Gamification Journey mapping Metrics Strategy 
Lumoa
FEBRUARY 21, 2023
Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Gamification Gamification is all the rage in survey research and for good reason! What was its purpose?
ChurnZero
APRIL 8, 2020
Community as an advocacy strategy. Engage customers with rewards, badges, and gamification features. Communities also achieve amazing SEO results, which adds another string to your “using customer advocates as a marketing strategy” bow. Upcoming Webinar: Lessons Learned: A Reflection in Customer Journey Mapping.
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Lumoa
FEBRUARY 9, 2023
Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. Customer churn is the opposite of retention.
Call Center Weekly
FEBRUARY 12, 2018
Ethnographic research is used at the beginning of the customer journey mapping process in order to understand what the customer is trying to accomplish and how they feel about what they are experiencing. It is a key part of identifying the “moments of truth” and “pain points” associated with the customer journey.
RapportBoost
DECEMBER 10, 2018
Take notes – the info will help you create a killer Conversational Selling strategy for 2019! Kaye has worked with Fortune 500 companies, governmental and private firms across the world to advance customer service operations, and embed leading learning and development strategies. No worries! Here’s the archived version.
Enghouse Interactive
JUNE 18, 2021
Defining the day as a journey. Build a simple “Employee” Journey Map highlighting the interesting parts, the boring parts, the team stuff and of course the fun. There are simple rules of gamification you can apply. Think of the contact centre employee as a customer and understand their experience. Managing the clock.
ClearAction
NOVEMBER 21, 2015
Customer experience journey maps have been instrumental in showing work groups the need for collaboration. Studying the customer life cycle from the customer's viewpoint is eye-opening, especially when the research covers the end-to-end journey / cycle. Yet these are truths. What erodes trust? Incongruence with expectations.
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