Great CX requires a customer-centric mindset... and a lot of careful work. This guide is your introduction to the basics: why CX is important, how to improve it through customer feedback and surveys, plus tips from 100+ CX experts and a report with plenty of CX trends and stats—so you have everything you need to start delivering an exceptional experience for your customers.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
What is customer experience and why is shaping brands of today? How can you transform your business' customer experience strategy? Learn best practices for attracting new customers and encouraging customer loyalty.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
Discover Drew Diskin's 5-Ps of CX in this informative framework for understanding and leveraging the customer experience to market and build excellent brands. This presentation was originally shared with Bryant University students, alumni and faculty worldwide.
What is customer experience and why is shaping brands of today? How can you transform your business' customer experience strategy? Learn best practices for attracting new customers and encouraging customer loyalty.
Ransys Feedback Technology is a leading global provider of Enterprise Feedback Management solutions that has developed Attentive ACE® (Attentive® Customer Experience); a platform that allows organizations to reduce costs by managing all of their feedback needs using one consolidated feedback platform.
Attentive ACE® is a daily operational tool for front line mangers that improves employees’ and customers’ engagement by utilizing the voice of the customer at the right time and place. Attentive ACE® built-in coaching, recovery, and change requests workflows, which are based on aggregated front line managers’ conclusions and recommendations, drives higher customer satisfaction, loyalty and retention and leads to operational cost savings and improved revenues.
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Creating customer centric culture for your organisationDr. Janne Ohtonen
This presentations shows you how you can create a customer centric culture into your organisation. All techniques presented here are proven to work in organisations all over the world. Do not hesitate to contact me for a discussion on how to implement it in your organisation.
Connect with me in LinkedIn: http://linkedin.com/in/janneohtonen
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
„Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit and is tightly integrated with your processes and systems.
Objectives:
1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
5- The benefits of delivering a great CX
6- What is a good CX
7- The difference between CX & CS
8- The CX Cycle
9- Ways to Communicate your Customer
10- Measuring CX
11- Analyzing CX
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
This “Customer Service Excellence Training” slideshow is geared to help participants understand:
- The principles of strong customer service
- The concept of internal and external customer service
- Ideas for customer service improvement within their workplace
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
Great customer service is the backbone of any business. Without awesome customer service, your business will struggle to retain customers. This presentation from International Development Services will hit the main points of customer service 101.
Creating customer centric culture for your organisationDr. Janne Ohtonen
This presentations shows you how you can create a customer centric culture into your organisation. All techniques presented here are proven to work in organisations all over the world. Do not hesitate to contact me for a discussion on how to implement it in your organisation.
Connect with me in LinkedIn: http://linkedin.com/in/janneohtonen
Customer Service Excellence PowerPoint Presentation SlidesSlideTeam
Presenting this set of slides with name - Customer Service Excellence Powerpoint Presentation Slides. We bring to you to the point topic specific slides with apt research and understanding. Putting forth our PPT deck comprises of sixteen slides. Our tailor made Customer Service Excellence Powerpoint Presentation Slides editable presentation deck assists planners to segment and expound the topic with brevity. The advantageous slides on Customer Service Excellence Powerpoint Presentation Slides is braced with multiple charts and graphs, overviews, analysis templates agenda slides etc. to help boost important aspects of your presentation. Highlight all sorts of related usable templates for important considerations. Our deck finds applicability amongst all kinds of professionals, managers, individuals, temporary permanent teams involved in any company organization from any field.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
„Customer Visit Management System®” is a revolutionary approach that focuses on all aspects of the customer visit and is tightly integrated with your processes and systems.
Objectives:
1- introduction
2- Evolution of Marketing
3- CX Definition
4- Why is CX important for your business
5- The benefits of delivering a great CX
6- What is a good CX
7- The difference between CX & CS
8- The CX Cycle
9- Ways to Communicate your Customer
10- Measuring CX
11- Analyzing CX
New Approach to Customer Experience Management CX Pilots
There are ways to lower risk, cost and speed of effectiveness in raising the Customer Experience bar in your organization. This is a focus on developing quick wins to get better #custexp outcomes in shorter time frames.
