Peter Lavers

MARCH 17, 2015

There’s a view that ‘real’ innovation is all about anticipating what customers will want before they even know that they want or need it. CUSTOMER EFFORT. Another ‘hot topic’ of the moment, organisations need to be agile in converting insights quickly into action and change.

Customer Experience 222

Customer Experience Journey mapping Airlines Customer effort 222

Hello Customer

FEBRUARY 15, 2022

The analysis is a calculation of the impact of open feedback categories on CX metrics like NPS (Net Promoter Score) , CES (Customer Effort Score) , or CSAT (Customer Satisfaction Score). Improve these topics to impactfully improve your customer’s experience and consequently your CX metric. Fix it now! :

Metrics 52

Metrics Feedback Customer effort Marketing 52

CSM Magazine

MAY 19, 2023

It is critical that both lenders and borrowers feel confident that their financial information is safe and the use of a robust authentication system during customer onboarding can ensure this. Be prompt with responses Reducing customer effort and saving customers time is a goal of all serious fintech companies.

Customer Service 52

Customer Service Finance Banking Feedback 52

Lumoa

JANUARY 23, 2018

If you work in a big company with large number of customers (or users), you most probably receive a lot of feedback: people write about their experiences, complain about the things that do not work and tell about the things they love. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction.

Analytics 121

Analytics Feedback Metrics Customer Experience 121

TechSee

OCTOBER 22, 2019

By analyzing data from large sets of trouble tickets, organizations can anticipate customers’ next questions and eliminate huge volumes of future contacts. This increases effort on the part of the customer and puts a serious strain on resources for the contact center. NIA: The balancing metric. Tactics for effective NIA.

Contact Center 84

Contact Center Average Handle Time Metrics Self service 84

Fonolo

APRIL 24, 2018

The only way to keep up, is to rely on other folks to dive deep into each topic. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point.

Contact Center 99

Contact Center Call Center Self service Surveys 99

ShepHyken

JULY 17, 2017

Each week I read a number of customer service and experience articles from various online resources. How Enterprise Chatbots Platforms Will Change Customer Service by Murray Newlands. Business2Community) The key to good customer care is making your customer’s experience with your brand seamless, easy, and great.

Customer Service 75

Customer Service Chatbots Government Customer centricity 75

Interactions

APRIL 9, 2020

In a crisis, a cloud-based solution means that you can be confident in the flexibility, reliability, and security of your virtual agent without investing time or resources into maintenance and upkeep. A contact center is at the forefront of communication with customers. Streamline messaging and communication.

Contact Center 71

Contact Center Virtual Agent Technology Enterprise 71

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. My point is, we know what it’s like to spend weeks, months even, looking for clarity on the right CX approach to only end up more confused by the endless information that’s out there on the topic.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Taylor Reach Group

FEBRUARY 22, 2019

The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey. CES Defined and Exemplified.

Customer Experience 94

Customer Experience Benchmark Contact Center Customer advocacy 94

Nicereply

DECEMBER 3, 2019

To be an expert in customer service, you’ll need to be able to effectively communicate in written and oral forms. This means you’ll need to be able to use positive language , be persuasive and to clearly explain complicated topics. You can probably come up with dozens of additional customer service skills.

Customer Service 74

Customer Service Metrics Customer Support Construction 74

GetFeedback

DECEMBER 17, 2018

Before choosing the type of survey for a certain place in your customer’s journey, ask yourself, What kind of feedback am I looking for from my customers? Case in point: decreasing customer churn. In doing so, it reveals the underlying factors that impact your customers’ satisfaction.

Surveys 89

Surveys Journey mapping Feedback Customer effort 89

Fonolo

APRIL 24, 2018

The only way to keep up, is to rely on other folks to dive deep into each topic. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year. That makes sense, but the term “customer effort” is so nebulous, it’s hard to extract much meaning from this data point.

Contact Center 57

Contact Center Call Center Self service Surveys 57

delighted

NOVEMBER 3, 2022

Designing a product roadmap should be a group effort (more on this topic in the tips section, below). Customer surveys, product/market fit surveys, and even customer effort scores can all help you better understand customer perceptions of your product. Additional product roadmap resources. No problem.

Surveys 88

Surveys Feedback Management Marketing 88

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

GetFeedback

AUGUST 16, 2018

As customers reply, you can keep track of your average score and segment responses by specific criteria (like customer type, region, agent, etc.) Customer Effort Score (CES). Offering quick and effective support is the surest way to make your customers happy. Customers like to help themselves whenever they can.

Metrics 79

Metrics Customer Service Surveys Self service 79

Peter Lavers

FEBRUARY 18, 2015

Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e.

Metrics 176

Metrics Best practices Analytics Customer effort 176

Tethr

MARCH 20, 2020

Sales is trying to convince customers to continue to buy. The IT department is scrambling to support employees who lack the infrastructure and resources to be productive while they work from home. Customer service in a tough place. But perhaps no function is being hit as hard as customer service.

