Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. The answer to why will have much to do with how you measure your results. .

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Measurement Net Promoter Score NPS Effort Score 125

Beyond Philosophy

SEPTEMBER 6, 2017

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. The analysis also helps you determine goals for your team and where to focus your efforts. It also helps you allocate proper resources.

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Measurement Effort Score Consulting Analysis 121

Second to None

MARCH 29, 2019

The return on CX is measured as such: ROI= (Returns from Investment) – (Cost of Investment) / (Cost of Investment) x 100. Choosing a CX Metric to Measure. We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few.

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ROI Measurement Effort Score How To 86

Zeisler Consulting

OCTOBER 15, 2020

You know I’m all about metrics and measures. One of the things that made entering the CX profession so attractive to me was that this is a field of study that’s not only based in numbers, it’s starving for people who have an affinity for measuring. Lag measures are just another term for KPIs or output measures.

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Measurement Metrics Effort Score Contact Center 72

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Consultants have set up entire businesses profiting from this discourse. Organizations can measure CSAT using various scales.

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NPS Net Promoter Score Effort Score Metrics 69

BlueOcean

OCTOBER 17, 2023

And inconsistent criteria are only half the challenge, because some companies struggle with the availability and quality of measurable data in the first place. But every third party measures a little differently, depending on their focus. We’re focused on raising those scores to Gold and A within the next 18 months.)

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How To Government Guidelines Effort Score 177

Beyond Philosophy

AUGUST 13, 2020

There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. We discussed this idea of Customer Effort in a recent podcast, and its related measurement, the Customer Effort Score. . So, What is Customer Effort and a Customer Effort Score?

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Effort Score How To Net Promoter Score Policies 183

GetFeedback

JULY 19, 2019

Communicate how you will measure success. Get your leaders and champions to see how these efforts will help your overall goals as an organization — this will earn their investment in your vision for VoC. To know what to measure, it’s important to understand the actual customer. Understand the journey.

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Customer Journeys Effort Score Net Promoter Score How To 230

Experience Investigators by 360Connext

AUGUST 19, 2020

It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. Measurable. Measurable. But what does Measurable really mean? How should those goals be measured? I call it a SMIRC goal.

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Customer Experience Net Promoter Score NPS Effort Score 265

GetFeedback

DECEMBER 2, 2019

And understanding, leveraging and acting on CSAT scores can absolutely help you get there. Start with measuring your CSAT score as outlined by GetFeedback. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business.

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ROI Customer Satisfaction How To Effort Score 195

GetFeedback

SEPTEMBER 14, 2018

In this post, let’s take a deeper look at the role customer effort plays in retention and churn, as well as how you can measure this throughout the course of a customer relationship. The impact of customer effort. There are many ways to measure customer experience. How reducing customer effort increases customer loyalty.

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Loyalty Effort Score Net Promoter Score Touchpoint 170

Beyond Philosophy

SEPTEMBER 3, 2022

In my 20 years as a consultant for Customer Experience, I have been involved in several successful implementations. The Maersk Line project that I worked on with Michél Patterson , a continuous improvement expert in Lean Six Sigma was one of the most, with an improvement of 40 points for their Net Promoter Score® (NPS) over 30 months.

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Case Study ROI Study Net Promoter Score 113

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). He says that any time you link a survey-based score to someone’s career or compensation, bad things happen.

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Effort Score NPS Net Promoter Score Leadership 109

Oracle

OCTOBER 6, 2019

Shana Hughes, Solutions Consultant at Infolexa. It’s easier for us to measure our success now that we’re in the cloud, because we have consistent metrics, and we have a consistent way to measure everybody. How much effort is really spent when interacting with the customer. Consistent metrics from the cloud.

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Net Promoter Score Self Service Measurement Video 54

Zeisler Consulting

AUGUST 24, 2022

Moreover, without any sort of deeper reflection on why scores are what they are, the scores themselves are of little use. But that goes not just for NPS, but C-SAT, Customer Effort Score, or anything else, frankly. We could revisit Goodhart’s Law , but I’d be a broken record with regard to goals and metrics.

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NPS Effort Score Comparison Consulting 72

Beyond Philosophy

AUGUST 16, 2018

In that role, I had many bright consultants come in to share fabulous theories. The clever consultants did not have a satisfactory response! When I left British Telecom to start my global Customer Experience consultancy, I remembered my dissatisfaction with the all-theory-no-practicality approach to business.

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Net Promoter Score Effort Score NPS Consulting 184

Beyond Philosophy

AUGUST 10, 2020

Whenever you make customers think about something in your experience, you create what we call Customer Effort. A Customer Effort Score measures how difficult a customer thinks it is to work with you as an organization. Use Feedback from disgruntled or struggling customers to reduce Customer Effort.

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Effort Score How To Self Service Government 128

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated. Most have realized it takes a combination of measurements to get it right. But the trend now is to look beyond one metric and embrace the mix of ways to measure the experience.

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Trends Net Promoter Score Effort Score Banking 244

Zeisler Consulting

NOVEMBER 10, 2021

It’s the engine of your CX function; it’s what makes all that effort worthwhile in the first place. For example, if your Customers are recently giving you low scores in a certain area (say, delivery ) of your offering, you can dig a bit deeper and ask specifically about that area. Not all of these questions, mind you. It’s meta!

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Effort Score NPS Metrics Measurement 93

Beyond Philosophy

MARCH 16, 2023

His research focuses on customer satisfaction, customer experience, measurement, and management. Morgeson thinks there are two answers: Organizations need to do more than measure satisfaction. Moreover, Morgeson says that from a strategic customer satisfaction perspective, you don’t want to have perfect satisfaction scores.

