Beyond Philosophy
MAY 8, 2019
These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. We discussed what we discovered from the research in a recent podcast.
Nicereply
MARCH 14, 2023
Made to Stick: Why Some Ideas Survive, and Others Die By Chip Heath and Dan Heath Published: 2007 Length: 291 pages Why do urban legends, conspiracy theories, and bogus news stories circulate effortlessly while important ideas ―ideas from scientists, teachers, or journalists― often go unnoticed? Books on communication 1.
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TeamSupport
JANUARY 9, 2024
Facebook introduced Pages for businesses in November 2007, providing a dedicated space for companies to create a presence on the platform. At the same time, help desk software became more sophisticated in the mid-2000s, offering integrated solutions for managing customer support tickets, automating workflows, and tracking performance metrics.
AskNicely
MARCH 23, 2018
If you read my last blog post , you’ll know that 2007 was a big year for me — from the infamous solar hot dog cooker to having to parallel park for the first time (more on that later). Then one night in 2007, it happened. Think of AskNicely as your personal, self-parking car, but for NPS. A Quick NPS Math Lesson.
Callminer
AUGUST 1, 2017
Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.
Horizon CX
MARCH 10, 2023
A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. That person was accountable for making sure if they couldn’t resolve the request, they forwarded the caller to someone who could handle it, and not voicemail.
Customer Guru
JANUARY 3, 2018
When we started the journey of Cloudnine in 2007, we did not have any great ambition of growing beyond one unit. From 2007, the way in which “word of mouth” can be propagated has changed with the onset of digital media. Our entire focus at Cloudnine was to personalize our customer’s experience.
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