CX RIOT RADIO

In the trades everyone loves to brag about their customer scores. ⭐ “Our customers are highly satisfied.” 📈 “Our NPS is industry-leading.” 📊 “Our surveys say we’re doing great.” Cool. But here’s the problem: Most of the common CX metrics don’t actually measure loyalty. They measure feelings in a moment — not future behavior. And in the trades, future behavior is everything. Do they come back? Do they stop price shopping? Do they refer friends? Do they trust you when big jobs come up? Do they think of you first — automatically? That’s Customer Loyalty. Let’s call it what it is: CLOY: Customer Loyalty And most companies aren’t measuring it honestly. So let’s break down the “Big Three” CSAT, NPS, and CES then talk about what ACTUALLY predicts long-term loyalty in the trades. CSAT: Customer Satisfaction Score This is the classic one: “How satisfied were you with your service today?” Scale of 1–5. Thumbs-up / thumbs-down. Quick pulse check. CSAT tells you: ✔ Did we deliver what they expec...

  Summary: 5 keys for memorable positive CX - Customer experience extends beyond the contact center to the entire customer journey. - Key factors include initial marketing, phone/chat interactions, technician visits, etc. Poor customer service is a major reason for customer churn. - According to Accenture, price is not the main reason for customer churn, it's poor quality of customer service. - Bain and Company found that a customer is four times more likely to switch to a competitor due to customer service issues rather than product or service issues. Positive customer experience stands out amidst competition - 85% of people nationwide reported dissatisfaction with phone handling in the industry, creating an opportunity to stand out. - Turning the five keys of CX - practicing actual empathy, tone, active listening, sense of urgency, and going above and beyond - can create a positive customer experience. Empathy and tone are key to customer experience. - Empathy is more than just s...

Welcome to the ultimate quest hub of business excellence – your contact center. In this blog post, we'll  navigate the intricate world of Key Performance Indicators (KPIs) using strategies inspired by RPG adventures. Buckle up as we delve into the challenges of First Call Resolution, Average Handling Time, Booking Rate, and Call Quality Score, turning your contact center into a legendary RPG masterpiece. The Grand Opening Challenge:  First Call Resolution (FCR) In the RPG of contact centers, consider FCR as your grand opening challenge, setting the tone for your epic journey. It's the quest where your frontline agents, the DPS (damage per second), showcase their sword-wielding prowess. Learn how to slash through issues with precision, setting the stage for a triumphant quest. Pulsating Rhythm:  Average Handling Time (AHT) Like the pulsating rhythm steering your entire mission, AHT keeps the tempo of your contact center. Dive into the strategy of maintaining rhythm in your...

 

Before we begin,  let's tear down the walls of traditional measurement. Forget about the outdated metrics that fail to capture the true essence of customer happiness. We need metrics that matter, metrics that cut through the noise and provide real insights. It's time to unleash and enhance the power of Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction Score (CSAT). These metrics, while valuable in their own right, only scratch the surface of customer sentiment. So we can’t stop there. We have three powerful metrics that will reshape the landscape of customer satisfaction. Let me introduce you to the Voice of the People (VoP), the Dissatisfaction Index (DI), and the Empowerment Quotient (EQ). The Voice of the People (VoP) is our rebellion against the silence. It gives voice to the masses, capturing the real sentiments and emotions of your customers. It's about amplifying their voices and uncovering the truths that the powers-that-be want to ...

NPS CSAT, CES, blah blah blah bullshit bullshit bullshit. Let’s dive headfirst into a world of different, where we challenge the status quo and unleash the power of customer feedback. Let’s ignite a revolution and disrupt the business landscape like never before. Why Measuring Customer Satisfaction Matters: Measuring customer satisfaction, and maybe more importantly customer dissatisfaction isn't just some corporate gimmick. It's about reclaiming power from the hands of the ruling class and putting it back where it belongs – in the hands of the people. By understanding how satisfied your customers are, you gain insights that fuel your company against mediocrity. It's time to topple the giants and forge a new era of customer-centric excellence. Metrics that Rock the Establishment: Forget about the traditional metrics that the suits preach. We're here to shake things up and introduce metrics that truly matter in this revolution of customer satisfaction. These metrics wil...

  First, I'd like to introduce you to Darby and Krash, two contact center employees who enjoy caffeine. In their first ...episode(?) they discuss how AHT can affect CSAT. That's Average Handle Time and Customer Satisfaction for you out there that don't know Call Center Geek Speak. So let's elaborate on that, since not much elaboration can be done in a (badly drawn) four panel comic. Why does incentivizing low AHT negatively affect CSAT? First, let's get some background. What does Average Handle Time mean? Thanks, Google. AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls. Got that? Good. So from the time the call is initiated to the time spent after the call putting in notes is AHT. And a lot of companies want that to as low as humanely possible, and then some. Why? More calls mean more money. The shorter the call, the more calls the agents can take, and the more money can be made on those calls. Sounds like a winning plan, yeah? Not so fast, Ra...