InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. At the same time, don’t let the exercise become overwhelming. These include Customer Satisfaction and Net Promoter Score. ” – Jessica Pfeifer, VP & General Manager, InMoment.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

Experience Investigators by 360Connext

JANUARY 7, 2025

Everyone in your organization has the power to create great experiences, but it takes a strategic effort to make the most use of your time and scale your efforts successfully. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. There are so many places you can focus.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. Did a higher Net Promoter Score (NPS) lead to an increase in retention ? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Lumoa

APRIL 24, 2018

I’d love to specify from the very beginning, we focus on the Net Promoter System , not only on the Net Promoter Score ( that actually changes a lot ). Why did you give that score? 2 answers are marked “in doubt” because the participants provided the range of scores or no score at all. And to prevent score chasing.

System 317

System Effort Score NPS Net Promoter Score 317

BlueOcean

FEBRUARY 25, 2019

Your highest QA scoring agents aren’t going to carry quality scores for the whole team. When, for example, your agents experience a barrier in their effort to deliver an exceptional customer experience, it’s up to you to hear them out, help them identify the challenges, and collaborate with the client to help remove that barrier.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

InMoment XI

AUGUST 9, 2024

Customer experience programs refer to an organization’s ongoing efforts to listen to and collect customer feedback , measure customer perceptions of their experiences, and ultimately improve those experiences to encourage positive brand perception and business growth. For example.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

Experience Investigators by 360Connext

DECEMBER 15, 2023

Employees know when their processes are burdensome or require too much effort. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. This is a great exercise to encourage employees to see exactly how their role delivers for the customer.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ijgolding

MAY 9, 2017

Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores. However (there is always one of those), unless you have absolute clarity and certainty of exactly what you are actually comparing against, it is impossible to make a robust conclusion from a benchmarking exercise.

Net Promoter Score 152

Net Promoter Score Effort Score Customer Experience NPS 152

GetFeedback

FEBRUARY 7, 2020

Below, we’ll take a look at the three most common key performance indicators (KPIs) used to measure different aspects of the customer experience: Customer Satisfaction, Net Promoter Score and Customer Effort Score. Once you’ve aggregated the responses, calculate the average and you’ll have your CSAT score.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Kayako

APRIL 25, 2017

Viktor Magic will walk you through how to run a customer effort questionnaire and why it’s important to track CES after every transaction. Customers don’t want high effort experiences because difficult experiences make the customer feel exhausted. Sending a Customer Effort Survey. Transactional metrics.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

CX Accelerator

APRIL 11, 2018

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. Your customer doesn't care what you got on your internal score card. Teach them to reinforce these critical actions every day and the score will take care of itself.

Customer Experience 182

Customer Experience Effort Score Exercises Wireless 182

CloudCherry

MARCH 19, 2019

Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. In their 2017 report “Drive Business Growth with Great Customer Experience” their models demonstrate “revenue potential clearly increases with higher CX Index scores.”. NPS can’t be your North Star. Reduce Costs.

Financial 218

Financial Metrics Customer Journeys NPS 218

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. What’s the difference? Well, I would say understanding is a bit passive. It’s to make real changes.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

CloudCherry

JULY 23, 2019

They take action on what they learn from journey mapping exercises, and they operationalize those learnings throughout the business. Look for opportunities to deliver high value with the least effort. Watch your Net Promoter Score trends. Those companies even call CJM their superpower. You can follow their lead.

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

InteractionMetrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

NICE inContact

APRIL 2, 2019

And the final score of a single game isn’t the only measure of success – it’s about executing for the entire season to take home the League Title. Making a CX transformation is not a one-time exercise. Yes, there are operational metrics that you can improve – like winning a game here and there. It is iterative and incremental.

Net Promoter Score 136

Net Promoter Score Company Effort Score Exercises 136

CX Journey

JANUARY 17, 2018

Of itself, the above exercise has identified too many stakeholders for you to viably manage. Score highly all those who have high influence over the decision to use the new model. You should score highly those who are very interested (either as advocates or detractors). This is where the exercise looks like a BCG.

Effort Score 127

Effort Score Exercises Fashion Groups 127

Alida

NOVEMBER 1, 2018

Customers you’ve had for a long time are giving you poor CSAT or NPS scores. Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. In the end, having that open-ended feedback changed the entire dynamic of the exercise.

Feedback 147

Feedback Exercises Analysis Effort Score 147

Experience Investigators by 360Connext

JANUARY 12, 2021

Your Voice of the Customer goals might be tied to what metrics your organization already uses, like Net Promoter Score (NPS), or it might be defining which metrics will be used. With six exercises to guide you before, during, & after the journey mapping process -- plus a journey map template. LEARN MORE & GET THE WORKBOOK NOW.

