CX surveys: Part art/part science
It is believed by many that today Customer Experience (CX) has a higher priority among customers than product or price. Customers are looking for the best experience from businesses from whom they wish to purchase. They want: Quick and easy customer service; Health...
CX measurement for ultimate accountability
The single best point that can be made about the contact center as a product sale or service delivery vehicle is its accountability. When your contact center is seemingly humming along, it is just that, “seemingly”. Ignoring a weak link in the process of making or...
Explaining the Net Promoter Score (NPS)
By John Heffernan, EVC Marketing During a recent webinar, Do You Have A Five-Star Reputation, Bob Kobek, President of CustomerCount explained the unsatisfactory reliance by a business on star ratings and reviews. Let’s be honest. Fake reviews, unwarranted poor reviews...
Customer Feedback Management & Data Types 2
Based on the work of Anita Toth in her article: Ultimate Guide To Customer Feedback In this second article in our mini-series Guide to Customer Feedback and Data Types, we consider what Anita Toth calls medium and deep data. Unlike the general data collected through...
