Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

MAY 23, 2019

Here are just a few ways collaboration is what’s next in customer experience, whether or not your organization is ready for it! Customer Focus Means Cooperation, Even with Competition. Many of those we consider competitors have realized to serve customers, they must cooperate. Customer Focus Means Focusing on Diversity.

Insights 40

Insights Net Promoter Score Social Media Events 40

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

ShepHyken

MARCH 24, 2021

Call it customer satisfaction, customer happiness, or anything you want. As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). Both give you an idea of how happy the customer is. The important idea to remember is that we’re looking at ratings.

Measurement 160

Measurement Net Promoter Score Customer Satisfaction Books 160

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

eglobalis

OCTOBER 1, 2024

When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Beyond Philosophy

OCTOBER 6, 2014

Whatever the case is for your organization right now, I can tell you this: The most Customer-centric organizations have quite different answers than the majority of companies. When we look at the answers, we often determine whether a company is more Customer-focused or more product or internally focused.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

ShepHyken

MARCH 17, 2020

Customer Value is Company Value. How to Drive Value and Become Customer-Focused. Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Culture 113

Beyond Philosophy

NOVEMBER 18, 2014

Or they might have several channels that interact with Customers, but they are separate and many times conflicting. What channels are available to Customers and how are they selected? Companies that lack a Customer focus often only have one channel they dictate the Customer uses.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

ShepHyken

MAY 10, 2021

(Harvard Business Review) The most common methods of tracking customer sentiments have a big blind spot: They can’t pick up on important emotional responses. As a result, qualitative surveys, like Net Promoter Score, end up missing critically important feedback. Follow on Twitter: @Hyken.

2021 161

2021 Article Customer Service Net Promoter Score 161

ShepHyken

OCTOBER 29, 2018

I’m a big fan of NPS (Net Promoter Score) to measure customer satisfaction. 20 Strategies for Creating a Seamless Customer Service Experience b y Alan Finlay. Matt Dixon shares some of the details behind T-Mobile’s focus on winning back its reputation using customer service as the catalyst.

Net Promoter Score 110

Net Promoter Score Article Customer Service 2018 110

ShepHyken

APRIL 9, 2018

Net Promoter Score® 101: The Complete Guide by Anna Pogrebniak. My Comment: We close out this week’s “Top Five” list not with an article, but a comprehensive guide to understanding Net Promoter Score (NPS). Yet, they all – or at least should – drive repeat business.)

Net Promoter Score 95

Net Promoter Score Article 2018 Customer Service 95

InMoment XI

SEPTEMBER 17, 2024

These principles are an example of what the principles of customer journey could look like in your organization. The exact principles you choose will depend on your business and the journey you build for your customers. What Are the Customer Journey Phases?

Customer Journey 195

Customer Journey Customer Journey Mapping Net Promoter Score 2024 195

Beyond Philosophy

OCTOBER 28, 2014

Overlook this, however, and you are not likely to end up with the Customer focus you seek. This post is the second in a series of nine posts looking at the different parts of the organization contributing to Customer Centricity. Naïve companies are the least customer-focused and Natural companies are the most customer-focused.

Customer Experience 120

Customer Experience Net Promoter Score CEM Customer Centricity 120

Think Customers

NOVEMBER 3, 2015

And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effort Score and First Contact Resolution risen through the ranks.

Contact Center 88

Contact Center Customer Centricity Metrics Net Promoter Score 88

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

InMoment XI

JULY 23, 2024

Highlighting real-life examples of satisfied customers can demonstrate your commitment to delivering excellent service and encourage potential customers to choose your brand. By implementing these best practices, you can create a top-tier ecommerce customer experience that drives customer loyalty, satisfaction, and business growth.

E Commerce 195

E Commerce Measurement Customer Experience E-support 195

Beyond Philosophy

OCTOBER 31, 2016

Although it might have been interesting to read how many different ways customers could tell Wells Fargo where to go! An essential step to creating a customer-focused culture is to change your Key Performance Indicators (KPIs). If they want to change the culture, they need to change the KPIs to reflect their goals.

Net Promoter Score 0

Net Promoter Score Banking Culture 2016 0

CX University

SEPTEMBER 30, 2024

.” About CX University: CX University is a global leader in online Customer Experience education, and was given the 2022 Impact Award for its global influence on CX practices. Since 2015, CX University has been dedicated to developing experience makers and growing the discipline of Customer Experience worldwide.

