Quiq

DECEMBER 8, 2021

Identify weak points in the customer journey. Measure the success of your customer service team. Predict customer loyalty. But the world of customer data is massive. On a 1 to 5 scale, 4s and 5s are typically the highest predictors of customer retention. Success metric #2: Customer effort score.

Metrics 52

Metrics Surveys Chatbots Best practices 52

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. CTI: Computer Telephony Integration provides for enhancement and strengthening of client interactions by adding a new dimension to the notion of customer service. The same holds true for the contact center industry.

Contact Center 52

Contact Center Interactive Voice Response Coaching Construction 52

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

ProProfs Blog

MARCH 18, 2020

When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right? What if you need more constructive feedback to make things better for your customers? Well, you have to understand how to measure customer satisfaction by expressing it in meaningful, comparable, and unbiased numbers.

Surveys 145

Surveys Metrics Feedback Best practices 145