Mindtouch

FEBRUARY 27, 2018

If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort.

Self service 48

Self service Customer effort Analytics Metrics 48

NICE inContact

AUGUST 9, 2018

In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. Customer Satisfaction (CSAT). Customer Effort Score (CES).

Metrics 49

Metrics Airlines Customer Service Contact Center 49

Nicereply

FEBRUARY 2, 2024

Customer success is central to the success of a business. The more customers experience success with your product, the more they’ll use it and recommend it to others. Customer success has become a key priority for businesses lately because of the intense competition in most industries.

Education 59

Education Accountability Customer retention Journey mapping 59

Lumoa

FEBRUARY 28, 2023

Your customers are a wealth of information on how you can improve your marketing, sales, and customer experience. You’ll be richly rewarded: 78% of customers have a more favorable view of brands that ask for feedback. Strategically reacting to customer feedback can increase customer loyalty and retention.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Hello Customer

AUGUST 4, 2022

First things first, let us help you understand what a Customer Satisfaction Score (CSAT) really is. To put it in simple terms, it is a customer satisfaction metric that can be used alongside Net Promoter Score (NPS) and Customer Effort Score (CES) - as part of your Voice of the Customer program.

Metrics 52

Metrics Surveys Customer effort Feedback 52

CSM Magazine

MAY 19, 2023

Customer Experience Engineering (CXE) is a growing field that focuses on designing, managing, and improving the interactions between a company and its customers. At its core, customer experience engineering seeks to ensure that every touchpoint a customer has with a company leaves a positive and lasting impression.

Engineering 52

Engineering Customer Experience Journey mapping CRM 52

delighted

DECEMBER 17, 2019

Thus, the resulting solutions are often short-sighted and ineffective, with similar or new symptoms reappearing as customer needs change and businesses grow. In an increasingly customer-centric world, avoiding band-aid solutions to customer experience problems starts by having a framework in place to evaluate the totality of an issue.

Customer Experience 40

Customer Experience Airlines Feedback Surveys 40

Lumoa

JANUARY 7, 2021

In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all.

Journey mapping 83

Journey mapping Surveys Feedback Analytics 83

GetFeedback

APRIL 24, 2019

Where would your business be without its customers? That’s why companies are increasingly dedicating time, energy, and resources to improving the overall customer experience (CX). Although your products and services are essential for a great experience, they’re not the only component. Customer Satisfaction Score (CSAT).

Morale 68

Morale Surveys Metrics Customer effort 68

CX Global Media

APRIL 10, 2017

If you need more than just simple product descriptions and frequently asked questions to make a sale and service customers are your people properly equipped? Delivering a great customer experience is not possible even if you have the most modern communication platform. Would these be goals of your customer experience strategy?

Sales 120

Sales Contact Center Customer effort Call Center 120

CustomerSuccessBox

JUNE 24, 2022

Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. Keep tracking your SaaS retention metrics to success in the churn and retention game.

Upselling 52

Upselling SaaS Customer advocacy Metrics 52

Mindtouch

FEBRUARY 23, 2018

A bad (or absent) self-service strategy can create support ticket backlogs, overtaxed support teams, and frustrated customers, eventually impacting the bottom line. A rock solid self-service strategy, on the other hand, can empower support agents, lower customer effort, and improve ticket deflection.

Self service 54

Self service Customer effort Engineering Chatbots 54

Nicereply

OCTOBER 3, 2023

There’s a strong correlation between customer satisfaction and a company’s financial performance. Satisfied customers tend to purchase more, return more often, and bring in more revenue. Engaging customers through feedback can make them feel valued and listened to, deepening the relationship and fostering a partnership.

Surveys 52

Surveys Customer centricity Analytics Feedback 52

Help Scout

MAY 27, 2021

While it’s true that both customer success and account management move your customers through their life cycles, they are focused on distinct aspects of the customer experience, and they have different strategies for supporting and guiding customers.

Accountability 65

Accountability Management Upselling Education 65

Kayako

MAY 18, 2017

Imagine a world where reply time, a pillar of customer support metrics, wasn’t the critical factor — but it was customer context? Why is context missing from customer support journeys? The missing factor that’s critical—and missing from thousands of customer experiences across the globe—is feeling understood.

Customer Support 89

Customer Support Metrics Engineering Personalization 89

delighted

MAY 18, 2021

How big is the team running your experience management program? While the Concierge team takes the reins on running the experience management program, everyone in the company is all-in on the Delighted customer experience. How is your Delighted experience management program set up (survey type, distribution method)?

Feedback 54

Feedback Surveys Technical Support Benchmark 54

Mindtouch

JANUARY 24, 2018

It starts with asking the hard questions—taking an unflinching inventory of the support content experience we’re putting our customers through. Is our current workflow lowering customer effort? Or is it actually lowering effort for ourselves at the expense of the customer?

Management 48

Management Self service Customer effort Engineering 48

PeopleMetrics

MARCH 5, 2018

The same way you should check your fuel level before embarking on a long road trip, private equity firms need to ensure that an acquisition company’s customer base is still going to be there when the deal is done, and that the internal structure of the company is properly configured to support customer-centric goals.

