Customer Experience Professionals

Customer Experience Professionals

About the Customer Experience Professionals Group

This group will allow professionals in the customer experience field to share best practices. Topics will include collecting customer feedback, measuring customer value,... more »
This group will allow professionals in the customer experience field to share best practices. Topics will include collecting customer feedback, measuring customer value, driving change at critical customer touchpoints, etc. « less

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Most Popular Discussions

Omar Z.

Omar

Deliver a better customer service experience in your call center by understanding these five important customer support statistics.

posted 9 days ago

Bryan A. 11 minutes ago • Edit • Bryan likes this. »
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Ken C. Kevin K.
Colin S.

Colin

Date and Time Thursday June 21st 2012 8:00 – 9:00 AM PDT 11:00 AM – 12:00 PM EDT 4:00 – 5:00 PM British Summer time (BST) 5:00 – 6:00 pm CEST To register for Webinar please click...

posted 10 hours ago

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Olga E.

Olga

Does anybody know how to engage customer service in social media?

posted 26 days ago

Olga E. 2 days ago • Edit • Thank you, Ian. I added the book to my reading list. I like the idea of a rich, vibrant self-service community. Never heard about it. You are ... »
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Olga E. Ian C. Olga E.
Colin S.

Colin

Date and Time Thursday July 12 2012 8:00AM – 9.00AM PDT 11:00 AM – 12:00 PM EDT 4:00 – 5:00 PM GMT 5:00 – 6:00 PM CEST To register for Webinar please click here: https://www1.gotomeeting.com/register/843358505 PROGRAM What are...

posted 4 hours ago

Chastity C. 56 minutes ago • Edit • Chastity likes this. »
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Colin S.

Colin

Companies interested in loyalty often measure Net Promoter®; likewise companies interested in Customer Satisfaction measure CSAT, so it seems logical to ask with the current buzz around Customer Experience how should you...

posted 10 hours ago

Ramin J. 1 hour ago • Edit • Ramin likes this. »
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Tony H.

Tony

Keywords submitted to search engines can tell us a huge amount about the consumer. First and foremost, of course, the words and phrases typed into Google, Bing or any of the other major search engines tell us immediately what...

posted 9 hours ago

Ramin J. 1 hour ago • Edit • Ramin likes this. »
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Wim R.

Wim

In this post I'm sharing my experience with measuring NPS in comparison to Customer Satisfaction..

I know a lot has been said about Net Promoter Score (NPS), and I'm not in this world to judge anyone who's working with it, or developing it into a Net Promoter System. I do like to share my experi...

posted 17 days ago

Kathy V. 1 day ago • Edit • Great article Wim. I'm wrestling with the same dynamic for a client at the moment. We've been unable to establish a reliable structure to ... »
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Phil B. Jeff C. Kathy V.
Omar Z.

Omar

Take a look at the 10 best infographics dealing with customer service that have ever been created.

posted 3 days ago

Amy S. F. 3 days ago • Edit • Amy S. likes this. »
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David H.

David

Join CCNG member Matt Johnson as he shares the impact of Work At Home (WAH) and strategies plus lessons learned. WAH is growing fast! Over the last 5 years, atHome population has more than doubled! Technology has increased the associate experience by improving functionality, security and user interface. Many businesses and contact center operations use WAH as an incentive to drive performance.

posted 4 days ago

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Alan B.

Alan

Do you find NPS a useful measure of loyalty? If so, how do you make it work for you?

The Net Promoter Score (NPS), since its development in 2003, is championed by many as one of the most reliable indicators of company growth and customer loyalty.  This paper aimed to answer three important questions regarding...

posted 8 days ago

Alan B. 6 days ago • Edit • Rew, we too are much more focussed on VOC and understanding what drives satisfaction, loyalty & advocacy. It's how we run our business and that ... »
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Alan B. Rew G. Alan B.
Jeff T.

Jeff

Survey: How quickly do you expect a response to email?

Please click on the link below to complete a two-question survey that captures expectations for email response times. I'll post the ...

posted 16 days ago

Rene B. 6 days ago • Edit • Lee, I guess that the expectations for faster internal response is driven by the need to provide swift external responses - so in order to meet ... »
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Guy A. Jeff T. Rene B.
Khensa M. B.

Khensa M.

This post is the last in a three-part series. Most marketers think that the best way to hold onto customers is through "engagement" - interacting as much as possible with them and building relationships. It turns out that...

posted 7 days ago

Linson F. 6 days ago • Edit • Linson likes this. »
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Tim J.

Tim

Responding to NPS critics

I thought it worth sharing this blog I came across today.

As with anything, there are a lot of misconceptions out there about NPS. This ...

B/OSS Editor-in-Chief Tim McElligott used to think the Net Promoter Score was a good, economical way to get to the heart of customer satisfaction.

posted 21 days ago

Mark L. 9 days ago • Edit • This has been an interesting conversation. I use the balanced scorecard system in my work and I continually remind folks that (1) there is no ... »
See all 7 comments »
Arvind G. Heidi M. Mark L.

About this Group

  • Created: February 27, 2008
  • Type: Professional Group
  • Members: 8,148

Manager's Choice

Samantha T.

What is the number one aspect to consider when aiming to enrich a customer experience strategy?

Samantha T. See all »

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