Remove Customer Experience Professionals Remove Net Promoter Score Remove Self Service
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5 Top Customer Service Articles For the Week of August 8, 2016

ShepHyken

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.

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Using Customer Effort Score to Improve Retention: Three Creative Examples from CX Leaders

Wootric CX Blog

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.

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Customer Experience Labs: Your Strategic Weapon

Customer Bliss

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.

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How Customer Success Can Catalyze Customer-Centric Change

ChurnZero

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.

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Customer Experience Strategy – 30 Ways to go about

SurveySparrow

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…!

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8 Uses of Artificial Intelligence to Boost Customer Experience Measurement

Pointillist

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.

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The State of Customer Journeys & CX: A Conversation with Diane Magers, Ian Golding and Dan Gingiss

Pointillist

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.