Micro-surveys are the key to gaining the customer feedback you need to power your CX program, and many of these…
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What is NPS: the Concept and Formula
You hear the term tossed around in most any meeting focused on customers: “What’s the NPS? How many Promoters do…
What is easy?
It’s a concise and powerful word. Easy is simple, easy is effortless. Easy takes me to a place where I can free up valuable time to focus on other things, perhaps things that matter more. Or perhaps things that are more complex. I can get the fundamentals out of the way, and get to the meaty, challenging bits.
NPS: A Big Metric in a Small Package
There’s been some great chatter over the past year about the most meaningful metrics to measure in an online business. I’ve seen posts by growth hackers (Brian Balfour, Hubspot), VCs (Kevin Colleran, General Catalyst), and influencers (Danny Crichton, TechCrunch) talking about the ‘essentials’ — the numbers that are worth the time to track, and the ones that help you, your team, and present or future investors gauge your progress and success as an organization.
Introducing Wootric
Wootric is a modern customer delight tool for online businesses.
Every Team’s a CX Team: How to Align Them with VOC
The value of becoming a customer-centric company is no longer in question. In 2019, companies leading in CX were 3X…
“I Almost Lost a Customer When Our Champion Left”: A Customer Success Story from Zuora
In this final post in our series of Customer Success war stories, we have a sterling example of success. Rachel…
5 Reasons to Build a Customer Feedback Program to Grow Your Startup
You’ve been thinking about developing a more rigorous customer feedback program, but you’re putting it off. You may feel like you don’t have the bandwidth to respond to customers, and worry that it will be tough to make sense of what people tell you.
Soft Skills are Real Skills – In CX, You Need These 10
“Soft skills” have traditionally been undervalued, and that’s slow to change. But more companies are realizing their worth. And even…
More Than a Metric: The Net Promoter Score Cycle
Imagine a lion tamer in the center of a circus ring, whip in one hand, a wooden chair in the other. The lion stares at the man, unsure of its next move. The crowd waits anxiously for the lion to strike — but nothing happens. The angry lion has been tamed, without brute force or coercion.