Is there a business that hasn’t lost a single customer? Doubtful. Customer churn is inevitable. For this reason, maintaining superior…
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5 Effective Methods for Measuring Customer Loyalty
This week we are sharing this comprehensive post by Pascal van Opzeeland who originally published it on Userlike’s blog. The…
5 Customer Experience Trends to Pay Attention to in 2016
As someone that works to improve the customer experience at your company, you want to make sure you’re effective. Are you communicating with customers enough? Are you effectively measuring their happiness? Are you taking their feedback seriously, and integrating it into your business plans?
Net Promoter Score Implementation: DIY or Outsource?
The beauty of Net Promoter Score is its simplicity. At the core, it is one key numeric ranking question supported by an open ended “why” question. (See my post on the ABCs of NPS to learn the basics.) It’s a question that can be asked in many channels: over the phone, in an email, in your website or mobile app, in person. A variety of tools exist to help you execute NPS for your business with various degrees of complexity and cost. These range from setting up your own email survey to using an automated service to hiring a consulting firm to implement NPS programs for your company. Here’s a snapshot of what these different options have to offer:
5 Customer Experience Competencies to Drive Business Growth
In the modern consumer-led environment, the customer experience is of paramount importance. Whether you’re offering omnichannel contact center solutions like…
The Customer Journey Mapping Guide to Getting Started
A customer journey map is a diagram of all the places customers come into contact with your brand, online or…
3 Must-Haves for a Successful CX Transformation
A few years ago, Forrester declared that we have entered “the age of the customer” — a fundamental shift of…
In-app, Email or SMS Surveys? How to Choose the Best Customer Feedback Channels for Your Business
Omni-Channel Customer Feedback You know your business inside and out. You know that listening to customers and responding to their…
Why the Customer Success Manager is the Product Manager’s New BFF
In 1853, U.S. Commodore Matthew Perry (no, not the Friends actor) sailed to the shores of Japan to strongly suggest (with several gun-laden vessels) that the ruling shogunate open Japan’s ports to outside trade. For 200 years, Japan had embraced a policy of near total isolation from the West, but with the Industrial Revolution fresh out of the oven, even isolationist Japan couldn’t ignore the benefits of trade. What does this history lesson have to do with Product Managers and Customer Success?
Has your NPS program become…boring?
As purveyors of customer experience management software, we are fans of using the Net Promoter Score (NPS) system to boost customer…