When you want to find out how your customers feel about your brand, metrics such as customer satisfaction score, customer effort score, and net promoter score are indicators that always come to mind. But, have you considered measuring customer value? Customer value is a metric that holds the answer to understanding the value your customers derive from your business and, therefore, their likelihood of being your long-term customer.

The year ahead will see more and more brands leverage certain technology tools for deepening customer relationships and improving CSAT scores. Here are three key trends likely to help agents and keep customers delighted: 1. 2022 will be the ‘return to human’ as we hit the chatbot ceiling. As the pandemic pushed business online overnight, companies quickly scaled automation and self-service technology like chatbots and FAQs to deflect and resolve customer issues.

We all realize that customer feedback is a goldmine of insights. But it’s easy to lose track of what your customers expect, want, and need from your business. That’s why you need a structured and organized feedback management system, a.k.a, a Voice of the Customer(VoC) program that taps into the voice of every customer segment to gain business value. If you’re looking for more reasons, techniques, and best practices to kickstart a VoC program, then we’ve got you covered.

Support reps or business owners may find themselves in a fix when they have to say no to customers. Chances are that your customer may have asked for a feature you don’t offer or requested for an unreasonable service, shared concern about a company policy, or given unsatisfactory feedback for your product. Saying no to a customer should count as an essential skill for a customer support representative. But how do you say no to customers in a positive way?

With customer experience becoming more important than ever, interactive customer experience conferences are the need of the hour. Whether it’s a virtual experience or a hybrid initiative, companies are reimagining customer journeys to reduce friction, accelerating the shift to digital channels, and providing for new safety requirements.

Consumers, in their never-ending search for something new and better, expect excellence. And at the frontlines of today’s digital commerce revolution are customer service agents, who are expected to go the extra mile in delivering quality customer experiences. However, for your teams to deliver excellence day in and day out, they must have the analytics tools and data necessary to truly understand customers’ wants, needs, and values at every stage of the customer journey.

In a recent webinar, Nick Mehta sat down to talk with Netomi Founder / CEO Puneet Mehta to discuss how customer experience has evolved over the past few years, and what’s to come in 2022 . Here’s a recap of the discussion, featuring some of its top takeaways.

It’s the holiday season, and this year is looking like one to remember. Thanks to supply-chain issues, popular items were out of stock or delayed before the shopping season even began. I bought a fancy scarf online in October, thinking I was going to beat the rush. Within a week, I had a backorder email. Two weeks later, no word—until about a month had passed, and my order was finally canceled.

There are many ways to measure customer satisfaction but the most effective way of doing so is by measuring your Net Promoter Score (NPS). You may already be using a few simple metrics such as Customer Satisfaction (CSAT) to monitor how happy your customers are. These metrics can play an integral role in ensuring that your brand consistently provides a great customer experience.