Beyond Philosophy

MAY 31, 2016

When examining the leverage employees can exert on customer states of mind, a few companies have learned that employees loyal to the company are also loyal to its brands—and are more likely to act as ambassadors in creating customer commitment and advocacy. The figure below illustrates their findings.

Customer advocacy 279

Customer advocacy Chief Customer Officer Employee engagement Consulting 279

Netomi

JANUARY 5, 2022

Her areas of expertise include market research, program management, marketing, instructional design, and training. Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Peter Lavers Customer Experience and CRM Expert. I'm also concerned about a) it's a poor diagnostic, b) it turns a customer's story into a number, and c) that the arguments for Customer Effort Score also have merit.

Consulting 135

Consulting Consulting Metrics Feedback 135