Who are your customers? What can you tell about them?
This presentation is a starting point for answering these sort of questions both from a quantitative & qualitative perspective.
Leverage value from B2B customer reviews: Amplify Customer VoiceSandeep Sastry
This document discusses the emerging trend of B2B customer reviews and provides strategies for companies to leverage reviews. It defines B2B customer reviews as peer reviews similar to consumer review sites. Reviews are validated by humans and reviewers are authenticated. The document recommends 11 practical ways companies can reuse customer review content, such as in marketing. It also provides criteria for selecting a review company, such as prioritizing quality over quantity of reviews. The conclusion is that B2B reviews will continue growing and companies need to find ways to repurpose review content for sales and marketing.
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer ExperienceQuestionPro
In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue.
You'll learn:
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
Customer satisfaction survey company - CViewSurveyCviewSurvey
CViewSurvey is a web and mobile application that provides digital surveys to evaluate customer and employee experience through traditional paper surveys. The surveys can help businesses understand customers better to improve their experience and create a customer-centric culture. A customer satisfaction survey measures customer satisfaction levels and can identify happy customers who may become brand advocates as well as unhappy customers likely to spread negative reviews. CViewSurvey allows customized surveys on web and mobile to collect unlimited responses and provides real-time analytics on survey data through secure cloud storage.
The Internet has made lives simpler and task execution efficient. Listening to the voice of customers is not a Herculean task, thanks to the plethora of ways in which a business can reach out to a customer. Let's have a quick look at the most popular VoC methodologies in vogue.
Read more: https://surveysparrow.com/voice-of-customer/voice-of-customer-tools/
The Power of Customer Reviews and The Importance of Reputation Management Web...Jeanne Dotson
Discover how customer reviews can boost your storage facility's occupancy rate and revenue. Customer reviews can also improve your website's organic search engine ranking. To learn more, visit our website!
https://www.storageinternetmarketing.com/reputation-management-customer-reviews/
Optimize your marketing with Deep Ripples, professionals in search engine optimization and organic search marketing. Attract, interest and engage your customers online.
This study examines customer loyalty to service organizations. It defines service loyalty as having three dimensions: behavioral loyalty, attitudinal loyalty, and cognitive loyalty. The study identifies three key antecedents to service loyalty based on a literature review and qualitative interviews: satisfaction, switching costs, and interpersonal bonds between customers and service providers. The study develops a model of service loyalty and provides insights into how to increase customer loyalty through maintaining satisfaction, increasing switching costs, and strengthening interpersonal bonds.
Leverage value from B2B customer reviews: Amplify Customer VoiceSandeep Sastry
This document discusses the emerging trend of B2B customer reviews and provides strategies for companies to leverage reviews. It defines B2B customer reviews as peer reviews similar to consumer review sites. Reviews are validated by humans and reviewers are authenticated. The document recommends 11 practical ways companies can reuse customer review content, such as in marketing. It also provides criteria for selecting a review company, such as prioritizing quality over quantity of reviews. The conclusion is that B2B reviews will continue growing and companies need to find ways to repurpose review content for sales and marketing.
QuestionPro CX - Not Just a Number: Using NPS to Improve Customer ExperienceQuestionPro
In this special webinar, CX Expert, Shep Hyken will not only discuss NPS, but divulge his best tips on measuring Net Promoter Score to deliver a better customer experience. Join us and gain a better understanding of how you can use Net Promoter Score to measure and improve your customer experience to ultimately increase revenue.
You'll learn:
1. CX Trends in 2017
2. The differences between Customer Experience and Customer Service
3. Ways to measure CX and the metrics
4. CX and Revenue Correlation
5. Top ways to improve CX
Customer satisfaction survey company - CViewSurveyCviewSurvey
CViewSurvey is a web and mobile application that provides digital surveys to evaluate customer and employee experience through traditional paper surveys. The surveys can help businesses understand customers better to improve their experience and create a customer-centric culture. A customer satisfaction survey measures customer satisfaction levels and can identify happy customers who may become brand advocates as well as unhappy customers likely to spread negative reviews. CViewSurvey allows customized surveys on web and mobile to collect unlimited responses and provides real-time analytics on survey data through secure cloud storage.
The Internet has made lives simpler and task execution efficient. Listening to the voice of customers is not a Herculean task, thanks to the plethora of ways in which a business can reach out to a customer. Let's have a quick look at the most popular VoC methodologies in vogue.
