The Customer Effort Score (CES) quickly became a popular metric for Customer Experience (CX) programs after its launch in 2010–and for good reason. CEB Global, the firm that created the CES methodology, reports that 96% of customers reporting high-effort...
3 CX Practices That Yield the Best ROI eTouchPoint Today’s organizations must implement effective CX programs to meet growing customer expectations for an exceptional customer experience. Great CX programming not only satisfies customers, but also ensures a worthwhile...
Customer Experience (CX) is a complex practice, and to succeed at CX organizations need a shared vision that unites the efforts of their customer-facing teams. They also need a set of standard CX metrics to evaluate CX performance in a meaningful and systematic way...
ind Customer experience (CX) is evolving. And how companies gather customer feedback is evolving as well. In the past, many businesses relied solely on a periodic relationship survey to gauge customer happiness. These surveys could cover a wide range of topics, but...
Guest post from Mark Wilburn, CTO of SkyCreek Corporation. In a recent study, Accenture labeled the current consumer environment the “Switching Economy.” The reasons: customers often see little differentiation between brands, can easily gain information on...
We are all consumers of products and services. As such, we are driven by our emotional associations with those experiences. Take a moment to think about your best and worst customer service experiences. What about when you were crunched for time, but had to stop at...
All companies want to improve their customer service and customer experience, but not all recognize the steps required to create lasting change. When embarking on or revitalizing a customer experience (CX) program, companies need to identify their baseline...
Whether an organization is large or small, its frontline employees have significant influence over customer perceptions. At best, they can deliver memorable experiences that turn customers into loyal brand advocates. However, when interactions go astray—customers may...
