If you're reading this post, there's probably at least one person in your company (you) who's already working to improve your customer experience in some way. That means your company's CX efforts fall somewhere on the curve below.
Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate.
Continue reading "NPS Is a Journey in Customer Experience" »
"Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean?
Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats.
There's been a lot of buzz about J.C. Penney lately now that the fledgling retailer has tapped former Apple retail czar Ron Johnson as its white knight. Much of the buzz has centered around Johnson's fair pricing strategy which is designed to keep prices low on the types of products its shoppers typically look for and, in part, by setting up its stores with low-priced merchandise on a monthly basis.
Continue reading "Can J.C. Penney Differentiate the Customer Experience?" »
