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. Your CX Success Strategy Statement extends your organizational and leadership goals to define specific outcomes for your CX program.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. An organization’s leadership must believe in the value of customer experience. Employees know when their processes are burdensome or require too much effort. Sugarcoating their reality won’t build trust.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

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

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

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

DCX

JANUARY 7, 2025

If your CX efforts are more about optics than outcomes, that’s a problem. Is Leadership All-In? Here’s a red flag: when was the last time someone on your leadership team actually talked to a customer? Let’s dig in. Why is your CX strategy even a thing? To hit some quick KPIs? To make internal politics easier?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

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

JUNE 28, 2022

I know plenty of people who go through these exercises from a personal and professional standpoint. The same could be said about overall company goals, leadership goals, and yes, customer experience goals, too. Did a higher Net Promoter Score (NPS) lead to an increase in retention ? What goals did we miss?

Customer Experience 143

Customer Experience Net Promoter Score Effort Score Exercises 143

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

DCX

FEBRUARY 4, 2025

Ever present a brilliant CX initiative, only to watch leadership nod politely—and do nothing? A few years ago, I was presenting a customer experience (CX) initiative to senior leadership. I came armed with charts, NPS scores, and customer sentiment analysis. Want leadership to actually listen? The room went silent.

How To 52

How To Self Service Leadership Effort Score 52

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. Encouraging a Culture of Empathy A culture of empathy cant exist without leadership driving it forward. Lets break it down further.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

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. Encouraging a Culture of Empathy A culture of empathy cant exist without leadership driving it forward. Lets break it down further.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

ChurnZero

MARCH 4, 2022

Score all the forces. This article is adapted from a session presented by Amy Manning , vice president of Customer Success at Lawgeex from BIG RYG, ChurnZero’s annual Customer Success leadership summit. Score all the forces. You can think of this exercise as similar to using a SWOT analysis to find strengths and opportunities.

Analysis 95

Analysis Customer Success Exercises Effort Score 95

DCX

JANUARY 28, 2025

Where CX Teams and Customers Get Out of Sync The problem usually isn’t effort; it’s alignment. Customers don’t care how much effort you put in behind the scenes; they care about how well your efforts meet their needs. Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Beyond Philosophy

SEPTEMBER 6, 2019

There is an excellent metaphor in the late great Stephen Covey’s book The Seven Habits of Highly Effective People about the difference between management and leadership. That is leadership coming up with a strategy. . The irony is, is that all of the effort that they put in is wasted or certainly not as efficient as they should be.

Net Promoter Score 132

Net Promoter Score Effort Score Consulting Customer Journeys 132

DCX

JANUARY 21, 2025

Why It Works: You’ll have an easier time convincing leadership to back you. What to Do Next: Check-in regularly with leadership or your own manager: “Are we still chasing the same goals?” ” Not every idea deserves the same level of effort. Add the scores together, and see what floats to the top.

How To 52

How To Effort Score Self Service Leadership 52

DCX

DECEMBER 29, 2024

Scoreboards for life: Recovery and strain scores make it super easy to see how you’re doing and where you can improve. ” Jonny’s Books: Mini Big Ideas Unlock Leadership That Inspires Action For CX professionals who lead, manage, or simply want to be heard—this is your playbook for building unshakable influence.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

DECEMBER 1, 2024

However, this convenience sacrifices creativity, individuality, and genuine effort. In a world of sameness, standing out requires effort, but the rewards are significant. pretty much everything Netflix Isn't Your Friend Even companies built for in-person experiences are bombing on well-being scores. What feels generic?

Fashion 52

Fashion Culture Trends Connections 52

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Ian Williams from Jericho and Christopher Brooks from Clientship CX look at leadership in terms of the way it relates to customer experience. Ian: Welcome back to part two of the CX club video on leadership and how it relates to customer experience.

Leadership 52

Leadership Customer Journeys Course Exercises 52

ChurnZero

JANUARY 6, 2022

What you measure and report to your leadership team and your board really does make a difference.”. Net Promoter Score (NPS). Customer Satisfaction Score (CSAT) / Customer Effort Score (CES). Health Scores. “That’s what I mean by thinking ‘outside the box.’ Customer Churn Rate. Renewal Rate.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

SurveySparrow

SEPTEMBER 12, 2020

An effective recruitment strategy is one of the key pillars for any organization to retain its leadership position in the market. A low rate of Application Completion Rate implies that candidates who begin the job application process are faced with several hurdles due to which they abandon their efforts altogether.

Metrics 87

Metrics Management Effort Score Advertising 87

Zeisler Consulting

SEPTEMBER 15, 2021

In fact, I’d argue that any company with a true dedication to CX and a Customer-centric attitude is likely to be getting a lot of other things right that have nothing to do with these efforts…the cumulative effect of which is all those sweet, sweet increased sales. So how about if we readjust the expectations of CX?

