Communications Equipment Company Case Study
Zappix
OCTOBER 6, 2021
A global leader in mission-critical communications and analytics wanted to improve their customer experience and reduce customer effort when handling complex information.
How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience
Eptica
SEPTEMBER 4, 2019
That’s why so many successful companies operate Voice of the Customer (VoC) programs. The AI within vecko guarantees a 95%+ reliability rate when it comes to analyzing customer verbatims, enabling CA CF to extract true customer intelligence that explains emotions, churn risks and intentions. Share this page on: Tweet.
Finance 
62
62 Join 52,000+
Insiders
Sign Up for our Newsletter
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Trending Sources
Measuring Customer Experience: How to Collect the Right Data and Act on It
Totango
MAY 5, 2021
Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Customer Effort Score (CES).
10 Essential Customer Journey KPIs
Mindtouch
MARCH 16, 2020
It’s a great case study of a company approaching one of their core organizational objectives (drive CLV) by first considering how they might enrich the customer experience. Do your sub-par CSAT scores indicate an underlying issue along the customer journey, one you might be able to address to product or process improvements?
Self service 105
105 
How to Survey for More Metrics in Zendesk
Nicereply
JUNE 18, 2020
Using Nicereply, you can measure CSAT as well as 2 more well established CX metrics – Net Promoter Score and Customer Effort Score. NPS was developed by Bain&Co almost two decades ago as the ultimate question to gauge the loyalty of your customers. Measuring Customer Effort Score (CES) with Zendesk.
Metrics 86
86 
How Good Customer Experience Drives Business Growth
Nicereply
DECEMBER 19, 2022
The most powerful marketing engines can’t beat happy customers recommending their products to friends and family. You don’t need a case study to understand why that is— happy customers want others to experience the joy your product brings them. Investing in happy customers means gaining their referrals.
CSM Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).
Metrics 59
59 
Measuring Customer Experience: How to Collect the Right Data and Act on It
Totango
OCTOBER 20, 2020
Anticipating which customers are viable candidates for upsell/cross-sell opportunities. Tracking the progress of customer satisfaction to judge the success of proactive measures. Asking promoters to participate in a case study, serve as a reference, or speak at an event. Customer Effort Score (CES).
5 Tips for Successful Business Continuity Planning for Contact Centers
Interactions
APRIL 9, 2020
To decrease customer effort and deliver more effective communication, send out proactive notifications to appropriate channels. By anticipating frequent customer inquiries, this solution can reduce and redirect inbound inquiries to the contact center, which not only helps customers, but also relieves stress for agents.
Qualitative vs. quantitative research: What’s the difference?
delighted
APRIL 13, 2022
Examples of when you might use quantitative research include: Understanding customer effort , customer satisfaction , and more Testing how a change in customer experience affects your audience Confirming a theory, such as why customers like a certain product or service. This method provides qualitative data.
Surveys 76
76 
8 Best Front Integrations To Provide Better Support
Nicereply
DECEMBER 10, 2020
This way you can measure the most popular customer service quality metrics – Customer Satisfaction, Customer Effort Score, and Net Promoter Score. You can learn more about how Front uses Nicereply to provide a seamless experience in a case study we published last year.
Surveys 52
52 
What You Should Measure, But Probably Don’t
Amity
APRIL 3, 2017
These metrics are not actively measured in Customer facing worlds and may be measurements that are frequently missed. CES: Also known as Customer Effort Score is a newer measurement in the customer-facing world. How much effort is involved for the customer to do business and/or interact with us?
Upselling 70
70 
Content and Customer Lifetime Value
Mindtouch
FEBRUARY 6, 2020
A recent case study from Search Engine Land got us thinking about the tie between content and customer lifetime value (CLV). The study is about an e-commerce company that did something bold: it pulled down all of its “informational” website content. The common denominator is creating value for customers.
Self service 21
21 
Customer Success Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).
Metrics 52
52 
Customer Success Team Performance Metrics That Matter
CSM Practice
FEBRUARY 24, 2020
An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).
Metrics 52
52 
17 Must-Read Books for Support Managers
Nicereply
MARCH 14, 2023
It proves that loyalty has much more to do with how well companies deliver on their basic promises to customers—rather than how dazzling the service experience might be. It’s a premise that’s closely related to the popular Customer Effort Score metric , used by many support teams around the world.
