CX Global Media

JULY 9, 2019

If you seek to make a great impact in employee engagement, this is one place where you’d want to invest in increasing your knowledge. Many organizations attempt to focus on the customer experience while neglecting to focus on their own employee experience. Kelli’s ultimate passion comes in employee development.

Contact Center 120

Contact Center Chief Customer Officer Employee engagement Call Center 120

Hodusoft

OCTOBER 23, 2024

Brief History and Overview of NPS In 2003, Fred Reichheld, a partner at Bain & Company, and Satmetrix Systems, a San Mateo-headquartered customer experience management software development company, developed a metric to measure how well an organization treats its customers and how loyal are its customers. The answer is a resounding yes!

Surveys 52

Surveys Benchmark Contact Center Employee engagement 52

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Peter Lavers Customer Experience and CRM Expert. Include NPS with CSAT, CES, FCR, employee engagement, emotion, etc. Mitch Lieberman CRM Industry Advisor, Speaker, Award-winning Blogger.

Consulting 126

Consulting Consulting Metrics Feedback 126

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 often quoted in industry journals on leading morale, employee engagement, customer experience, and teamwork.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98