CX Accelerator
NOVEMBER 7, 2023
32) can’t take complaints constructively. Marc Zaragozas , encouraging us not to lose sight of our customers amid all of the metrics adds: 33) if they prioritize internal processes and metrics over customer satisfaction and needs. Back To Blog Home 28) can’t be empathetic. 29) can't find ways to solve problems.
Comm100
JUNE 15, 2022
Gathering feedback, data, and metrics is all well and good, but it will count for nothing if there is no one pushing the business to make the needed changes. It cannot be overplayed how effective a well-constructed survey can be to gauge how content your customers are. This data can then be cross-checked with user activity metrics.
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Beyond Philosophy
DECEMBER 9, 2021
While NPS is beneficial in many ways, people focus too hard on the metric and lose sight of the big picture. For example, our Emotional Signature ® Research process revealed what motivated their customers to work with a construction equipment manufacturing company. We discovered in our conversation that Reichheld feels the same way.
Lumoa
JANUARY 3, 2023
It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Metric selection. Principles of Survey Design.
Beyond Philosophy
DECEMBER 10, 2021
Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. His new metric concept is called Earned Growth Rate. Several industries use this metric already.
Beyond Philosophy
MAY 8, 2019
So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. We did some work with a construction equipment manufacturer. They were dealing with construction people. From our research that we did with London Business School, these emotions drive short-term spend.
Beyond Philosophy
AUGUST 25, 2022
Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. Using that data to construct a model or predictive theory about what that history tells you about the person’s motives, emotions, and understanding of your organization’s offering.
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