Dr. Luke Soon once again collaborated with me on this post. Developed in 2003, NPS (Net Promoter Score) is a metric that has been widely adopted across the globe. It's creators, Bain & Company, claimed that it measures customer loyalty and is a predictor of future growth. Its methodology is
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This post first appeared on Sprinklr's blog in June, 2024. In a world where the cost of operating a business has skyrocketed, CEOs are all trying to make their dollars go further right now. One tool that has emerged as a game changer that can significantly enhance an organization’s efficiency
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This post is the result of a collaboration with Luke Soon. Many customer experience transformations stall because leaders can’t show how their efforts will create value. Customer Experience Managers that patiently build a business case that quantifies the value of their work will secure buy-in, build internal momentum, and ultimately obtain
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Today, I'm pleased to share a guest post by Jeanicka Rhey. Navigating the intensely competitive business landscape of today has made it increasingly challenging for businesses to capture and maintain customer attention. That’s why companies nowadays are recognising the utmost significance of customer loyalty for their long-term success. Amidst this
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I’ve always found CX case studies hard to come by. Organizations tend to play their cards close to their chests when it comes to the challenges they’ve faced, how they tackled them, and what the results were. It’s why I jumped at the chance when I was recently offered the
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I’m pleased to share the second post in this series on deriving insights from feedback. This one was also co-written with Dan Heilbron, Head of Customer Experience Advisory Services, Asia-Pacific and Japan at Qualtrics. In our last post, we took you through a great tool to determine if two variables are
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I listened to a wonderful episode of one of my favourite podcasts, Cautionary Tales, this morning. Titled Office Hell: the Demise of the Playful Workspace, it told the story of the highly successful US advertising agency Chiat/Day who in the early 1990s remodelled their office space to do away with offices and cubicles
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It was my great pleasure to co-author this post with Nate Brown, Senior Director of Customer Experience for Arise Virtual Solutions and founder of CX Accelerator. (more…)
Today I'm pleased to share a post that was co-written with Dan Heilbron, Head of Customer Experience Advisory Services, Asia-Pacific and Japan at Qualtrics. A relatively simple way of deriving insight from customer feedback is through correlation analysis. Correlation analysis is a statistical technique that aims to establish whether a pair
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This post first appeared on the ICMI blog in February, 2022. I started my career in my early 20’s working in the residential contact centre of a phone company. I’d just finished a marketing degree and, upon the advice of my father, I entered the business in a customer service capacity.
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My name is Ben Motteram. I started CXpert to create companies that employees and customers love. This is my blog.
