Gainsight
JUNE 29, 2020
Establish a Health Score for your clients. Whether you are thriving or surviving, establishing a health score will help you to understand the trends, risks, and opportunities within your client base. The CTA may contain a Playbook — a modern-day process document — to help drive consistency in delivery and client experience.
Aveus
OCTOBER 29, 2014
Bold leaders I speak to often feel besieged with information and reports but are still wondering if their customer experience efforts are the right ones. Is a majority of your team’s customer experience efforts focused on addressing current pain points? If you find yourself in the same spot, you are not alone.
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Wootric CX Blog
JULY 15, 2020
In this guest post, Nathan Lippi, Head of User Research at PandaDoc, shares a Pareto principle approach to getting the most from a B2B Net Promoter Score program. . At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement.
ViiBE Blog
AUGUST 27, 2021
Customer experience is broader and encompasses factors like how easy it is to complete a purchase, how good the customer service is, and how good the product or service is. When combined, these factors can give you an overview of your overall customer experience. To measure CX, we need to look at several indicators.
Kustomer
JULY 28, 2022
While the customer experience may seem like something that is too abstract to effectively measure, there are a few important KPIs to track that can enhance your CX strategy. Perhaps the most important is the customer satisfaction score (CSAT). CSATs are a measure of how your brand is matching up with customer expectations.
ijgolding
JUNE 9, 2015
If you work in the field of Customer Experience, you can self-assess your level of competence and that of the organisation you work in by answering the questions at the end of each competency description. A customer-centric organisation. Ability to align employee behaviour with customer-focused culture.
delighted
JANUARY 7, 2021
Break down the customer journey in stages (or phases) based on the customer’s need throughout their journey. Mapping out personas and defining specific customer touchpoints can seem time-consuming. Using survey data to boost your customer journey map.
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