CCNG

OCTOBER 19, 2022

(Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Toister Performance Solutions

MAY 19, 2022

All that makes it hard to solve customer problems and retain their business, which is the primary job of most customer service teams. One customer support team measured the impact of fatigue through its customer effort scores. Survey scores were eight percent lower in the afternoons, when employees were tired.

Surveys 62

Surveys Customer effort Customer Service Customer Support 62

Comm100

FEBRUARY 13, 2018

Let’s explore the reasons why customer delight doesn’t always ensure customer loyalty, and what strategies you can use instead. The way a company perceives itself and its initiatives are usually worlds apart from the views of their customers. In 2005, Bain & Company surveyed 362 firms. Download Now.

Multichannel 41

Multichannel Benchmark Journey mapping Call Center 41

Comm100

MARCH 2, 2022

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations are struggling to deliver on consumer CX expectations. In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.

Metrics 52

Metrics First call resolution Feedback Customer Experience 52