Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Pierce, O’Driscoll, Coghlan, 2004). A Towers Watson survey, shows that only half of managers set effective employee goals. Think about the evaluation, the calibration, and the coaching.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do?

Management 98

Management Call Center Metrics Entertainment 98

ijgolding

NOVEMBER 17, 2016

More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs. In 2014, after 10-years of solid building, marketing, and promotion, I left what I had created in the good hands of a protégé that I had trained and coached in the nuances of CX.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98