Effort Score 93

Effort Score Sales Exercises Study 93

Zeisler Consulting

OCTOBER 8, 2020

I bang the drum about the ‘getting better’ part being more important than the ‘score’ part enough in other places.) But aside from that, the relationship survey will give leadership a better impression of how things are going strategically with fewer actionable insights to be gained.

Survey 72

Survey Contact Center B2B Effort Score 72

ChurnZero

JANUARY 26, 2021

The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name). That information is captured in an Account Plan which is a different exercise and tool altogether. . Next are the day-to-day leadership contacts. Deprioritization of rollout in eastern region due to leadership changes.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. Confirmit’s 5-strong global VoC team not only works directly with customers, but is are utterly committed to furthering the status of our profession and the effectiveness of CX through thought leadership and the development of best practices.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Help Scout

SEPTEMBER 28, 2021

Since it takes time and effort to hire, we change up the teams depending on who is available, who has experience hiring, and who is excited to be involved. And we pay everyone who completes a project as a token of our gratitude for their time and effort.

Effort Score 126

Effort Score Multi-Channel Feedback e-support 126

ChurnZero

MARCH 4, 2022

How to conduct a force field analysis Define your objective Identify driving forces Identify restraining forces Score all the forces Create an action plan Lets get started. In the example below, Amy maps out an onboarding journey, but you can perform this exercise using any customer journey. There are no bad ideas.

Analysis 52

Analysis Customer Success Exercises Effort Score 52

ProProfs Chat

JUNE 26, 2019

Customer Effort Score. Net Promoter Score. Customer Effort Score. Customer Effort Score (CES) is a powerful metric to measure the effort put in by customers when they complete a transaction with you. Net Promoter Score. What did you like most about this training exercise?

Examples 75

Examples Survey Feedback Net Promoter Score 75

Gainsight

SEPTEMBER 28, 2020

On the other hand, product teams have all the quantitative feedback about product usage and other key indicators about the effort it takes to get value out of the product. As an organization, you have to decide how to rank these KPIs so that you can prioritize where to focus engineering efforts. Data tells us so many stories.

Conference 66

Conference Industry Metrics Effort Score 66

DCX

JULY 16, 2024

The key to successful leadership today is influence, not authority." These efforts paid off. These efforts significantly broadened Darcy's impact. It was the result of deliberate action, strategic thinking, and persistent effort. Unlock Your Leadership Potential with the "30 Days to Greater Influence" Email Course!

Effort Score 52

Effort Score Customer Centricity Course Leadership 52

SurveySparrow

OCTOBER 27, 2021

Certain employees can misuse anonymity to settle personal scores. They have been using 720-degree feedback to review senior leadership for more than a decade! There are three types of checklists: simple (with yes/no answers), forced-choice (with specific answer options), and weighted lists (with scores from 1-5 or 1-10).

Exercises 52

Exercises Examples Effort Score Feedback 52

Kustomer

NOVEMBER 25, 2021

In a study they conducted, they found that many companies fall short when it comes to delivering a low-effort experience for their customers because they don’t have the right tools to make the agent’s job easier. This was a multi-year, probably 10 year plus research effort. For Matt Dixon, data drives success at Tethr.

Customer Service 84

Customer Service Effort Score Self Service Customers 84

Thematic

FEBRUARY 19, 2019

Are you feeling discouraged by a lack of buy-in from leadership for your customer experience (CX) strategies? Perhaps your objective is a clear CX focus for the leadership at your company, but no-one seems to support your ideas? Show a clear link between your efforts and outcomes. You’re not alone.

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

AWS Machine Learning

SEPTEMBER 1, 2023

The LLM will review all model-generated responses and score them. The assistant shall receive an overall score on a scale of 1 to 10, where a higher score indicates better overall performance.” Review (Score: 9/10) The assistant’s response is highly relevant, accurate, and detailed.

Effort Score 124

Effort Score Training Roadmap Examples 124

ChurnZero

SEPTEMBER 27, 2024

We struggle a lot with scoring the impact of the feature suggestion coming from the client and effectively delivering it to the product team. They meet regularly to provide feedback and score request using the RICE framework. These factors, which form the acronym RICE, are reach, impact, confidence, and effort.”

Customer Success 52

Customer Success How To Effort Score Roadmap 52

Talkdesk

MAY 11, 2016

They are the companies where leadership bases their decisions on preset metrics that they regularly track. Many companies use the Net Promoter Score® (NPS) to convert customers’ qualitative reactions into actionable data. A company’s NPS, relative to the scores of their competitors, is a predictor of growth. What is NPS?

Call Center 40

Call Center NPS Net Promoter Score Effort Score 40

Gainsight

FEBRUARY 28, 2023

We’ve entered an era of customer success (CS) where company executives and investors have agreed now is the time to double down on CS efforts. At Gainsight, we identify key personas in our customer organizations and do a mapping exercise to create a holistic engagement strategy. EBITDA is a focus instead of hyper-growth.

Effort Score 52

Effort Score Touchpoint Metrics Exercises 52