Beyond Philosophy

NOVEMBER 10, 2014

In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Vonage

JULY 3, 2018

Investors run a robust diligence process when evaluating an investment, Kahn says, and that includes hours of interviews with customers about product quality as well as service quality. That qualitative data helps tell the story of the metrics. . The first thing I ask for when [evaluating] a company is the customer database.

Upselling 81

Upselling Customer centricity Metrics Technology 81

Talkdesk

JULY 20, 2016

In the race to the top, many companies make mistakes in their provision of customer service. Customer service representatives serve as the face of your brand. Advanced call center software solutions will also allow for other functionalities like call monitoring, call barging and real-time drill-down metrics.

Customer Service 40

Customer Service Customer centricity call center software Coaching 40

PeopleMetrics

NOVEMBER 13, 2015

This scenario brings up two of our focuses at PeopleMetrics—the prospect-to-customer experience and customer experience metrics. How do you support the entire customer experience, from before the customer’s initial purchase through their last? And what metrics will enable that support? See you soon.

Sales 79

Sales Customer Experience Metrics Consulting 79

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. Metrics, Measurement, and ROI You can't manage what you don't measure.

Customer Experience 40

Customer Experience Journey mapping Metrics Customer centricity 40

CCNG

OCTOBER 19, 2022

Unhappy Customers Learn how promoters differ from detractors 86% of consumers will pay more for a better customer experience. Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. over the last two years, 2.4 IDC, 2022).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

C3Centricity

NOVEMBER 16, 2014

Isn’t it time you let your own customer service people free to best serve your customers? In most companies interactions with customers are carefully scripted. The call centre metrics are designed for operational efficiency rather than customer satisfaction. Need help in improving your own customer care?

Customer Service 48

Customer Service Scripts Customer centricity Airlines 48