ijgolding

OCTOBER 21, 2014

The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK. Time and Effort. Now that would be nice!

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Nicereply

MARCH 14, 2023

The 4 Disciplines of Execution By Chris McChesney, Sean Covey, and Jim Huling Published: 2012 Length: 296 As a support manager, it’s your responsibility to build a strong team and create a fantastic customer experience. You’ve become the bad person in this scene. The 4 Disciplines of Execution helps with the latter.

Management 98

Management Call Center Metrics Entertainment 98

Nicereply

JUNE 20, 2019

Research has shown that a 5% rise in customer retention can boost a brand’s income by 75% and such retention is the outcome of quality customer experience. This is even further proved by another survey by Forrester which revealed that the revenue growth of customer experience leaders is 5.1 Personalization.

Marketing 77

Marketing Chatbots B2C Self service 77

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. When we released the book, The Effortless Experience, in 2013, we unveiled a new version of the score which we called “CES 2.0.”

Surveys 68

Surveys Coaching Customer effort Metrics 68

Nicereply

DECEMBER 3, 2019

In late 2008 Malcom Gladwell published his book Outliers: The Story of Success. What are the building blocks upon which the hallowed temple of customer satisfaction is constructed? For our purposes, we’ll break customer service down into the components below. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74