GetFeedback

MAY 2, 2019

The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? Why your leadership should care about CX. Customers care more about experiences than ever before. Customers no longer just want a great experience, they demand it.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

GetFeedback

SEPTEMBER 25, 2018

For accurate data and satisfied customers, give balanced answer options. There’s a reason a good Net Promoter Score (NPS) question is more along the lines of, How likely would you be to recommend us to a family or friend? Use unbiased language.

Customer Journeys 207

Customer Journeys Survey Net Promoter Score Effort Score 207

Pretium Solutions

NOVEMBER 4, 2011

As a direct result of infusing the Golden Touchpoint™ into Philips’ fabric of its approach to customers, employee behaviors were transformed and NPS increased dramatically and sustainably across their customer care footprint. Even sites performing poorly prior to the Golden Touchpoint™ sustained tremendous improvements.

Net Promoter Score 49

Net Promoter Score Brands Touchpoint Loyalty 49

Pretium Solutions

APRIL 2, 2012

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting?

Net Promoter Score 45

Net Promoter Score Call Center Call Flow Customer Centricity 45

Brandwatch CX

APRIL 1, 2025

Social customer service costs around $1 per interaction , six times cheaper than phone support costs. While the cheaper cost of conducting customer care digitally might be expected to be the driving factor, in large part it is driven by consumers themselves. Done right, socialmedia customer care will benefit both parties.

Social Media 52

Social Media Customer Service Net Promoter Score Engagement 52

Calabrio

AUGUST 7, 2019

Anyone working in the contact center industry knows Customer Contact Week (CCW) to be the end-all, be-all event for customer experience, contact center and customer care professionals. Leaders then take action to make the customer experience better—even if scores are already stellar.

Contact Center 189

Contact Center Net Promoter Score Effort Score Gamification 189

Pretium Solutions

APRIL 2, 2012

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40

Pretium Solutions

APRIL 2, 2012

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40

Pretium Solutions

APRIL 2, 2012

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40

Pretium Solutions

APRIL 2, 2012

When is the last time you seriously considered how the call quality sheet used in your call center impacts the customer experience and your Net Promoter Score ? Most of them start out with some kind of variation of the following: Did the customer service agent say “Thank you for calling” or apply a local greeting?

Net Promoter Score 40

Net Promoter Score Call Center Call Flow Customer Centricity 40

Pretium Solutions

NOVEMBER 4, 2011

As a direct result of infusing the Golden Touchpoint™ into Philips’ fabric of its approach to customers, employee behaviors were transformed and NPS increased dramatically and sustainably across their customer care footprint. Even sites performing poorly prior to the Golden Touchpoint™ sustained tremendous improvements.

Net Promoter Score 40

Net Promoter Score Brands Touchpoint Loyalty 40

Pretium Solutions

NOVEMBER 4, 2011

As a direct result of infusing the Golden Touchpoint™ into Philips’ fabric of its approach to customers, employee behaviors were transformed and NPS increased dramatically and sustainably across their customer care footprint. Even sites performing poorly prior to the Golden Touchpoint™ sustained tremendous improvements.

Net Promoter Score 40

Net Promoter Score Brands Touchpoint Loyalty 40

AskNicely

AUGUST 22, 2018

You need a better way to create a loyalty program that your customers care about. Here are three hacks you can use to ensure your program works better for you: Action Real-Time Customer Feedback. Studies have shown that the number one way to build customer loyalty is by showing you care. Click below and get a demo.

Loyalty Programs 150

Loyalty Programs Loyalty Feedback Net Promoter Score 150

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 66

Customer Care CRM Customer Experience CEM 66

Calabrio

NOVEMBER 18, 2015

Aberdeen surveyed 83 companies and found that those with “strong voice of the customer” (VoC) analytics: Improved their annual revenue by 10.9 Decreased their customer care costs by 6.3 Enjoyed year-over-year improvements to their Net Promoter Score three times greater than those companies without VoC analytics.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

ShepHyken

APRIL 9, 2018

Net Promoter Score® 101: The Complete Guide by Anna Pogrebniak. My Comment: We close out this week’s “Top Five” list not with an article, but a comprehensive guide to understanding Net Promoter Score (NPS). Yet, they all – or at least should – drive repeat business.)

Net Promoter Score 95

Net Promoter Score Customer Service Loyalty Programs Infographics 95

ShepHyken

DECEMBER 3, 2021

Since I assumed the chief executive role, we have targeted our efforts on continuing to grow our service footprint, but doing so in tandem with delivering excellent customer care. This is often a tough act to balance: rapidly scaling up business while still providing personalized customer service. Voice of Customer.

Customer Experience 146

Customer Experience Net Promoter Score Self Service Effort Score 146

ClearAction

DECEMBER 14, 2017

Customer Care … CRM … Customer Experience — What’s the Difference? Customer Care … Customer Relationship Management … Customer Experience — what’s the difference? Co-innovation — joint product development efforts with customers. Customer Knowledge (ways of understanding customers).

