Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Construction 389

Construction Customer emotions Consulting Consulting 389

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Nate Masterson @MapleHolistics.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Customer Guru

JANUARY 3, 2018

When we started the journey of Cloudnine in 2007, we did not have any great ambition of growing beyond one unit. From 2007, the way in which “word of mouth” can be propagated has changed with the onset of digital media. Our entire focus at Cloudnine was to personalize our customer’s experience.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95

Fonolo

APRIL 17, 2019

This certified airline rating system is recognized as an industry benchmark of airline standards in airport and cabin staff services’ onboard products; and business-class lounge offerings. In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes.

Airlines 78

Airlines Transportation Contact Center Self service 78

Education Services Group

FEBRUARY 26, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. You need your smartphone — you probably check it over a hundred times a day for work and personal reasons alike. That’s why it’s so important for you to establish these benchmarks yourself.

Benchmark 40

Benchmark CRM Metrics Personalization 40

Education Services Group

FEBRUARY 25, 2019

Unless you’re one of the first people to buy an iPhone, way back in 2007, there was probably a time when you thought a smartphone was unnecessary. You need your smartphone — you probably check it over a hundred times a day for work and personal reasons alike. That’s why it’s so important for you to establish these benchmarks yourself.

Benchmark 40

Benchmark CRM Metrics Personalization 40

aircall

JUNE 21, 2021

This will provide you good benchmarks for optimizations in order to increase sales. The company is well-known for going to great lengths to satisfy its customers, which its Bali location proved in 2007. . Suppose there are gaps between what customers expect from an interaction and what they’re actually getting. The Problem.

Sales 71

Sales Customer Experience Surveys Feedback 71