Customer Effort Score - Revision history

Philip Lacey at 08:19, 23 July 2018

2018-07-23T08:19:54Z

Philip Lacey at 21:03, 9 November 2014

2014-11-09T21:03:14Z

Philip Lacey at 00:28, 22 March 2014

2014-03-22T00:28:49Z

Philip Lacey at 15:50, 23 March 2012

2012-03-23T15:50:17Z

Nick Wheeler at 15:19, 23 March 2012

2012-03-23T15:19:07Z

Philip Lacey at 18:22, 16 March 2012

2012-03-16T18:22:17Z

Philip Lacey: Created page with "Customer Effort Score or (CES) is the current trend in measuring your customers opinion of your business. There are a number of good articles explaining the subject available..."

2012-03-16T18:18:14Z

Created page with "Customer Effort Score or (CES) is the current trend in measuring your customers opinion of your business. There are a number of good articles explaining the subject available..."

New page

Customer Effort Score or (CES) is the current trend in measuring your customers opinion of your business.

There are a number of good articles explaining the subject available in the public domain.

customer effort score: [http://www.verintblog.com/index.php/tag/customer-effort-score]

Forrester Research Communities: Customer Effort Score: [http://community.forrester.com/thread/4504]

Are you stuck on the delight the customer merry-go-round? :[http://genroe1to1.genroe.com/2010/09/19/are-you-stuck-on-the-delight-the-customer-merry-go-round/]

bxp software implements a sepcific CES question type and report which can be integrated into Outcomes, for realtime communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.

The scores feed into a central customer record, so every time an agent creates a case, logs a record or does an outbound with the customer they can see instantly the NPS score, the CES score or both from the last interaction with the customer.

This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation to improve customer loyalty and satisfaction.

@@ Line 3: / Line 3: @@
 There are a number of good articles explaining the subject available in the public domain.
-'''Net Promotor Score''' : [http://en.wikipedia.org/wiki/Net_Promoter_Score]
+'''Net Promoter Score''' : [http://en.wikipedia.org/wiki/Net_Promoter_Score]
 '''customer effort score''' : [http://www.verintblog.com/index.php/tag/customer-effort-score]
@@ Line 12: / Line 12: @@
-bxp software implements a specific CES question type and report which can be integrated into Outcomes, for realtime communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.
+bxp software implements a specific CES question type and report which can be integrated into Outcomes, for real-time communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.
@@ Line 18: / Line 18: @@
-This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation to improve customer loyalty and satisfaction.
+This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the situation to improve customer loyalty and satisfaction.
-You can read more about how BE can implement CES for you HERE: [[Net_Promoter_Score]]
+You can read more about how bxp can implement CES for you HERE: [[Net_Promoter_Score]]
 [[Category:Topic:Key Concept]]

← Older revision		Revision as of 21:03, 9 November 2014
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−		+	[[Category:Topic:Key Concept]]
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−	[[Category:~~Keywords~~]]

← Older revision		Revision as of 00:28, 22 March 2014
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−	You can read more about how BE can implement CES for you HERE:	+	You can read more about how BE can implement CES for you HERE: [[Net_Promoter_Score]]

−	~~http~~:~~//www.allnone.ie/wiki/index.php?title=Net_Promoter_Score~~	+
		+
		+
		+	[[Category:Keywords]]

← Older revision		Revision as of 15:50, 23 March 2012
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	This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation to improve customer loyalty and satisfaction.		This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation to improve customer loyalty and satisfaction.
		+
		+
		+	You can read more about how BE can implement CES for you HERE:
		+
		+	http://www.allnone.ie/wiki/index.php?title=Net_Promoter_Score

← Older revision		Revision as of 15:19, 23 March 2012
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−	bxp software implements a ~~sepcific~~ CES question type and report which can be integrated into Outcomes, for realtime communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.	+	bxp software implements a specific CES question type and report which can be integrated into Outcomes, for realtime communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.

@@ Line 3: / Line 3: @@
 There are a number of good articles explaining the subject available in the public domain.
-customer effort score: [http://www.verintblog.com/index.php/tag/customer-effort-score]
+'''customer effort score''' : [http://www.verintblog.com/index.php/tag/customer-effort-score]
-Forrester Research Communities: Customer Effort Score: [http://community.forrester.com/thread/4504]
+'''Are you stuck on the delight the customer merry-go-round?''' :[http://genroe1to1.genroe.com/2010/09/19/are-you-stuck-on-the-delight-the-customer-merry-go-round/]
-Are you stuck on the delight the customer merry-go-round? :[http://genroe1to1.genroe.com/2010/09/19/are-you-stuck-on-the-delight-the-customer-merry-go-round/]
+bxp software implements a sepcific CES question type and report which can be integrated into Outcomes, for realtime communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.
-bxp software implements a sepcific CES question type and report which can be integrated into Outcomes, for realtime communication with the customer or can be sent as part of marketing campaigns to do market research on your customers.
+The scores feed into a central customer record, so every time an agent creates a case, logs a record or does an outbound with the customer they can see instantly the NPS score, the CES score or both from the last interaction with the customer.
 This ability gives the agent huge forewarning as to what kind of reception to expect and also to be able to leverage the siutation to improve customer loyalty and satisfaction.