CX Journey

MARCH 13, 2019

In the Annual Global State of CX Report, Mark Gubbins, Business Performance & Insight Manager at British Airways, pointed to the driver model the airline developed from customer feedback. References to historical improvements in NPS can be useful to rationalise investments. The model ".uses

Customer Experience 60

Customer Experience NPS Pharmaceutical Text Analytics 60

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Legal 81

Legal CX Business Administration Touchpoint 81

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

CX Journey

MARCH 13, 2019

In the Annual Global State of CX Report, Mark Gubbins, Business Performance & Insight Manager at British Airways, pointed to the driver model the airline developed from customer feedback. References to historical improvements in NPS can be useful to rationalise investments. The model ".uses

Customer Experience 32

Customer Experience NPS Pharmaceutical Text Analytics 32

Steven Van Belleghem

DECEMBER 6, 2021

When customers interact with the companies and brands they do business with, they expect knowledgeable employees, friendly employees, easy access to help/support when needed, fast response when communicating, and an easy/frictionless experience. Jeannie Walters, Customer Experience Speaker, Podcast Host & Consultant.

CX 123

CX Customer Experience Non-Profits Social Media 123

ECXO

APRIL 2, 2023

These days there are numerous ways in which information technology is crucial to many organizations from business to education to health to finance and more. Although there isn’t a single CX framework, most if not all will subscribe to the fundamental importance of listening and acting on customer feedback, also known as Closing the Loop.

Close the Loop 128

Close the Loop CX Net Promoter Score Sentiment Analysis 128

ECXO

APRIL 2, 2023

These days there are numerous ways in which information technology is crucial to many organizations from business to education to health to finance and more. Although there isn’t a single CX framework, most if not all will subscribe to the fundamental importance of listening and acting on customer feedback, also known as Closing the Loop.

Close the Loop 98

Close the Loop Customer Experience Net Promoter Score Sentiment Analysis 98

SurveySensum

JULY 12, 2023

What if the next customer doesn’t put the code to check and exits the store dissatisfied? With customer feedback retail surveys. Customers go through various interactions during their shopping journey. In the above example, you are already asking your customers how delightful it was talking to your representative.

Double-Barreled Question 52

Double-Barreled Question Retail Customer Feedback Net Promoter Score 52

SurveySensum

JULY 12, 2023

What if the next customer doesn’t put the code to check and exits the store dissatisfied? With customer feedback retail surveys. Customers go through various interactions during their shopping journey. In the above example, you are already asking your customers how delightful it was talking to your representative.

Double-Barreled Question 52

Double-Barreled Question Retail Customer Feedback Net Promoter Score 52

Lumoa

JUNE 26, 2023

In fact, several companies, ranging from media to finance, are already investing in an omnichannel customer experience to boost their sales and revenue. Net Promoter Score – NPS 2. Customer Satisfaction Score – CSAT 3. Customer Effort Score – CES 4.

Omnichannel 83

Omnichannel Net Promoter Score Customer Experience Social Media 83

Confirmit

DECEMBER 5, 2018

A dedication to hire the right team members (often called CSM’s - Customer Success Managers), committed to delivering success for their customers first and foremost. A culture of empowerment within an organization with access to the right information, in real time, including customer feedback and financial history.

Touchpoint 40

Touchpoint Net Promoter Score Social Media Voice of the Customer 40

SurveySensum

FEBRUARY 18, 2022

That’s why it is important to always have a proper data analysis plan after gathering feedback. Let’s say you are a restaurant owner and you recently conducted a customer feedback survey asking for new options for the new menu. . They are disappointed to see the new menu and their feedback is just lying around.

Sentiment Analysis 52

Sentiment Analysis NPS Customer Feedback CX 52

Lumoa

JUNE 28, 2018

Customer-centricity is one of the core values of HubSpot. Customer experience touches every aspect of company’s work including the back-office functions: HR, legal and finance. "At You might want to check the culture book of HubSpot, as it just concludes and confirmed customer-centricity from the operations deep inside.

NPS 64

NPS Net Promoter Score Touchpoint Customer Feedback 64