SharpenCX

JULY 21, 2020

Customer satisfaction doesn’t equate to customer loyalty. Delighting customers only goes so far. And, Gartner’s survey found that constructing your CX strategy around delighting your customers can cost 10% to 20% more in operational costs. I loved the personalization and thought. Better proactive outreach?

Customer Experience 67

Customer Experience Construction Interactive Voice Response Contact Center 67

Lumoa

JANUARY 3, 2023

It is essential to keep principles of survey design in mind when constructing questionnaires or polls. This means that before you even begin constructing your survey, you should take some time to think through and clearly define what result you want to achieve with this survey. Start with the end goal in mind. Metric selection.

Best practices 157

Best practices Surveys Metrics Construction 157

Satrix Solutions

JANUARY 29, 2021

I often call this where the rubber meets the road in customer experience programs. Organizations are often so focused on key performance indicators like Net Promoter Score , C-SAT, or Customer Effort Score that they tend to overlook the feedback gathered and the tremendous value that is created when the organization properly closes the loop.

Scripts 78

Scripts Surveys Feedback Customer centricity 78

ChurnZero

MARCH 29, 2019

While the personal connection might skew results, it is also a good way to inspire people to actually participate. Sample CSAT questions can involve a rating of customer service, product viability, website usability, and the ability of the company to resolve any issues. Some tips for survey construction: Make surveys clear and concise.

B2B 73

B2B Surveys Customer centricity Construction 73

Nicereply

OCTOBER 24, 2023

A positive customer experience is characterized by customer satisfaction , ease of use, personalization, and meeting or exceeding customer expectations. Because of this, effective management and improvement of customer experiences are crucial for building customer loyalty and long-term success in business.

Customer Experience 59

Customer Experience Feedback Airlines Analytics 59

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Nicereply

DECEMBER 3, 2019

What are the core components of delivering great customer service? What are the building blocks upon which the hallowed temple of customer satisfaction is constructed? For our purposes, we’ll break customer service down into the components below. These three books will set a strong foundation for you.

Customer Service 74

Customer Service Metrics Customer Support Construction 74