Heart of the Customer

DECEMBER 18, 2014

Effort is the bane of your customer experience. ” But is customer effort the right measurement to use? The CEB created the Customer Effort Score (CES) as a transactional measurement. Luckily, the CEB reworded it to “The company made it easy for me to handle my issue” in the CES 2.0.

Customer Journey Map 138

Customer Journey Map Net Promoter Score Voice of the Customer Customer Experience 138

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. As the third in our series of nine posts looking at the different parts of the organization contributing to Customer centricity, let’s look at: Customer Strategy. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score CEM Social Media Retail 163

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. Or, perhaps, it could help you overhaul your customer journey. Non-actionable insights are just statements, that are “nice to know” but you don’t get understand the “why” behind it. Gathering information is an important thing to do.

Actionable Insights 83

Actionable Insights NPS Net Promoter Score Customer Feedback 83

SurveySensum

OCTOBER 17, 2023

Sarah reluctantly accepted the terms and embarked on a lengthy loan approval process To say that Sarah’s experience with the NBFC was dissatisfying would be an understatement. Sarah’s disappointing experience is not an isolated episode. But before that, let’s first understand what an NBFC customer feedback tool is.

Customer Feedback 52

Customer Feedback NPS Actionable Insights Sentiment Analysis 52

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 92

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 92

Beyond Philosophy

OCTOBER 21, 2014

Having a Customer-Centric culture doesn’t happen by accident. It takes a lot of work and concentration to create a deliberate Customer experience from all the parts of your organization. The reason you are delivering the Customer experience you do today is because of the way the organization is.

Social Media 68

Social Media Customer-Centric Organization Customer Retention Customer Satisfaction 68

CX Journey

OCTOBER 20, 2015

There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. There's even a away to measure this effort, using the customer effort score (CES). What about employee effort?

Customer Experience 75

Customer Experience Start-ups 75

CX Journey

AUGUST 29, 2018

In today's post, Paul shares a book review of Gerry Brown's book, When a Customer Wins, Nobody Loses. As I’ve shared before GDPR should be a positive customer benefit. As well as being a business benefit, when approached in the right way, GDPR is at root about empowering people/customers. His points are well made.

CX 34

CX NPS Technology Technology 34

Lumoa

JANUARY 25, 2021

In this article, we take a look at rating scales — what they are, how you can use them, and some of their advantages and disadvantages when conducting customer surveys. A rating scale is a closed-end survey question that is used to evaluate how survey responders feel about a particular product or statement. What is a Rating Scale?

Net Promoter Score 83

Net Promoter Score Text Analytics NPS Artificial Intelligence 83

Beyond Philosophy

SEPTEMBER 11, 2017

Effective communication is the lifeblood of any relationship, whether it’s between individuals, informal groups, within companies, between leaders and the people they govern, and, of course, between companies and their customers. Ok, let’s create hundreds of different emails for that purpose, one to suit every type of customer we have.

Social Media 153

Social Media Omnichannel Government Start-ups 153

Callminer

JULY 23, 2019

Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Employee feedback is the starting point for designing and implementing employee experience initiatives.

Contact Center 140

Contact Center Construction Start-ups Net Promoter Score 140

Aquire

JANUARY 20, 2022

With more and more brands for potential customers to choose from every day, how can you make sure you stand out from the crowd? A well-thought-out customer service strategy may well be the answer. What is a customer service strategy? The benefits of adopting a customer service management strategy.

Customer Service 52

Customer Service Customer Journey Map Social Media Net Promoter Score 52

Zendesk

AUGUST 23, 2021

What do your customers think of your brand? How do they feel about the products and services you offer? Customer perception is often difficult to understand because it’s subjective and varies from buyer to buyer. But this ambiguity doesn’t mean you should ignore your customers’ opinions. What is customer perception?

Net Promoter Score 52

Net Promoter Score NPS Social Media Omnichannel 52

CSAT.AI

JULY 27, 2022

Don’t underestimate the power of the empathy metric in customer service. Empathy metric in customer service Manage empathy fatigue Avoid inauthentic empathy The power of empathy. Empathy Metric in Customer Service. Emotion affects experience, and your customers are no different.

Customer Service 83

Customer Service NPS CX Customer Relationship 83

Qualtrics

DECEMBER 20, 2018

There’s a massive gap between the experiences consumers want and what organizations are giving them. According to Bain and Co , 80% of organizations feel like they are providing a great experience, yet only 8% of customers actually agree. In fact, 80%of customers have opted to switch brands due to poor experiences.

Customer Experience 30

Customer Experience NPS Close the Loop Customer Satisfaction 30