Customer Bliss
DECEMBER 6, 2018
In this past year alone, I’ve had conversations with quite a few leaders in this industry who are working extremely hard to improve CX within their organizations. Next, Alvin outsourced a company to analyze data from behavioral experience and NPS research. Year two was about diving deeper into the analytics. About Alvin Stokes.
Experience Investigators
OCTOBER 17, 2023
Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.
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Execs In The Know
MAY 6, 2022
She spoke about how Frontier improved NPS by 30 points as her team learned the common language of “speaking customer.” At the EITK event in Clearwater, Jen Johnson from Frontier highlighted the need to listen to the customers and those supporting them every day.
Customer Bliss
DECEMBER 12, 2017
By understanding the CEO’s appetite for speed and investment, you can take this momentous #CX transformation and break it down into smaller tasks and projects with people who have passion and advocate for its success. Year 6+ – Introduction of NPS and internal marketing of success. Click To Tweet.
CX Journey
FEBRUARY 12, 2015
In both cases, you find that NPS/satisfaction doesn''t strongly correlate with revenue or SOW increases, as hoped. Asking current customers to rate your performance yields important insights, making it possible to uncover key drivers of satisfaction, NPS, or loyalty - whatever your metric, the insights are both helpful and necessary.
Execs In The Know
OCTOBER 30, 2022
Keynote: FTD’s Digital CX Transformation Amidst a Challenging Backdrop. Throughout his keynote, John McCahan, Vice President, Customer Care at FTD, brought the first day to a close with an engaging, honest look at how the brand went from filing bankruptcy to: 183% NPS improvement. 40% reduction in refunds. Their strategic plan?
Qualtrics
JUNE 20, 2019
The person in charge is James Scutt, a former chef who’s bringing some of the lessons learned in the kitchen to bear on Post Office’s nationwide CX transformation. So there’s only so far we can go with centralized efforts to improve CX – it’s mission critical we give ownership to the branch itself.
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