Beyond Philosophy

NOVEMBER 9, 2016

The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Beyond Philosophy

AUGUST 31, 2016

The emotional, irrational side of a Customer Experience is important for every member of your team to believe, from top to bottom. This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. How to Measure Customer Emotions. 3 Critical Change Management Steps.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

NOVEMBER 8, 2017

Customer satisfaction is a lot like Maximus. Though severely injured (like Maximus before killing Commodus) as a concept and metric, there are those who, perhaps with the best of intentions, are endeavoring to keep satisfaction alive. It’s a result or an outcome, rather than an emotional driver. You simply won’t…die.”

Consulting 150

Consulting Consulting B2B Metrics 150

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. However, the NPS score as a metric has plateaued for many organizations. The NPS is a great metric, but it is limited.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. However, the NPS score as a metric has plateaued for many organizations. The NPS is a great metric, but it is limited.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Clarabridge

SEPTEMBER 21, 2017

This post was originally published on Smith+Co Consultancy’s blog. . For better or worse ‘Customer Experience’ has become one of the most talked about fads in business circles. NONE of these metrics instils a ‘customer experience’ mind-set. By: Brownell O’Connor, Contact Centre Expert, Smith + Co. .

Average Handle Time 45

Average Handle Time Metrics Customer emotions Consulting 45