Experience Investigators

MARCH 5, 2024

And busting up those silos and removing those hurdles is better for employees AND customers!) Employee turnover often hurts CX metrics including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) — as well as the organization’s bottom line.

Customer Experience 94

Customer Experience Net Promoter Score Customer Journey Map CX 94

Totango

AUGUST 11, 2022

You can set up your customer success platform to trigger feedback surveys like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) surveys. You then can segment your email list to reach out to these customers.

Net Promoter Score 106

Net Promoter Score Social Media Customer Journey Map Customer Relationship 106

Experience Investigators

JULY 6, 2021

The charter is a brief document to align the vision, purpose, responsibilities and roles for achieving customer experience success. How can you prioritize customer experience efforts in a way that’s fair and aligned with your overall goals? Future-focused strategic initiatives requiring customer journey improvements or changes.

CX 130

CX Net Promoter Score Government NPS 130

ClearAction

JANUARY 6, 2021

But the nature of customer experience is long-horizon, not instantaneous. Relationship strength is your aim for recurring ROI on your customer experience efforts. Is the passion and longevity of Detractors’ negative word-of-mouth a one-for-one trade for that of Promoters’ positive word-of-mouth?

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77