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Understanding customer experience by using telephone surveys

Why Phone surveys win over online in B2B Web surveys are everywhere and seem to the absolute winner in customer experience world, but this is true …

If customer is king, is it possible to obtain business success without delivering great customer service?

Sergio Rossini
If you believe that business success is CX success the answer is yes. It is a common opinion that companies which deliver poor service, failed good…
cx+ex=mr

Do you believe in the Value Chain formula EX+CX=MR?

Sergio Rossini
If you want to achieve business results start with EX. According to Forbes 89% of Executives believe that better EX leads to better CX. Richard Br…
Customer experience

Why do we measure customer experience? And should we measure it?

Sergio Rossini
To assess the Customer Experience many use Customer Satisfaction surveys or the Net Promoter Score. Both measure an experience that took place in t…
CX

The citizen as a customer: from customer experience to citizen experience?

Sergio Rossini
I On 13 December, Joe Biden signed the Executive Order on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Governm…
Credit Management e Customer Experience

Can Credit Management improve the Customer Experience?

Sergio Rossini
The customer journey begins when potential customers become aware that a brand exist and start searching  for a product or service, continues with …
cs vs cx

Customer Service vs Customer Experience

Sergio Rossini
Still lot of confusion around the net about Customer Service and Customer Experience, that are often used as if they were synonyms by many CX exper…
incorrect NPS implementation

Another NPS Bad Practice spotted in Milan

Sergio Rossini
I took this photo in a Milan electronics superstore. “You will receive an e-mail containing our satisfaction survey about your buying experience: i…
Crescita cx

Customer Experience (CX) in Italian utilities: future drivers for success

Sergio Rossini
The KPMG Customer Experience Excellence Report 2021, addressing the state of CX (Customer eXperience) in Italy, has been released. Talking about ut…
Contact Center

Contact centre or call centre?

  Contact centres and call centres both provide customer services and the terms are often used interchangeably. That said, the principal diffe…
credit management

The difference between credit collection and credit management

Giacomo De Felice
The need Many clients initially use our services just to collect cash. This fundamental activity is often not fully understood to be “core”, in the…

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