Blog Culture Customer Experience Professionals Net Promoter Score 
Lumoa
OCTOBER 24, 2023
Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.
Experience Investigators by 360Connext
JUNE 1, 2017
It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.
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ijgolding
MARCH 27, 2018
In pledging to my campaign, five wonderful people were rewarded with an interview feature on my blog – what you are reading is the fourth of the five (you can read the first – an interview with James Dodkins – here ; the second with Chris Brown – here ; and the third with Kathy van de Laar – here ).
Beyond Philosophy
MARCH 19, 2020
Moreover, Forrester said that one in four people in the Customer Experience industry would lose their jobs this year. We realized that we needed to make a more reliable connection between how having a customer-centric culture that puts the customers’ needs first leads to customer-driven growth.
Beyond Philosophy
OCTOBER 6, 2014
Enlightened: Enlightened organizations recognize how important the emotional aspects of their experience are for their Customers and have identified what emotions they want to evoke during their experience. This is the first in a series of blogs where we are looking at each of the nine areas of the Customer Experience.
Lumoa
JANUARY 19, 2023
Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. Ratings from 9-10 are considered “Promoters,” 7-8 are “Passives,” and 0-6 are “Detractors.”
PeopleMetrics
MAY 30, 2015
Customers are people, with needs to satisfy and problems to solve. As customer experience professionals , our job is to help them, so they’ll come back again. If we pay attention to each step, and show some heart, then we can build our businesses together, with our customers. Want More? Keep up the good fight.
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