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In: Business and Management

Submitted By vmccray794
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Introduction

Customers are the most important element to having a successful business. The object in business is to sell a product or provide a service to individuals or other businesses to create revenue. If customers don’t purchase the product or service the company is deemed not successful. The object in business is to be successful and to make sure that customers will continue to make purchases. It is extremely important for businesses to set goals that are measureable by accepting external feedback (Spitzer, 2007). The external feedback can be used to help the company determine what needs to be improved as well as what is being done correctly. The customer is the number one focal point for a business and the goal is to create a long term relationship, build loyalty, and allow for the company brand to become a household word (Soudagar, 2012). In order for a company to know if they are meeting or exceeding customer expectations they must first measure the customer experience.

Identification of Best Practice

Measuring the customer experience is specific to each company, but most companies measure themselves using standard measurement scores, but they may use different questions to obtain that information from their customers (Spitzer, 2007). Some of the standard terms which are used are, Customer Effort Score (CES), Net Promoter Score (NPS), and First Call Resolution (FCR). The Customer Effort Score helps a business to know how much effort a customer is exerting to have a problem resolved. The less effort a customer has to perform is a positive for the company that is providing the product or service. If a customer has to exert lots of effort to have a problem resolved the customer becomes dissatisfied (Spitzer,2007). Once the customer is not satisfied with the product or service it impacts customer loyalty, because the customer is less likely…...

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