TechSee

APRIL 30, 2019

How can a company achieve a good Customer Effort Score? Kevin and Beth are planning their honeymoon to Hawaii and need to choose a travel insurance provider. They call Company A and wait on hold for seven minutes before speaking with a customer service representative. What is CES?

Effort Score 126

Effort Score Self Service Customer Service Representative Travel 126

Kayako

AUGUST 12, 2022

eMarketer estimates that by 2024 almost 20% of total retail sales will be via eCommerce, and that estimate does not include travel and event ticketing or restaurant food delivery. The challenge for brands is ensuring that customer relationship management doesn’t suffer as online spending becomes the norm. Context and experience matter.

Customer Service 292

Customer Service Ecommerce Effort Score e-support 292

Innovative CX

MAY 7, 2024

Establish internal service level agreements and commitments. Just as you do with customers, create meaningful metrics to hold one another accountable. You’ll be amazed at how just one or two sessions like this with your executives will have long lasting effects on how they view the customer experience.

Engagement 52

Engagement Effort Score Metrics Customer Service Representative 52

delighted

APRIL 26, 2019

Think of the shopping, dining or travel experiences you enjoyed most. Every interaction between a customer and your brand defines the customer experience. The key is understanding what a customer is experiencing each time they interact with your brand, and how you can make that experience even better.

Metrics 66

Metrics Brands Net Promoter Score Customer Experience 66

delighted

APRIL 26, 2019

Think of the shopping, dining or travel experiences you enjoyed most. Every interaction between a customer and your brand defines the customer experience. The key is understanding what a customer is experiencing each time they interact with your brand, and how you can make that experience even better.

Metrics 47

Metrics Brands Net Promoter Score Customer Experience 47

CSM Magazine

FEBRUARY 1, 2024

A restaurant can hire the greatest chef in the world, and still have poor reviews because of the service the customer receives. Supported management in efforts to increase productivity by motivating employees through improved rewards programs. Increased customer engagement with weekly social media question and answer sessions.

Net Promoter Score 52

Net Promoter Score How To Social Media Self Service 52

Innovative CX

JANUARY 9, 2020

Establish internal service level agreements and commitments. Just as you do with customers, create meaningful metrics to hold one another accountable. You’ll be amazed at how just one or two sessions like this with your executives will have long lasting effects on how they view the customer experience.

Effort Score 59

Effort Score Metrics Customer Service Representative Travel 59