Seja qual for o segmento, as empresas mais competitivas já identificaram que, para se manterem no mercado otimizando a experiência de seus clientes, precisam investir em estratégias que multipliquem e conectem os canais de atendimento.
Canais de atendimento: como escolher o seu? Read More »
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 »
Os humanos gostam de saber como estão quando comparados aos outros. De forma similar, isso também ocorre em diversos âmbitos do mundo corporativo, e a experiência do cliente não fica de fora.
NPS Benchmark: o que é um bom NPS? 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 »
Os jobs to be done surgem e tomam forma na vida dos clientes e têm relação com os produtos por meio do Sistema do Progresso.
Como os Jobs To Be Done surgem e tomam forma na vida do cliente? Read More »
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 »