Read more: https://surveysparrow.com/voice-of-customer/voice-of-customer-tools/
The Power of Customer Reviews and The Importance of Reputation Management Web...Jeanne Dotson
Discover how customer reviews can boost your storage facility's occupancy rate and revenue. Customer reviews can also improve your website's organic search engine ranking. To learn more, visit our website!
https://www.storageinternetmarketing.com/reputation-management-customer-reviews/
Optimize your marketing with Deep Ripples, professionals in search engine optimization and organic search marketing. Attract, interest and engage your customers online.
This study examines customer loyalty to service organizations. It defines service loyalty as having three dimensions: behavioral loyalty, attitudinal loyalty, and cognitive loyalty. The study identifies three key antecedents to service loyalty based on a literature review and qualitative interviews: satisfaction, switching costs, and interpersonal bonds between customers and service providers. The study develops a model of service loyalty and provides insights into how to increase customer loyalty through maintaining satisfaction, increasing switching costs, and strengthening interpersonal bonds.
Getting emotional: MOO's first steps with affective interactionTerri Herbert
This document discusses getting started with affective interaction design, which aims to intentionally design experiences that cater to users' emotional states and elicit emotional responses. It outlines MOO's first steps in this area, including conducting an affective audit to understand where they stand currently. The document also describes how MOO used the Self-Assessment Manikin (SAM) tool to measure users' self-reported pleasure, arousal, and dominance levels during experiences. They gained insights about both positive and negative aspects, and learned that measuring emotions is just a starting point that requires further exploration of impacts and a multi-dimensional approach.
8 Requirements To Be An International Designer 成為設計師的八個要件Amy Huang
2015 March 4th, Speech of 8 Requirements To Be An Adventurous Designer to young designers at Minchuang University in TouYuang, Taiwan.
Introducing HCI, UX Design, different flavors of design research, design method that I learned from IIT Institute of Design to young designers.
This document discusses facilitating commuting from the East Bay to San Francisco. It describes FastLane, a service that simplifies last-minute carpooling. FastLane allows commuting drivers and riders to find matches using their website or app to take advantage of carpool lanes. The document also outlines pain points with current commuting options and outlines iterations of a new carpooling app design based on user research.
This document summarizes Daniela Petrillo's background and experience in design, research, and strategy. Some key points:
- She has an MSc in Interior Design from Politecnico di Milano and a PhD from the same institution, focusing on urban and social innovation.
- Her work involves design consulting, research projects, and academic roles focused on topics like urban safety, crime prevention, and community engagement.
- Examples of her projects include DesignAgainstCrime, Mapping San Siro, Human Library in Prison, and her PhD thesis Design for Urban Reassuring Scenario.
- Her approach emphasizes participatory methods, codesign, and temporary or iterative interventions to address social and
Jacklyn Cohen conducted a UX bootcamp on designing grocery shopping apps. She began with introductions and an overview of UX design, usability, and UI. Cohen explained the differences between these concepts and emphasized that UX design focuses on the overall user experience. The bootcamp covered various topics related to the UX process like research methods, creating personas and empathy maps, wireframing, and user testing. Participants conducted user interviews on grocery shopping habits, created affinity diagrams to identify themes, and designed wireframes for a grocery shopping app home screen and shopping list screen. User testing of the wireframes was also practiced. The goal of the bootcamp was to provide hands-on experience with UX design methods through the
The researcher’s blind spot: 6 cognitive biases we shouldn’t ignore in researchRuth Ellison
There are cognitive biases lurking everywhere in the research process. Cognitive biases are psychological tendencies that cause the human brain to draw incorrect conclusions.
We all want our research to provide reliable input into our projects and most of us wouldn’t deliberately distort data. Yet, we’re human, and we’re all susceptible to many cognitive biases that can affect the outcomes at any stage of our projects. Biases is unavoidable, but being a good researcher is about understanding our inherent biases and how we can minimise the effects.
Distorted or misleading results can be very detrimental to a project. It can misinform the direction of a project, or provide false confidence about decisions.
This session will highlight five common cognitive biases in research, from recruitment, to the actual sessions, and the analysis and reporting of research findings. This will be illustrated with examples and stories, along with how we can minimise the bias.
