February 2023 - Cegura Technologies

28 Feb 23

How Would You Rate Your Customers’ Effort (CES)?

Metrics for customer service are like pieces of a puzzle. An evaluation of customer experiences (CSAT) reveals opinions regarding particular interactions with your support staff. The Net Promoter Score (NPS) measures overall customer satisfaction with your brand and its products. What Exactly Is CES (Customer Effort Score)? Customer effort score is a single-item metric that […]

25 Feb 23

Six Key Areas to Concentrate Your Efforts in Your Digital Customer Experience Strategy

The reality of the digital customer has arrived. There has been an increase in “mobile-only” customers over the past few years who favor digital and mobile tools. With mobile banking and tools, virtual customer service, and engaging shopping experiences, the distinction between the online and offline worlds continues to become hazier every day. Without using […]

24 Feb 23

How Do We Measure the Happy Customer?

Being unbiased when assessing the satisfaction of your own customers can be challenging. Thankfully, the answer to the question of how to gauge customer satisfaction is more precise than you might imagine. What advantages come from tracking customer satisfaction? For a business relationship to last and be successful, customer loyalty is essential. Customer satisfaction is […]

23 Feb 23

Connected Journeys, Connected Data, and Connected Customers

Consumers with access to multiple channels and touchpoints expect seamless, standardized, and personalized experiences. You must be aware of their preferences and expectations in order to tailor your experience to them. You must have a comprehensive understanding of the customer journey, informed by customer and data-driven insights, in order to meet their expectations. Where do […]

22 Feb 23

Trends in Customer Experience to Watch in 2023

Over the past two years, customer-facing brands have given customer experience a newfound priority. Customers today have higher expectations that the companies with whom they do business will deliver a remarkable, personalized experience across all of the brand’s channels, that they will lead with an omnichannel philosophy, and that their customer service will be available […]

21 Feb 23

4 Ways To Improve Your Customer Experience Strategy

The good news is that it is possible to improve customer satisfaction. Putting the customer at the heart of your strategy is the first step, of course. Here are 4 advice: 1. Establishing feedback loops Feedback from customers can help you understand how customers’ expectations may change over time as your industry evolves. Additionally, it […]

20 Feb 23

Top Three strategies to improve customer retention

Enhancing the customer experience will increase customer retention. Customers are more likely to be loyal in return if you make interactions more convenient, rewarding, and personal for them. 1. Quickly respond to customer service inquiries A brief message informing the customer that you have received their query can serve as a quick response. Better yet, […]

17 Feb 23

Understanding Average Handle Time (AHT) and Its Impact on Customer Experience

Average Handle Time (AHT) is a metric used in contact centers to measure the average duration of a customer interaction, including hold time, talk time, and after-call work. AHT is a critical metric for contact centers, as it helps to measure the efficiency of their operations. However, does it impact customer experience? Let’s explore. AHT […]

16 Feb 23

Will There Be A CX Reckoning? 3 Indicators That Indicate “Yes”

In terms of efforts and outcomes related to customer experience (CX), many brands made progress last year. Businesses in many different industries struggled to provide the kind of quick, simple interactions that customers expect as economic and cost pressures increased. Differentiation is eroding While lower-performing brands are doing a better job addressing CX issues, top […]

15 Feb 23

Using Artificial Intelligence to Enhance Customer Experience

In today’s highly competitive business environment, providing exceptional customer experience has become a key differentiator for companies. However, delivering such experiences consistently requires more than just a great product or service; it requires a team of engaged employees who are committed to meeting and exceeding customers’ expectations. Cegura Technologies, a leading technology solutions provider, is […]

Month: February 2023