency will breed distrust.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

SurveySensum

OCTOBER 31, 2023

Do you often use ‘ customer experience ’ and ‘ customer service ’ interchangeably? This brings us to the debate of customer experience vs customer service. Understanding the differences between both is vital for your business to thrive in the customer-centered world. What is Customer Experience?

Net Promoter Score 52

Net Promoter Score Customer Service Customer Experience E-commerce 52

Lumoa

APRIL 14, 2021

About the episode: Most of us understand that customer experience is something highly relevant for a business. Improved customer experience is equal to improved retention, decreased churn, and improved competitiveness, which leads to revenue growth. Our guest: Joahnna Sinkkonen , CEO and co-founder of Lumoa. Sofia: Right.

Customer Experience 94

Customer Experience CX Net Promoter Score Start-ups 94

Qualtrics

OCTOBER 24, 2019

Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. Employees are the front line for customer experience, and can have a huge influence on both the day-to-day and the long-term success of your CX program.

CX 32

CX Entertainment Hospitality Hospitality 32

Experience Investigators

OCTOBER 3, 2023

Your customers actively give clues about (or directly tell you!) how to improve their experience. A lot of customer experience teams focus on collecting surveys. Surveys can certainly help us see patterns around satisfaction, loyalty, and other key performance indicators—but customers are getting tired of them.

Sentiment Analysis 98

Sentiment Analysis Artificial Intelligence Social Media Hospitality 98

Qualtrics

OCTOBER 15, 2019

Here’s how your teams can deliver an excellent customer experience right through to January – and want to stick around afterwards, too. Employees are the front line for customer experience, and can have a huge influence on both the day-to-day and the long-term success of your CX program.

CX 20

CX Entertainment Hospitality Hospitality 20

SugarCRM

SEPTEMBER 5, 2019

Customer feedback. But one of the major mistakes most businesses make is that they do not pay much attention to the customer feedback implementation process. With the help of right SugarCRM Survey Modules , you can implement a proper automated feedback process. First, Calculate your NPS Score. Here’s how.

NPS 30

NPS Net Promoter Score Transportation Hospitality 30

PeopleMetrics

DECEMBER 5, 2017

Your customer experience management (CEM) system is up and running. You are actively listening to your customers and have an impressive 20% survey response rate. You’re measuring NPS and CSAT , and real-time alerts are coming in. All signs point to a successful Voice of Customer (VoC) program. That’s great!

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

Callminer

JULY 23, 2019

The analytics pinpoint the root causes for many customers issues, which helps future calls get routed much more quickly and efficiently.” – Blake Morgan, 10 Examples Of How Operational Efficiencies Improve Customer Experience , Forbes; Twitter: @BlakeMichelleM. Setup a customer feedback stream for agents.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140