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Customer Satisfaction Effort Score Competitive Advantage Self Service 89

Retently

APRIL 6, 2022

CSAT ( Customer Satisfaction Score ) is a survey methodology used to measure a customer’s satisfaction with a business, product, or service. . There really isn’t a universal approach to measuring the customer satisfaction score (CSAT). You can actually implement a measurement process that works best for your business.

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Effort Score Customer Satisfaction Survey Ecommerce 158

Beyond Philosophy

DECEMBER 31, 2019

I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. . However, 17 years later, far more than my consultancy is talking about it. . Both said Customer Experience had stagnated despite all efforts and resources invested into it. So, are you?

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Customer Experience Effort Score Consulting Customer Experience Professionals 153

Beyond Philosophy

JANUARY 20, 2022

The truth is COVID isn’t the only reason that customer satisfaction scores are declining—and you must fix what you can for your organization before it’s too late. If you frame this another way, it shows that only 30 percent of organizations increased their customer satisfaction scores. .

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Self Service Customer Experience Effort Score CRM 78

Strativity

JANUARY 18, 2018

The proliferation of firms and individuals offering customer experience consulting services makes it difficult for organizations to make the right selection. These goals and definitions will make it easier to determine the type of customer consultant you need. How will you measure the outcomes of your customer experience project?

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Consulting Customer Experience Customer Journeys How To 40

COPC

OCTOBER 24, 2023

In last month’s article , we looked at how coaching customer satisfaction (CSAT) to a number may lead to wasted time and effort, employee dissatisfaction, and difficulty improving CSAT results. Each would help them more than saying, “You need to get out there and score more points.” Did they explain the next steps?

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Customer Satisfaction Metrics Average Handle Time Contact Center 92

ClientSuccess

MAY 17, 2022

Whether you are brand new to the customer success scene or have been a customer success professional for years, one metric of success has been on your radar since day one: Net Promoter Score. NPS is a great way to measure customer satisfaction, customer willingness to be part of marketing efforts, and growth potential.

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Net Promoter Score NPS Customer Success Effort Score 52

Experience Investigators by 360Connext

JUNE 1, 2017

“Customer Effort” should be a serious metric to consider. In his opening keynote, Matt Dixon , author of Effortless Experience, informed with data and stories about why reducing customer effort is actually more important than creating delight for customers overall. ” @jeanniecw Click To Tweet.

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Net Promoter Score Effort Score Innovation Culture 165

Beyond Philosophy

DECEMBER 4, 2021

In our latest submission for our “I’m in a Pickle” feature of the podcast, Janet explains that even though their customer comments are overwhelmingly positive, their Net Promoter Score ® (NPS) is not where they need it to be. It is a score for how well you already did. If the score is low, it won’t tell you why.

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Net Promoter Score Effort Score NPS Consulting 60

BlueOcean

AUGUST 7, 2018

You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs. How will a new partner impact your business objectives, and how will you measure their success? Start with the end in mind. Shortlist Your RFP Participants.

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Contact Center Effort Score Culture Fashion 189

Feedbackly

MARCH 10, 2023

Feedbackly, the other partner of this collaboration, is a customer feedback platform that helps you to attract and retain more customers with automated CX software, education, consulting, and industry-leading knowledge. Feedbackly is also the only CXM solution that measures customer emotions.

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Touchpoint Feedback Net Promoter Score Effort Score 52

Beyond Philosophy

SEPTEMBER 8, 2022

The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Rule #2: Measure. In the measurement phase, implementation teams establish what they consider an improvement. The measurement consideration comes at the beginning before we do things.

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Case Study ROI Study Customer Experience 97

Beyond Philosophy

JANUARY 2, 2019

With all the effort that companies are putting into improving their Customer Experience, why are there no improvements? If this continues, I am sure the investment in resources and money dedicated to the effort will stop—and rightly so. Also, consider hiring outside consultants to talk to them about Customer Experience.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Beyond Philosophy

NOVEMBER 27, 2020

On a recent podcast, we had our lead on digital transformation Zhecho Dobrev, Principal Consultant for Beyond Philosophy, tell us why that might be. I later learned that the holdup was because I missed an email where they asked me to measure the distance between my eyes (because they need to know how big to make the glasses).

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Net Promoter Score NPS Insurance Effort Score 150

Beyond Philosophy

DECEMBER 19, 2017

These six areas drive brand advocacy and loyalty, the gold-standard for any company measuring CX performance. Time and Effort. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. It is the essential concept we tout at our global Customer Experience consultancy. They include: Personalization. Resolution.

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Effort Score Customer Centricity Consulting eBook 153

ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. Gartner provides various statistics showing that reducing customer effort can greatly impact customer retention and even reduce costs.

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Customer Journeys Effort Score Touchpoint Customer relationships 70

CSM Magazine

JANUARY 27, 2021

Calabrio , the customer experience intelligence company, features perfect customer satisfaction scores and the number one spot in three of four categories in the 2020-2021 Workforce Optimization Product and Market Report from DMG Consulting LLC. Calabrio’s scores led each of these categories.

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Customer Satisfaction Report Effort Score Virtual Agent 59

CSM Practice

FEBRUARY 24, 2020

Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings. But how do you measure the effectiveness of your customer success team and their playbooks? 3. Customer Effort Score (CES).

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Metrics Net Promoter Score Effort Score NPS 59