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Customer retention in the telecom industry – new thinking

TechSee

When Verizon restructured its operation in April 2019, one of its first actions was to merge its wireless and wireline customer loyalty programs in order to expand reward possibilities for customers. New metrics are also needed. Instead it suggests that the best way to increase loyalty is by reducing effort.

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In-signature Survey vs. Post-resolution – Which One is Better?

Nicereply

In-signature (email template) survey allows you to collect feedback at every interaction with your customer. To use it, you first need to choose from Nicereply’s satisfaction metricsCustomer Satisfaction Score , Customer Effort Score , or Net promoter score. Reducing customer effort.

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How to Capture Customer Feedback Using Nicereply

Nicereply

Nicereply helps businesses collect feedback related to the three most common customer service metrics: Customer Satisfaction (CSAT) – CSAT measures a customer’s feelings regarding a recent interaction. Use this survey in your email signatures, or send it out after a customer service ticket is resolved.

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Blindspot! What Can’t We See When Examining the Customer Journey?

Clarabridge

Be sure the question is asked in a specific way to help the customer answer honestly about either the transaction or the overall journey. Treating One Metric as the End All. How about Customer Effort Score or Employee Engagement Scores? These metrics can become tied up in our organization’s self-esteem.

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How to Improve Contact Center Optimization with Customer Journeys

Pointillist

Your customers expect agents to understand their unique context, including: Why they contacted your organization The goal they are trying to achieve The steps they have already taken prior to contacting an agent. Without it, you risk frustrating them with interactions that require lots of effort, long hold times and costly escalations.

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8 Insightful Customer Journey Analytics Examples and Use Cases

Pointillist

Assessing the success of your CX initiatives and quantifying ROI starts with the ability to understand the customer behavior that impacts metrics in a positive or negative way. The team estimates that rolling out the new automated system to all customers could save $14.1M due to the decrease in the No Show rate.

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Beyond customer effort score – Understanding and avoiding “chronic suck”

Tethr

And many pushed back on the suggestion that they use a metric like our newly invented Customer Effort Score (CES) over traditional measures like CSAT or NPS. It seems everywhere you turn, practitioners and thought leaders alike have embraced the idea of reducing customer effort.