CX Journey

APRIL 7, 2016

When that’s the case, efforts to train customer-facing employees often generates frustration. Instead of worrying about typical customer satisfaction measures such as share of wallet and net promoter scores, organizations that aim for dramatic change should look at the number of new value adding service ideas put into practice.

Culture 80

Culture How To Net Promoter Score Airlines 80

delighted

AUGUST 23, 2019

While you’re at it, get buy-in internally for your effort and let people know you will be following up on how they can get more involved. Is this about a white paper that they read? This will help give you feedback and scoring data on why people stayed or left, found value or didn’t. scores have been calculated.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

Kitewheel

SEPTEMBER 16, 2019

CX leaders have NPS score data, Marketers have campaign attributions and interactions, Sales has to consider if their emails are being opened, and technology teams are being asked to link it all together. Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Esteban Kolsky

APRIL 7, 2015

Recently, Esteban Kolsky, Brian Vellmure and Krissy Espindola were summarized in a white paper from NICE based on their roundtable discussion on The Customer Journey: The Five Things You Need To Know Now. You may need to deconstruct each step as a separate job and create metrics for them as well.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Confirmit

MAY 29, 2018

With the right program in place, the Voice of the Customer can directly correlate to business success metrics so it’s well worth the time and effort to connect with customers using the right channel, at the right time. White Paper. Promote culture change: By driving customer-centricity and cross-functional change.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. Older systems often don’t provide convenient access to KPI metrics. When it comes to scoring contact center service, it’s the voice of your customer that really counts.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

ChurnZero

SEPTEMBER 30, 2021

Those are things that you can put across your platform that don’t take a lot of effort that operations can implement. Whenever the VP of Sales came to a meeting about numbers and data and metrics, whatever reporting, he never showed up without his sales operations. One of the teams I worked with, there were only 17 people.

Customer Success 52

Customer Success How To Effort Score Sales 52

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Will your organization have a low-effort experience when implementing this engagement tool? Will your employees be able to adapt quickly to the system and with minimal training?

Software 102

Software Customer Engagement Engagement Social Media 102

Amity

FEBRUARY 10, 2017

At Oracle Marketing Cloud we’ve undergone an effort to integrate various technologies into a single platform that enables our customers to accelerate and optimize the way they find and nurture prospects in a more personalized, targeted, and automated way. And they need to be able to quantifiably prove their efforts affect bottom line.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48