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The Most Important Measurement In Business

ShepHyken

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.

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The Satisfaction vs Effort Paradox: Reviewing “Lessons from the Mouse” & “The Effortless Experience”

Comm100

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’.

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5 Top Customer Service Articles of the Week 5-16-2022

ShepHyken

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.

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Guest Post: This is the Secret Ingredient in the Contact Center

Stella Connect

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.

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

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.

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26 Tips for Improving Your First Call Resolution Rate

Stella Connect

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.

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Top 50 Customer Service Leaders – Best Customer Experience Influencers

Storyminers

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 !