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

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

Waypoint Group

APRIL 13, 2022

We KNOW that surveys without action do more harm than good , so best to align with your vendor on success measures from the start. Why it matters: What am I really signing up for — How big is the lift and do I have resources that can take this on? Are they talking about durations (“Up and running in 1 day!”)?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40