Management 98
98 
How to Win Funding for a Contact Center Improvement Project and Elevate Customer Service
Aria Solutions
AUGUST 30, 2019
If your organization is CX-Focused, the barometer for success or failure of any contact center initiative will be communicated in CX metrics like Customer Satisfaction Index (CSI or CSAT), Net Promoter Score (NPS) and Customer Effort Score (CES). . 4 Steps to Calculate the ROI of Your Initiative. Think like an accountant.
How to Get More From Your Net Promoter Score Program
Amity
JULY 4, 2017
Route your promoter responses to Marketing, they may want to reach out for a testimonial or a case study. Or, send Customer Effort Score ( CES ) surveys at the completion of onboarding to understand how that process went from your customer’s perspective. >
Surveys 66
66 
5 Effective Methods to Identify and Meeting Customer Needs
REVE Chat Blog
JANUARY 22, 2020
Surveys – The analysis done through surveys help businesses to get a picture of their position in the market in terms of fulfilling the needs of their target customers. The case study video speaks about the importance of identifying customer needs: Types of customer needs .
Construction 108
108 
15 Practical Lead Generation Ideas and Strategies to Implement in 2020
REVE Chat Blog
NOVEMBER 21, 2019
In such scenarios, you can wisely use the live customer engagement tools like co-browsing, video and voice chat to deliver real time assistance to your customers. Case studies – Case studies are an effective webinar format because sales ready leads look for concrete details on product ROI and benefits.
What is Customer Effort Score (CES) and How to Measure It?
Kayako
JUNE 16, 2022
Rather than elaborate (and often expensive) campaigns to exceed customer expectations, consumer behavior data indicates that companies can reduce customer service costs and attrition rates by focusing on the basics. For example, reducing customer effort in self-service options and streamlining the live call experience.
7 Trends That Will Shape The Future Of Customer Focused Marketing
Nicereply
JUNE 20, 2019
” Furthermore, Tiffani Bova , a Salesforce Customer Increase Evangelist cited Uber as a case study: “People prefer to wait for Uber cabs while staring at other taxis drive pass them.” Delivering a blanket approach to your customers is so old-school. Personalization.
Marketing 77
77 
Manager’s Guide to Abandonment Rates in the Contact Center
Fonolo
MAY 3, 2023
Case studies suggest that 35% is a reasonable benchmark for the “Abandon Rate Reduction Factor.” That’s because the mental effort required from the caller is much reduced. For companies focusing on “customer effort score”, this is a good point to keep in mind.)
Abandon rate 75
75 
Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry
ijgolding
NOVEMBER 12, 2015
If you’d like a case study of the awfulness of BT – I would be delighted to share. I am at the point where I almost think I must be a special experiment customer to see how poorly they can treat me! Adding another SIM to my @tmobile account.
New Research: Customer Effort Score Debunked, NPS® Vindicated
Genroe
APRIL 13, 2015
It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? Customer Effort Score is Not Effective. Ask 10 people and you’ll get 10 different answers — all of them based on opinion.
What is CX (Customer Experience) and Why It’s So Crucial
Nicereply
OCTOBER 24, 2023
Common indicators include Net Promoter Score (NPS) , Customer Satisfaction Score (CSAT) , and Customer Effort Score (CES). Blaze Pizza, the Pi Day mavericks: A case study in killer CX Remember when Blaze Pizza turned Pi Day into a celebration of $3.14
7 Ways to Deliver a Seamless Omnichannel Customer Experience
JivoChat
MARCH 31, 2021
For example, does your knowledge base lack content that addresses common customer FAQs? Does your marketing team lack adequate case study and buy guide content to help move leads down the funnel? How can you use technology to deliver this level of personalization?
ROI of Customer Experience can be measured: Build your case for ROX
delighted
DECEMBER 10, 2019
NPS) present a unique case for a CX program in itself — how do you know if your customers are loyal without a CX program in place that measures sentiment? Our customers have found that measuring operational metrics alone isn’t enough (read the case study ). Build your own CX ROI model.
How to Build Client Relationships Digitally: 14 Pro Tips
Totango
AUGUST 11, 2022
Showcase client case studies. You can set up your customer success platform to trigger feedback surveys like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES) surveys. Letting customers know you value them promotes better relationships. Overdeliver value.
SaaS 106
106 
Customer Success for Service Companies
SmartKarrot
MAY 28, 2021
This may include customer-focused content such as blogs, videos, self-help guides, webinars and more. For example, continuing the digital marketing agency scenario- you can share case studies of what worked for clients who are similar to them with tangible facts. Once this is done, you can evaluate customer experience.
