COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Consultants have set up entire businesses profiting from this discourse. Since 2003 NPS has grown in popularity.

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GetFeedback

SEPTEMBER 20, 2019

Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. In 2003, loyalty consultant Fred Reichheld proposed a simple method to measure loyalty, called the Net Promoter Score ® (NPS ® ). .

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Metrics Surveys Feedback Customer effort 111

Taylor Reach Group

JUNE 6, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. 2) Customer convenience: Sometimes customer inquiries and concerns can be alleviated very quickly and easy, with the use of live chat. Garry Schultz – Senior Consultant - Ottawa.

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Taylor Reach Group

JUNE 20, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Turaj: Customer Effort is a key factor in delivering a satisfying customer experience. If you customers can’t get through to you or have long wait-times, they won’t be happy. John Cockerill – President.

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Taylor Reach Group

JUNE 13, 2017

Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. Ranked #5 in Customer Service Globally with 27 awards for operational excellence. He has been working in the industry for 35+ years and has led The Taylor Reach Group’s success, as CEO and Chief Chaos Officer, since 2003.

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Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. I would NEVER rely on NPS as the only measurement of customer perception."

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