delighted

SEPTEMBER 28, 2021

When we started Delighted, a big challenge in the customer experience space, (especially as a startup or small business) was that you’d have to chain together 6+ tools (a general survey tool, an email marketing platform, an analytics system, a CRM, etc.) to pull off a high-quality Net Promoter Score (NPS) program. About Caleb Elston.

Best practices 87

Best practices Analytics Engineering Feedback 87

delighted

APRIL 19, 2019

Beyond the metric, relationship surveys also drum up helpful open-ended feedback from customers — offering clarity into what initiatives correlate to strong brand loyalty, and where that loyalty is faltering. Relationship surveys are focused on surfacing feedback related to the overall customer experience. This is by design.

Surveys 56

Surveys Customer Experience Feedback Metrics 56

delighted

APRIL 19, 2019

Beyond the metric, relationship surveys also drum up helpful open-ended feedback from customers — offering clarity into what initiatives correlate to strong brand loyalty, and where that loyalty is faltering. Relationship surveys are focused on surfacing feedback related to the overall customer experience. This is by design.

Surveys 40

Surveys Customer Experience Feedback Metrics 40

Natalie Petouhof

SEPTEMBER 1, 2016

When the company is truly listening and integrating the feedback, like the airline above, it will be able to meet the needs of the customer and increase not only the amount that the customer spends, but also the number of years the customer spends with that company. [ii]

Airlines 45

Airlines Customer Service Customer Care Metrics 45

Netomi

JANUARY 5, 2022

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

The promise of Omni-channel today is similar to that of Customer Relationship Management (CRM) platforms a quarter of a century ago; by centralizing knowledge and customer information, it enables agents in our Contact Center to deliver more satisfying customer experiences, resolve issues more quickly and efficiently and generate more revenue.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 13, 2022

When integrated with every digital channel, including resources like a knowledge base and CRM, omnichannel can put more information at an agent’s fingertips and reduce the monotony of continually searching for answers to common problems. Founded: 2011. Features include ticket automation and custom dashboards.

Customer Service 78

Customer Service Chatbots Best practices Surveys 78