Customer Relationship Metrics

JULY 26, 2017

This results in higher profits, lower costs, higher customer retention and referrals. An employee’s perception of control is significantly related to psychological ownership. Pierce, O’Driscoll, Coghlan, 2004). And it sets agents up to fail in a customer-centric world. You versus the customer.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. What are among your most proud CX accomplishments? KS: Becoming the CX professional I am today didn’t just happen overnight.

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