This “Customer Service Excellence Training” slideshow is geared to help participants understand:
- The principles of strong customer service
- The concept of internal and external customer service
- Ideas for customer service improvement within their workplace
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 Define a Customer Experience Strategysameer sheikh
Customers are at the heart of a great customer experience, so it's important that your organisation recognizes what they need and deliver on those expectations. When you think about how to design your customer experience strategy, start by defining your customers' needs. This will help you determine whether there are gaps in service delivery and what areas need improvement. Next, identify gaps in process and develop a CX vision and strategy that will guide change management efforts over time. Finally, roll out new processes as planned while evaluating results periodically—this way you can make adjustments when necessary without disrupting operations significantly.
What is the Difference Between Customer Experience and Customer Service?
Customer service is the direct one-to-one support that you offer to customers before, during, and after they purchase a product or service, and represents one small part of the full customer journey.
By contrast, customer experience encompasses all the interactions that they have with your brand.
Choosing the Quality Indicator for Customer Experience.pptxAppICE
This presentation is designed to guide you through the process of selecting and implementing the most effective quality indicators for enhancing customer experience within your business. Through strategic analysis and actionable insights, AppICE aims to empower your brand to achieve excellence in customer engagement and loyalty.
How to Effectively Measure the ROI of Customer Onboarding.pdfdeepakonslideofshare
CXcherry is a modern, AI-enabled, purpose-built Customer Training LMS. CXcherry LMS for Customer Training is on a mission to redefine the way you onboard, engage and retain your customers. CXcherry Product Training Platform help you to accelerate your product adoption and increase customer retention through continuous customer education. Visit cxcherry.io for more details.
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...Raj Sivasubramanian
Many companies are now investing in Customer Experience but few are seeing this translate into more loyal and satisfied customers. A common reason for this disconnect is the "Metric-Centric trap" which occurs when companies focus too much on measuring and reporting customer metrics vs. driving action to improve the customer experience.
This paper will explore the dynamics of the Metric-Centric trap and provide some tips on how to avoid the trap on the path towards true Customer-Centricity.
8 steps for excellent B2B CX (customer experience)B2B Marketing
Customer Experience is an increasingly hot topic right now (but like most things) it is far more complex in B2B than it is in B2C, given the length and complexity of the buying process. So what does great CX look like? And how do you set about achieving it? These were questions that we sought to answer as part of our CXcellence report, the findings of which we then unveiled at our November conference.
Customer service principles is a necessary module for every studentfento2011
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every studentfento2011
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
The above objectives will be addressed by the LOs. targeting the following skills below:
• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
Putting the SPARK into Virtual Training.pptxCynthia Clay
This 60-minute webinar, sponsored by Adobe, was delivered for the Training Mag Network. It explored the five elements of SPARK: Storytelling, Purpose, Action, Relationships, and Kudos. Knowing how to tell a well-structured story is key to building long-term memory. Stating a clear purpose that doesn't take away from the discovery learning process is critical. Ensuring that people move from theory to practical application is imperative. Creating strong social learning is the key to commitment and engagement. Validating and affirming participants' comments is the way to create a positive learning environment.
Affordable Stationery Printing Services in Jaipur | Navpack n PrintNavpack & Print
Looking for professional printing services in Jaipur? Navpack n Print offers high-quality and affordable stationery printing for all your business needs. Stand out with custom stationery designs and fast turnaround times. Contact us today for a quote!
Digital Transformation and IT Strategy Toolkit and TemplatesAurelien Domont, MBA
This Digital Transformation and IT Strategy Toolkit was created by ex-McKinsey, Deloitte and BCG Management Consultants, after more than 5,000 hours of work. It is considered the world's best & most comprehensive Digital Transformation and IT Strategy Toolkit. It includes all the Frameworks, Best Practices & Templates required to successfully undertake the Digital Transformation of your organization and define a robust IT Strategy.
