How to track and optimize
Customer Experience (CX)
with LEO CDP
Presented by Nguyễn Tấn Triều, the Chief Engineer at https://leocdp.com
My LinkedIn: https://www.linkedin.com/in/tantrieuf31
My Youtube: https://www.youtube.com/user/tantrieuf31database
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Agenda
1. Why CX measurement is important
2. Introduction to 4 metrics of CX measurement
a. Net Promoter Score (NPS)
b. Customer Satisfaction Score (CSAT)
c. Customer Effort Score (CES)
d. Customer Feedback Score (CFS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo
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First of all: Key question
1. Why is CX measurement important ?
2. Introduction to 4 metrics of CX measurement
a. Net Promoter Score (NPS)
b. Customer Satisfaction Score (CSAT)
c. Customer Effort Score (CES)
d. Customer Feedback Score (CFS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo
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Just read these books and you know why :)
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Why is CX measurement ?
What people do is much different than what people say they will do
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Emotions are the glue of human society
“The ideal organizational environment encourages everyone to
observe, collect data, and speak up.”
― Richard H. Thaler, Misbehaving: The Making of Behavioral Economics
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Why is CX measurement ?
It helps us build better customer-centric strategies to develop
profitable products and optimize the business service
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Business Goals
Customer
Experience
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Why CX is very important for business
1. Measuring customer experience (CX) drives employee
recruitment, customer loyalty and customer retention
2. Measuring customer experiences helps define
priorities for business improvement and setting
resources
3. Measuring the customer experience produces more
engaged employees and customers
4. Give a good learning experience in school, working
experience and purchasing experience
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Second thing is the metric
1. Why CX measurement is so important
2. Introduction to 4 metrics of CX measurement
a. Net Promoter Score (NPS)
b. Customer Satisfaction Score (CSAT)
c. Customer Effort Score (CES)
d. Customer Feedback Score (CFS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo
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The New Hierarchy of Needs might change
your business mindset
Source: https://jessichristian.medium.com/the-new-hierarchy-of-needs-maslows-lost-apex-5e51031ce3fb
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Human Experience Pyramid
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Customer Experience (CX) Metrics in LEO CDP
NPS (Net Promoter Score)
→ They help your business grow
CSAT (Customer Satisfaction Score)
→ Happy / unhappy customer
CES (Customer Effort Score)
→ Usability & Accessibility
CFS (Customer Feedback Score)
→ Like, Dislike, Rating & Comment
CX
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Example using Net Promoter Score (NPS)
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CSAT Survey Form in e-learning service
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CES (Customer Effort Score)
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CFS (Customer Feedback Score)
More details: https://medium.com/@gauravjaini/what-is-your-customer-feedback-score-on-facebook-7524d3e1e2ee
CFS is computed based on the most recent feedback.
Higher scores mean a higher percentage of positive customer feedback.
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Third thing: The journey map
1. Why CX measurement is important
2. Introduction to 4 metrics of CX measurement
a. Net Promoter Score (NPS)
b. Customer Satisfaction Score (CSAT)
c. Customer Effort Score (CES)
d. Customer Feedback Score (CFS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo
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All CX measurement should
begin with an journey map
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Example of customer journey map in Retail
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An journey map has 5 components
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A simple journey map in Ecommerce
Source: https://retainup.co/customer-journey-map/
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Finally, a practical solution
1. Why CX Measurement is important
2. Introduction to 4 metrics of CX measurement
a. Net Promoter Score (NPS)
b. Customer Satisfaction Score (CSAT)
c. Customer Effort Score (CES)
d. Customer Feedback Score (CFS)
3. Using Journey Map to CX Data Management
4. Introduction to LEO CDP and demo
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What is LEO CDP ?
LEO CDP is the software cloud platform for any data-driven
organization, want to perform smarter business by collecting data,
doing customer analytics and optimizing customer experience CX
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USPA is the core principles of LEO CDP
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Customer Journey Map can be managed by LEO CDP
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CX Data Flow in LEO CDP
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Feedback Survey Form can built with LEO CDP
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Survey Form to collect CX Data
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In LEO CDP, we can use the web plugin for online
touchpoints
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Customer Feedback Score (CFS) can measure by
using Embedded Rating Plugin
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Feedback Survey Data could be collected at the
offline touchpoints in Journey Map
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Feedback Survey can be set at an offline touchpoint
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LEO CX Report for Insights Overview
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LEO CX Report at a specific profile
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Customer Personalization
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Customer Personalization
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Customer Personalization
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Customer Personalization
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Try LEO CDP for yourself
Demo website as data source:
https://data-course.blogspot.com
Demo login account for LEO CDP
● URL: https://vnuk.leocdp.net
● Username: demo
● Password: 123456
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Summary all key ideas
1. CX Measurement is very important to improve
customer experience, products and services
2. There are 4 metrics for CX measurement
a. Customer Feedback Score (CFS)
b. Customer Effort Score (CES)
c. Customer Satisfaction Score (CSAT)
d. Net Promoter Score (NPS)
3. CX needs Journey Map (Data Flow Map)
4. LEO CDP is the solution for CX measurement