Comm100

FEBRUARY 1, 2023

85% of Gen Z (those 25 and under) prefer chat or automated interactions for customer service over phone calls. In customer service, only live chat can offer the kind of responsive digital tools that students look for. Today’s students want fast and convenient support Students want digital support that is both convenient and fast.

Effort Score 215

Effort Score Wait Times Video Communication 215

Second to None

FEBRUARY 28, 2019

Despite its critical role in a company’s success, businesses often place customer experience on the back burner when it comes to financial investment. The hesitancy towards CX investments stems from the difficulty in directly attributing revenue growth to specific changes in customer experience. Harvard Business Review Study [2].

ROI 48

ROI Effort Score Study Financial 48

CX Journey

JANUARY 8, 2016

I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. So how do we tie this story to customer experience? What about your business approach excites customers to consider your products and services first?

Effort Score 80

Effort Score Metrics NPS Comparison 80

Michel Falcon Experience

MARCH 17, 2023

I discuss all things related to company culture, employee performance, customer experience, and career growth, all to impact the growth of a company. Now, what is it that your customers care about the most? If you think of myself as a customer and the demographic that I lie within, I’m technically a millennial.

Hospitality 60

Hospitality Customer Experience Banking Sports 60

Qualtrics

JULY 9, 2019

Prior to the advent of HCAHPS (hospital consumer assessment of healthcare providers and systems) in 2007, the concept of experience in healthcare was an afterthought on the periphery of healthcare strategy. Thank you CMS for the push we all needed to refocus on the people we serve and provide a mechanism to elevate their voices to the table.

Healthcare 33

Healthcare Hospitality Survey Effort Score 33

Stella Connect

FEBRUARY 20, 2018

The continuous cycle of hiring and onboarding new agents and ramping them up to full productivity can cost a customer service organization roughly $10,000-$15,000 per employee. But for fast-growing companies trying to scale their customer service teams, the costs are far too high. less than a decade after its inception in 2007.

Contact Center 43

Contact Center Effort Score Culture Feedback 43

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147