Customer Service Mystery Shopper Net Promoter Score Start-ups 
CX Journey
APRIL 7, 2016
Ron and I have been working on this topic for many years and are happy to report that the April issue of Harvard Business Review picked up our ideas and published a short piece in the Idea Watch section in the April 2016 issue. They are: Rule #1: Don’t start with customer-facing employees. If the customer says X, respond with Y.”)
InteractionMetrics
SEPTEMBER 17, 2019
Essentially, my rep is pushing for the answers he wants his higher ups to see. It doesn’t matter that I find my rep rude, I’ll give him a top score to stay on his good side and get the best pricing. But is the point of the survey for customers to get good pricing? Let’s get started! Bad Data from the Start.
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InteractionMetrics
SEPTEMBER 17, 2019
Essentially, my rep is pushing for the answers he wants his higher ups to see. It doesn’t matter that I find my rep rude, I’ll give him a top score to stay on his good side and get the best pricing. But is the point of the survey for customers to get good pricing? Let’s get started! Bad Data from the Start.
Comm100
AUGUST 21, 2018
The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.
Comm100
AUGUST 21, 2018
The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.
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