The first step towards identifying your detractors would be to record customer feedback across multiple channels(email, social media, SMS, calls, etc) and deploy an NPS tool to assess your customer split between promoters, detractors, and passives. Post that, start by assessing a customer’s journey and...
If your business has higher NPS vis-a-vis your competitors, it means you are able to retain your customers better than your competitors do. Your customer retention rate is so pivotal to the existence of your business. Image Credits: https://lumoa.me The founder of NPS, Fred Reichheld...
Collecting customer signals in live-time across all interaction points, interpreting it at scale, and empowering employees to manage experiences is crucial for increasing customer satisfaction, loyalty, and value. Download Medallia's free guide and learn how to deliver the experiences that build lasting customer loyalty.
The MaritzCX Experience Forum is a complimentary one-day event in New York. It is designed to deliver best practices, insights from thought leaders, and inspiring idea exchanges for customer, employee, and patient experience experts. Register today for this free event and prepare to be INSPIRED. See you in New York.
Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.
CustomerThink research finds just 25% of Customer Experience (CX) initiatives are winning – able to clearly show business value. Join us to explore how Customer Success can be used as a North Star to create value for your customers and improve the return on your CX efforts.