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The Spectrum of Data-Driven CX (And Why There’s No Magic Metric)

Experience Investigators by 360Connext

higher customer lifetime value by prioritizing CX Now comes the tricky part: How can we connect day-to-day activities and specific investments to those undeniable business benefits? CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. Net Promoter Score What is it? How do you measure it?

Metrics 270
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Building A Foundation For Better Customer Experiences

Experience Investigators by 360Connext

It can feel like an uphill climb with too many paths to choose from— especially when you’re first starting your CX efforts. If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. But it’s worth the effort! your CX foundations.

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How to Elevate the Customer Experience with Conversational Commerce

Lumoa

It connects the customer with agents who can handle their queries (or connect them with someone who can). Of course, chatbots can’t answer every query. Utilizing Messaging Platforms and Chatbots Live chat can be a great choice for conversational commerce. But it also allows agents to handle several customer queries at once.

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Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Connect the employee experience to the customer experience in big ways. Employees know when their processes are burdensome or require too much effort.

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4 Metrics for Measuring Live Chat Success

GetFeedback

To provide a quick response time, live chat agents should be online when your customers are and make an (almost) instant connection. Of course, a quick response is only the first step. Live chat metric #4: customer effort score (CES). A customer effort score focuses on the process customers go through to get help.

Metrics 186
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Create Your CX Charter with These 6 Questions

Experience Investigators by 360Connext

How Can We Prioritize CX efforts? That depends on your organization, of course, but there are a few key players to include. Ultimately, your CX team is there to help with overall governance and prioritization for your CX efforts. How Can We Prioritize CX efforts? What are Our CX Goals & Objectives?

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Understanding Negative NPS Score: Causes, Impact and Solutions

Lumoa

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But what happens when your NPS score isn’t quite as rocketing as you’d like? So keep reading if you want to get your NPS score back on track and supercharge your CX efforts.

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