Editable Toolkit to help you reuse our content: 700 Powerpoint slides | 35 Excel sheets | 84 minutes of Video training
This PowerPoint presentation is only a small preview of our Toolkits. For more details, visit www.domontconsulting.com
What are the main advantages of using HR recruiter services.pdfHumanResourceDimensi1
HR recruiter services offer top talents to companies according to their specific needs. They handle all recruitment tasks from job posting to onboarding and help companies concentrate on their business growth. With their expertise and years of experience, they streamline the hiring process and save time and resources for the company.
Attending a job Interview for B1 and B2 Englsih learnersErika906060
It is a sample of an interview for a business english class for pre-intermediate and intermediate english students with emphasis on the speking ability.
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Skye Residences | Extended Stay Residences Near Toronto Airportmarketingjdass
Experience unparalleled EXTENDED STAY and comfort at Skye Residences located just minutes from Toronto Airport. Discover sophisticated accommodations tailored for discerning travelers.
Website Link :
https://skyeresidences.com/
https://skyeresidences.com/about-us/
https://skyeresidences.com/gallery/
https://skyeresidences.com/rooms/
https://skyeresidences.com/near-by-attractions/
https://skyeresidences.com/commute/
https://skyeresidences.com/contact/
https://skyeresidences.com/queen-suite-with-sofa-bed/
https://skyeresidences.com/queen-suite-with-sofa-bed-and-balcony/
https://skyeresidences.com/queen-suite-with-sofa-bed-accessible/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-king-queen-suite-with-sofa-bed/
https://skyeresidences.com/2-bedroom-deluxe-queen-suite-with-sofa-bed-accessible/
#Skye Residences Etobicoke, #Skye Residences Near Toronto Airport, #Skye Residences Toronto, #Skye Hotel Toronto, #Skye Hotel Near Toronto Airport, #Hotel Near Toronto Airport, #Near Toronto Airport Accommodation, #Suites Near Toronto Airport, #Etobicoke Suites Near Airport, #Hotel Near Toronto Pearson International Airport, #Toronto Airport Suite Rentals, #Pearson Airport Hotel Suites
Cracking the Workplace Discipline Code Main.pptxWorkforce Group
Cultivating and maintaining discipline within teams is a critical differentiator for successful organisations.
Forward-thinking leaders and business managers understand the impact that discipline has on organisational success. A disciplined workforce operates with clarity, focus, and a shared understanding of expectations, ultimately driving better results, optimising productivity, and facilitating seamless collaboration.
Although discipline is not a one-size-fits-all approach, it can help create a work environment that encourages personal growth and accountability rather than solely relying on punitive measures.
In this deck, you will learn the significance of workplace discipline for organisational success. You’ll also learn
• Four (4) workplace discipline methods you should consider
• The best and most practical approach to implementing workplace discipline.
• Three (3) key tips to maintain a disciplined workplace.
Business Valuation Principles for EntrepreneursBen Wann
This insightful presentation is designed to equip entrepreneurs with the essential knowledge and tools needed to accurately value their businesses. Understanding business valuation is crucial for making informed decisions, whether you're seeking investment, planning to sell, or simply want to gauge your company's worth.
What is the TDS Return Filing Due Date for FY 2024-25.pdfseoforlegalpillers
It is crucial for the taxpayers to understand about the TDS Return Filing Due Date, so that they can fulfill your TDS obligations efficiently. Taxpayers can avoid penalties by sticking to the deadlines and by accurate filing of TDS. Timely filing of TDS will make sure about the availability of tax credits. You can also seek the professional guidance of experts like Legal Pillers for timely filing of the TDS Return.
2. CX JOURNEY
02
• Understanding customer experience
• CX stats and trends
• CX survey questions
• Analyze and measure CX
• How to improve CX
• CX tips from Experts
Summery
3. CX JOURNEY
03
• Understanding customer experience
• CX stats and trends
• CX survey questions
• Analyze and measure CX
• How to improve CX
• CX tips from Experts
Summery
4. Objectifs
Getting familiar with
customer experience and
understand the basics.
OBJECTIF 1
Improve your customer
experience.
