Stella Connect

JUNE 25, 2018

First Call Resolution (FCR) is the most important metric your contact center can measure. It captures the efficiency of your team, tells you how well you’re serving customers, and highlights what needs work. When it’s high, operating costs are minimized and customers are happier. Segment customers by common issues.

Contact Center 40

Contact Center Metrics Average Handle Time 2011 40

Kustomer

SEPTEMBER 3, 2020

Or our wait time, or maybe it’s different metrics that people have. Or, are most people still kind of using the, again, the age old debate, a hold time and an NPS and things like that as they go through their journey. As you get into that marketing area, a great marketing metric is NPS. Gabe Larsen: (02:36).

Marketing 52

Marketing Effort Score Metrics Loyalty 52

Enalyzer

OCTOBER 9, 2020

The most common types of transactional surveys are Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) metrics. Customer Satisfaction (CSAT) surveys are the classic transactional survey. As the name suggests, they measure a touchpoint’s satisfaction.

Net Promoter Score 52

Net Promoter Score Customer Experience Touchpoint NPS 52

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

inQuba

SEPTEMBER 6, 2022

Gartner , in their report ‘2022 Gartner CEO and Senior Business Executive Survey’*, has reported that ‘ Customer Acquisition, Retention and Engagement’ are the top (18% selection) combined focus area for CEOs and executive teams in 2022. To give you a sense, that has increased from 10% in 2011. A 61% decline in customers going idle.

Customer Journey 52

Customer Journey Management 2022 2011 52

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

NPS 52

NPS ROI Social Media Banking 52

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

2015 97

2015 Multi-Channel 2014 CEM 97

SurveySensum

JULY 14, 2020

Lynn Hunsaker – CXPA Board, Customer Experience Leader, Trainer, Author . Lynn Hunsaker started her career as chair of a 20-country, 6-division task force designing customer satisfaction methodology as a manager in the Strategic Planning department at then-Fortune-250-ranked Sonoco Products. LinkedIn : [link] /.

2020 132

2020 Customer Experience Magazine Consulting 132

Amity

AUGUST 5, 2016

So I always wondered, “ What happened with that customer? ” And I knew Customer Success was the evolution of that. Since 2011, we’ve formalized our scaling efforts by implementing a customer support services team. " What types of metrics do you watch closely? Did they hit their goals?

Customer Success 91

Customer Success Culture Customers 2011 91

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS 2003 Metrics 40