Peter Lavers

FEBRUARY 18, 2015

My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. As a final comment, just let me say that this also has benefits for your customer insight team members. don’t waste time arguing over metrics).

Customer Insights 70

Customer Insights Culture Insights Competitive Advantage 70

Thematic

FEBRUARY 19, 2024

Here's a breakdown of common options organized by the aspect of the customer experience they help you improve. Loyalty and Advocacy: Net Promoter Score (NPS): Measures willingness to recommend. Customer Effort Score (CES): Gauges how easy it was to solve an issue, tied to loyalty as friction drives abandonment.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

Thematic

FEBRUARY 19, 2024

Here's a breakdown of common options organized by the aspect of the customer experience they help you improve. Loyalty and Advocacy: Net Promoter Score (NPS): Measures willingness to recommend. Customer Effort Score (CES): Gauges how easy it was to solve an issue, tied to loyalty as friction drives abandonment.

Customer Experience 62

Customer Experience Net Promoter Score NPS Loyalty 62

SurveySparrow

JUNE 23, 2023

What is the Definition of Voice of Customer Methodologies First of all, The term “VoC” refers to several techniques that businesses use to capture what customers are saying about their products, services, and brands. Why is Voice of Customer Methodologies Important in a Business? The easier, the better! #10

Voice of Customer 52

Voice of Customer Feedback Net Promoter Score Social Media 52

SurveySparrow

DECEMBER 27, 2023

Improved Customer Satisfaction and Loyalty : Understanding and acting on customer feedback helps address pain points and improve the overall user experience. This increases customer satisfaction, which can lead to higher retention rates and customer loyalty. How do you get started with the VoC framework?

Voice of Customer 52

Voice of Customer B2B Net Promoter Score NPS 52

SurveySparrow

DECEMBER 26, 2023

Improved Customer Satisfaction and Loyalty : Understanding and acting on customer feedback helps address pain points and improve the overall user experience. This increases customer satisfaction, which can lead to higher retention rates and customer loyalty. How do you get started with the VoC framework?

B2B 52

B2B Net Promoter Score NPS Feedback 52

InMoment XI

NOVEMBER 15, 2023

If CSAT scores indicate consistently low satisfaction, it signals a need for further investigation and potential improvements to enhance the overall customer experience in real-time. Customer Effort Score (CES) Customer Effort Score (CES) assesses the ease with which customers can achieve their goals when interacting with a company.

Insights 324

Insights E Commerce Customer Experience E-support 324