Beyond Philosophy

NOVEMBER 10, 2014

The short version is that a study by the CFI group tracked the share prices of the leaders of the American Customer Satisfaction Index (ACSI) and the leaders National Customer Satisfaction Index, UK (NCSI) versus the broader markets. Keeping Customers results in a high increase in value. 50 Facts about Customer Experience.”

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Marketing 418

Marketing Customer emotions Employee engagement Customer centricity 418

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Beyond Philosophy

MAY 14, 2015

As many as 2/3 of Customer service interactions will occur without human-to-human contact. While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.).

Self service 402

Self service Best practices Customer Experience Call Center 402

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. Customer experience futurist Blake Morgan ranked Lyft among her top 100 customer-centric companies on Forbes. Mary Winfield, VP of Customer Experience and Trust at Lyft is dedicated to progressing Lyft’s mission and building teams that help.

Customer Experience 84

Customer Experience Transportation Contact Center Coaching 84

SharpenCX

FEBRUARY 12, 2020

billion in annual revenue since their debut in 2012. Customer experience futurist Blake Morgan ranked Lyft among her top 100 customer-centric companies on Forbes. Mary Winfield, VP of Customer Experience and Trust at Lyft is dedicated to progressing Lyft’s mission and building teams that help.

Customer Experience 67

Customer Experience Transportation Contact Center Coaching 67

ijgolding

JULY 19, 2016

However, I am a huge believer in the need to share experiences – both positive and negative – so that other customers may benefit from the knowledge gained from either the exceptional or disastrous experiences I have. Being a customer centric leader requires a lot more than just TALKING about it. Measuring success differently.

Customer centricity 75

Customer centricity Airlines Enterprise Personalization 75