{"id":146,"date":"2023-07-20T16:47:12","date_gmt":"2023-07-20T16:47:12","guid":{"rendered":"https:\/\/noelbeane.com\/staging\/5285\/?p=146"},"modified":"2025-01-11T17:47:19","modified_gmt":"2025-01-11T17:47:19","slug":"strategy-cx-drivers","status":"publish","type":"post","link":"https:\/\/noelbeane.com\/staging\/5285\/strategy-cx-drivers\/","title":{"rendered":"Strategy – CX Drivers"},"content":{"rendered":"
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CX Drivers<\/div><\/div>
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Strategy: CX Drivers<\/p>\n<\/div><\/div>\n\n\n\n

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CX Drivers<\/p>\n\n\n\n

Monitor The Moments that Matter<\/p>\n\n\n\n

Monitoring the metrics that drive negative and positive experiences is key to maintaining a healthy customer experience.<\/p>\n\n\n\n

Understanding the overall health of your customer experience goes beyond monitoring NPS scores. A single survey that is published once or twice a year does not paint a true picture of customer satisfaction. It is a first step on the journey to understanding the perceptions of your customers.<\/p>\n\n\n\n

How does it work?<\/p>\n\n\n\n

To truly understand what you are doing well and what you are doing wrong requires deeper analysis. We need to identify the moments that matter. The moments where an interaction or experience turned a promoter into a detractor and vice versa. These specific moments are often lost in customer support call notes or transcripts from a sales team call. Emails and calls with Account Executives can also miss the exact moment that may have resulted in negative or positive feedback.<\/p>\n\n\n\n

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Detractors<\/p>\n\n\n\n

Moments that LOWER customer satisfaction<\/p>\n\n\n\n