Connecting the Dots

APRIL 16, 2021

While Quality used to focus solely on product quality, it now focuses on processes related to customer satisfaction, such as the setting of customer expectations and onboarding customers. Starting as complaint resolution, customer service has evolved into customer experience, which now focuses on the end-to-end customer journey.

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

ClearAction

DECEMBER 14, 2017

Net promoter score (NPS) — a way of summarizing voice of the customer: percent who would recommend a brand minus percent who would not. Customer intelligence — integration, mining, and analysis of customer data. Customer experience improvement — process-wide problem resolution and prevention.

CRM 66

CRM Customer Care Customer Experience Customer advocacy 66

ClearAction

DECEMBER 14, 2017

Net promoter score (NPS) — a way of summarizing voice of the customer: percent who would recommend a brand minus percent who would not. Customer intelligence — integration, mining, and analysis of customer data. Customer experience improvement — process-wide problem resolution and prevention.

CRM 59

CRM Customer Care Customer Experience Customer advocacy 59