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. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

Nicereply

MARCH 14, 2023

The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service By Jeff Toister Published: 2017 Length: 190 pages If your company or team culture sucks, your customers will be negatively impacted. No amount of coaching, training, or quarterly feedback surveys will prevent it.

Management 98

Management Call Center Metrics Entertainment 98

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. The irony, of course, is that companies really shouldn’t have to survey customers about the level of Effort they’re experiencing.

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. However, with only thirty days, you don’t have time to learn everything under the sun about customer service. What you need is a base level of knowledge that will enable you to create a feedback loop. Remember, this is only temporary.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Nicereply

JUNE 20, 2019

Customers aren’t just numbers but people and no innovation or technological advancement can change that. Now, let’s see 7 customer service trends to keep an eye on in the remaining quarters of 2019. A few years ago, having customer feedback concerning how good your product is and on its price could be sustainable.

Marketing 77

Marketing Chatbots B2C Self service 77