Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

Kayako

APRIL 25, 2017

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Sending a Customer Effort Survey.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . You have to deliver a great product as part of an incredible experience, or your customers will abandon you.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience. Start with the why.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

JANUARY 26, 2021

What Does Customer Research Mean to You? When you hear the term customer research , what comes to mind? Most organizations have a Voice of the Customer (or VoC) program; maybe that’s the first thing you think of. But those are all types of customer research. What is customer research, really? Simple, right?

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

ChurnZero

MARCH 4, 2022

Score all the forces. This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Manage customer feedback. Let’s pick one use case – managing customer feedback – to examine a bit closer.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

CloudCherry

JULY 23, 2019

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. 1: Take Action to Address Identified Customer Pain Points. You can follow their lead. The reason?

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

Retently

JANUARY 19, 2023

After all, it means that a company has identified its business niche, has found a profitable market, and has a product that is well-liked by customers – the true Promoters. Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts.

Measurement 158

Measurement Survey Marketing Effort Score 158

CX Accelerator

APRIL 11, 2018

A survival mode culture is one of the fastest way to destroy the experience for your customers as well as your employees. The customer suffers as well. At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Kustomer

JUNE 6, 2023

Although cash may be the reason you’re in business, customers are the more important commodity when it comes to keeping that business afloat. When it comes to protecting, investing and being responsible for customers’ money, they need to trust in the financial services company. Is your company meeting customer expectations?

Financial 98

Financial Company Customer Service Tips 98

Thematic

APRIL 3, 2024

The best eCommerce customers have a high repeat purchase rate and leave positive comments. Say, a proportion of these high-repeat customers start to drop off. You’re not face-to-face with these customers, so you need a way to understand what’s happening. 77% of customers prefer brands that listen to them.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. We just skate hard, pass a lot and occasionally score a goal. What does this have to do with customer service and business? Let’s say you have a customer that is upset. You use your best customer service techniques to calm them down and resolve their problem.

Effort Score 131

Effort Score Exercises Travel Customer Service Training 131

Beyond Philosophy

SEPTEMBER 26, 2018

Measuring customer emotions for your Customer Experience is a vital activity for your organization. We discussed how to measure customer emotions on our recent podcast. The most common way to measure emotion is the Net Promoter Score (NPS). If you score a 6 or under, you are a detractor. The scale is 1-10.

Measurement 129

Measurement Net Promoter Score How To NPS 129

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves.

Financial 218

Financial Metrics Customer Journeys NPS 218

Alida

NOVEMBER 1, 2018

Customers you’ve had for a long time are giving you poor CSAT or NPS scores. When customers have the opportunity to provide feedback in their own words, they are more candid. This builds a relationship between the customer and the brand. What you can’t do with quantitative is hear your customers’ voices.

Feedback 147

Feedback Exercises Analysis Effort Score 147

CX Journey

JANUARY 17, 2018

Of itself, the above exercise has identified too many stakeholders for you to viably manage. Score highly all those who have high influence over the decision to use the new model. You should score highly those who are very interested (either as advocates or detractors). This is where the exercise looks like a BCG.

Effort Score 127

Effort Score Exercises Analytics Groups 127

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. By completing the exercise, you’ll also gain clarity around questions like: what goal can we achieve with one project over another? It allows you to solidify your strategy. Outline your roadmap.

Roadmap 88

Roadmap Effort Score Tips Survey 88

Zeisler Consulting

AUGUST 14, 2020

Soon I’ll write about Process Engineering and wrap up with notes on what it takes to build and maintain a Customer-centric culture. Folks often simply boil the Voice of the Customer (VoC) down to surveying. You’ve heard of the expression that we need to “meet the Customers where they are” when it comes to our offerings.

Net Promoter Score 93

Net Promoter Score Effort Score Survey NPS 93

delighted

JANUARY 7, 2021

When you think of your customer, who comes to mind? Defining customer needs, problems, and interactions with your company may seem overwhelming and at times, unnecessary. In this post, we will cover: What is a customer journey map? How can customer journey maps improve customer experiences?

Customer Journeys 98

Customer Journeys Touchpoint Net Promoter Score Exercises 98

ChurnZero

DECEMBER 21, 2023

Without making those choices upfront, you’ll find it hard to create a good customer experience and scale it, and you’ll easily fall into the chaotic trap of “doing what it takes”. To make the right choices, however, you need a deep understanding of what your customers need and expect from you. Here’s the webinar in full.