ThinkAR Augmented Reality Game ConceptSusan Oldham
This is a game that Melinda Salazar, Robert Maharaj, Eva Dooley & I designed for a UW research group called Interfaces that Make You Think [IMUT] in 2011. The goal of the game was to activate many areas of the brain by encouraging players to become more aware of their surroundings and engage with others as they collected their play monsters.
Great product teams understand the importance of dissenting feedback. However, a team might drive toward an inferior product because it fixates on a few pieces of positive feedback, or a persuasive product lead might seek out data to support her pet feature. Moving quickly often requires trusting our intuition, but what is the difference between gut instinct and bias?
**Note: Slideshare has altered some fonts and formatting
This document provides a summary of Francia Sandoval's UX portfolio from 2015. It includes summaries of two case studies - for the Night Shift Theater Company and Netflix. For the Night Shift case study, Francia conducted user research including interviews and usability testing to redesign the theater's website and improve their online presence. For Netflix, Francia's team developed social features like a Friends page and Groups page to increase social engagement between users. The document outlines Francia's role and process for both projects.
The technology we use every day knows a lot about what we do—what we click on, where we go, and who we follow. But so far, it doesn’t know much about how we feel. That’s changing.
Emotion-sensing technology is moving from an experimental phase to reality. Maybe, our Internet things will start to understand us, cultivating emotional connections and picking up on social cues. What does it mean for how we design technology? This talk, grounded in the latest research and case studies, shows how designers can create rich, emotional experiences for the next wave of emotion-aware technology.
Client surveys can be used to strengthen relationships with existing clients and also to generate more qualified referrals from centers of influence like CPAs and estate attorneys. The document outlines three ways to leverage client survey data with centers of influence: 1) Share positive survey results to reassure them of the value provided to clients, 2) Identify clients unsatisfied with other professionals to facilitate reciprocal referrals, and 3) Conduct joint surveys with centers of influence to identify specific cross-selling opportunities and make targeted referrals. Conducting client surveys and strategically sharing the results can boost referrals while deepening relationships with both clients and centers of influence.
Dynamics Day 2017 Perth: Becoming Customer CentricEmpired
How a customer experiences your organisation determines your revenue and your costs. Now more than ever, we need to realign our organisations' with customers' expectations by harnessing empathy, design and technology. This session will take you through the process of designing, interpreting and implementing a customer experience strategy within your organisation.
The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.
Dynamics Day 2017 Melbourne: Becoming customer centricEmpired
How a customer experiences your organisation determines your revenue and your costs. Now more than ever we need to realign our organisations' with customers' expectations by harnessing empathy, design and technology. This session will take you through the process of designing, interpreting and implementing a customer experience strategy withing your organisation.
If you want to improve your products, deliver a stellar customer experience (CX), and be able to generate more revenue, it’s vital that you collect customer experience data. CX data collection gives you the ability to gain valuable insights into your customers’ needs and expectations. There are several ways that this data can be gathered. However, the proviso is that the quality of customer experience data is essential for good CX analysis. Let’s understand these data types, sources, and touchpoints where this data is gathered.
Customer Satisfaction – Definition, Methods of Measuring Customer SatisfactionsSundar B N
This document discusses customer satisfaction and methods for measuring it. It defines customer satisfaction as how a customer feels after comparing a product or service's performance to their expectations. The document then describes six common methods for measuring customer satisfaction: customer feedback surveys, customer satisfaction scores, net promoter scores, customer effort scores, web analytics, and social media metrics. It emphasizes that gathering feedback directly from customers through surveys is an essential method for accurately understanding satisfaction.
Dynamics Day 2017 Adelaide - Customer Experience Design Empired
The document discusses becoming customer centric by designing customer experiences. It outlines a 6 step process: 1) Don't buy technology yet, 2) Set tangible goals, 3) Understand target customers through personas and journey mapping, 4) Build the customer journey, 5) Learn and adapt, 6) Make the customer experience an obsession. Key points are that most companies have an "inside out" view rather than considering the customer experience, and that customer experience design can lead to improvements like 20% growth in satisfaction and 20% reduction in churn.
