Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. 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. linkedin Why?

Consulting 126

Consulting Consulting Metrics Feedback 126

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? To remember why we do our jobs in the first place: the customer.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). Annette: It’s a mixed bag.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Customer Guru

MARCH 7, 2018

So, I joined a call center – a technical voice based one – and my profile was that of a technical consultant to customers outside India. But in a call center, you don’t talk to a customer face to face; you do it over a phone. You have actively said that customer centricity must be the DNA of the company. by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

ChurnZero

JUNE 17, 2022

Create a specific onboarding health score that accounts for these variances as well as the customer’s journey progress or lack thereof. Irit Eizips here from CSM Practice, the customer success strategy consulting firm. Is this dashboard for a specific customer? We’ve got 68 customers in onboarding right now.

Metrics 98

Metrics SaaS Surveys Self service 98

Vistio

JANUARY 13, 2022

I know a big part of what I’m going to be doing is building up a training division and doing consulting for a lot of amazing clients, including many gaming clients that I work with currently that I love doing player journey type work. Do you have any vendors that are in this network, consultants that are in this network?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

I know a big part of what I’m going to be doing is building up a training division and doing consulting for a lot of amazing clients, including many gaming clients that I work with currently that I love doing player journey type work. Do you have any vendors that are in this network, consultants that are in this network?

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52