Lumoa

FEBRUARY 9, 2023

Actions include short- and long-term follow-ups. As short-term actions, you should be able to follow up with each individual responder, especially taking care of critical comments. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers. Why is NPS ® going up or down?

Net Promoter Score 178

Net Promoter Score Customer Experience B2C Social Media 178

Execs In The Know

AUGUST 26, 2021

In setting up the conversation about omnichannel, it’s important to level-set on exactly what omnichannel is. One of the critical metrics Randy touched on in discussing DISH Network’s approach to omnichannel was Customer Experience Minutes (CXM). What is Omnichannel? From Key Measurements to Tackling New (and Existing) Challenges.

Omnichannel 98

Omnichannel CXM Net Promoter Score Artificial Intelligence 98

Experience Investigators

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s why it’s up to CX leaders like you to share the right information with your CEO. . Crazy, right? . It’s literally a win/win.

Customer Experience 136

Customer Experience CXM Net Promoter Score Customer Experience Management 136

Lumoa

JULY 21, 2022

Before delving any deeper, let’s take a moment to define telecom customer experience management (CEM or CXM) and how brands in this industry have historically performed. Statistics like net promoter score (NPS) and churn rate are a great place to start, but you should identify in-depth insights that give you more actionable data. .

Customer Experience 94

Customer Experience CXM CEM Net Promoter Score 94

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 114

Net Promoter Score Customer Experience B2C CEM 114

Lumoa

MARCH 20, 2018

So let’s start! Actions include are short- and long-term follow-up. As short-term actions, you should be able to follow-up each individual responder, especially taking care of critical comments. In both cases follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 64

Net Promoter Score Customer Experience B2C CEM 64

Experience Investigators

AUGUST 9, 2022

But here’s the reality: many customer experience programs are set up as reactive, ill-defined, tactics that are not connected to a larger strategy. CX leaders must stand up and ask for more clarity, or create it themselves and communicate up and out throughout the organization if that’s what it takes. A strategy.

CX 52

CX Net Promoter Score CXM Customer Journey Map 52