ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. The Star Wars Guide to Net Promote Score by Paul Campillo.

Net Promoter Score 48

Net Promoter Score Infographics Customer Service Loyalty Programs 48

Wootric CX Blog

DECEMBER 8, 2019

Besides using it as a predictor of customer loyalty, he is using CES feedback to determine whether incoming support issues should be handled in self-service or by a live agent. Customers had given higher CES scores after resolving these tasks through the IVR that when they handled them with an agent.

Effort Score 59

Effort Score Examples Self Service Net Promoter Score 59

Customer Bliss

MARCH 30, 2017

When Wendy’s did their customer experience lab, they staffed it with engineers, customer experience professionals, and user experience professionals. The self-service kiosks they were rolling into restaurants. Their iOS and Android app.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

ChurnZero

APRIL 12, 2019

Speaker: Julia Ahlfeldt, Certified Customer Experience Professional. Q: What do you see as the main differences (if there are any) between the Customer Success (CS) and Customer Experience (CX) practice? You’ll notice that I haven’t said- send out a Net Promoter Score (NPS) survey, and that’s intentional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

SurveySparrow

OCTOBER 25, 2019

A survey conducted for 100 customer experience professionals by Forrester, 58% of respondents said their organization drive customer experience innovation by watching what their competitors are doing. Measure customer experience. Customer Experience Strategy #20. Business results…!

Omni-Channel 77

Omni-Channel Strategy Customer Experience Customer Journeys 77

Pointillist

OCTOBER 22, 2018

Text analytics adds context and color to the information you receive through your customer experience metrics. Take for example the Net Promoter Score ® , which is a popular CX metric that captures your customers’ happiness by asking how likely they are to recommend your product or company to others.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. So, this is the real science of customer experience. Steve Offsey: Yeah, absolutely.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40