Customer Relationship Metrics

JULY 26, 2017

An employee’s perception of control is significantly related to psychological ownership. Pierce, O’Driscoll, Coghlan, 2004). When control over employee performance is influenced by management implementing carrot and stick practices, employees are stripped of control. Humanity in Contact Center Metrics.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ijgolding

NOVEMBER 17, 2016

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. IG: Experience, experience, experience.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Netomi

JANUARY 5, 2022

Mr. Ray helps CX and marketing leaders to launch and manage successful CX programs, gather and use voice of the customer (VoC) data more effectively, align CX metrics to the right leading indicators of success, and improve the use of customer journey maps and personas. She has served clients as an independent consulting partner since 2004.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

ProProfs Blog

SEPTEMBER 20, 2019

Invented in 2004, NPS was called the “the one question you’ll ever need.” It is the industry-wide metric used to measure customer loyalty. The best part of it is that the whole metric is based on only one single question. This is why it’s no surprise that employee experience is directly proportional to customer experience.

Surveys 84

Surveys Education Metrics Feedback 84