How to track and improve Customer Experience with LEO CDP
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This document discusses how to track and improve customer experience using LEO CDP. It begins by explaining why measuring customer experience is important, then introduces four key metrics: Customer Feedback Score, Customer Effort Score, Customer Satisfaction Score, and Net Promoter Score. It describes using journey maps to manage customer experience data and visualize the customer journey. Finally, it presents LEO CDP as a software solution for collecting customer experience data, building surveys, and generating reports to gain insights to improve products, services, and the overall customer experience.
How to track and improve Customer Experience with LEO CDP
- 1. How to track and improve 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 so important 2. Introduction to key metrics of CX a. Customer Feedback Score (CFS) b. Customer Effort Score (CES) c. Customer Satisfaction Score (CSAT) d. Net Promoter Score (NPS) 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 so important ? 2. Introduction to key metrics of CX a. Customer Feedback Score (CFS) b. Customer Effort Score (CES) c. Customer Satisfaction Score (CSAT) d. Net Promoter Score (NPS) 3. Using Journey Map to CX Data Management 4. Introduction to LEO CDP and demo
- 4. Why is CX measurement ? It helps us build better customer-centric strategies to develop profitable products and optimize the business service
- 5. Why CX Measurement 1. Measuring customer experience (CX) drives student/employee recruitment and customer retention 2. Measuring customer experiences helps define priorities for business improvement and setting resources 3. Measuring the customer experience produces more engaged students / customers 4. Give a good learning / purchasing experience
- 6. Second thing is the metric 1. Why CX measurement is so important 2. Introduction to key metrics of CX a. Customer Feedback Score (CFS) b. Customer Effort Score (CES) c. Customer Satisfaction Score (CSAT) d. Net Promoter Score (NPS) 3. Using Journey Map to CX Data Management 4. Introduction to LEO CDP and demo
- 7. The New Hierarchy of Needs might change your business mindset Source: https://jessichristian.medium.com/the-new-hierarchy-of-needs-maslows-lost-apex-5e51031ce3fb
- 9. Customer Experience (CX) Metrics in LEO CDP NPS → Word-of-mouth marketing CSAT → Happy / unhappy customer CES → Usability and Accessibility CFS → Like or dislike something
- 10. CSAT Survey Form in e-learning service
- 11. Example using Net Promoter Score (NPS)
- 12. Third thing: The journey map 1. Why CX measurement is so important 2. Introduction to key metrics of CX a. Customer Feedback Score (CFS) b. Customer Effort Score (CES) c. Customer Satisfaction Score (CSAT) d. Net Promoter Score (NPS) 3. Using Journey Map to CX Data Management 4. Introduction to LEO CDP and demo
- 13. All CX measurement should begin with an journey map
- 14. A simple journey map in Education
- 15. Example of customer journey map in Retail
- 16. Example of student journey map in Education
- 17. An journey map has 5 components
- 18. Finally, a practical solution 1. Why CX Measurement is so important 2. Introduction to key metrics of CX a. Customer Effort Score (CES) b. Customer Satisfaction Score (CSAT) c. Net Promoter Score (NPS) 3. Using Journey Map to CX Data Management 4. Introduction to LEO CDP and demo
- 19. 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
- 20. USPA is the core principles of LEO CDP
- 21. Customer Journey Map can be managed by LEO CDP
- 22. CX Data Flow in LEO CDP
- 23. Feedback Survey Form can built with LEO CDP
- 24. Survey Form to collect CX Data
- 25. In LEO CDP, we can use the web plugin for online touchpoints
- 26. Customer Feedback Score (CFS) can measure by using Embedded Rating Plugin
- 27. Feedback Survey Data could be collected from offline touchpoints in Journey Map
- 28. Feedback Survey can be set at the offline touchpoint
- 29. LEO CX Report for Insights Overview
- 30. LEO CX Report at a specific profile
- 31. Try LEO CDP for yourself Demo login account for LEO CDP ● URL: https://vnuk.leocdp.net ● Username: demo ● Password: 123456
- 32. Summary all key ideas 1. CX Measurement is so 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
- 33. To get more information about the LEO CDP ● Our website: https://leocdp.com ● Our fanpage: https://facebook.com/leocdp.net ● My YouTube: https://youtube.com/user/tantrieuf31database