Customer Service 48

Customer Service Coaching Customer effort Finance 48

ChurnZero

OCTOBER 9, 2020

If you’re new to customer satisfaction surveys and have searched the topic online, then you already know that there’s a trove of information on the subject. A survey that gauges customer sentiment, satisfaction, and feedback to improve the customer experience and ensure customer loyalty. When do I survey customers?

Surveys 75

Surveys Benchmark Feedback industry standards 75

delighted

MARCH 9, 2021

Actively collecting customer feedback to see what’s working well and what needs improvement can provide clear direction for how you and your customer service teams can improve the customer experience over time. Routinely collect customer feedback. Review existing resources regularly – Do they need to be updated?

Customer Service 59

Customer Service Self service Surveys Feedback 59

Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

SharpenCX

OCTOBER 8, 2019

Their handle times could’ve spiked because they didn’t have the right resources readily accessible. Then, if need be, address the root cause with specific and actionable coaching, better resources for your team, and processes that are easier to understand. Customer Satisfaction. Head to our post on the topic, over here.

Coaching 59

Coaching Average Handle Time Metrics Customer Experience 59

Customer Service Life

SEPTEMBER 21, 2017

At FCR, I see many of our startup clients launch their customer service only offering email support at first. The last thing I’d say on this topic is that monitoring social media as a support channel is no longer optional due to its public nature. If that’s something that appeals to you, here’s a list of resources to get started.

Customer Service 68

Customer Service voip Metrics Marketing 68

SharpenCX

OCTOBER 8, 2019

Their handle times could’ve spiked because they didn’t have the right resources readily accessible. Then, if need be, address the root cause with specific and actionable coaching, better resources for your team, and processes that are easier to understand. Customer Satisfaction. Head to our post on the topic, over here.

Coaching 52

Coaching Average Handle Time Metrics Customer Experience 52

SmartKarrot

JUNE 8, 2022

Does customer delight foster a better customer experience ? Is it a good strategy to earn the long-term goodwill of the customers? There are a lot of doubts about the topic. However, a respectable number of A-listed marketers advise to “stop trying to delight customers”! But is it worth investing?

SaaS 11

SaaS Customer effort Feedback B2B 11

ShepHyken

JANUARY 20, 2020

Each week I read a number of customer service and customer experience articles from various resources. Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question.

Customer Service 291

Customer Service B2C Entertainment Customer effort 291

Lumoa

FEBRUARY 9, 2023

Our A to Z Guide to Customer Experience Definitions and Terms covers everything you need to know, from clear definitions of key terms to a comprehensive overview of the topic. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Talkdesk

APRIL 21, 2017

We’re less than a week away from celebrating the New Era of Customer Heroes at Opentalk 2017 in San Francisco! We have a fantastic lineup of speakers for this year’s summit and we’re thrilled to share the topics that they’ll be covering. Creating Customers for Life.

Contact Center 40

Contact Center Customer centricity Construction Technology 40

delighted

SEPTEMBER 27, 2019

Deciding the best ways your team can improve customer experience is by actively collecting customer feedback to see what’s working well and what needs improvement. Gather customer experience feedback. Have your customer service reps team up in pairs for 10-15 minutes a week (paid, of course). Then switch.

Customer Service 42

Customer Service Surveys Self service Feedback 42

ChurnZero

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

Metrics 98

Metrics SaaS Surveys Self service 98

ProProfs Blog

JUNE 26, 2019

Customer Survey Questions. Human Resource Survey Questions. Customer Effort Score. Customer Effort Score. Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. 2 Human Resource Survey Questions.

Surveys 112

Surveys Feedback Education Employee engagement 112

Totango

AUGUST 11, 2022

FAQ guides and help resources can go into detail on specific training topics. In-app prompts and emails can point customers toward relevant training resources. Your customer success platform can monitor customer accounts and trigger emails to training resources related to recent client activity.

SaaS 105

SaaS Journey mapping B2B Feedback 105

ChurnZero

JUNE 17, 2022

The most important metrics to track include customer commitment to the platform (spending time in the app and exploring its full breadth), customer engagement with your team (interacting with the CSM for high-touch models and with support and resources for low-touch models), and impact on business outcomes and time to value.

Metrics 52

Metrics SaaS Surveys Self service 52

ClientSuccess

APRIL 26, 2022

Customer success teams work directly with customers – the most valuable asset for any SaaS organization – ensuring ongoing service and customer satisfaction is paramount. . In this article, we’ll look at Customer Health Score and what this critical metric means, calculate it, and use it. .

Metrics 59

Metrics SaaS Accountability Customer effort 59

delighted

MAY 4, 2022

At Delighted, we’ve been working to improve the customer experience by offering robust self-service solutions for years, primarily through our Help Center and blog. Why is customer self-service important? Customers prefer self-service solutions . 5 tips for a successful customer self-service solution.

Self service 81

Self service Abandon rate Surveys Feedback 81

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

ChurnZero

SEPTEMBER 16, 2021

Level of engagement with your customer success management (CSM) or other customer support interactions. Customer Effort Score (CES) — how much effort is your customer putting into solving an issue they might be having? New resources, such as ebooks or upcoming trainings and webinars.

Customer retention 52

Customer retention SaaS Education Feedback 52