ShepHyken

MAY 26, 2017

seconds in 2009! A couple of years ago, these metrics had a proclivity towards transactions and sales. The theory here is that customers who are highly satisfied are least likely to defect to other brands whereas those who are highly dissatisfied are the most vulnerable to do so. Customer Effort Score (CES).

Metrics 239

Metrics Customer effort Customer Experience Surveys 239

Nicereply

JUNE 18, 2019

Customer feedback surveys are the bread and butter of support—whether you’re sending out customer satisfaction surveys (CSAT), net promoter score surveys (NPS), or asking about customers’ effort (CES) with your product, your team has probably asked a customer to rank you on a scale in the past year. Click To Tweet.

Surveys 94

Surveys Self service Construction Feedback 94

Clarabridge

JULY 18, 2018

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.

Customer effort 40

Customer effort Engineering Feedback Technology 40

Clarabridge

MARCH 2, 2017

Schlee claimed that he could almost predict sales on body language alone. Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”.

Benchmark 49

Benchmark Government Big data Analytics 49

Clarabridge

MARCH 2, 2017

Schlee claimed that he could almost predict sales on body language alone. Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. I am not thinking in terms of customer effort score or satisfaction. In 2009 as social media took hold, a new category emerged: “A person like yourself”.

Benchmark 45

Benchmark Government Big data Analytics 45

Connecting the Dots

APRIL 3, 2024

From this point of view, onboarding is more than a one-and-done transaction relegated to use with only with new, first-time customers immediately after they buy. In fact, our definition presupposes that onboarding begins before customers have even purchased the offering (i.e., as a part of the sales and marketing efforts).

Education 62

Education B2B Sales Surveys 62