ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. It starts with “becoming your customer.”.

Customer Service 162

Customer Service Airlines Metrics Journey mapping 162

Peter Lavers

MARCH 17, 2015

acquisition) rather than about serving existing customers better (i.e. Improving the customer experience is also high priority, but often there’s a big disconnect between where innovation and customer experience sit in the organisation. CUSTOMER EFFORT. retention).

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

Hello Customer

JUNE 5, 2023

Good news, bad news We recently had the honour of welcoming Nienke Bloem to our Hello Customer customer day. Bloem is a world-renowned customer experience expert and speaker. She immediately set the tone of her keynote with the main message for the audience: "Great customer experiences don't happen by accident.”

Customer Experience 52

Customer Experience Airlines Customer centricity Journey mapping 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52