ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again. Connect with Shep on LinkedIn.

Metrics 153

Metrics Customer Service Measurement Customer Service Training 153

ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. My Comment: Since the pandemic began, NPS and CSAT scores have dropped – in some cases dramatically.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter.

Customer Service 65

Customer Service Net Promoter Score Airlines Customer Journeys 65

ShepHyken

MARCH 18, 2019

Each week I read a number of customer service and customer experience articles from various resources. 1 0 Tips to Build a Customer Centric Work Culture by Vandita Grover. My Comment: Consistent accolades about a company’s customer service and experience don’t happen by accident. Follow on Twitter: @Hyken.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. 16 Statistics Showing Data’s Influence on Customer Experience by Tricia Morriss. Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. Great insights from Customer Gauge.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

JULY 31, 2017

Each week I read a number of customer service and experience articles from various online resources. By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. Here are my top five picks from last week.

Net Promoter Score 52

Net Promoter Score Customer Service Hotels Effort Score 52