ShepHyken

JUNE 2, 2017

They’re using it to optimize journeys across all their marketing, sales, and service channels, and they’re seeing huge increases in NPS, balance retention, and overall response, as a result. They’ve removed over 4 million hours of customer wait time and cut service costs by more than 80 percent.

Examples 75

Examples Self Service Wireless Call Center 75

Answer Dash

APRIL 17, 2020

CSat and NPS are likely candidates for many businesses, along with CES (Customer Effort Score). You may also want to pull in quantitative measures linked to CX, such as waiting times on phone and chat channels, customer review scores, and website loading speeds.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Pointillist

OCTOBER 22, 2018

If they measure my customer experience purely by the traditional NPS system and fail to correlate it with my text-based social media comments, then they will reach the wrong conclusions regarding my actual experience. Also, my public comments carry far greater impact than my private NPS feedback. Image Source: www.buildempathy.com.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40