Higher Customer Experience & Satisfaction: Holy Grails for Every Business
Author: Peter Elsey
This article is an overview of the findings of two large and unique customer surveys that looked at different aspects of Customer Experience (CX).
The first of these asked how 1000 customers from 40 countries prefer to receive care and support, and which communication channels are most effective for them considering demographics such as nationality and age.
The second survey asked 400 corporate managers responsible for their company’s CX, care and support operations if they have adequate real-time access to “Insight” of their operations, and the extent to which any limitations may impact CX.
The article provides a summary of the two surveys’ and their fundings, and contains conclusions which may help managers fine tune their Care and Support operations, thus providing enhanced levels of CX as measured, for example, by higher Net Promoter Scores and gains in support centre efficiency and productivity.
Click on the icon to read the article.
The actual survey reports are also available to read and download with our compliments. Just select and click from the side toolbar.
This article is an overview of the findings of two large and unique customer surveys that looked at different aspects of Customer Experience (CX).
The first of these asked how 1000 customers from 40 countries prefer to receive care and support, and which communication channels are most effective for them considering demographics such as nationality and age.
The second survey asked 400 corporate managers responsible for their company’s CX, care and support operations if they have adequate real-time access to “Insight” of their operations, and the extent to which any limitations may impact CX.
The article provides a summary of the two surveys’ and their fundings, and contains conclusions which may help managers fine tune their Care and Support operations, thus providing enhanced levels of CX as measured, for example, by higher Net Promoter Scores and gains in support centre efficiency and productivity.
Click on the icon to read the article.
The actual survey reports are also available to read and download with our compliments. Just select and click from the side toolbar.
