The name of the game in business is to deliver an exceptional customer experience to consumers and clients. But if a company’s employee experience is subpar, the customer’s experience will also suffer.
Not My Circus Not My Monkeys Read More »
Fundadora e presidente da companhia CustomerBliss e co-fundadora e membro da Customer Experience Professionals Association, Jeanne Bliss é pioneira no ramo de customer experience
This is part of a series of posts, written with my Bain colleague Maureen Burns, exploring the pioneering firms that are implementing Net Promoter System principles to make digital frontline experiences more human and delightful.
Loyalty Counts More Than Ever, Digital Edition Read More »
The Net Promoter System’s outer loop creates confidence that the company’s priorities support customer centricity—and that leadership is putting its money where its mouth is.
The Outer Loop – Net Promoter System Read More »
The key is enabling employees to get real-time feedback directly from customers.
People are looking for a definition that’s crisp, useful, and distinct from the definitions of other things that companies do. They are right and reasonable to ask for this — but collectively those of us who work to improve customer experience have failed to answer them.
Customer Experience Defined Read More »
The HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey is the first national, standardized, publicly reported survey of patients’ perspectives of hospital care.
HCAHPS: Patients’ Perspectives of Care Survey Read More »
Just as the Chief Marketing Officer curates an experience to get the best lifetime value from customers, the head of HR can curate an experience to get the best lifetime value from employees.
Ask five different people what customer experience means to their brand and you would probably get twice as many correct, but different answers. The truth must be told. Customer experience means a plethora of different things to different people.
Create memories that tell your brand story Read More »
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 »
