PeopleMetrics

OCTOBER 19, 2015

So lets get started: how should you decide between customer satisfaction and customer effort when evaluating specific interactions with your company? Using Customer Satisfaction. Customer satisfaction (often abbreviated to CSAT) centers on the level of satisfaction a customer feels after interacting with your experience.

Customer effort 101

Customer effort Construction Metrics Customer Experience 101

CCNG

OCTOBER 19, 2022

(Gartner, 2021) 8 in 10 consumers report that businesses are meeting or exceeding their expectations for service, compared to 67 percent in 2014. In fact, 40% say businesses have increased their focus and attention on service, a significant increase in just three years (up from 29% in 2014). Short answer: YES!

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

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. The reason why I think the quote is so apt is because I personally agree very much with its sentiment.

Customer Experience 91

Customer Experience Customer centricity Customer retention Customer effort 91

ijgolding

SEPTEMBER 24, 2015

Last year, Nunwood’s UK analysis concluded that ‘Customer Excellence is here: it’s just not evenly distributed yet’. It was a sentiment I very much agreed with – you can read more about the 2014 results here. Expectations – Managing, meeting and exceeding customer expectations.

Customer Experience 87

Customer Experience Advertising Banking Customer centricity 87

Nicereply

MARCH 14, 2023

This book provides a simple formula for executing on your most critical priorities amid the day-to-day activities needed to keep a customer support team running. You’ve become the bad person in this scene. Notable quote: “Being awesome at the job means playing the long game and building a reputation for excellence.

Management 98

Management Call Center Metrics Entertainment 98

COPC

OCTOBER 10, 2017

The report carries forward numerous data points, with many reaching back to 2014, as well as two entirely new sections of research: the Purchase Experience and Customer Effort. The report also features a must-read special commentary by Liliana Petrova, director of customer experience at JetBlue Airways.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Consider using AI technology in tandem with live agents to deal with demand while still offering a personalised customer service when required. Established in 2014, EBI.AI

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52