ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. There are a number of ways organizations measure customer satisfaction.

Measurement 153

Measurement Net Promoter Score Effort Score Customer Satisfaction 153

Comm100

APRIL 16, 2018

Contrasting this is another viewpoint which states that focusing on delivering exceptional service isn’t what will win customer loyalty – it’s reducing effort that will keep customers coming back. They each make a strong case for how best to serve customers and improve their overall loyalty and ‘stickiness’.

Effort Score 105

Effort Score Self Service Exceptional Customer Service Customer Satisfaction 105

ShepHyken

MAY 16, 2022

Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Customers are complaining that service is worse than ever. The ACSI (American Customer Satisfaction Index) is at a low. Many companies are struggling to deliver customer service with fewer employees.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

Stella Connect

OCTOBER 14, 2021

Colin has written seven bestselling books on Customer experience is the co-host of the highly successful Intuitive Customer podcast. They are such a great source of information on the customer experience the organization is providing. Explaining Empathy in Customer Service. What gets incented gets done.

Contact Center 52

Contact Center Net Promoter Score Effort Score NPS 52

Stella Connect

JUNE 25, 2018

Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Customer satisfaction is directly related to FCR.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software. Customer satisfaction is directly related to FCR.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She recently wrote the book on customer understanding !

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147