This document discusses customer satisfaction and its importance. It defines customer satisfaction as meeting or exceeding customer expectations. Maintaining high levels of customer satisfaction is important for businesses as satisfied customers are more loyal, purchase more, and provide favorable word of mouth advertising. The document outlines factors that influence customer satisfaction like product quality, value, service, and responsiveness to issues. It also discusses methods for measuring customer satisfaction, including surveys, to understand customer expectations and priorities for improvement. The goal is to continually enhance customer service based on feedback.
Bandhan Bank was incorporated in 2014 as a wholly owned subsidiary of Bandhan Financial Holdings. It is headquartered in Kolkata and was the first bank set up in eastern India after independence. The bank started with a capital base of over Rs. 2,500 crore and seeks to offer banking products and services to both urban and rural customers across India, with a special focus on eastern and northeastern regions. Its target customers include urban, semi-urban, and rural populations, mainly focusing on women.
This summary report outlines the findings and recommendations based on our research into how jobseekers’ needs and abilities are assessed. We conducted interviews and focus groups with benefit claimants and staff at a range of jobcentres and Work Programme providers across east London. Our full report is complemented with a review of literature analysing assessment in other sectors.
A copy of the full report can be obtained from:
Community Links
105 Barking Road
London E16 4HQ
www.community-links.org
The document discusses creating a compelling client proposition. It suggests that clients will expect clear answers about what they are paying for in a more transparent pricing environment post-RDR. A client proposition should explain the services being provided in a way clients understand and demonstrate value. Many advisers currently provide services clients don't need or want. Research shows clients want responsive, personalized service and are willing to pay more for better service. High net worth clients want specialized, independent advice and transparency. An effective proposition must meet rising client expectations.
Getting emotional: MOO's first steps with affective interactionTerri Herbert
This document discusses getting started with affective interaction design, which aims to intentionally design experiences that cater to users' emotional states and elicit emotional responses. It outlines MOO's first steps in this area, including conducting an affective audit to understand where they stand currently. The document also describes how MOO used the Self-Assessment Manikin (SAM) tool to measure users' self-reported pleasure, arousal, and dominance levels during experiences. They gained insights about both positive and negative aspects, and learned that measuring emotions is just a starting point that requires further exploration of impacts and a multi-dimensional approach.
8 Requirements To Be An International Designer 成為設計師的八個要件Amy Huang
2015 March 4th, Speech of 8 Requirements To Be An Adventurous Designer to young designers at Minchuang University in TouYuang, Taiwan.
Introducing HCI, UX Design, different flavors of design research, design method that I learned from IIT Institute of Design to young designers.
This document discusses facilitating commuting from the East Bay to San Francisco. It describes FastLane, a service that simplifies last-minute carpooling. FastLane allows commuting drivers and riders to find matches using their website or app to take advantage of carpool lanes. The document also outlines pain points with current commuting options and outlines iterations of a new carpooling app design based on user research.
This document summarizes Daniela Petrillo's background and experience in design, research, and strategy. Some key points:
- She has an MSc in Interior Design from Politecnico di Milano and a PhD from the same institution, focusing on urban and social innovation.
- Her work involves design consulting, research projects, and academic roles focused on topics like urban safety, crime prevention, and community engagement.
- Examples of her projects include DesignAgainstCrime, Mapping San Siro, Human Library in Prison, and her PhD thesis Design for Urban Reassuring Scenario.
- Her approach emphasizes participatory methods, codesign, and temporary or iterative interventions to address social and
Jacklyn Cohen conducted a UX bootcamp on designing grocery shopping apps. She began with introductions and an overview of UX design, usability, and UI. Cohen explained the differences between these concepts and emphasized that UX design focuses on the overall user experience. The bootcamp covered various topics related to the UX process like research methods, creating personas and empathy maps, wireframing, and user testing. Participants conducted user interviews on grocery shopping habits, created affinity diagrams to identify themes, and designed wireframes for a grocery shopping app home screen and shopping list screen. User testing of the wireframes was also practiced. The goal of the bootcamp was to provide hands-on experience with UX design methods through the
The researcher’s blind spot: 6 cognitive biases we shouldn’t ignore in researchRuth Ellison
There are cognitive biases lurking everywhere in the research process. Cognitive biases are psychological tendencies that cause the human brain to draw incorrect conclusions.
We all want our research to provide reliable input into our projects and most of us wouldn’t deliberately distort data. Yet, we’re human, and we’re all susceptible to many cognitive biases that can affect the outcomes at any stage of our projects. Biases is unavoidable, but being a good researcher is about understanding our inherent biases and how we can minimise the effects.
