Customer Bliss

DECEMBER 6, 2018

In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. Year two was about diving deeper into the analytics.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. To get you ready for what is next in Customer Experience, let us review what we have learned so far. Is a ‘Human Free’ Experience the Future?

Net Promoter Score 119

Net Promoter Score NPS Entertainment Social Media 119

CSAT.AI

JANUARY 4, 2023

As you know, it’s important to measure your CX metrics for customer service ROI too. Average wait time (AWT), average handle time (AHT), net promoter score (NPS), customer satisfaction (CSAT) are some of the metrics to track to identify what is or isn’t working to keep these new customers. .

Net Promoter Score 78

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 78

CSAT.AI

AUGUST 3, 2022

With v ideo games and apps , licensing with top entertainment franchises and a string of amusement parks , Lego is everywhere. A dedicated customer-focused attitude contributes to Lego’s immense success. Lego has a customer service formula that they abbreviate with FRKE (pronounced ‘freaky’, lol). Freaky Service.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? Like any embryonic change, Customer Science is evolving and emerging, like Customer Experience did over the years. In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data.

Net Promoter Score 139

Net Promoter Score AI Start-ups Entertainment 139

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. An excellent example of a company that has successfully implemented customer-centric initiatives is Amazon.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

According to a recent article, “The five disciplines of customer experience leaders” by Bain & Company , excelling in customer experience can have a significant impact on a company’s revenue. An excellent example of a company that has successfully implemented customer-centric initiatives is Amazon.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

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. If there’s one key factor in delivering high-quality CX, it’s your staff. The CX benefit? Capture the voice of employees in your CX program. REQUEST DEMO.

CX 32

CX Entertainment Hospitality Hospitality 32

SurveySensum

NOVEMBER 22, 2021

It helps you identify the gap or improvements in your product, service, or the CX program. It eventually improves your response rate when the customers feel that their feedback is taken into consideration. Closed-loop feedback basically helps you identify the gap between customer experience and customer expectations.

Close the Loop 52

Close the Loop B2C B2B Customer Feedback 52

MattsenKumar

MAY 18, 2021

The formula for calculating churn is: Churn Rate= Number of Customers who left/ Number of Customers at the beginning X 100. Measuring customer churn helps stakeholders reinforce their focus in practices that reduce customer pain points and strengthens customer experience. Why predict customer churn?

E-commerce 52

E-commerce Net Promoter Score Engineering Social Media 52

Zendesk

JUNE 21, 2023

Zendesk CX Trends Report 2023 What is brand advocacy? Customer advocacy can be a wildly successful strategy if you spend a lot of time on lead nurturing and craft exceptional customer experiences at each stage of the sales funnel. This will tell you how many customers you gained or lost.

Social Media 52

Social Media Net Promoter Score Education Construction 52

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. If there’s one key factor in delivering high-quality CX, it’s your staff. The CX benefit? You may also be taking on new or temporary staff to handle the peak season.

CX 20

CX Entertainment Hospitality Hospitality 20

SurveySensum

SEPTEMBER 21, 2023

Real-Life Brand Example: Disney+ Disney+ is a prime example of how personalization transforms customer experience. Offer Extraordinary Customer Service to Increase Customer Loyalty Forrester reports that 41% of customers expect email inquiries to be answered within six hours, yet just 36% of businesses meet this expectation.

Customer Retention 52

Customer Retention Non-Profits Social Media Gaming 52

Qualtrics

MAY 29, 2019

As the customer experience (CX) profession has matured over the last decade, more and more experts have come to the fore to offer their opinions, advice, and anecdotes to serve as a guide for others. Whether you’re looking for CX inspiration or practical tools you can implement today, we’ve got you covered.

Customer Experience 8

Customer Experience Entertainment CX NPS 8