Customer Effort Score or Customer Satisfaction?

Introduction To Customer Effort Score Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer

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Survey Respondent Experience – Let’s Talk About the Elephant in the Room

Customer experience is the hot topic right now with more and more companies claiming they are putting the customer at the centre of their strategy. There are customer experience consultancies, customer experience managers and entire

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Everything You Need To Know About Customer Satisfaction

What Is Customer Satisfaction? Before we get into the importance of customer satisfaction, let’s take a step back and look at a definition of customer satisfaction. Broadly speaking, customer satisfaction is exactly what it sounds

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How To Make Customers Actually Like Leaving You Feedback

Ugh, another feedback request, another survey invitation. This time I could win 400 paper clips for just 10 minutes of my time. I am constantly being asked to review things. Amazon even asks me to

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Customer Service Vs Customer Experience Vs Customer Engagement

Despite what some companies may still think, customer service and customer experience are actually two very different things! Although clearly they often cross over, businesses should have a different strategy for each. Just to complicate

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How To Create a Successful Customer Experience Measurement Program

If you are running a customer experience (CX) strategy, then how you measure CX is integral to your success. You need to define the right metrics and then use them to make improvements. Without a

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What Is Customer Experience? (Video)

What is Customer Experience? We have written a number of articles around customer experience strategies, metrics and approaches but lets take a step back and ask ourselves what actually is Customer Experience? Why is it

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Connecting VoC with ROI: Making a business case for your Voice of the Customer Program

A question that is asked a lot in customer experience is ‘What’s the return on investment (ROI) for a Voice of the Customer (VoC) program? Anyone in the industry knows that collecting customer feedback and

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NPS, CES & CSAT: What’s The Difference?

When it comes to measuring customer satisfaction, there are three main stalwarts that most companies turn to. Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT). So what does each of

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What Makes a Good CX Strategy?

In our previous post we went in detail around what cx metrics are available and which would be right for your business. This week we wanted to look more at what makes a good cx

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