SERVICE 800 Resources

Blog Posts, Success Stories, and White Papers

Why are CX Scores Declining

Many businesses have seen their CX scores decrease in 2022 after rebounding from the declines seen during the pandemic. What is causing this decrease and more importantly what can you do to reverse this trend?
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NPS vs. CES vs. CSAT

Measuring customer experience is an essential part of any customer experience program and there are several metrics that businesses can use to measure and track customer experience. This blog will explore the top three CX metrics used today by companies around the world,Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT).
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The Role of Managers and Supervisors in a CX Program

Throughout this blog series, we will examine different components and their significance in creating an effective customer experience (CX) program for businesses and organizations. When these elements come together cohesively, they aid in producing a distinctive customer experience that sets companies apart. This blog will focus on the role of middle management within a CX program.
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How to Collect the Right Customer Feedback

Today, companies have a vast array of customer feedback collection methods to choose from; and for good reason – they provide different value, under different conditions. So, understanding the different kinds of feedback you need to drive increased value to your customers will help you select the right portfolio of tools to capture the variety of customer insights that you need. Have you ever observed the interactions of your call center agents for a day, or rode along with a member of your sales team? You quickly realize just how much variety exists within your customer touch-points and it won’t take you long to realize that not all this feedback has the same value to your business. So, why do most companies rely on just one or two methods of collecting feedback from their customers?
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Does experience affect customer satisfaction in products or services?

My daughter and I recently went on a wine tasting tour in California where we visited about a dozen different wineries over a few days. If you’ve ever had the pleasure of participating in one of these tours you may have noticed after the third winery everything starts to blend together. Having five different wines at four different wineries every day will do that.
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