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The Science and Art of CX Goal Setting

InMoment XI

Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., What Is Your Current Score? One of the first things to consider is where is the score now? but only 2 points if the current score is 80 (100 – 80 = 20. What Are the Past Trends in the Score?

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Customer Journey Mapping Examples for Beginners

InMoment XI

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.

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Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

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.

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Customer Experience Planning: Ask These Reflection Questions

Experience Investigators by 360Connext

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?

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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

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.

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The Definitive Guide to Creating a Standout Customer Experience Strategy Template

Lumoa

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 208
article thumbnail

The Definitive Guide to Creating a Standout Customer Experience Strategy

Lumoa

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 208