B2C, Chief Customer Officer and Customer effort

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B2C

Chief Customer Officer

Customer effort

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

Customer Guru

MARCH 7, 2018

We do an extensive analysis for each of our sites on how customers have rated us and, as an organisation, are aggressive about turning passives and detractors to promoters. To add to the NPS, Piramal was also the first to introduce Customer Effort Score (CES) to measure how easy the Piramal team made it for the customer to handle an issue.

Customer Experience

Customer Experience Customer centricity Chief Customer Officer B2C

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

APRIL 24, 2018

As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. I would NEVER rely on NPS as the only measurement of customer perception." Sue Duris Customer Experience and Digital Marketing Consultant.

Consulting

Consulting Consulting Metrics Feedback

Customer Contact Central

Improving Customer Experience Is The Only Way Forward – Sonia Bhatia Salmin, Customer Experience Specialist

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

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