Distorted or misleading results can be very detrimental to a project. It can misinform the direction of a project, or provide false confidence about decisions.
This session will highlight five common cognitive biases in research, from recruitment, to the actual sessions, and the analysis and reporting of research findings. This will be illustrated with examples and stories, along with how we can minimise the bias.
ThinkAR Augmented Reality Game ConceptSusan Oldham
This is a game that Melinda Salazar, Robert Maharaj, Eva Dooley & I designed for a UW research group called Interfaces that Make You Think [IMUT] in 2011. The goal of the game was to activate many areas of the brain by encouraging players to become more aware of their surroundings and engage with others as they collected their play monsters.
Great product teams understand the importance of dissenting feedback. However, a team might drive toward an inferior product because it fixates on a few pieces of positive feedback, or a persuasive product lead might seek out data to support her pet feature. Moving quickly often requires trusting our intuition, but what is the difference between gut instinct and bias?
**Note: Slideshare has altered some fonts and formatting
This document provides a summary of Francia Sandoval's UX portfolio from 2015. It includes summaries of two case studies - for the Night Shift Theater Company and Netflix. For the Night Shift case study, Francia conducted user research including interviews and usability testing to redesign the theater's website and improve their online presence. For Netflix, Francia's team developed social features like a Friends page and Groups page to increase social engagement between users. The document outlines Francia's role and process for both projects.
The technology we use every day knows a lot about what we do—what we click on, where we go, and who we follow. But so far, it doesn’t know much about how we feel. That’s changing.
Emotion-sensing technology is moving from an experimental phase to reality. Maybe, our Internet things will start to understand us, cultivating emotional connections and picking up on social cues. What does it mean for how we design technology? This talk, grounded in the latest research and case studies, shows how designers can create rich, emotional experiences for the next wave of emotion-aware technology.
Client surveys can be used to strengthen relationships with existing clients and also to generate more qualified referrals from centers of influence like CPAs and estate attorneys. The document outlines three ways to leverage client survey data with centers of influence: 1) Share positive survey results to reassure them of the value provided to clients, 2) Identify clients unsatisfied with other professionals to facilitate reciprocal referrals, and 3) Conduct joint surveys with centers of influence to identify specific cross-selling opportunities and make targeted referrals. Conducting client surveys and strategically sharing the results can boost referrals while deepening relationships with both clients and centers of influence.
Dynamics Day 2017 Perth: Becoming Customer CentricEmpired
How a customer experiences your organisation determines your revenue and your costs. Now more than ever, we need to realign our organisations' with customers' expectations by harnessing empathy, design and technology. This session will take you through the process of designing, interpreting and implementing a customer experience strategy within your organisation.
The document discusses customer expectations and satisfaction. It states that customers expect certain things from businesses and those that can identify and meet customer expectations will have the highest levels of customer satisfaction. It also notes that customer expectations are dynamic and can change based on various factors. The key to customer satisfaction is meeting or exceeding their expectations through good customer service. The document provides some common customer expectations like fast and friendly service as well as tips for identifying specific customer expectations through surveys. Meeting expectations leads to benefits like loyal customers, increased sales, and more referrals.
Dynamics Day 2017 Melbourne: Becoming customer centricEmpired
How a customer experiences your organisation determines your revenue and your costs. Now more than ever we need to realign our organisations' with customers' expectations by harnessing empathy, design and technology. This session will take you through the process of designing, interpreting and implementing a customer experience strategy withing your organisation.
If you want to improve your products, deliver a stellar customer experience (CX), and be able to generate more revenue, it’s vital that you collect customer experience data. CX data collection gives you the ability to gain valuable insights into your customers’ needs and expectations. There are several ways that this data can be gathered. However, the proviso is that the quality of customer experience data is essential for good CX analysis. Let’s understand these data types, sources, and touchpoints where this data is gathered.
Customer Satisfaction – Definition, Methods of Measuring Customer SatisfactionsSundar B N
This document discusses customer satisfaction and methods for measuring it. It defines customer satisfaction as how a customer feels after comparing a product or service's performance to their expectations. The document then describes six common methods for measuring customer satisfaction: customer feedback surveys, customer satisfaction scores, net promoter scores, customer effort scores, web analytics, and social media metrics. It emphasizes that gathering feedback directly from customers through surveys is an essential method for accurately understanding satisfaction.
