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Top 5 Customer Service & CX Articles for Week of March 31, 2025

ShepHyken

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. My Comment: And speaking of CX metrics and feedback, heres an excellent article about consumer feedback. This is where consumer feedback proves invaluable.

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Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. the higher the score, the greater the likelihood they will recommend). Quite a lot, it turns out.

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Why Your CX Job is Probably on the Line This Year

Beyond Philosophy

This effort might require some sales skills to leadership(i.e., presenting it in terms that show what’s in it for them) and soft-skills training for the team. . You must focus on how your programs are affecting critical metrics in the organization. In other words, you need to ensure you measure your results. .

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Congratulations to the 2018 LISTEN Awards Winners

Callminer

The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

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Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

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Westcon-Comstor Taps TTEC Digital to Lead Global Sales Process Optimization

CSM Magazine

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

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Six Critical Principles Businesses Are Ignoring – Are You?

Beyond Philosophy

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. When you begin designing the improved experience, you need to understand all the moments of your present experience. A theory is great. It gets you thinking, designing and planning.