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

Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?” But what if it isn’t true?

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.

Contact Center 48

Contact Center Management Call Center contact center associations 48

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. Their interaction should be much more personalized and tailored to their needs. or “does this do it for you?”

Call Center 52

Call Center Customer Service Scripts Multi-channel support 52

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

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

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