Beyond Philosophy

JANUARY 2, 2019

I recently read two pieces of research about Customer Experience that worried me. The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. The Seven Reasons Customer Experience is Dying.

Net Promoter Score 156

Net Promoter Score Customer Experience CX Hospitality 156

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. For example, we did Emotional Signature research for a hospital system.

CX 151

CX Net Promoter Score Hospitality Hospitality 151

Execs In The Know

MAY 4, 2023

In a recent conversation with April Obersteller, Director of Global Experience at woom, she shared how the brand approaches employee experience (EX) and customer experience (CX), its strategy for connecting with customers, and the “Magic Moments” that set children up for a lifetime of happy cycling.

Net Promoter Score 98

Net Promoter Score Artificial Intelligence Text Analytics CX 98

Zendesk

MAY 17, 2022

Knowledge is power—especially when you’re looking to improve your customer experience. According to the Zendesk Customer Experience Trends Report 2022 , customer engagement is up 14 percent compared to last year. CSAT vs. Customer Effort Score (CES) vs. Net Promoter Score® (NPS).

Customer Satisfaction 98

Customer Satisfaction NPS Net Promoter Score Retail 98

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

SugarCRM

SEPTEMBER 5, 2019

Subtract the percentage of detractors from the promoters. For instance, an NPS survey shows 50% of your customers are promoters, and 20% are detractors. Your NPS score is 30 (50%-20% = 30). What is a good Net Promoter Score? NPS scores range between -100 and +100. Professional Services: 58.

NPS 30

NPS Net Promoter Score Transportation Hospitality 30

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