ECXO

OCTOBER 5, 2023

Explore three CX measurement eras, from basic metrics to data-driven NPS, culminating in the transformative Customer Experience AI era. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement. Let us work together to ensure that every interaction carries weight and significance.

Survey 380

Survey Net Promoter Score NPS Exercises 380

ECXO

JULY 29, 2024

A truly effective CX strategy goes beyond basic customer interactions, integrating every aspect of the organization to provide seamless and high-quality customer engagement. Sales and Delivery Teams : Providing invaluable data through regular customer interactions.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Customer Touchpoints : Your CX program centers on customer touchpoints, which are every point of interaction with customers (both direct and indirect). Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

MAY 31, 2022

The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. Plot Touchpoints. Gather Customer Data.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

BlueOcean

FEBRUARY 25, 2019

Our trainers spend a lot of time with new agents, helping them understand the impact of their role when interacting with members. This proved to be a highly effective strategy, with agents who’d received the revised training curriculum outperforming existing agents right out of the gate in metrics that measured the customer experience.

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

InMoment XI

AUGUST 9, 2024

Customer Experience (CX) refers to the overall impression and perception a customer has about a company or brand based on their interactions throughout the entire customer journey. This includes all touchpoints and interactions a customer has with a business, from initial awareness and consideration to purchase, use, and after-sales service.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Who is responsible for that particular touchpoint or interaction? Be sure to establish metrics to track performance of – and against – improvements.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

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? Research shows that customers are 2.4

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Experience Investigators by 360Connext

JANUARY 12, 2021

An ongoing Voice of the Customer program translates customer sentiment into objective ratings and metrics, telling the story of what your customers want and need. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. So why do so many VoC strategies fail?

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. It helps you understand the context around your customer’s interactions with your company. Here’s how this needs to change.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

ECXO

AUGUST 9, 2023

The impact it has on your PS and consulting, and on any client interaction, is considerable. As you already know these ‘moments’ are interactions where emotions run high and clients are most invested in the outcome. Continuously improve Client centricity isn’t a one-off exercise. Essentially, it’s what you think, preach and do.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Kerry Bodine

AUGUST 14, 2020

For the Shop sub-journey, a micro-journey during the time of COVID-19 might be “Get into the store,” which includes actions like waiting in line, putting on a mask, using hand sanitizer, and interacting with a store employee in order to get a cart or basket. (At Like exercising, doing something (anything!)

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

rethinkCX

FEBRUARY 13, 2025

Introduction In todays fast-paced business world, call centers play a crucial role in managing customer interactions and ensuring high-quality service. Stronger Brand Image Positive interactions lead to better customer perceptions and loyalty. Use simulations and role-playing exercises to improve real-world interactions.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

delighted

OCTOBER 5, 2021

Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time. That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important?

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

CX Accelerator

MAY 15, 2019

While it’s falling out of favor to track agents on handle time, we need to be aware of the ways we reinforce speed over quality, for example by displaying time-based metrics on wallboards. Download Jeff’s workbook, “10 exercises to uncover hidden customer service obstacles” by texting Hidden to 66866. The answer might surprise you.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

BirdEye

SEPTEMBER 21, 2021

A complete guide to creating rewarding interactions and experiences that delight through customer messaging. Table of contents asdasd asd h3 Decide Delight Customer interactions and customer experience: How are they linked? The communication between business and customer is described as customer interactions.

Interaction 97

Interaction Management Communication Chatbots 97

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. After one or three or ten calls, you’ll start seeing customers as real people.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Don’t let customer feedback metrics be the only measures leaders hear about on a regular basis.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. And they want every single customer care interaction to reflect that.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194

Lumoa

FEBRUARY 14, 2024

It starts even before a consumer has their first interaction with your company and is an ongoing process that continues even after a sale has been made. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

Comm100

DECEMBER 19, 2017

These enlightened customers demand a certain quality of interaction and service from your company. Creating a positive customer journey — from the first interaction (calls, live chat, emails or social media) to the purchase and even after the sale is made – is paramount if you want to attract and retain customers.

Strategy 344

Strategy Customer Experience How To Customer Journeys 344

NobelBiz

JANUARY 28, 2025

In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement. Here’s how to do it effectively: Identify Relevant Call Center KPIs To get started, focus on the metrics that reveal how well your contact center is operating.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Kayako

APRIL 25, 2017

Transactional metrics. We’re considering any interaction with support – either through a phone call, chat or email – as a transaction. Sending out surveys is a futile exercise if you don’t take action on the results. It also directs your agent’s focus to ensuring each interaction is as effortless as possible.

Effort Score 158

Effort Score How To Net Promoter Score Survey 158

GetFeedback

FEBRUARY 7, 2020

Every interaction customers have with your company is a chance to meet or exceed their expectations. Customer satisfaction is a common metric used to measure customer happiness. Pro Tip: Here at GetFeedback we recommend always sending out CSAT surveys immediately after a customer interaction. It’s also quite easy to measure.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Lumoa

SEPTEMBER 11, 2023

In the simplest terms, a customer experience strategy is a comprehensive set of plans that are put into action to ensure meaningful, positive, and repeated interactions with customers. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 11, 2023

In the simplest terms, a customer experience strategy is a comprehensive set of plans that are put into action to ensure meaningful, positive, and repeated interactions with customers. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance.

Strategy 195

Strategy Customer Experience Net Promoter Score Effort Score 195

Lumoa

SEPTEMBER 30, 2022

It’s estimated that 61% of bank customers interact with their institution’s digital channels on a weekly basis. The fact that consumers have a wider range of alternatives (and are willing to exercise them) means that the relationship between banks and their customers has become more vulnerable than ever before.

Banking 221

Banking Customer Experience Self Service Financial 221

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. The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

NICE inContact

JUNE 5, 2019

The contact center may have a great quality management program that provides agents evaluations on their interactions as well as a stellar performance management platform that gives agents real-time insights into how they are performing against specific goals and metrics. Constantly Ask Yourself “Why” and “How”.

Contact Center 136

Contact Center Average Handle Time Exercises Video 136

BlueOcean

OCTOBER 4, 2021

They need to know they can directly affect a subscriber’s lifetime customer value through every customer care interaction. We’ve found that the strategic use of role-play exercises and positive reinforcement are essential to overcoming those barriers. And they want every single customer care interaction to reflect that.

Customer Experience 156

Customer Experience Customer Care B2C Lifetime Customer 156

TechSee

AUGUST 26, 2024

Pain Points in Call Center Customer Service Phone Interactions Call centers encounter a multitude of obstacles that hinder their ability to deliver high-quality service. These two metrics are closely related, as longer handle times will naturally result in longer wait times for customers. Some IVR systems can be difficult to navigate.

Call Center 124

Call Center Customer Service Chatbots Average Handle Time 124

CX Journey

APRIL 25, 2018

As such, journey maps are an illustration made by walking in your customers’ shoes to capture their steps, needs, and perceptions for some interaction they had with your company, some journey they were taking to achieve some outcome. Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Comm100

NOVEMBER 3, 2017

The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Here are some social media training activities and exercises that we have compiled to help you train your team: Group Introduction Activity.

Social Media 145

Social Media Course Training Marketing 145

Gainsight

NOVEMBER 18, 2019

This is a simple example, but there are many more interactions we can monitor. In contrast, CSAT measures customer sentiment related to a specific type of interaction at the point of delivery. The percentage of respondents providing a “Satisfied (4)” or “Very satisfied (5)” response make up the CSAT score for that interaction.

B2B 12

B2B Metrics Measurement Competitive Advantage 12