Logistics vs (and) innovation
When innovation arrives, the logistics people have to scramble to keep up, because innovation always makes it hard to do things the way we used to. Over time, an innovative company thrives if it can get its logistics in order. Ship the right stuff to the right people on time and on budget. Once this […]
How to Write an After-Call Survey Script
Every call center knows customer feedback is precious. That’s why we invest
The post How to Write an After-Call Survey Script first appeared on Fonolo.
Retribution, revenge, and especially, remorse
When an organization has caused harm (through error or intent), it’s tempting to be sure they learned a lesson. We want folks to take responsibility, to admit culpability and to be sure they won’t do it again. But if you need those things to happen to make things better for all of us, we’re going […]
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Social pressure
It’s normal to feel it. It changes our careers, our dress and even the way we live our lives. The question is: is it caused by external or internal forces? More often than not, it’s simply something we invent. The people we imagine are busy watching and judging us might not even know we exist. […]
Referrals from your promoters lead to Earned Growth #NPS3
The Net Promoter System introduced in 2003 by Fred Reichheld and used widely as a key Customer Experience score has been updated to NPS 3.0 which looks at earned growth rate, which is the revenue growth generated by returning customers and their referrals. Promoters (Score 9 or 10 when saying if they would recommend the product, service, or the company) are your super fans who are usually identified as the ones who provide compliments. These super fans in turn refer new customers which impact your earnings in the current period, which begs the question of “is this a new era of customer loyalty in the post-COVID world?”
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The parts between
Listen to one musician’s track in isolation on any record (like this one) and you might be amazed at how trivial they sound. Paul McCartney, one of the great bass players, in one the great groups of all time–it sounds a bit like a school music recital. Because we don’t listen to the tracks in […]
White glove service
It’s not about the gloves. The pointlessness of the white gloves is actually a big part of it. Good service meets expectations. It is the fulfillment of a promise to the customer. White glove service goes far beyond that. It is designed to surprise and delight. It creates a connection with the recipient that goes […]
The chief hype officer
The chief marketing officer at a big company has an impossible job. The typical duration of a CMO is 18 months because once the CEO realizes that hype for money can’t solve their problems, they get restless. The problem lies in what people think “marketing” is. Marketing isn’t paying for ads, changing the logo or […]
This week in CX: Medallia, HubSpot, and Spotify
Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at Medallia’s integration with Salesforce, a new product launch by Forsta and Spotify, and new research from inriver about what really drives customer loyalty in the cost-of-living crisis. Key news Medallia launches Frontline Engagement and Quality Management app on Salesforce AppExchange. Starting…
The post This week in CX: Medallia, HubSpot, and Spotify appeared first on Customer Experience Magazine.