Dynamics Day 2017 Adelaide - Customer Experience Design Empired
The document discusses becoming customer centric by designing customer experiences. It outlines a 6 step process: 1) Don't buy technology yet, 2) Set tangible goals, 3) Understand target customers through personas and journey mapping, 4) Build the customer journey, 5) Learn and adapt, 6) Make the customer experience an obsession. Key points are that most companies have an "inside out" view rather than considering the customer experience, and that customer experience design can lead to improvements like 20% growth in satisfaction and 20% reduction in churn.
This document discusses customer satisfaction and its importance. It defines customer satisfaction as meeting or exceeding customer expectations. Maintaining high levels of customer satisfaction is important for businesses as satisfied customers are more loyal, purchase more, and provide favorable word of mouth advertising. The document outlines factors that influence customer satisfaction like product quality, value, service, and responsiveness to issues. It also discusses methods for measuring customer satisfaction, including surveys, to understand customer expectations and priorities for improvement. The goal is to continually enhance customer service based on feedback.
Bandhan Bank was incorporated in 2014 as a wholly owned subsidiary of Bandhan Financial Holdings. It is headquartered in Kolkata and was the first bank set up in eastern India after independence. The bank started with a capital base of over Rs. 2,500 crore and seeks to offer banking products and services to both urban and rural customers across India, with a special focus on eastern and northeastern regions. Its target customers include urban, semi-urban, and rural populations, mainly focusing on women.
This summary report outlines the findings and recommendations based on our research into how jobseekers’ needs and abilities are assessed. We conducted interviews and focus groups with benefit claimants and staff at a range of jobcentres and Work Programme providers across east London. Our full report is complemented with a review of literature analysing assessment in other sectors.
A copy of the full report can be obtained from:
Community Links
105 Barking Road
London E16 4HQ
www.community-links.org
The document discusses creating a compelling client proposition. It suggests that clients will expect clear answers about what they are paying for in a more transparent pricing environment post-RDR. A client proposition should explain the services being provided in a way clients understand and demonstrate value. Many advisers currently provide services clients don't need or want. Research shows clients want responsive, personalized service and are willing to pay more for better service. High net worth clients want specialized, independent advice and transparency. An effective proposition must meet rising client expectations.
Customer Experience -- Type of measurement system sNileshJajoo2
NPS , CES , CLV , CSAT ,Churn , Repeat/Reopen , Churn Rate
2) Customer Experience v/s Customer Satisfaction?
3) Drivers for Customer Experience
4) Case Study ( Customer Experience Training for TfL)
5) What customer value most in their customer experience?
6) Customer Experience Value Tree
7) Improve Customer Experience for e-Commerce --
Delight your customer , Surprise your Shoppers , Build a community , Up your social media game , Follow an Impactful strategy , Deliver an Omni Channel Customer Experience , Personalize Customer Experience
8) Process Drivers for Continuous Service Improvement
9) Customer Experience Vision
Customer Loyalty
Customer Experience
What Is Net Promoter System?
Customer Satisfaction Score (CSAT)
Customer Effort Score (CES)
CSAT v/s CES v/s NPS
Customer Lifetime Value (CLV)
How Do You Measure CLV?
Customer revenue minus the costs of acquiring and serving the customer = CLV
Customer Churn Rate
First Contact Resolution (FCR)
Customer Service v/s Customer Experience
Drivers for Customer Experience
Hello London: Customer Experience Training for TfL
What customer value most in their customer experience:-
Prices and Quality remain top of mind for customers as they make purchasing choices. But when customer think about their interactions, positive experience influences purchasing decision in almost every industry. Ecommerce (78%) , HealthCare (82%) , Banking (75%) , Restaurants & Food (76%) , and Telecom (63%)
Delight your customers:-
Surprise your Shoppers :-
Build a community :-
Up your social media game :-
Follow an Impactful strategy :-
Deliver an Omi channel Customer Experience :-
Personalize Customer Experience :-
Common Service Language
Engaging Service Vision
Service Staff Recruitment
New staff orientation
Service Communications
Service Reorganizations & Rewards
Voice of Customer
Service Measure and Metric
Service Improvement Process
Service recovery & Guarantee
Service Benchmarking
Service Role Modeling
Continuous Service Improvement
Continuous Service Improvement
What Is Net Promoter System?
