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?

Journey mapping 177

Journey mapping Customer emotions Customer effort B2C 177

CX Global Media

APRIL 10, 2017

Drawing on over 30-years combined experience in entrepreneurship, sales, film making and software development, Grypp Corp has combined its rich knowledge base and that of its extensive customer base, into the revolution that is Grypp. Emotion Wins Every time. Then you’re in deep jeopardy.

Sales 120

Sales Contact Center Customer effort Call Center 120

NobelBiz

AUGUST 3, 2021

but also qualitative: retention rate, customer satisfaction, Customer Effort Scores, etc. Today, speech analytics is the product of huge investment to thoroughly analyze vast quantities of conversations and find crucial information that leads to a better understanding of the customer’s words, intentions, and behavior.

Contact Center 52

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.

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40