Execs In The Know

JANUARY 26, 2024

Customer issues that take multiple contacts to resolve cost more and result in lower satisfaction levels. Resting Heartbeat of Satisfaction An often overlooked aspect of the customer experience is the “resting heartbeat of satisfaction,” a concept introduced by COPC Inc. the NPS was +20.

Net Promoter Score 52

Net Promoter Score Key Driver Analysis NPS Contact Center 52

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

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

OCTOBER 12, 2022

Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Accordingly, Costs to Serve are minimized.

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

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

Waypoint Group

MARCH 20, 2019

But they aren’t likely to take your word for it: In the absence of data organizations are attacked by the HiPPOs – Highest Paid Person’s Opinion – which is generally based on limited views of the end-to-end customer experience and anecdotes from a handful of contacts. But why should your customers provide feedback?

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40

Qualtrics

SEPTEMBER 24, 2019

The best platforms today have analytical tools built in that perform complex statistical analysis at the click of a button. Key driver analysis. Predictive analysis. These statistical analysis tools are the difference between having ‘data’ and having ‘insights.’. Qualitative data analysis.

Artificial Intelligence 20

Artificial Intelligence Key Driver Analysis Start-ups Text Analytics 20