Customer effort Metrics Surveys Workshop 
ClearAction
DECEMBER 5, 2023
4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. Otherwise, gaps between these will cost you a lot (negative word of mouth (customer effort score, CSAT), churn, costs to serve, internal productivity, etc.).
GetFeedback
JULY 19, 2019
It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
JULY 24, 2023
According to the Shippo/Harris Poll survey, “Nearly three in four Americans who have made online purchase returns in the past 12 months (72%) have noticed retailers making online purchase returns more difficult over that time span, and more than half (54%) have felt blindsided by a retailer changing their online purchase return policy.”
360Connext
FEBRUARY 9, 2021
Investing in customer experience means creating ways for customers to STAY customers longer. Higher retention rates and lower customer churn. On average, it can mean their customers are seven times more likely to stay with them! Workshops and training for both employees in general and for specific groups.
360Connext
FEBRUARY 9, 2021
Investing in customer experience means creating ways for customers to STAY customers longer. Higher retention rates and lower customer churn. On average, it can mean their customers are seven times more likely to stay with them! Workshops and training for both employees in general and for specific groups.
SmartKarrot
MAY 28, 2021
Non-monetized value is when the client is not only happy with the product but also the customer experience. It is calculated by the CES Index which measures value by asking customers to vote how easy it was to work or be associated with you. This metric is an evaluation of all your departments. Walk them through your process.
NobelBiz
AUGUST 28, 2023
The idea to put together this article was inspired by one of our webinars, where Christian Montes and Mike McGuire shared some amazing insights about what makes a contact center tick and how to increase its overall metrics and performance. But here’s a more comprehensive list: Consistent customer experiences across all channels.
Expert insights. Personalized for you.
62 
Let's personalize your content