Customer Care 59

Customer Care CRM Customer Experience CEM 59

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. When Customer Care Isn’t Enough, Call the Customer Delight Brigade by Katie Deighton. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. This connection is essential to understand to create a winning customer strategy. . The same is true for customer data.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166

ShepHyken

APRIL 8, 2020

You can survey customers over the phone, via email, in focus groups and more. You can use tools such as Net Promoter Score and Customer Effort Score. I could go on and on about the different ways to measure your customer’s feedback. There are plenty of ways to get feedback.

Net Promoter Score 127

Net Promoter Score Effort Score Conference Hotels 127

ShepHyken

SEPTEMBER 5, 2017

Featured Interview: Shep begins the interview by talking to Matt about NPS (Net Promoter Score) and he made that an important focus in his company. He also emphasizes how important it is to make a satisfaction score an important part of the company’s culture and mentality. Don’t automate customer care.

Net Promoter Score 91

Net Promoter Score NPS Social Media Customer Satisfaction 91

Experience Matters

JANUARY 20, 2015

Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., Here are some highlights from the finalists: Activision Customer Care. Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

NICE inContact

JUNE 18, 2019

Knowing when your customers are satisfied with your product and service are key to the health of your brand. Measuring satisfaction on the entire journey is 30% more predictive of overall satisfaction Understand Net Promoter Score (NPS) by channel as differences can be significant. 5) Practice being proactive.

Customer Service 136

Customer Service Omni-Channel Net Promoter Score Social Media 136

TechSee

MARCH 19, 2019

Customer care center metrics in the era of self-service clearly require a different approach. No matter how excited the business may be about implementing self-service channels, if customers are not satisfied by their usability or efficiency, then the self-service channel cannot be considered a success.

Self Service 146

Self Service Metrics Contact Center Virtual Agent 146

ShepHyken

AUGUST 29, 2016

My Comment: Customers want an easy and frictionless experience, especially when they have to connect with a company’s call or support center. In this short article, Mike Cannova, the director of Advance Customer Care for ShoreTel, shares five important strategies and processes to create a better customer experience.

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

ProProfs Chat

SEPTEMBER 24, 2020

According to McKinsey & Company , 70% of buying experiences depend on how you treat your customers. Most of the customers speak up when they are shopping for something new or require customer care support. The Best Ways to Collect Customer Feedback. Evaluate Customer Satisfaction through NPS.

Feedback 94

Feedback Net Promoter Score Customer Satisfaction Survey 94

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Type: Customer Centric. Customer Satisfaction (CSAT) is the most common KPI companies track when it comes to Customer Care.

Customer Experience 90

Customer Experience Average Handle Time Net Promoter Score Customer Care 90

Customer Bliss

MARCH 28, 2018

Be wary of generalized average customer satisfaction scores or generalized average Net Promoter Scores. Invest deeply in listening to your customers, both programmatically and personally, and design your solution with a target in mind. Be excellent for that set of people.

B2B 171

B2B Chief Customer Officer Net Promoter Score Culture 171

Experience Investigators by 360Connext

AUGUST 9, 2022

There are often assumptions about what great customer experience means. Leaders might think it’s clear as day, but it’s easy for teams to believe CX is what happens when a customer contacts Customer Care, for example, or when customers need to return a product. A business discipline.

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

BlueOcean

MAY 5, 2016

These situations call for effective decision-making on the part of the agent in a way that enhances the customer experience while mitigating risk for the client – pretty high stakes. Even in ordinary customer care scenarios, we need to be constantly thinking outside of the process and asking, what else can we be doing?

Measurement 120

Measurement Strategy Customer Experience How To 120

ProProfs Chat

OCTOBER 30, 2020

The more engaging your questions, the better your customers’ response:, the happier your customers, the stronger their chance of returning and buying further. But, research shows that as few as 2% of your customers care to answer the survey questions. It gauges the customer sentiments on a level of 0-10.

Survey 105

Survey Net Promoter Score How To Effort Score 105

SurveySensum

JULY 6, 2020

Like any disappointed customer, she reached out to the customer care to complain about the same. The customer service representative listened to her patiently and quickly resolved the issue by offering her a refund for the discontentment and a discount coupon for her next purchase. William Taylor, Sr.

Net Promoter Score 83

Net Promoter Score NPS Social Media Course 83

ShepHyken

JULY 3, 2018

Top Takeaways: Redbord shares the five rules of a customer-centric organization. 1) Knowledge of your customer. How to use NPS (Net Promoter Score) to target your best customers, a.k.a. promoters, who are most likely to take the extra time to advocate for you. 2) Applying the knowledge. 4) Execution.

Chatbots 57

Chatbots Net Promoter Score Self Service Customer Centricity 57

CSM Magazine

FEBRUARY 5, 2025

This use of automation not only saves time for the customer but also prevents aggravation, as they dont have to navigate lengthy processes. This approach highlights Amazons ability to combine technology and customer care seamlessly, offering resolutions faster than most competitors.

Brands 52

Brands Customer Service Airlines Net Promoter Score 52

Comm100

DECEMBER 14, 2017

Also, will customers stop calling customer care and use self-help tools instead? Customer retention should also be a business metric for measuring ROI. Customer Experience Metrics. Customer Experience Metrics. Here, you must measure the attitudes, behavior, and perceptions of customers.

Customer Experience 333

Customer Experience Strategy How To Effort Score 333

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 74

Customer Experience Net Promoter Score Guidelines Customer Care 74