Net Promoter Score 114

Net Promoter Score Customer Experience 2003 2022 114

Beyond Philosophy

JUNE 26, 2015

Many companies aren’t convinced putting the Customer first is the right thing to do. With many clients we consult, a senior manager asks for a business case showing numbers to justify having more of a Customer focus before they go down that track. They have consistently raised their Net Promoter score and held it there.

Net Promoter Score 151

Net Promoter Score Customer Centricity Culture Webinar 151

InMoment XI

OCTOBER 8, 2024

By creating an omnichannel experience, you make it easier for your customers to interact with your brand how they want to, which will improve their experience. Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

ShepHyken

AUGUST 8, 2016

The Star Wars Guide to Net Promote Score by Paul Campillo. TypeForm) Customers may not betray you like Anakin, but when your best customer decides to leave your business for good, wouldn’t it be nice if they told you why? Fonolo) Are voice interactions becoming a smaller part of the customer service picture?

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

ShepHyken

DECEMBER 3, 2021

Voice of Customer. Next, the company began an evaluation process of the customer experience from their perspective through a variety of initiatives. . Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback .

Customer Experience 146

Customer Experience Net Promoter Score 2021 Transportation 146

ShepHyken

SEPTEMBER 6, 2021

(CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. And, they won’t spam you.

2021 27

2021 Article Customer Service Net Promoter Score 27

ShepHyken

JULY 31, 2017

(NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Sit tight and enjoy the ride!

2017 0

2017 Article Net Promoter Score Customer Service 0

ShepHyken

FEBRUARY 7, 2022

The 7 Steps You Need To Improve Your Net Promoter Score by Adam Ramshaw. Genroe) If you want to improve your Net Promoter Score you need more than a great NPS measurement process. My Comment: NPS (Net Promotor Score) is one of my favorite metrics. It’s a nice take on being authentic.

Net Promoter Score 15

Net Promoter Score Article 2022 2030 15

Oracle

APRIL 19, 2019

These are all examples of metrics, but when it comes to customer experience, it can be confusing because there are many different types of metrics out there. I have three metrics to recommend, they’re simple but critical to running a successful customer experience-focused company.

Metrics 84

Metrics Net Promoter Score Customer Experience 2003 84

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. It’s not enough to simply create a slogan and hope that it resonates with your employees and customers. . “It’s all about the people.” Howard Schultz (Starbucks, CEO).

Customer Experience 143

Customer Experience Net Promoter Score 2007 Customer Centricity 143

ShepHyken

NOVEMBER 21, 2016

In this guide, we will not only explain the statistical side of Net Promoter, but also how to do driver analysis with simple math that doesn’t require any statistical knowledge. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). For information contact or www.hyken.com.

2016 119

2016 Article Social Media Net Promoter Score 119

CustomerSuccessBox

AUGUST 31, 2021

So, when an issue comes up multiple times, you know it’s bothering a large part of your customer base. Additionally, surveys like the Net Promoter Score (NPS) or customer satisfaction score (CSAT) are great sources of product feedback. And to get there, customer engagement is the only way forward.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. ” But instead, in 2019, things changed.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. This is a question I get all the time.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

ShepHyken

JUNE 27, 2016

This line from the article articulates this perfectly: In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products. It’s defined by interactions between brand and customers. For information contact or www.hyken.com.

2016 74

2016 Net Promoter Score Article Customer Service 74

InMoment XI

OCTOBER 4, 2024

Let’s look at a few examples of how businesses put CXM into practice: An online sports watch retailer enables omnichannel support to let customers interact with them via Instagram, email, and live support chat. The options make it easier for customers to voice their suggestions or complaints. Digital Web Solutions. Porch Group Media.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

InMoment XI

SEPTEMBER 25, 2024

The Net Promoter Score (NPS) is an essential measurement for the company. By teaming with InMoment, Tough Mudder is able to report Net Promoter Scores and review participant feedback within a week of every event. million global participants.

Insights 195

Insights Social Media Net Promoter Score Events 195

Beyond Philosophy

OCTOBER 8, 2014

Competition is great for Customer Experience. The more options there are for mobile payments, the less tolerant Customers are for providers that lack Customer-focus, forcing all the providers to improve their Customer Experience.

Net Promoter Score 110

Net Promoter Score Customer Centricity Social Media CEM 110