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Employees know when their processes are burdensome or require too much effort. But explaining how you measure Net Promoter Score (NPS) and how that can help predict how happy and loyal customers will be is helpful. This is a great exercise to encourage employees to see exactly how their role delivers for the customer.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ShepHyken

SEPTEMBER 23, 2020

We’re just out there to get some exercise and have fun. We just skate hard, pass a lot and occasionally score a goal. Now, some of you might be thinking, “I took the metaphorical shot with the customer, and I scored. Before we go further, you should know this isn’t a super-competitive league. The customer is happy.

Effort Score 135

Effort Score Exercises Travel Customer Service Training 135

Experience Investigators by 360Connext

JANUARY 26, 2021

Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support. You’ll think of Sally or José when planning your next product.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

CX Accelerator

APRIL 11, 2018

At its very core, the work of Customer Experience (CX) is the timely effort of collecting customer data and solving relevant problems over the long run. Your customer doesn't care what you got on your internal score card. Teach them to reinforce these critical actions every day and the score will take care of itself.

Customer Experience 140

Customer Experience Effort Score Exercises Wireless 140

NobelBiz

JANUARY 28, 2025

Customer Satisfaction (CSAT) Scores : These reflect how satisfied customers are with their experience. Collected through post-call surveys, CSAT scores provide direct customer feedback. Net Promoter Score (NPS) : Measures how likely customers are to recommend your services to others. A strong NPS indicates a loyal customer base.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. These #ESAT (employee satisfaction score) survey requests are so stinkin’ insincere. All good and necessary. CX #plainlanguage pic.twitter.com/TZfP7goiIv.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like. Customer effort score (CES), CSAT, and NPS are examples of metrics applicable in either case. This exercise of creating buyer personas is critical.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Kerry Bodine

AUGUST 14, 2020

And for more on this subject, I suggest checking out these two additional posts: Quant Data, Qual Data: Use Just One To Derail Your CX Efforts. Like exercising, doing something (anything!) This approach is detailed in my blog post 3 Steps To Better Customer Research. The Trade-offs Between Quant & Qual Customer Research.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Retently

JANUARY 19, 2023

Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. When one has found the right market, it can devote its efforts to expanding in that market and developing new products that will appeal to the same audience.

Measurement 157

Measurement Survey Marketing Effort Score 157

Experience Investigators by 360Connext

MAY 12, 2020

This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs. Warning, acronyms ahead: Customer Satisfaction Score (CSAT): a numbered scale, often 1 to 5, that quantifies the answer to the question “How would you rate your overall satisfaction?”

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

Beyond Philosophy

SEPTEMBER 26, 2018

The most common way to measure emotion is the Net Promoter Score (NPS). If you score a 6 or under, you are a detractor. A 7 or 8 score is considered passive. Your most loyal customers are promoters and have high NPS scores. To get the Net in the Net Promoter Score, you subtract your promoters from your detractors.

Measurement 129

Measurement Net Promoter Score How To NPS 129

Experience Investigators by 360Connext

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of these last few years, a periodic review is a good exercise for customer experience leaders. Did a higher Net Promoter Score (NPS) lead to an increase in retention ?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

SuiteCX

MAY 26, 2017

Most people think Journey Mapping is making pretty wall pictures and doing group exercises with sticky notes. Journey Mapping is a strategic effort that crosses organizational boundaries. The first group is all about customer emotions and scores. Let’s face it –most of our scores don’t make any sense.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

SuiteCX

MAY 26, 2017

Most people think Journey Mapping is making pretty wall pictures and doing group exercises with sticky notes. Journey Mapping is a strategic effort that crosses organizational boundaries. The first group is all about customer emotions and scores. Let’s face it –most of our scores don’t make any sense.

Customer Journeys 100

Customer Journeys Effort Score Automotive Exercises 100

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them.

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140

CSM Magazine

JANUARY 2, 2025

Its the effort to see the world from their perspective, even if you havent experienced their situation firsthand. Empathy turns a one-sided, transactional exchange into a collaborative effort. Consider using Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) alongside empathy-specific questions.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Blake Morgan

OCTOBER 31, 2022

Most surveys are tied to Fred Reichheld’s Net Promoter Score, or NPS, which measures how likely a customer is to recommend the brand to friends and family. Reichheld also agreed that many customer service managers find contact center agents gaming the system; with their pay tied to NPS, it’s not uncommon for agents to only seek high scores.

Customer Centricity 105

Customer Centricity Survey Net Promoter Score Effort Score 105