Lumoa

JANUARY 31, 2023

Customer experience management brings discipline to this somewhat vague and soft area: by establishing a systematic process for collecting, analyzing, and acting on customer feedback, you’ll be able to improve customer experience altogether. In This Article: Why do you need Customer Experience Management?

Customer Experience 176

Customer Experience NPS Touchpoint Close the Loop 176

Intercom

OCTOBER 4, 2023

An obsessive commitment to creating a great customer experience is a good first step, but that will only get you so far without one crucial ingredient: rigorous reporting on key customer service metrics. Support teams are very cognizant of keeping a pulse on customer satisfaction as they lean more heavily on AI bots.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

PeopleMetrics

OCTOBER 25, 2017

It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Time to set new customer experience goals.

CEM 122

CEM Customer Experience VOC Scorecard 122

ClearAction

APRIL 3, 2015

What is happening with employees is what will be reflected to customers: use #VoE as window to CX realities. If employee engagement is high and customer satisfaction is low, then you know you’ve got troubles. You must have alignment between your actual candidate experience and your desired customer experience.

Customer Experience 121

Customer Experience VOE Scorecard Government 121

Lumoa

FEBRUARY 20, 2018

Customer experience matters across all the channels and all the touchpoints of customer journey. Customer experience management, if done properly, will result in better business KPIs, incl. customer churn and retention, higher advocacy and finally revenue. Voice of the customer: where to start?

Customer Experience 150

Customer Experience NPS Touchpoint Net Promoter Score 150

Qualtrics

JANUARY 22, 2019

In each post, we’ll feature highlights from a conversation with a Customer Experience thought leader on creating a world-class customer experience, empowering employees to take action, elevating the voice of the customer and so much more. I wanted a role that was core to what we do at Amex.

Scorecard 33

Scorecard Compliance CX Customer Satisfaction 33

Totango

OCTOBER 8, 2020

Listening to your customers and being able to iterate and pivot quickly is the key to retaining their business during uncertain times. You can increase your sensitivity to your customer needs by: Prioritizing Voice of the Customer (VoC) information. Monitoring customer scorecards for trends.

Customer Retention 63

Customer Retention Scorecard B2B VOC 63