Customer effort, Employee engagement, Exercises and Journey mapping

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Customer effort

Employee engagement

Exercises

Journey mapping

Customer Service is a Gold Mine for Employee Experience Ideas

Russel Lolacher

JUNE 15, 2021

There are some great resources on employee experience but certainly not nearly as much as around the customer experience. With a quick Amazon book search, customer service keyword results are north of 100,000. Employee engagement hovers around 9,000. Employees feel less engaged and undervalued = less productive.

Customer Service

Customer Service Journey mapping Surveys CRM

Customer Experience (CX): Frequently Asked Questions

SmartKarrot

JULY 26, 2021

Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). Other ways to measure customer experience include churn rate, customer lifetime value (CLV), and retention rate. What is the role of digital in improving the customer experience?

Customer Experience

Customer Experience Journey mapping SaaS Metrics

Customer Contact Central

Customer Service is a Gold Mine for Employee Experience Ideas

Customer Experience (CX): Frequently Asked Questions

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