Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

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Video Measuring the Customer Experience 5 Issues and 5 Actions to Take

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Measuring the Customer Experience with Customer Satisfaction (CSAT), Net Promoter score (NPS), American Customer Satisfaction Index (ACSI), and Customer Effort score (CES) – are all topics of discussion in this on-demand video. Which one is right for you? Are you “stuck” with one of them? What do you do?

Measuring the customer experience is challenging

Well, when measuring the customer experience every metric has issues. Many times individuals make adjustments to customer experience measurement programs making the measurements, reports, and interpretation erroneous. Do you know what they do? In this free on-demand webinar video, Jim Rembach, Customer Experience Professionals Association (CXPA) Expert Panel member and SVP with Customer Relationship Metrics, talks about each of these metrics and reveals common issues, potential benefits, and actions you can take to improve the buy-in for making changes in measuring the customer experience.

Watch the webinar today and also learn:

1)      The 5 untold CX issues that need fixing

2)      How it impacts Agent Turnover and hiring

3)      5 actions to take to boost your results

Learn about the number one thing you should focus on.  It’s time to increase your knowledge on these customer experience methodologies to better serve yourself and your customers.

About Jim Rembach

Jim Rembach is a panel expert with the Customer Experience Professionals Association (CXPA) and an SVP for Customer Relationship Metrics (CRM). Jim spent many years in contact center operations and leverages this to help others. He is a certified Emotional Intelligence (EQ) practitioner and frequently quoted industry expert. Call Jim at 336-288-8226 if you need help with customer-centric enhancements.

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By | 2016-12-05T15:14:42+00:00 February 10th, 2014|Customer Experience, Quality Assurance, Voice of the Customer|0 Comments