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How to track and improve Customer Experience wi...

Trieu Nguyen
February 08, 2022

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

Trieu Nguyen

February 08, 2022
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  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. Why is CX measurement ? What people do is much

    different than what people say they will do
  5. 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
  6. Why is CX measurement ? It helps us build better

    customer-centric strategies to develop profitable products and optimize the business service
  7. 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
  8. 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
  9. The New Hierarchy of Needs might change your business mindset

    Source: https://jessichristian.medium.com/the-new-hierarchy-of-needs-maslows-lost-apex-5e51031ce3fb
  10. 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
  11. 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.
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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