Heart of the Customer

SEPTEMBER 11, 2014

Real-World Stories of Creating the Metrics that Matter This week we continue to analyze the Temkin Group’s finalists for their 2012 Customer Experience Excellence Award to learn how they build Customer Intelligence. Whereas last week I outlined how. Customer Experience Resources'

Customer Experience 132

Customer Experience Net Promoter Score Seminar 2007 132

BlueOcean

OCTOBER 4, 2021

The pandemic only accelerated the growth of the subscription economy, which has seen an incredible 437% growth since 2012—and a 66% increase from 2019 to 2020. That means sharing policy changes, marketing or sales objectives, goals, and metrics, and ensuring the team understands how their roles impact each of these things.

Customer Experience 156

Customer Experience Magazine 2012 Customer Care 156

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 132

2016 2012 2013 2014 132

Beyond Philosophy

NOVEMBER 10, 2014

According to the study, “the cumulative return of a $100 investment in the ACSI fund from April 2000 to April 2012 was $490, a gain of 390 percent. According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Customer Bliss

MAY 24, 2016

In 2012 she was promoted to Chief Customer Experience Officer where she serves on the Executive Leadership Team and oversees 23 library locations, Marketing and all programs and products. In 2010 that work was recognized with the Library Journal’s Library of the Year and in 2011 she was named a Library Journal “Mover & Shaker.”.

2004 135

2004 2011 2012 2010 135

Bob Hayes

AUGUST 21, 2017

In the CX space, these outcomes typically reflect customer loyalty metrics (e.g., Since 2012, the investments in AI startups have increased; AI startups received a record-setting $5 billion in venture-capital funding in 2016, according to CB Insights. retention, repeat purchases, increased purchases).

Customer Experience 103

Customer Experience 2012 Retail 2020 103

Experience Matters

OCTOBER 31, 2016

This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings. We just published a Temkin Group report 2016 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms.

2016 97

2016 2012 2013 2014 97

Maru Group

FEBRUARY 7, 2022

As early as 2012, fintechs provided a viable alternative to traditional financial institutions for purchases ranging from home appliances to travel packages. The integration of emotion-based metrics to support the personalization of customer experience at a sample size of one, will be the next frontier.

2001 89

2001 2021 Financial 2022 89

Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Coincidentally, this definition was also done in a June, 2012 article.

Connections 68

Connections Engagement 2012 Definition 68

Tricia Morris

MAY 18, 2015

According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. The metrics above show change agents are needed to lead the way in evolving the contact center, empowering employees and enabling collaboration to increase customer satisfaction.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Tricia Morris

AUGUST 11, 2015

Customer service specifically garnered a rating of 75 out of 100, which is comparatively good, but down five points from the rating of 80 where it’s stood consecutively since 2012. Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance. Worse yet, 37% don’t know.

Government 81

Government Customer Service White Paper 2015 81

Lumoa

MAY 7, 2018

Jeff joined Intercom as the 4th employee, customer support engineer, in 2012 and since then has built a large customer support and customer success team. Use all the metrics you want, but in the end it comes down to “How many customers would you be terrified to run into someday in public? Feedback will let you dive deeper into it. “At

Customer Experience 92

Customer Experience NPS Metrics 2012 92

Customers Rock!

JANUARY 24, 2012

Some of these metrics are often focused only on tactical results (ex: number of followers or fans). Other metrics tie directly back to the bottom line (ex: value of sales coming directly from Twitter). There are many ways to measure the success of social media at an organization.

Social Media 82

Social Media Measurement ROI 2012 82

Kayako

OCTOBER 29, 2015

A great indicator of this is in 2008 odesk.com had 2,500 job postings 2,500 for “virtual assistant”, and by 2012 that number had risen to 25,000. The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business.

2010 98

2010 2015 Poor Customer Service 2005 98

Ann Michaels and Associates

OCTOBER 28, 2018

Our Assurance team, which more than doubled in size in 2012, ensures team members have the skills needed to uphold this by providing ongoing coaching and positive enforcement when team members are speaking with clients. One key value is serving ‘every client, every time, no exceptions, no excuses,’” says the Quicken Loans Training team.

