ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Where do customer relationships feature on those journey maps?

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Journey mapping Customer emotions Customer effort B2C 175

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. In the early days of speech analytics, audio-mining systems turned audio recordings into text so that certain words or phrases could be searched for. These systems may also identify and analyze customer emotions during a call.

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Contact Center Interactive Voice Response Coaching Construction 52

Pointillist

JUNE 6, 2018

Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). They also use customer lifetime value(CLV), share of wallet, and retention. I think another challenge is capturing and quantifying the impact of customer emotion.

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