SurveySensum
JANUARY 9, 2024
These scores provide a quantitative measure of how well a company is meeting customer expectations and, consequently, how successful their customer service interactions are. However, tying agent performance to CSAT may backfire, leading to inflated scores and compromised customer feedback.
Shep Hyken
DECEMBER 3, 2021
Next, the company began an evaluation process of the customer experience from their perspective through a variety of initiatives. . Net Promoter Score (NPS) — Establishing baseline ratings and gathering key customer feedback . Mapping out the ‘ease of doing business’ and essentially removing any barriers to service .
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Qualtrics
APRIL 17, 2021
Customer experience is more important than ever. As already-high customer expectations continue to evolve, businesses need to pivot rapidly to meet them. That means contact center leaders need to get smart about how they deliver better customer experiences – and it begins with looking inward.
Zendesk
MAY 12, 2021
Teams can use customer retention software to identify areas of improvement. Understanding where you’re lacking allows you to refine training materials and products to exceed customer expectations. Customer retention strategies start with your team. Customer feedback software. Take Tails.com.
ClearAction
APRIL 3, 2015
To set the stage, HR should view their role in a customer experience context : who are HR’s customers, and what can HR do to support what external customers expect of the company. Your best ideas for employee engagement + training originate with customer feedback. Customers First, or Employees First ?
Lumoa
JANUARY 19, 2023
Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.
Intercom, Inc.
MAY 6, 2020
CSAT can be a great customer service metric that helps you keep up with your customers’ expectations. Here’s how to measure and track IQS: Build a scorecard that reflects your quality standards. IQS is a great customer service metric that helps to balance your customers’ subjective point of view.
Expert insights. Personalized for you.
52 
Let's personalize your content