Steven Van Belleghem

MAY 29, 2022

And yet Centraal Beheer was able to turn that feeling completely around (their NPS is insane compared to other industry players) with some super-useful services. More traditional companies like Walmart are experimenting with it as well, looking into their own currency, creating metaverse shopping experiences or looking into digital sports.

CX 120

CX Non-Profits Social Media Pharmaceutical 120

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Interestingly, Employee Experience or Partner Experience can be substituted for CX below. Experience Management (XM) encompasses CX + EX + PX. So, what’s the solution?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

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.

CX Transformation 72

CX Transformation CX NPS Entertainment 72

Lumoa

FEBRUARY 6, 2018

If your business isn’t interested in CX then it’s effectively saying “we don’t care who buys our product, as long as somebody does” – this WILL find you out in today’s connected, empowered world. That few seem to understand that CX is a long term programme of transformation that cannot be measured in 12 week quarterly financials.

CX 129

CX Customer Experience Education Machine Learning 129

Execs In The Know

APRIL 8, 2022

This change has since yielded a more responsive, more consistent customer care experience, along with improved performance across several key metrics like average speed of answer, customer satisfaction (CSAT), and Net Promoter Score (NPS). How Fanatics Activated Its CX Data Superpowers.

Net Promoter Score 98

Net Promoter Score Contact Center Sports CX Transformation 98

CSAT.AI

AUGUST 3, 2022

They have inspired the world so much that what started as a children’s building toy has evolved into an international adult sporting competition. They created an NPS range of -100 to 100 to gauge where the top 100 companies landed in their final list. Lego doesn’t just have customers, they have collectors and even competitors.

Entertainment 102

Entertainment Sports Innovation Gaming 102

Experience Investigators

DECEMBER 8, 2020

Five CX Questions to Help You Reflect: 1. Beyond identifying your CX goals, it’s important to be able to weigh the importance of each as well. CX has to be related to business outcomes. Did a higher Net Promoter Score (NPS) lead to an increase in retention ? Customer experience is a team sport.

Customer Experience 119

Customer Experience Net Promoter Score Close the Loop CX 119

Fonolo

JULY 5, 2023

cx #BrandPerception Click To Tweet Level of Service: How you treat your customers pre- and post-sale plays a large part in whether they come back. And things like sponsoring sporting events form associations in consumers’ minds. Remember that the customer experience doesn't end when you make the sale.

Social Media 104

Social Media Sports Customer Satisfaction Net Promoter Score 104

ClearAction

DECEMBER 16, 2017

Imagine your company as a sports team, such as volleyball, soccer, hockey or football: do you truly pull together, have one another’s backs, share opportunities and show your opponents and fans you’re a well-oiled machine? Regardless of your awesome VoC, CRM, UX, DX, CS, NPS, etc., What is Customer Experience Collaboration?

Customer Experience 89

Customer Experience Sports Non-Profits Gaming 89

Lumoa

OCTOBER 31, 2018

We talked with the leading customer experience experts to find out what CX professionals should pay attention in the coming years. “CX CX transformation is no longer a nice-to-have, it's a necessity” – states Forrester , one of the most influential research and advisory firms in the world. 2018 will be the year of CX and AI.?

CX 64

CX Customer Experience Machine Learning Artificial Intelligence 64

Zendesk

AUGUST 22, 2023

Businesses that focus on delivering exceptional customer experiences and service are more likely to drive significant growth than those who don’t—a great product and great CX are the two key ingredients that make customers come back. If you do both well, you’ll see positive changes in metrics like retention, churn, and NPS.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

Totango

AUGUST 21, 2020

Customer success focuses on the customer journey as a whole and puts CX into the context of the customer’s overall needs and business goals. These engagements are triggered by customer behavior, such as by a drop in product use or slow adoption after onboarding, or by events like opening a support ticket or a response to an NPS score.

NPS 78

NPS Sports Customer Retention Sales 78

ClearAction

JANUARY 6, 2021

Another interesting thing about this list of obvious CX excellence needs is it’s not necessarily in the average customer experience manager’s scope of control or influence. 9) Stop seeing NPS as your sure-win. The 2020s decade is clobbering us over the head with the urgent realization of these essentials.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

Customer Bliss

AUGUST 9, 2018

The video feedback was one of the first steps in reshaping how the customer experience was viewed, but to truly have a catalyst for the CX program and drive culture change, Daniel and Elizabeth decided to create a customer room. Customer Room goals: Educational space for employees. A display of how everything is measured (Net promoter score).

Customer Experience 70

Customer Experience Net Promoter Score Sports Manufacturing 70

SurveySensum

JULY 20, 2023

Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods. With SurveySensum you can: Create NPS, CSAT, and CES surveys in a matter of minutes. This helps you better understand your customers and allows you to make informed decisions in improving the CX.

Retail 52

Retail Customer Feedback CX Social Media 52

CX Journey

DECEMBER 11, 2014

Most companies look at the overall score for NPS or CSAT, but paying attention to the rate of silent accounts can be far more compelling in the overall health of your customer relationships. Previous clients include the British Virgin Islands, Nickelodeon Family Suites (Orlando), Kiva.org, GAGA Sports, and SF Office of Small Business.

B2B 62

B2B VOC Start-ups Sports 62

ClearAction

NOVEMBER 16, 2023

Let’s look at a sports analogy for enlightenment. When you’re mature in a sport, it means increased motor skills, strength, power, and in many cases, reduced risk of injury. For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them.

VOC 62

VOC B2B Close the Loop Non-Profits 62

Fonolo

AUGUST 4, 2020

Things like sponsoring sporting events form associations in consumers’ minds; RedBull has cemented its place as an ‘Xtreme Sports’ brand very effectively over the last decade. And cozying up to a sports team or an ‘influencer’ in your niche can quickly win you fans of your own by proxy.

Social Media 120

Social Media Sports Net Promoter Score Customer Satisfaction 120

ClearAction

OCTOBER 1, 2018

The future of customer experience (CX) is sure to be influenced by artificial intelligence, digitalization, the sharing economy, generational preferences, cross-pollinated expectations and much more. The future is urgently calling for us to shift to company-wide alignment with CX. Here’s why: CXM Status Quo.

CXM 63

CXM VOC Customer Experience Artificial Intelligence 63

Lumoa

JUNE 26, 2023

Net Promoter Score – NPS 2. Consider a customer looking to buy sports shoes from a popular brand. Net Promoter Score – NPS Net Promoter Score determines customer satisfaction by determining how likely they are to promote your brand among their peers. NPS uses a single-question survey with a scale of 1-10.

Omnichannel 83

Omnichannel Net Promoter Score Customer Experience Social Media 83

Qualtrics

APRIL 14, 2021

Business, sales and marketing leaders are embracing B2B CX programs to optimize customer experience, but it’s not easy. We explore 6 successful B2B CX examples to share what you can do in your company. The benefits of a great B2B CX program can be reduced churn and increased business growth. B2B businesses are different.

B2B 26

B2B Close the Loop CX B2C 26