Lumoa

FEBRUARY 9, 2023

Secure the support of the C-suite executives since Forrester stated “ Every successful transformation we studied began with a customer experience epiphany by a CEO or COO.” ” Build a cross-functional CX team: get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

Secure the support of the C-suite executives since Forrester stated " Every successful transformation we studied began with a customer experience epiphany by a CEO or COO." Build a cross-functional CX team : get the key players from the whole company (chief executives, heads of departments) onboard CX transformation.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

PeopleMetrics

NOVEMBER 1, 2022

Negative word of mouth can harm a bank’s net promoter score and lead to reductions in customer acquisition as well as retention issues, due to losing the customers making the initial complaints. Financial organizations that have completed a CX project have seen noted improvements in their customer ratings and revenue.

Customer Experience 62

Customer Experience CX Net Promoter Score Omnichannel 62

SurveySensum

JULY 14, 2020

Additionally, she is an Adjunct Faculty at the Rutgers executive education MBA program, Contributor of the Forbes, Harvard Business Review and Hemispheres Magazine, and Host of the podcast The Modern Customer Podcast and The Be Your Own Boss. LinkedIn : [link]. Ian Golding – Customer Experience Consultant, Speaker, Author, Blogger.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Customer Bliss

OCTOBER 17, 2017

Educating customers and front-line employees on self-service. Some good discussion throughout about Net Promoter Score (NPS) and why Comcast adopted it wholeheartedly. They ran a trial market in Portland, Oregon and some tests of SMS communication. How does the control get into the customers’ hands? Automation.

Net Promoter Score 23

Net Promoter Score Customer Experience NPS CX 23