Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Purposeful Leadership: Leaders operate consistently with a clear set of values. ” – Shep Hyken.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySensum

SEPTEMBER 5, 2023

Here you go: Monitor Customer Effort Score (CES): Keep an eye on this score to reduce customer effort while onboarding. This score tells you how much effort your customers need to put in during onboarding. By gamification. Identify and address any pain points that can make their experience bad.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

SurveySensum

JULY 14, 2020

Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Make customer service training an ongoing effort. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) Emphasize hands-on learning.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Currency Alliance

FEBRUARY 10, 2021

In my opinion, if someone believes they have reached ‘best practice’, then they typically stop thinking about how to create more value for all stakeholders, and simply allow inertia to drive their customer engagement efforts. Otherwise, they won’t engage, and your marketing efforts will simply be more noise they have to contend with.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. The points can help cover up some inconsistencies, add gamification dynamics to the relationship, and help in keeping score. low cost, premium, or whatever your market positioning).

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Stella Connect

APRIL 17, 2018

In a 1:1 coaching session, managers can focus on each agent’s most recent interaction and how it relates to their overall performance scores. Make customer service training an ongoing effort. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.) Emphasize hands-on learning.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40