2012 61

2012 Customer Service Training 2010 Measurement 61

Bob Hayes

MARCH 28, 2015

zettabytes in 2012. In a recent study , I found that customer experience professionals had difficulty estimating size of customer segments based on customer survey metrics. The Rise of Statistics. We have a lot of data and are generating a lot more of it. IDC says that we created 2.8

2014 111

2014 2004 2009 2012 111

Clarabridge

AUGUST 1, 2018

According to Forrester , the number of consumers that use messaging has increased by more than 50% since 2012. The solution empowers businesses to effectively support customer service agents, identify common pain-points and trends from customer feedback and track key metrics over time to improve brand perception and customer interactions.

Customer Service 61

Customer Service Social Media 2012 Contact Center 61

Kustomer

FEBRUARY 25, 2022

It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. You have data relating to leads, engagement metrics, conversions and other useful data points. Businesses are realizing that customers want an experience across different channels.

E Commerce 101

E Commerce Multi-Channel Omnichannel Touchpoint 101

TechSee

MARCH 7, 2019

When gamification is introduced into a contact center environment, agents compete to complete objectives and outpace colleagues in specific metrics such as hours worked and average speed to answer. Gamification. Rewards may include recognition on leaderboards, physical prizes, priority for preferred shifts or free parking.

Contact Center 104

Contact Center 2012 Innovation Loyalty 104

Kustomer

DECEMBER 21, 2021

It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. You have data relating to leads, engagement metrics, conversions and other useful data points. Businesses are realizing that customers want an experience across different channels.

Customer Experience 95

Customer Experience E Commerce Multi-Channel Omnichannel 95

Natalie Petouhof

SEPTEMBER 1, 2016

Once everyone is on board, it’s time to create some baseline metrics and goals and then determine what the ROI needs to be based on the program qualifications being set in place. Metrics/Key Performance Indicators (KPIs) to measure the goals and objectives. Social media metrics. Costs of Investment.

ROI 45

ROI Social Media Airlines Customer Service 45

InnerTrends

DECEMBER 2, 2019

A critical element for any experiment is to set the correct success metric. Choose winners based on immediate results (first order revenue, average order value) while also monitoring the experiment in the longer term via these other metrics. The question is, which revenue metric? Before you Begin. First acquisition revenue?

2015 105

2015 2014 Demo Metrics 105

CSM Magazine

DECEMBER 10, 2019

Getting the metrics right. There’s a growing understanding that to generate any true value from customer listening, a tailored mix of metrics is needed. Founded in in 2012, the Critizr platform is used in 25 countries by over 80 of Europe’s biggest companies. One size definitely does not fit all.

2020 52

2020 Net Promoter Score 2012 Customer Centricity 52

Playvox

JANUARY 13, 2022

Members of Generation Z, people born between 1995 and 2012, are entering the workforce and bringing their own ideas about how the workplace should function. Cloud workforce management systems that provide real-time visibility to key metrics enable supervisors to see what agents are doing and if they’re adhering to schedules.

Contact Center 79

Contact Center 2022 Omnichannel Employee Experience 79

Michel Falcon Experience

JANUARY 10, 2016

A company called Critical Metrics found that around 90% of companies believe that gathering feedback from employees is important, yet only 30% have the processes in place to actually gather this feedback. The same approach can be taken with your employees with great results. When I got my start at 1-800-GOT-JUNK?

Engagement 60

Engagement 2012 Feedback Culture 60

Michelli Experience

DECEMBER 23, 2015

In fact, as recently as 2012, Mercedes-Benz USA was in the number 6 position on the J D Power Sales Satisfaction Index (SSI) among luxury car manufacturers. Power SSI and was either the leader or had made substantial progress on internal and external metrics of customer satisfaction, loyalty and engagement.

