As its popularity grew, NPS started to be gamed and misused in ways that hurt its credibility. Unaudited, self-reported Net Promoter Scores undermined the usefulness of NPS. Over time its creator, Fred Reichheld, realized that the only way to correct this problem was to introduce a hard, complementary metric that drew on accounting results.
Accelerated by the pandemic, digital-first interactions now carry the B2B buyer’s journey. This shift increased the importance and value of digital interactions within the marketing and sales process and has highlighted the ever-blurring lines between the marketing tech stack and the sales tech stack.
Enhancing The Digital Buying Experience And Closing Gaps In Your Sales Process Read More »
A Exame Academy, braço de educação da Exame, maior revista de negócios do país, tem o prazer de anunciar parceria com a Trevisan Escola de Negócios. Nossos anos de experiência premiando as melhores instituições de ensino do país permitiram conhecer a fundo cada uma delas.
MBA em ESG e IMPACT Read More »
O Pix, novo meio de pagamento criado pelo Banco Central para simplificar as transações financeiras, promete melhorar os pagamentos digitais no Brasil, podendo se tornar um grande aliado aos e-commerces. Mas, por que as operações – tanto as B2C quanto as B2B – devem adotar o Pix?
5 vantagens do Pix para o e-commerce Read More »
There is no better time for financial firms to challenge the status quo of their digital operations. As this past
year has shown, customers want to feel financially confident, including having trust in their financial institutions to work in their best interests.
Taking the Financial Services CX to the Next Level Read More »
Shep Hyken is a customer service and experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession.
In this interview Matthew Nolan joins us today to talk about the democratisation of artificial intelligence (AI), what that means, the benefits and risks associated with that and some practical advice for leaders and practitioners looking to improve the experience that they deliver to their customers.
What the democratisation of artificial intelligence (AI) means for customer experience Read More »
The experience is more important than ever to customers who were rattled by COVID-19. So the findings will help you form smart business and customer experience goals for the post-pandemic economy.
What the post-pandemic customer experience looks like Read More »
Com uma cultura revolucionária, cuja premissa é adotar a felicidade como um modelo comercial, a Zappos.com viu seu faturamento passar de zero para US$ 1 bilhão em vendas brutas anuais em um período de 10 anos.
A Experiência Zappos Read More »
