GetFeedback
AUGUST 14, 2019
Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In other words, when expectations change, so will the perceived quality and perceived value. out of 100.
Maru Group
AUGUST 3, 2020
In this article, we explore how to ensure your tracker stays flexible and meaningful to capture relevant and timely customer insights. It also becomes even more important to find a way to ensure the aspects that are being measured are still relevant to customers over time. Our Research on Research (RoR) study.
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CSM Magazine
NOVEMBER 23, 2020
There are many ways to make your customers’ lives easier with technology; for instance, you can let them order products online or allow them to pay via a customer-centric AR platform. For instance, quantitative metrics can give you a general idea of the strengths and weaknesses quickly and easily. Let Them Decide.
CX Journey
OCTOBER 5, 2017
I was recently asked for suggestions on how to prevent different business units and divisions from becoming complacent when they are performing well based on their customer experience metrics. I've written a post on that (complacency about metrics), which I'll share in the future. Customers change.
Chattermill
MAY 12, 2019
Through these interviews, Michelli came away with a set of fundamental principles, such as the importance of understanding the customers’ changing expectations, developing a training program centered around CX and a consistent experience across hotels, and empowering employees. The Ultimate Question 2.0
Kustomer
JUNE 17, 2021
Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Guiding Customers to Solutions Using Empathy. Laurent Pierre: (03:27). Absolutely. And then maturing each of the functions.
C3Centricity
NOVEMBER 16, 2014
Isn’t it time you let your own customer service people free to best serve your customers? In most companies interactions with customers are carefully scripted. The call centre metrics are designed for operational efficiency rather than customer satisfaction. Need help in improving your own customer care?
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