Feedback 64

Feedback Customer centricity Revenue potential Benchmark 64

CX Journey

DECEMBER 2, 2014

Image courtesy of Unsplash Does self-service reduce or increase effort? Not just for customers but also for your business? I wrote about technology and the customer experience a couple times last year; after all, that''s what self-service is all about: technology. These should translate to good news for the customer, too.

Self service 67

Self service First call resolution Abandon rate Interactive Voice Response 67

Contact Center Geek

SEPTEMBER 9, 2018

Asking CSAT questions first seemed to be wasting customer effort without delivering any value. Closure Verification This particular survey is designed to be completed after the customer receives some type of closure to their contact. Questions often remain unanswered, because it doesn't seem worth the effort.

Surveys 63

Surveys Technical Support Scripts Customer effort 63

Squelch

JULY 23, 2019

In today’s installment of our Influential Women in CX series, we’re continuing our conversation with Irene Lefton, a customer success executive and evangelist. In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

Squelch

JULY 23, 2019

In today’s installment of our Influential Women in CX series, we’re continuing our conversation with Irene Lefton, a customer success executive and evangelist. In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means.

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

Solvvy

AUGUST 31, 2022

Satisfied, happy customers are key to business success, and the customer satisfaction (CSAT) score allows you to measure and monitor those sentiments. The CSAT score allows customer experience teams to measure how consumers feel about their brands and monitor changes in perception over time. Improve Customer Experience.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

JustCall

APRIL 3, 2023

Customer experience success for businesses strives on their ability to create unforgettable interactions—ones that keep customers coming back for more. A positive customer experience is no longer just nice to have; it’s a necessity. What is CX (Customer Experience)? Let’s get going.

Customer Experience 40

Customer Experience Journey mapping Surveys Feedback 40

Nicereply

DECEMBER 3, 2019

It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills. To become an expert in customer service in thirty days, you’re going to have to take a lot of information in. It may feel like you’re drinking from a fire hose of metrics or drowning in talk about soft skills.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

Tethr

NOVEMBER 5, 2020

Reducing customer effort can feel like a monumental task, especially for big companies with legacy business processes, policies, systems, or companies in regulated industries. But these first three steps will get CX and customer care leaders started quickly and effectively. Understand where your customers’ effort is coming from.

Customer effort 62

Customer effort Coaching Surveys Engineering 62

SmartKarrot

JANUARY 4, 2023

Net promoter score (NPS) is one of those must-have metrics for customer experience. It shows the loyalty a customer feels for an organisation and how many customers think this way. Some argue that the metric is too broad and does not provide any insights on which we can act.

SaaS 10

SaaS Benchmark B2B Metrics 10

delighted

SEPTEMBER 13, 2019

Customizable survey templates make short work of getting insightful customer feedback. Pleasing existing customers while actively pursuing new business can be quite a balancing act, especially if resources are limited. Why is customer satisfaction important for growth? Why do so many brands get customer experience wrong?

Surveys 45

Surveys Feedback Best practices Benchmark 45

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of.

Customer retention 164

Customer retention Sales B2B Marketing 164

Tethr

JUNE 22, 2020

How our customer success team uses the power of conversation intelligence to improve customer experience by listening at scale, turning raw, unstructured voice of customer data into actionable insight so you can transform your business and your customer experience. Although, you won’t need a Ph.D.

Customer Experience 66

Customer Experience Customer effort Interactive Voice Response Coaching 66

Netomi

AUGUST 31, 2022

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first glance, it seems that customer service KPI scores take a backseat to traditional business KPIs, like profits, costs and regional sales. What is a customer service KPI dashboard?

Metrics 75

Metrics Customer Service Virtual Agent Average Handle Time 75

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success. That is what led me into customer service and then ultimately customer experience.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Vistio

JANUARY 13, 2022

” The word I was looking for at that time was customer experience. Let’s look at the larger customer journey and reduce the friction upstream and set better expectations to equip customer service for success. That is what led me into customer service and then ultimately customer experience.

Customer Experience 52

Customer Experience Contact Center Metrics CRM 52

Nicereply

DECEMBER 19, 2022

“Customer experience” seems like a simple term, but it’s more nuanced than you might realize. It’s not about customer care —or any single area—but the overall impression your brand makes throughout the customer journey. And no matter how big a company grows, customers are what drives it forward. Greater Retention.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

Kayako

JULY 22, 2022

The good news is that one direct way to improve customer perception is to provide high-quality customer service. The reason is that customer service impacts the satisfaction metrics that influence customer perception, too. Customer perception is directly tied to the bottom line. Net Promoter Score (NPS).

Metrics 112

Metrics Customer effort Feedback Construction 112

Nicereply

JANUARY 21, 2020

Everyone is talking about how to make the best customer journey map, how to make the technology work for you, and promising that your journey map will be your silver bullet to understanding your customers’ motivations. That’s right: your customer journey map will never be perfect. It’s a good problem to have. Probably not.

Journey mapping 110

Journey mapping Metrics Engineering Customer effort 110

Tethr

OCTOBER 2, 2020

And how can you turn customer effort into effortless customer loyalty in every interaction? We’ll teach you that and more in “The Anatomy of an effortless service customer interaction.” ” THE BIG TAKEAWAYS: One customer interaction can undermine an entire customer experience.

Customer effort 109

Customer effort Customer Care Coaching Surveys 109