ClearAction

NOVEMBER 11, 2022

Gains from gratitude in your CX strategy are even greater: Lifetime value mindset in getting and keeping customers : Start out by expressing CX ratings and behaviors in terms of the costs or revenue represented. Your resources are freed-up from value-rescuing to value-creating.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

ClearAction

OCTOBER 12, 2022

Like concentric circles, or a Russian doll, start with Earnings per Share and work backward. They track the efficiency and effectiveness of making up for things going wrong. When you prevent recurrence of CX+EX+PX pain for the key driver, you’re creating XM Annuities ! So, what’s the solution?

Key Driver Analysis 62

Key Driver Analysis Non-Profits Net Promoter Score NPS 62

ClearAction

JANUARY 6, 2021

2) Start picturing customer experience holistically. 5) Start seeing customer experience as “the hand that feeds you” This is success-promoting because it reflects the reality that salaries, budgets and dividends come from customers who are pleased with their perceptions-versus-expectations equation.

Customer Experience 77

Customer Experience Net Promoter Score VOC Key Driver Analysis 77

ClearAction

FEBRUARY 4, 2020

You can see evidence of this in Forrester’s analysis 1 , where they found that stock price for customer experience (CX) leaders grew 34%, in comparison to 5% for CX laggards and 20% for the S&P 500 during the same time period. This is likely due to customers’ expectations rising faster than companies can keep up.

Customer Experience 62

Customer Experience Non-Profits Key Driver Analysis CX 62

ClearAction

JANUARY 12, 2022

Shortcuts in the quest for quarterly gains have ratcheted up silos and waste. Differentiate your business by near-100% performance among your core growth customers, as a start, in predictability and reliability. 6 However, for the past three years, best performers in customer experience top-out below 75 on a 100-point index.

Government 62

Government Net Promoter Score Key Driver Analysis Innovation 62

Waypoint Group

AUGUST 1, 2018

Sadly, most companies seem to think they know better, coming up with solutions to problems that may or may-not be the top priorities (or may not even exist). Key-driver analysis becomes critical here. An Insight-to-Action process drives ROI, starting with candid DIALOGS centered on your customers’ needs.

Net Promoter Score 56

Net Promoter Score Close the Loop Key Driver Analysis NPS 56

Waypoint Group

MARCH 20, 2019

Screenshot of TopBox Account XRay, showing breadth, depth, and sentiment of key contacts in an account. Let’s start with the 2 key drivers of churn that we want to manage: CHALLENGE: Loss of an executive sponsor or champion opens opportunities for competitors in the account, or for the program that you support to be canceled entirely.

Key Driver Analysis 40

Key Driver Analysis Customer Feedback Start-ups Actionable Insights 40