Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Consider the following scenario: A customer learns a new airline will be operating flights in their city. Their customer experience will begin long before they board their first flight with the new airline. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends.

Tips 52

Tips Return on Investment Effort Score Customer Retention 52

Opinionator

JANUARY 8, 2021

The power of ROI (return on investment) is undeniable when measuring customer experience. Even a small increase in positive customer experience (CX) can propel your revenue to new heights, increasing company profits considerably. When CX was highest, the annual revenue per customer significantly increased nearly 2.4x

ROI 98

ROI Customer Experience How To Effort Score 98

Gainsight

MAY 6, 2020

The effects are increased pressure on customer retention, upsells, and expansion. When the risk to your book of business is changing in real-time, where is the first place you look for solutions? We know buying decisions are difficult right now, but we also stand behind the fact that Customer Success is existential right now.

Technology 52

Technology Customer Success Effort Score Return on Investment 52

SurveySparrow

MAY 6, 2021

While customer support and customer service teams respond to incoming customer communication, customer success works to proactively purge customer problems before they have reached the level of customer support. What is Customer Success? How Do I score? Signup for Free. Where is my toolkit?

Customer Success 52

Customer Success NPS Net Promoter Score Customer Retention 52

Totango

MARCH 2, 2021

In this blog, we’ll look at how the customer journey has been reconceived around the image of a flywheel that integrates both the pre-sales and post-sales steps in the process. Mapping the Stages of Today’s Customer Journey. The SaaS business model has transformed contemporary understanding of customer journey stages.

Customer Journeys 63

Customer Journeys How To Net Promoter Score Video 63