Eptica

JANUARY 25, 2017

Satisfaction is at its highest since July 2013 , according to the 10,000 consumers who were asked for their views on companies in 13 different sectors. However, digging deeper reveals five key trends that companies need to address if they are to continue to score highly for customer satisfaction: 1. the first rise for two years.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

Nicereply

MARCH 14, 2023

The Effortless Experience: Conquering the New Battleground for Customer Loyalty By Matthew Dixon, Nick Toman, and Rick DeLisi Published: 2013 Length: 257 pages “The way to win the loyalty of your customers is by delighting them.” You’ll find this one particularly useful if you’re just getting started as a support manager.

Management 98

Management Call Center Metrics Entertainment 98

Contact Center Geek

JANUARY 14, 2016

For a few-hundred dollars, the Temkin Group will send you their 2013 research findings. I believe it is an extremely valuable methodology for getting customer feedback. What about customer effort? I also believe that NPS and customer effort scoring can co-exist. I'm not suggesting companies abandon NPS.

Contact Center 48

Contact Center Management Call Center contact center associations 48

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

ijgolding

OCTOBER 21, 2014

Time and Effort. Described by Nunwood as – minimising customer effort and creating frictionless processes. However it should be noted that the brand that has come top of the pile in 2014 (and was also third in 2013) is one that comes from the industry that many of us still trust the least. Now that would be nice!

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

Tethr

OCTOBER 10, 2018

Instead, they continue to pour time and resources into teaching their sellers to ask better questions so that they can diagnose customer needs… instead of investing in their ability to prescribe needs to customers. What kind of interaction actually leads a customer to give us a high NPS or low Customer Effort score?”.

Customer centricity 48

Customer centricity Scripts Enterprise Sales 48

CCNG

OCTOBER 19, 2022

(Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2011) Customers who had a very good experience are 3.5x Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

ijgolding

NOVEMBER 12, 2015

I am at the point where I almost think I must be a special experiment customer to see how poorly they can treat me! Another contact of mine, Karen Wenborn took to LinkedIn to share her experience with T-Mobile – now part of EE: Customer effort. Adding another SIM to my @tmobile account. Or trying to.

Customer Experience 88

Customer Experience Interactive Voice Response Customer centricity Telecommunications 88

Tethr

MARCH 26, 2019

And many pushed back on the suggestion that they use a metric like our newly invented Customer Effort Score (CES) over traditional measures like CSAT or NPS. It seems everywhere you turn, practitioners and thought leaders alike have embraced the idea of reducing customer effort.

Customer effort 48

Customer effort Wireless Airlines Banking 48

aircall

SEPTEMBER 12, 2016

In the year 2013, Google commissioned Ipsos to carry out a study on their click-to-call buttons. Some of the points the customer experience managers should ensure include: Reduced customer effort. Improve customer satisfaction and loyalty. Statistics on the use of click to call.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

Tethr

DECEMBER 7, 2020

Clearly, in the eyes of customers, there is a significant opportunity to improve the way that companies handle issue resolution. And it makes a ton of sense for companies to close the performance gap here: repeat contacts are, by far, the most insidious of all sources of customer effort. Step three: Analyze.

Coaching 72

Coaching Banking Customer effort Wireless 72

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone channel is an means to a simplified customer experience.

Customer Support 81

Customer Support First call resolution Brand ambassadors voip 81

aircall

NOVEMBER 3, 2016

Lacking a prominently displayed phone number on your website makes an unfavorable impression: in 2013, 47% of people reported feeling “frustrated or annoyed” and “more likely to explore other brands” when unable to contact a business directly. The phone channel is an means to a simplified customer experience.

Customer Support 59

Customer Support First call resolution Brand ambassadors voip 59

Tethr

MAY 22, 2019

Clearly, in the eyes of customers, there is a significant opportunity to improve the way that companies handle issue resolution. And it makes a ton of sense for companies to close the performance gap here: repeat contacts are, by far, the most insidious of all sources of customer effort.

Wireless 67

Wireless Coaching Banking Accountability 67

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. In this blog, we will take a look at the different customer experience metrics, what they are, their strengths and weaknesses, and when to use. CES – Customer Effort Score.

Metrics 60

Metrics Customer Experience Surveys Feedback 60

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. You want to create emotional bonds that make the customer experience in call centers as positive as possible.

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52