by Rosaria Cirillo | Nov 20, 2017 | CX MC Series |
Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question...
by Wow Now | Nov 2, 2017 | Customer Experience, CX MC Series |
How your CX Strategy is fundamental when it comes to customer success.Delivering an excellent Customer Experience isn’t just about having friendly people in your customer care and instructing them to treat the customer as king. Creating great customer experiences is...
by Rosaria Cirillo | Jul 20, 2017 | Customer Experience, My experience with..., NPS |
Multivlaai birthday cake ordering Past Tuesday 18th was my birthday and my son too. Yep I got to spend a very exciting birthday 5 years ago with a very special gift (a little clone just as stubborn as I am)! Now, as a working parent with a modest creative mind who...
by Rosaria Cirillo | Jul 14, 2017 | NPS, NPS Series |
About this series: I summarise answers to the most frequent and important questions that I saw coming up when it comes to the WHY, WHAT, WHEN, WHO, HOW and BUT of NPS (as Net Promoter System & Spirit, not just Net Promoter Score) so that you can create the program...
by Rosaria Cirillo | Feb 15, 2017 | Customer Experience |
From Obama to Trump through the Dakota pipeline: the opportunities organizations used or missed to connect with their customers and the key lessons you can take and apply in your company With so much going on in the last month, it has been hard deciding where to put...
by Rosaria Cirillo | Apr 13, 2016 | Customer Experience, Frameworks, NPS |
What does it take to run a successfully NPS journey towards customer excellence? How do we move from NPS (score obsession) to Customer Experience focus? How do we use NPS to accelerate our journey towards becoming a Customer Experience driven company? What do we need...