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. Why is this important, you might ask?

Journey mapping 177

Journey mapping Customer emotions Customer effort B2C 177

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. A handful of inspiring articles on customer centricity: How to empower your organization to improve customer experience by Lumoa, “ 7 Secrets Of Building A Customer-Centric Company Culture ” by Micah Solomon.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

aircall

SEPTEMBER 22, 2021

Once you’ve gathered the data, you can use certain tools to help with customer feedback analysis. Customer Effort Score (CES). Customer Effort Score (CES) is a customer experience metric that uses a CES survey to measure how easy it was for the customer to interact with your business.

Feedback 62

Feedback Journey mapping Brand ambassadors call center software 62

CSM Magazine

MAY 19, 2023

To excel in customer experience engineering, professionals need to have a deep understanding of customer behavior, preferences, and expectations. It focuses on creating a seamless and delightful experience for customers throughout their journey, including pre-sales, actual purchase, and post-sales support.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

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. Number of satisfied customers ÷ Total number of respondents x 100 = CSAT. Success metric #2: Customer effort score.

Metrics 52

Metrics Surveys Chatbots Best practices 52