ChurnZero

MARCH 28, 2023

How to measure customer engagement A straightforward way to gain insight and measure customer engagement is to simply ask customers for feedback. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

SaaS 52

SaaS Chief Customer Officer Surveys Feedback 52

Kayako

JANUARY 12, 2017

“ The History of Customer Service: Ticket Troubleshooting to Proactive and Personal. “This post really captures how it all started and how the customer service space has evolved over time. The Customer Delight Playbook , by Sujan Patel. This is the ultimate customer experience guide.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Kayako

OCTOBER 23, 2017

Instead of one person feeling the full weight of responsibility to save a life, the responsibility is split between one hundred witnesses, and no one is compelled enough to act. If the bystander effect can have this effect on witnessing a murder, imagine what it does to a Voice of the Customer program !

Accountability 54

Accountability Feedback Chief Customer Officer Metrics 54

Customer Guru

MARCH 7, 2018

Could you tell us a bit about your personal story that led to you building a career in Customer Experience? Customer centricity is the DNA of the company; every single person here passionately works towards the customer. Is there any personal experience which really wowed you? by Jeanne Bliss.

Customer Experience 65

Customer Experience Customer centricity Chief Customer Officer B2C 65

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). Annette: It’s a mixed bag.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Mindtouch

AUGUST 21, 2019

Typically, contact center leadership is focused on how knowledge management can help impact call center KPIs such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT). Customer Effort Score (CES) , which measures how easy it was for customers to find what they were looking for, or to resolve an issue.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Vistio

JANUARY 13, 2022

I love that a lot of people say that they come into customer experience, that realm and they love it because it’s constantly changing, and it’s also a really personal industry where we’re a caring industry. What did that do for our customers? We have effort inside this journey. I love that answer.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52