OBJECTIF 2
Start delivering an
exceptional experience
for your customers.
OBJECTIF 3
5. CX JOURNEY
Great CX requires a customer-centric mindset... and a lot of careful work. This guide is
your introduction to the basics: why CX is important, how to improve it through
customer feedback and surveys, plus tips from 100+ CX experts and a report with
plenty of CX trends and stats—so you have everything you need to start delivering an
exceptional experience for your customers.
Understanding customer experience
05
6. Customer experience, also known as CX, is your customers’ holistic
perception of their experience with your business or brand.
WHAT IS CUSTOMER EXPERIENCE?
CX is the result of every interaction a customer has with your business, from navigating the
website to talking to customer service and receiving the product/service they bought from
you. Everything you do impacts your customers’ perception and their decision to keep
coming back or not—so a great customer experience is your key to success.
7. Why is CX important
for your business?
• increased customer loyalty
• increased customer satisfaction
• better word-of-mouth marketing, positive reviews, and recommendations
The benefits of delivering a great CX include:
CX JOURNEY
Delivering a great customer experience is hugely important for any business. The better experience
customers have, the more repeat custom and positive reviews you'll receive, while simultaneously
reducing the friction of customer complaints and returns.
8. Why is CX important
for your business?
CX JOURNEY
All business models can benefit from improving the customer experience: subscription businesses
can increase retention and reduce churn, ecommerce marketplaces can increase repeat custom and
reduce returns, and service industries can gain recommendations and reduce complaints.
In fact, we challenge you to think up a type of business that doesn't benefit from providing a great
customer experience. We believe that putting customers first is always good for business (and we
also have the data to prove it in the 'CX stats and trends' chapter).
9. What is the difference between customer experience
and customer service?
In short, customer service is just one part of the whole customer experience.
As we mentioned, customer experience is a customer’s overall perception of your
company, based on their interactions with it. Comparatively, customer service
refers to specific touchpoints within the experience where a customer requests
and receives assistance or help
In other words: CX is larger than customer service. It includes every touchpoint a
customer ever has with your company.
10. What is a good customer experience?
GOOD CUSTOMER EXPERIENCE CAN BE ACHIEVED IF YOU:
• Make listening to customers a top priority across the business
• Use customer feedback to develop an in-depth understanding of your
customers
• Implement a system to help you collect feedback, analyze it, and act on it
regularly
• Reduce friction and solve your customers' specific problems and unique
challenges
11. 6 things that cause bad customer experiences
BAD CUSTOMER EXPERIENCE IS PRIMARILY CAUSED BY:
• Long wait times
• Employees who do not understand customer needs
• Unresolved issues/questions
• Too much automation/not enough of a human touch
• Service that is not personalized
• Rude/angry employees
CX
JOURNEY
12. Why you should use customer feedback as part of
your CX strategy
Customer feedback is information you collect from your customers about their experience
with your product, service, website, or business as a whole. You can use this feedback to
improve customer experience by removing or reducing areas of friction and increasing
positive touchpoints.
CX JOURNEY
13. CX JOURNEY
1ER
• Customer Effort Score (CES)
• Net Promoter Score® (NPS)
• Customer Satisfaction Score (CSAT)
• Time To Resolution (TTR)
How to measure and analyze customer
experience
15. Net
Promoter
Score (NPS)
CX JOURNEY
1~
Customer loyalty score that is derived from asking
customers a simple closed-ended question.
2~
You can choose to adapt the question slightly to
better suit your business.
17. Time to
resolution
(TTR)
CX JOURNEY
1~
The average length of time it takes customer
service teams to resolve an issue or ticket after it’s
been opened by a customer.
2~
TTR is a crucial metric to track and improve.
18. Listen
Dos & Donts
CX JOURNEY
Express Empathy
Get to the bottom of the matter
Apologize
Follow up with your customers
Be friendly and professional
Do not leave a problem unsolved
Do not keep your customers on hold
Do not forget to keep the customer updated
Do not be aggressive
Do not argue
Do not lose opportunity to improve