CX Journey

JANUARY 23, 2015

Image courtesy of CollegeDegrees360 I originally wrote today''s post for Intradiem on September 25, 2014. Are your customers confused? And do you know what the implications of customer confusion are? There''s a marketing maxim that states: A confused customer buys nothing. Are your customers confused? Ansel Adams.

Finance 73

Finance Customer effort Customer Experience Marketing 73

Mindtouch

MAY 14, 2018

Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. Many of his ideas are still relevant to customer success as we know it today. Customer Effort Score (CES).

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Nicereply

MARCH 14, 2023

This book provides a simple formula for executing on your most critical priorities amid the day-to-day activities needed to keep a customer support team running. It proves that loyalty has much more to do with how well companies deliver on their basic promises to customers—rather than how dazzling the service experience might be.

Management 98

Management Call Center Entertainment Metrics 98

ProProfs Blog

FEBRUARY 13, 2020

“What can help me get committed and loyal customers?”. But trust me, factors like: Product quality, Awesome support, Marketing reach, Efforts to engage customers, . Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. million to 3.8

Customer retention 164

Customer retention Sales B2B Airlines 164

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. If a company overreacts to a problem, it is very likely to cause its customers unnecessary customer effort.

Airlines 83

Airlines Morale Customer retention Customer Experience 83

Kayako

FEBRUARY 16, 2017

Customers expect easy and intuitive self-service: An earlier Forrester consumer survey about channel usage for customer service, reported that use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

SaaS 92

SaaS Self service Best practices Customer Support 92

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

CSM Practice

FEBRUARY 24, 2020

An increase in this metric over time is a sign that your customer success team is becoming more efficient at its core goals. Average Time to First Value = Total Number of Days from Start of Onboarding to First Value for All Customers / Number of All Customers. 3. Customer Effort Score (CES).

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52

COPC

OCTOBER 10, 2017

The report carries forward numerous data points, with many reaching back to 2014, as well as two entirely new sections of research: the Purchase Experience and Customer Effort. The report also features a must-read special commentary by Liliana Petrova, director of customer experience at JetBlue Airways.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? Established in 2014, EBI.AI For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”.

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

delighted

JUNE 21, 2019

When the Voice of the Customer comes through in real time, that feedback can change the trajectory of your business. Bonobos , a retail clothing company, uses a Voice of the Customer program to give everyone in their company a direct line to raw customer feedback. Surveying employees is important too.

Feedback 55

Feedback Surveys B2C Benchmark 55

aircall

SEPTEMBER 12, 2016

Customer Satisfaction. A 2014 study , showed that 75% of the people preferred to contact a business by phone. Most of the customers communicate with the companies by phones, and they find it the most efficient way towards resolving an issue. Improve customer satisfaction and loyalty.

Customer Experience 48

Customer Experience Inbound sales voip Sales 48

delighted

APRIL 5, 2019

From here, competitive loss surveys can be run through marketing to inform future campaigns and measure how well customer support practices are working. Customer Effort Score (CES) surveys promote loyalty by helping you understand where you can reduce the amount of effort customers need to exert when doing business with you.

Feedback 44

Feedback Customer Experience Surveys Best practices 44

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. A Friction-less Experience Will Be Mandatory. And that has held true over the years.

Customer Service 43

Customer Service Chatbots Journey mapping Multichannel 43

ijgolding

OCTOBER 17, 2017

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here….

Customer effort 158

Customer effort Customer Experience Customer retention 158