How to track and improve Customer Experience with LEO CDP

1) Why CX measurement is important
2) Introduction to 4 metrics of CX measurement
-Net Promoter Score (NPS)
-Customer Satisfaction Score (CSAT)
-Customer Effort Score (CES)
-Customer Feedback Score (CFS)
3) Using Journey Map to CX Data Management
4) Introduction to LEO CDP and demo

Transcript

1. 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
2. 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
3. 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
4. Just read these books and you know why :)
5. Why is CX measurement ? What people do is much different than what people say they will do
6. 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
7. Why is CX measurement ? It helps us build better customer-centric strategies to develop profitable products and optimize the business service
8. Business Goals Customer Experience
9. 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
10. 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
11. The New Hierarchy of Needs might change your business mindset Source: https://jessichristian.medium.com/the-new-hierarchy-of-needs-maslows-lost-apex-5e51031ce3fb
12. Human Experience Pyramid
13. 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
14. Example using Net Promoter Score (NPS)
15. CSAT Survey Form in e-learning service
16. CES (Customer Effort Score)
17. 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.
18. 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
19. All CX measurement should begin with an journey map
20. Example of customer journey map in Retail
21. An journey map has 5 components
22. A simple journey map in Ecommerce Source: https://retainup.co/customer-journey-map/
23. 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
24. 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
25. USPA is the core principles of LEO CDP
26. Customer Journey Map can be managed by LEO CDP
27. CX Data Flow in LEO CDP
28. Feedback Survey Form can built with LEO CDP
29. Survey Form to collect CX Data
30. In LEO CDP, we can use the web plugin for online touchpoints
31. Customer Feedback Score (CFS) can measure by using Embedded Rating Plugin
32. Feedback Survey Data could be collected at the offline touchpoints in Journey Map
33. Feedback Survey can be set at an offline touchpoint
34. LEO CX Report for Insights Overview
35. LEO CX Report at a specific profile
36. Customer Personalization
37. Customer Personalization
38. Customer Personalization
39. Customer Personalization
40. 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
41. 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