CSAT.AI

MARCH 24, 2021

Even back in 2012 The New York Times did an article on the fraying of customer patience over surveys. I know someone who after having a harrowing series of medical tests over a single six hour period was hit with a survey when leaving the hospital. They found that “only 9% of people take time to answer long surveys thoughtfully.

NPS 59

NPS Net Promoter Score Hospitality Hospitality 59

SurveySensum

JULY 14, 2020

With almost 30 years in the customer experience domain, Annette Franz, CCXP is the Founder and CEO of CX Journey Inc. She is also the 2020 CXPA Board Chair and an Advisory Board Member for CX@UCI. A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. who, as one of the world’s leading CX analysts, is always a welcome addition to an event. Bain & Company, Inc., and Fred Reichheld.

B2B 40

B2B Net Promoter Score VOC NPS 40

Shep Hyken

SEPTEMBER 6, 2021

Wall Street Journal) Staff members at the George Eliot Hospital in the English town of Nuneaton are used to the sight of flowers being delivered to patients. This is the kind of thing that creates CX legends. A Look at Customer Effort Score and How It Can Help Build Better CX by Dom Nicastro. You’ll smile.

Customer Service 24

Customer Service Net Promoter Score Contact Center Retail 24