CX Tribe is the best Customer Experience insights, case studies and statistics. Human curated. Delivered weekly. Join more than 5,000 other CX Professionals and subscribe.
This week’s quote is below by Jeff Bezos of Amazon (do I even need to add “of Amazon”?).
[Statistics]
30 Chatbot Statistics That Will Define Customer Experience in 2021 and Beyond [Link]
Okay, so I’m pretty sure no statistic is going to “define CX in 2021”, but this is a useful list of relevant statistics and sources from Shubham Rajpara at Acquire.
[Net Promoter]
Zero is a Special Net Promoter® Number [Link]
I’ve been saying for a while now that when someone gives you a zero in a Net Promoter Score® survey they are not just providing feedback, they are sending you a message.
If you choose to respond to that message you can turn people around dramatically.
Anyone giving you a 0 and providing comments is unhappy but they are still very much engaged.
If you close the loop properly you’ll turn their story from “Company X is so bad” to “You can believe how good Company X is.”
So, I ran the numbers to get a handle on just how important the 0 scorers were and found some very interesting results.
[Awards]
Most Tenuous Link To CX for a Buzzword
Goes too… drum roll please…
“NFTs: A New Asset Class Sheds Light on the Customer Experience”
I’m not even going to link to this content as it’s a nonsensical post just grabbing at buzzwords.
A month ago I hadn’t even heard of a Non Fungible Token (NFT), now they’re revolutionising business as we know it.
Runner up award:
“How Bitcoin Revolutionized Online Casinos”
This piece of nano-metre (0.0000000393701 inch) thin content was posted on CX Magazine’s website. Again, no links.
Seems like CX Tribe’s goal of filtering out the junk has legs for a while yet. 😀
[Companies]
ActiveCampaign Crosses 145,000 Customers and Raises Series C Funding [Link]
The investment brings their valuation to USD3 b.
For reference here are the valuations for a few other companies in the CX space:
- HubSpot (listed): USD25.44 b
- Nuance (soon to be ex-listed): USD19.7 b
- Qualtrics (listed): USD21 b