SaaS 10
10 
Hello to “Hands-Off”: Visual Strategies for Contactless Service
TechSee
JULY 14, 2020
The report demonstrates how implementing visual contactless service addresses customer safety concerns, reduces customer effort, lowers operational costs, improves efficiency, and boosts employee satisfaction. To learn more about contactless service, including a case study on the topic, access the full report here.
Self service 109
109 
Measuring Service Quality- Your Guide to Customer Service Metrics
ProProfs Blog
DECEMBER 11, 2020
Understanding app-usage stats and reducing churn by directly addressing customer feedback. Customer Effort Score (CES). The CES or Customer Effort Score is one of the most reliable service quality metrics and was proposed in a post by the Harvard Business Review. Read Also: What Is a Good Customer Effort Score. #5.
Metrics 78
78 
4 Ways to Provide Personalized Customer Service
Kayako
AUGUST 12, 2022
Increased loyalty results in higher customer retention, reducing expensive churn and increasing customer lifetime value (CLV). The absence of an organized system with accessible client details undermines your customer service reps. It’s a survey question, “How easy was it for you to get your problem solved?”
Personalization 117
117 
Customer Journey Insights Increase Marketing Impact
ClearAction
AUGUST 6, 2019
In addition to studying these customer insight sources singularly, patterns are researched in how the customer insight sources correlate to one another. For example, do churn customers have a low NPS or high customer effort score? NPS (Net Promoter Score): how likely customers are to recommend the company.
Marketing 48
48 
Customer Service is a Gold Mine for Employee Experience Ideas
Russel Lolacher
JUNE 15, 2021
Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.
Customer Service 128
128 
Customer Feedback Loop: What Is It and How to Close It
Lumoa
OCTOBER 12, 2020
In order to maximize information received from the customer-facing team members of your business, it’s important to establish the customer feedback loop. What is the Customer Feedback Loop? It’s also relayed to the marketing teams, who use real-life examples of customers asking for the feature to inform marketing materials.
Feedback 83
83 
The Ultimate Guide to Customer Support Metrics
Kayako
MARCH 3, 2016
Download the Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support quality metrics. In this section: Customer effort score. Customer satisfaction score (CSAT). Customer effort score (CES). What is customer effort score? Rating response rate.
Metrics 69
69 
How to Be a Low Effort Company
Comm100
APRIL 25, 2018
When your customers only have to sit back and have everything done for them, they will definitely keep on coming back. A Case Study: Richmond Telephone Company. The lessons provided by the Richmond Telephone Company regarding effortless customer experience should not be ignored though. Mitigates Customer Disloyalty.
Self service 40
40 
Which customer satisfaction metric is best? CSAT, NPS, or CES?
delighted
OCTOBER 18, 2019
When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). CES has also been correlated to customer loyalty. So, which is best for you?
Metrics 40
40 
Customer Effort: How to Make Things Difficult for Customers, by Premier Inn
ijgolding
OCTOBER 17, 2017
This is the not the first article I have written about the subject of Customer Effort. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. Maybe I was unlucky – I came across the only two Premier Inn members of staff who make customers feel this way.
Customer effort 158
158 
Hear from the Experts: Thoughts on the Future of AI and Visual Self Service
TechSee
JULY 14, 2021
Use Cases for Visual Assistance and Self Service. How can organizations select the right use case for their visual assistance? Donna Fluss: We know that self-service is a great use case. Studies have shown that at least 60% of dispatches aren’t necessary and can be avoided.
Self service 207
207 
Peek inside HubSpot’s customer-centric strategy: how to build a customer-obsessed culture
Lumoa
JUNE 28, 2018
As an active user of HubSpot you would deal with on average one customer survey per week about a variety of new features (which are released extremely often) or about customer support. Those are the people who participate in case studies, reference calls or simply tell their friends, or colleagues about HubSpot.
How Customer Success Software Benefits Your Sales, Marketing, and Product Teams
ChurnZero
DECEMBER 15, 2021
This allows you to capitalize on moments when your customers are more primed to spread good sentiments about your company. Use Cases for Every Case Study. Marketing teams can use Customer Success software to easily source customers for case studies without needing to ask or rely on the Customer Success team for input.
Sales 98
98 
How Sales, Product, and Marketing Use a Customer Success Software
ChurnZero
APRIL 2, 2021
Sales can also use customer review data to see which customers have engaged with a campaign and left a positive review to target prospects with similar attributes. Find customer use cases for every case study. Reinforce marketing content in your application.
Sales 64
64 
Let's personalize your content