NPS stands for Net Promoter Score. An easy way to define NPS is to think of it as a growth indicator. After all, it’s a customer satisfaction metric that helps you find out:
• How satisfied consumers are with your products/services;
• How loyal they are to your brand;
• How likely customers are to recommend your company to others
At the same time, you can also use this metric to predict your customer churn rate, and find out which clients
require an extra boost to become loyal.
CES stands for Customer Effort Score. A good CES definition outlines it as a metric that’s used to measure customer satisfaction levels by focusing on the efforts customers make to interact with your business’ services and products.
The idea is for the survey to help you find out if customers have a hard time performing certain actions when interacting with your brand, and take the necessary actions acc
How to Use Trust to Exorcise Your Checkout GhostsTrustpilot
In this webinar, Trustpilot's Director of Marketing, Jordan Garner, and Hawke Media's Head of Marketing, Chris Ayan, will discuss how ensure your website and email marketing campaigns convey trust in order to increase the rate of conversion.
You will learn how to:
-review your primary points of conversion on-site – like the checkout page, sign-up form, or any place where a site asks users to subscribe – and add elements of trust to encourage consumers to convert
-add social proof, like third party verified reviews specific to the product displayed, to relieve any feelings of doubt; and
-use email marketing campaigns that utilize trust signals - whether promotion or any other kind - as a further method of establishing credibility
Checkout ghosts, beware!
This document discusses customer value optimization, which involves identifying a company's most valuable customers, getting more value from them, and acquiring more customers like them. It outlines several key concepts for achieving this, including measuring customer lifetime value, balancing new and existing customer growth, boosting customer engagement through personalization and experiences, and leveraging customer data. The full customer value optimization framework includes developing a customer-centric culture, adopting a company-wide approach, using CLV-based measurement, implementing a data strategy and customer profiling, conducting value-based segmentation, and delivering customized experiences.
Learn the essential customer experience metrics for your brand eTailing India
Today, customer experience measurement has reached mainstream acceptance and its adoption is the result of proven experimentation by the many pioneers of online customer satisfaction research. One of the most important decisions for customer experience could be the metrics selection and so today we bring four of the most widely leveraged and useful customer experience metrics: Customer Satisfaction, Net Promoter Score, Visitor Intent, and Task Completion.
The Most Important Metrics You’re Not Tracking (Yet).pdfMussadaq Rauf
A growing number of organizations are becoming more customercentric
by adopting, measuring, and optimizing CPIs — Customer Performance
Indicators. These are the metrics that customers care about, as opposed to the
ones that the company cares...
This document discusses measuring customer satisfaction using Net Promoter Score (NPS). It begins by providing an overview of NPS, noting its promise to deliver results with minimal effort but also acknowledging criticisms of the method. The document then examines using NPS for small and medium enterprises, discussing how to design a customer satisfaction measurement system and integrate it within an organization's management processes. It also reviews previous studies that have criticized NPS, finding it a poor predictor of loyalty and satisfaction. The document concludes by discussing how to properly define customer satisfaction, customers, and quality to develop an effective customer satisfaction measurement approach.
Similar to How to start a customer-centred approach (20)
11. Who are your customers?
What can you tell about them?
Answer these questions both from a
quantitative & qualitative perspective
12. In doing so, pay attention to how customers
choose a service
13. How customers choose a service
* ** *** ****
Need
recognition
Evaluation of
alternatives
Info
search
Purchase
Post-experience
evaluation
Customer experience
14. How customers choose a service
Sources of information
Internet
Web
Word of mouth
Understand if it will fulfil their needs
Reduce RISK
Time
Financial
Performance
Social
Psychological
Understanding
Info search
15. How customers choose a service
Desired Service
}
Adequate Service
Zone of
Tolerance
Predicted Service
VISIBLE INVISIBLE
People
Physical evidences
KPI
Process
Experience qualities
Credential qualities
Process
Evaluation of
alternatives
Customer experience
16. Post-experience
evaluation
e-service Quality:
Efficiency
Fulfilment
Reliability
Privacy
Responsiveness
Compensation
Contact
How customers choose a service
17. Bearing in mind how customers choose a
service, you should consider…
18. How is this journey for your current
customers & prospects?
as well as,
!
what are they needs and expectations?