It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Best Practices Customer Feedback Net Promoter Score

Amazing Business Radio: Martha Brooke

ShepHyken

About : Martha Brooke founded Interaction Metrics in 2004 with the mission of dramatically improving the customer experience. Are Rating Systems Skewed? How to Get the Most Out of Your Customer Feedback. Shep Hyken interviews Martha Brooke.

It’s time to stop giving people Net Promoter Score® targets

Genroe

Sudoko has it’s roots in 19th century French newspapers (yes really) and only became mainstream from 2004 when it started appearing, seemingly, everywhere. Actually, I’m not a fan of this puzzle and, after trying them a couple of times, I gave it away. However, plenty of people have invested a lot of time solving some […]. The post It’s time to stop giving people Net Promoter Score® targets appeared first on Genroe. Comments Dave, Thanks — glad you liked it.

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Convince Your Boss: It’s Time for Digital Transformation

Aspect

Blockbuster, who at its peak in 2004, had more than 9,000 stores in the U.S., In 2000, Netflix CEO Reed Hastings approached Blockbuster (who?) and asked for $50 million for the company he founded. **Spoiler Alert** Blockbuster declined. Today, Netflix is worth more than $60 Billion.

3 Important Things A Chatbot Can’t Do (But an IVA Can)

Founded in 2004, Interactions is. Chatbot 3 Important. Things a Chatbot. Can’t Do. But an IVA Can) Does not. compute. Chatbot As brands continue to focus on improving the customer. experience, incorporating automation into customer. interactions is becoming more and more important.

Women in Technology: Nominate Your Unsung Heroes!

Aspect

The biggest decline was in computer science, where women received 23% of bachelor’s degrees awarded in 2004 and just 18 % in 2014. This summer I have spent some time thinking through the definition of “women in technology”.

The Hidden Danger of Murky Buzzwords

Toister Performance Solutions

A 2004 study by Booz Allen and the Aspen Institute found that 90 percent of corporate values statements listed ethics or integrity. Years ago, a company hired me to conduct customer service training that showed employees how to align their service with the company's corporate values.

Blockchain Futurist Conference, Toronto - Pix, Thoughts and Larry King

Jon Arnold

For those of us who went through VoIP's growing pains, it's certainly 2004 redux, and the whole trajectory of this space feels eerily familiar. Kinda thought that last part would get your attention. What in the world does Larry King have to do with blockchain?

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Why is Service So Great at the USS Midway Museum?

Toister Performance Solutions

The decommissioned aircraft carrier has operated as a museum in San Diego since 2004. Let's start with a few facts about the USS Midway Museum. Visitors can explore the flight deck, crew quarters, and other areas of the ship while enjoying a self-guided audio tour narrated by Midway sailors.

Dustin Yu Shares Getting More Conversions with Live Chat

Call Center Coach

Since 2004, our feature-rich, industry-leading, and award-winning Live Chat and Click-To-Call solutions — Alive Chat and Alive Dial — are being used to meet and greet website visitors, answer questions, increase leads and close sales.

Artificial Intelligence and the Customer Experience

Founded in 2004, Interactions is headquartered in. AI+CXArtificial Intelligence and the Customer ExperienceHow comfortable are consumers interacting with AI for customer service? AI AIAI AI AI Artificial Intelligence: Helpful or Harmful for CX?

Why the Fuss Over Company Culture?

Call Center Weekly

Needle (2004) , stated that organizational culture represents the collective values, beliefs and principles of organizational members. culture: The sum of attitudes, customs, and beliefs that distinguishes one group of people from another.

Emotional Branding Case Studies to Emulate Great Customer Experience

Win the Customer

In 2004, Unilever brand Dove conceived the Dove Campaign for Real Beauty , which promoted the company’s products by changing the emotions associated with personal care and beauty products.

How iotum Uses Aircall and Desk.com to Foster Complete Customer Conversations

aircall

Since 2004, iotum has been building and acquiring a versatile suite of communication tools fit for businesses of all sizes. Its flagship product, FreeConference.com , offers video conferencing, international dialing, call recording, and screen sharing features. In order to better serve its diverse clientele, iotum uses Aircall’s cloud-based phone software because of its simplicity, flexibility, and ability to integrate with Desk.com.

Guest Blog: Becoming a Blockbuster?

ShepHyken

Back in 2004, Blockbuster had 60,000 employees, 9,000 stores and appeared invincible. This week we feature an article by Ted Janusz who writes about how customers are always looking for a better customer experience.

5 #Leadership Books You Must Read in 2019

CX Journey

I believe the latest edition was updated in 2004. Image courtesy of Pixabay What's in your library? I still love to hold and read physical books (as opposed to audible, Kindle, etc.). I don't know how many books I added to my library this year, but it was a lot.

Putting Humanity in Contact Centers

Customer Relationship Metrics

Pierce, O’Driscoll, Coghlan, 2004). You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar

ijgolding

I started EarlyBridge in 2004. Then I was with KPMG for a few years in the Netherlands before I started my own company in 2004. This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!!

It's So Hard To Say Goodbye (But It Shouldn't Be)

Contact Center Geek

In 2006, a representative at AOL did nearly the same thing Even after a 2004 settlement accusing the company of not properly canceling customers’ accounts. In late 2004 I visited the AOL call center in Ogden, Utah.

The Social Science That Explains Customer Service Attrition Rates

aircall

A 2004 study found a correlation between employee conscientiousness (i.e. High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom.

Why Be a Great Place to Work?

CX Journey

Also, it's been reported that organizations in the Best Companies to Work Study for the period 2004 – 2008 increased their revenues by 94% and their profits by 315%. Image courtesy of Unsplash How does your employee experience rate relative to other companies?

How to Stop Your Customers From Leaving You

Kayako

He tells a story about the 2004 Olympic diving final. Hot on the heels of our popular webinar , I’ve distilled down our best 5 tips covering how to stop your customers from leaving you.

Sales 72

?? Big Mac Turns 50

Branch Mesenger

It was at Harvard in the spring semester of 2004. A Note From The Editor ??. Introducing: Shiftonomics Weekly. Today, we announced a new and exciting update to our newsletter. Each and every Tuesday, at approximately 11 a.m., Shiftonomics will make its way to your inbox with the latest stories about the world of retail and work. To learn more, read our blog post announcement. As always, thanks for supporting and reading this newsletter. We truly appreciate it! Shift, on!

Customer Experience Professionals: Why We Do What We Do

ijgolding

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization.

Find, Win, Keep: A simple customer centric business strategy

ijgolding

When you consider I left GE in 2004 – over twelve years ago, that is an impressive fact. I have been positively influenced by many people and organisations over the years – in fact I continue to be on a daily basis.

Heart or head first? Which is more important in driving great Customer Experiences?

ijgolding

One of my Fathers most memorable quotes when I was a young boy was ‘engage your brain before opening your mouth!’ ’ – I am unlikely to be the only adult who was given this type of advice in their youth!