Lumoa

FEBRUARY 9, 2023

Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Include customer-centricity in daily operations and communications inside the company. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

APRIL 30, 2020

In 2003, a loyalty consultant Fred Reichheld proposed a simple method to measure customer loyalty, called the Net Promoter Score® (NPS®) system. Act on feedback and close the loop: Once the response has been captured, make sure we have proper communication with the customer. Always Remember: Communicate, Empathise, and Resolve.

Net Promoter Score 52

Net Promoter Score NPS Survey Touchpoint 52

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Align customer service training with brand values and goals.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Align customer service training with brand values and goals. Measure program outcomes. Put things in context. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Stella Connect

APRIL 17, 2018

Showing agents how they compare with the overall team on a particular performance measure makes them more amenable to coaching and more invested in improving their performance. Align customer service training with brand values and goals. Measure program outcomes. Put things in context. Give the agent the floor.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Kustomer

FEBRUARY 18, 2021

And when we did the root cause analysis, it was just the communication they were sending out is on the recruitment front end of it. I was going to ask, I think one of the things you mentioned is about the brand value or brand promise that people call it. But once you get that, then you have to look at how do we identify?

Customer Journeys 59

Customer Journeys Hotels Training Customer Experience 59