CCNG

OCTOBER 19, 2022

AmericanExpress, 2017) Only 43% of CX executives are highly confident in their company’s CX proficiencies and preparedness for the future. Oracle, 2018) 53% of organizations don’t believe they make it easy for customers to handle their issues/requests. London School of Economics, 2005) Customer Effort Score Is CES worth your attention?

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Mindtouch

MAY 2, 2018

As the age of the customer continues to influence the shape and strategy of customer interactions, customer experience (CX) data such as Net Promoter Score (NPS ® ), Customer Effort Score (CES), and Customer Satisfaction (CSAT) inform strategic discussions across industries and verticals.

Customer Experience 59

Customer Experience Customer advocacy Customer effort Upselling 59

Nicereply

JUNE 18, 2020

They recruited stories from customers that worked in the industry and showcased them on social media. Customers are twice as likely to make a repeat purchase if they leave a review ( Hubspot, 2017 ). If customers leave a bad review, it’s a good customer service opportunity to intervene and set things right.

Customer retention 125

Customer retention Feedback Surveys Metrics 125

Comm100

SEPTEMBER 28, 2022

A low sales conversion rate could mean that agents need additional training in good sales and upselling practices. Customer satisfaction can be measured several ways. Some options include the following: Net promoter score – An index that measures a customer’s willingness to recommend the company’s products and services to others.

Average Handle Time 98

Average Handle Time Benchmark Wait times Metrics 98

Talkdesk

AUGUST 7, 2017

Ernest is the Group Product Manager of Data & Analytics at Talkdesk and a session host at the Opentalk 2017 in SF. . The origins of customer satisfaction (or CSAT), as a metric, date back to the 1970s — an era in which the business world was much more obsessed with supply chains and pricing than customers or service.

Metrics 40

Metrics Customer Service Advertising Upselling 40