Sales 52

Sales Customer Success Tourism Roadmap 52

InteractionMetrics

OCTOBER 16, 2023

Your CEO has come to embrace customer success! And you’ve been tapped to lead a customer experience team. Do you need a lengthy class or book on customer experience principles? Getting Your Team on Board But first, how important is the customer experience? As for the customer journey? 65% of U.S. 65% of U.S.

Customer Experience 52

Customer Experience Effort Score Survey Net Promoter Score 52

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. But Customer Success? Increasing their predictability with leading indicators.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. In CustomerThink’s recent study of 200+ CX initiatives, 74% agreed: “By 2020, customer experience will overtake price and product as the key brand differentiator.”. Customer service takes too long to answer the phone.

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

delighted

MARCH 9, 2021

Exceptional customer service turns new customers into promoters and promoters into returning loyalists. Let’s take a look at additional data behind why improving customer service should always be a foundational business goal. We’ll also provide some tips on building an impeccable customer service strategy.

Customer Service Strategies 59

Customer Service Strategies Customer Service Self Service Strategy 59

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Most companies are struggling with Customer Experience. Senior management talks about customer experience and how important it is but they don’t really believe it because they don’t provide support for the CX staff and they don’t have any strategic plan for how to scale Customer Experience.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

Wootric CX Blog

JANUARY 3, 2021

Customer comments are the lifeblood of any CX program, giving you the “why” behind customers’ NPS, CES, and CSAT scores. But until recently, it’s been nearly impossible to make sense of feedback from hundreds of customers at a time. Analyzing customer feedback from unstructured text can be complex.

Training 81

Training Feedback How To Effort Score 81

SurveySensum

JUNE 24, 2023

According to the Zendesk Customer Service Report 2020 , 80% of customers stop doing business with a company if they experience poor customer service. This shows that the customer is the king and businesses who take their customer service lightly might be at risk of losing customers which inevitably results in loss of business.

Customer Satisfaction 52

Customer Satisfaction Measurement Net Promoter Score Effort Score 52

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. Do you first have to analyze customer (quantitative) data or focus on their (qualitative) journeys? The Holy Grail of customer research is combining quant and qual data to get the most complete picture of your customer.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

CX Accelerator

OCTOBER 25, 2018

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Customer Experience is not about where, it’s about how. There is no doubt that the contact center industry is poised for massive changes.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

Kustomer

NOVEMBER 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Matt Dixon from Tethr to reinvent what it means to delight your customers. Delight typically means going above and beyond customer expectations, so what is there to reinvent? Is Customer Delight Expensive?

Customer Service 98

Customer Service Effort Score Self Service Customers 98

SurveySensum

FEBRUARY 17, 2021

In the fourth episode of the Experience talk: Voice of Customer and Employee , Tanuj Diwan , Head of Product and Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum are running a workshop on Customer Journey Mapping. . What do you need before the Customer Journey Mapping workshop?

Customer Journeys 59

Customer Journeys Exercises Touchpoint Metrics 59

SuiteCX

JULY 10, 2017

SuiteCX has mastered the concept of Inventory by creating a standalone map type in the software that acts as a Grid map, where you can strategically place each of your Customer or Brand Interaction points along an X and Y axis modeled by Lifecycle by Department or Channel. This effort in and of itself is a major milestone and deliverable.

Customer Journeys 100

Customer Journeys Effort Score Exercises Interaction 100

SuiteCX

JULY 10, 2017

SuiteCX has mastered the concept of Inventory by creating a standalone map type in the software that acts as a Grid map, where you can strategically place each of your Customer or Brand Interaction points along an X and Y axis modeled by Lifecycle by Department or Channel. This effort in and of itself is a major milestone and deliverable.

Customer Journeys 100

Customer Journeys Effort Score Exercises Interaction 100

Customer Bliss

MAY 5, 2015

To make sure your customer experience work stays on track, you need to constantly manage these seven inhibitors of customer experience success: Inhibitor 1: Starting with a Mantra, Not an Action Plan . Inhibitor 2: Not Defining the Customer Experience and Gaining Alignment on the Path of Actions.

Customer Experience 100

Customer Experience Effort Score Net Promoter Score Roadmap 100