Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Wootric CX Blog

DECEMBER 8, 2019

At a time when customer retention is the name of the game, Customer Effort Score has gained ground as a CX metric for good reason. Customer experience leaders are finding new applications for the popular Customer Effort Score metric. Why Focus on Effort?

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Lumoa

JANUARY 19, 2023

Whether your company is using the Balanced Scorecard , OKRs (Objectives and Key Results), SMART , or simple KPIs , this will help you align the work of your future customer experience department to goals everyone in the company cares about. Set clear start and endpoints for your data collection efforts.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CSM Magazine

MAY 19, 2023

It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support. This approach is crucial as it directly impacts customer retention, brand loyalty, and revenue generation. Customers respond on a scale of 0 to 10.

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score Effort Score 52

ChurnZero

MARCH 29, 2019

Checking in on customer service objectives? Focusing on customer retention? Sample CSAT questions can involve a rating of customer service, product viability, website usability, and the ability of the company to resolve any issues. Was a client able to get from point A to B (or A to G if they wanted) with minimal effort?

B2B 73

B2B Survey Net Promoter Score Effort Score 73

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130