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45

Amity

OCTOBER 31, 2016

In 2012, our Co-Founders realized it was time to transform the customer support team into a true Customer Success team. What metrics do you watch closely? The metrics we watch are continuously evolving as a result of the unique nature of our customers, but overall we do tend to watch a lot of metrics.

Customer Success 0

Customer Success Customers Definition Metrics 0

ClearAction

NOVEMBER 16, 2017

The result : 33% drop in online revenue, 25% drop in comparable store revenue, and 5 percentage points lower gross margin, with quarterly losses increasing throughout 2012, totaling $985 million loss, and new debt and a new CEO in early 2013. Penney’s ecosystem was misunderstood and disrespected.

Customer Experience 76

Customer Experience Chief Customer Officer Customers 2012 76

Eptica

MARCH 11, 2016

This was down from 74% in 2015 , and was well below 2012’s total of 87%. The corresponding figures for 2015 were a 58% response, and 39% success, rate, showing drops in both metrics. Email is being switched off Many companies are simply giving up in the face of a growing deluge of emails.

Brands 49

Brands Customer Service 2015 Insurance 49

CX Journey

MAY 3, 2016

I've been a member since 2012. Metrics, Measurement, and ROI You can't manage what you don't measure. You can't track success without identifying metrics that define and measure it. Be thoughtful in your selection of the metrics , and don't rush to tie them to employee compensation.

Customer Experience 40

Customer Experience Customer Experience Professionals ROI 2011 40

Optimove

JANUARY 16, 2024

First, an overview of the State of the CRM Marketing Industry: Since our founding in 2012, we’ve understood that consumers go through a mix of rational, emotional, analytical, and illogical phases in their journey toward making a purchase. Since our founding in 2012, Optimove has been profitable. 2023 was no different.

2023 52

2023 Net Promoter Score 2012 2026 52

Comm100

APRIL 8, 2016

” — Amazon Web Services re:Invent 2012. Metric assessment protocol. Know that word-of-mouth the Internet can also be turned against you. “If we think long-term, we can accomplish things that we couldn’t otherwise accomplish.” This pertains to all aspects of your business, especially customer service.

Customer Service 59

Customer Service Social Media White Paper Call Center 59

C3Centricity

JUNE 28, 2018

A 2012 global survey by the Fournaise Marketing Group provides one possible explanation. After the qualitative information gathering, and having identified any possible issues and opportunities the business has, based on the interviews and their own analysis of the situation, it’s time to put some metrics against them.

Marketing 99

Marketing Brands Information ROI 99

Gainsight

DECEMBER 20, 2020

Net Dollar Retention Becomes THE Metric. Building on the previous point, with expansion coming into its own as a critical element of the cloud business model, investors have realized that the most telling metric about a business is its “Net Dollar Retention” rate (NDR). All of us should be proud of what we’ve accomplished in 2020.

2020 69

2020 Customer Success 2021 2012 69

ijgolding

JANUARY 15, 2016

Since 2012, the Customer Experience Professionals Association (CXPA) has been flying the flag for all those who work in the field of CX. Metrics, Measurement and ROI. The competencies that a CCXP is expected to have experiential knowledge of are as follows: Customer Centric Culture. Customer Experience Strategy.

Customer Experience 56

Customer Experience Customer Experience Professionals Customer Centricity 2016 56

Optimove

AUGUST 15, 2023

They’re great for tracking and analytics: QR codes can be easily tracked and monitored as you can measure metrics such as scan rates, geographic distribution, and user engagement and make data-driven decisions for future campaigns. Coca-Cola set a prime example back in 2012 when consumers were relatively new to QR scanning.

Brands 52

Brands Marketing Events 2012 52

Talkdesk

MAY 7, 2015

What’s more, the number of workers telecommuting several days a week has increased by almost 80 percent between 2005 and 2012, according to Global Workplace Analytics. With call center software with real-time metrics , agents can easily check the availability of their teammates before transferring calls or sending an email.

Call Center 40

Call Center 2005 2012 2015 40