This document discusses how to track and improve customer experience using LEO CDP. It begins by explaining why measuring customer experience is important, then introduces four key metrics: Customer Feedback Score, Customer Effort Score, Customer Satisfaction Score, and Net Promoter Score. It describes using journey maps to manage customer experience data and visualize the customer journey. Finally, it presents LEO CDP as a software solution for collecting customer experience data, building surveys, and generating reports to gain insights to improve products, services, and the overall customer experience.

1. How to track and improve
Customer Experience (CX)
with LEO CDP
Presented by Nguyễn Tấn Triều, the Chief Engineer at https://leocdp.com
My LinkedIn: https://www.linkedin.com/in/tantrieuf31
My Youtube: https://www.youtube.com/user/tantrieuf31database

2. Agenda
1. Why CX measurement is so important
2. Introduction to key metrics of CX
a. Customer Feedback Score (CFS)
b. Customer Effort Score (CES)
c. Customer Satisfaction Score (CSAT)
d. Net Promoter Score (NPS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo

3. First of all: Key question
1. Why is CX measurement so important ?
2. Introduction to key metrics of CX
a. Customer Feedback Score (CFS)
b. Customer Effort Score (CES)
c. Customer Satisfaction Score (CSAT)
d. Net Promoter Score (NPS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo

4. Why is CX measurement ?
It helps us build better customer-centric strategies to develop
profitable products and optimize the business service

5. Why CX Measurement
1. Measuring customer experience (CX) drives
student/employee recruitment and customer
retention
2. Measuring customer experiences helps define
priorities for business improvement and setting
resources
3. Measuring the customer experience produces more
engaged students / customers
4. Give a good learning / purchasing experience

6. Second thing is the metric
1. Why CX measurement is so important
2. Introduction to key metrics of CX
a. Customer Feedback Score (CFS)
b. Customer Effort Score (CES)
c. Customer Satisfaction Score (CSAT)
d. Net Promoter Score (NPS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo

7. The New Hierarchy of Needs might change
your business mindset
Source: https://jessichristian.medium.com/the-new-hierarchy-of-needs-maslows-lost-apex-5e51031ce3fb

8. Human Experience Pyramid

9. Customer Experience (CX) Metrics in LEO CDP
NPS → Word-of-mouth marketing
CSAT → Happy / unhappy customer
CES → Usability and Accessibility
CFS → Like or dislike something

10. CSAT Survey Form in e-learning service

11. Example using Net Promoter Score (NPS)

12. Third thing: The journey map
1. Why CX measurement is so important
2. Introduction to key metrics of CX
a. Customer Feedback Score (CFS)
b. Customer Effort Score (CES)
c. Customer Satisfaction Score (CSAT)
d. Net Promoter Score (NPS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo

13. All CX measurement should
begin with an journey map

14. A simple journey map in Education

15. Example of customer journey map in Retail

16. Example of student journey map in Education

17. An journey map has 5 components

18. Finally, a practical solution
1. Why CX Measurement is so important
2. Introduction to key metrics of CX
a. Customer Effort Score (CES)
b. Customer Satisfaction Score (CSAT)
c. Net Promoter Score (NPS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo

19. What is LEO CDP ?
LEO CDP is the software cloud platform for any data-driven
organization, want to perform smarter business by collecting data,
doing customer analytics and optimizing customer experience CX

20. USPA is the core principles of LEO CDP

21. Customer Journey Map can be managed by LEO CDP

22. CX Data Flow in LEO CDP

23. Feedback Survey Form can built with LEO CDP

24. Survey Form to collect CX Data

25. In LEO CDP, we can use the web plugin for online
touchpoints

26. Customer Feedback Score (CFS) can measure by
using Embedded Rating Plugin

27. Feedback Survey Data could be collected
from offline touchpoints in Journey Map

28. Feedback Survey can be set at the offline touchpoint

29. LEO CX Report for Insights Overview

30. LEO CX Report at a specific profile

31. Try LEO CDP for yourself
Demo login account for LEO CDP
● URL: https://vnuk.leocdp.net
● Username: demo
● Password: 123456

32. Summary all key ideas
1. CX Measurement is so important to improve
customer experience, products and services
2. There are 4 metrics for CX measurement
a. Customer Feedback Score (CFS)
b. Customer Effort Score (CES)
c. Customer Satisfaction Score (CSAT)
d. Net Promoter Score (NPS)
3. CX needs Journey Map (Data Flow Map)
4. LEO CDP is the solution for CX measurement

33. To get more information about the LEO CDP
● Our website: https://leocdp.com
● Our fanpage: https://facebook.com/leocdp.net
● My YouTube: https://youtube.com/user/tantrieuf31database