Experience Investigators by 360Connext
APRIL 23, 2024
Metrics from customer surveys like Net Promoter Score (NPS) or Customer Satisfaction Rate (CSAT) are measurements from a certain group of customers to consider in your strategic decisions. We typically assist our clients in team development through ongoing coaching, hands-on workshops, and specific training.
ShepHyken
APRIL 14, 2024
Balancing Customer Loyalty in an Age of Growing Business Costs by Tom Behnke (Retail TouchPoints) Consumers again and again have propped up the economy, fueling consistently strong growth in ecommerce and giving the retail industry an important edge in otherwise dark times. BONUS What Is Net Promoter Score and How Does It Work?
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InMoment XI
OCTOBER 24, 2023
These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Comprehensive training programs, workshops, and regular feedback sessions can ensure that every team member is aligned with the analytical vision. Enter analytics.
Experience Investigators by 360Connext
DECEMBER 15, 2023
Related: Three Employee Experience Touchpoints that Impact Customer Experience Then be honest and authentic about sharing where this might need attention. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience.
Experience Investigators by 360Connext
JANUARY 12, 2021
When I consult and workshop with leaders of organizations on their Voice of the Customer Programs — whether starting from scratch, or trying to fix a strategy that’s not quite working — there are set-up steps we take before we ever start discussions around what tools or metrics to use. So why do so many VoC strategies fail?
ShepHyken
FEBRUARY 18, 2024
I do like the customer experience definition, which is every touchpoint from the first interaction until the customer is no longer doing business with you. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. There’s more to it than that, but let’s move on.
Retently
MARCH 18, 2024
In this context, three main customer satisfaction metrics stand out due to their effectiveness and widespread usage: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Would you like to provide any additional feedback on how we can improve our issue resolution process?”
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