Customer Bliss

FEBRUARY 17, 2015

Drive accountability metrics and compensation around the reduction and resolution of issues. Assign accountability for the resolution of issues with high feedback counts. Make reliability performance part of the ongoing leadership talk track.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important? Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around. Net Promoter Score (NPS).

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Fizzback significantly improves employee engagement by providing detailed and objective customer satisfaction metrics to optimize KPIs for any team, agent or store. Congratulations to this year’s winners: Confirmit. Clarabridge. NICE Systems.

2015 97

2015 Multi-Channel 2014 CEM 97

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. A lot of posts have centered around studying the very metrics that you should consider in building your self-service tools, and studying the metrics of how you use your helpdesk.

2015 45

2015 Net Promoter Score Multi-Channel Social Media 45

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. It examines two popular transactional customer experience metrics. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. Keep an eye out for new posts in the new year!

2015 61

2015 Blog Customer Experience 2016 61

Experience Matters

APRIL 1, 2016

Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Customer Connectedness 78

Customer Connectedness Metrics 2015 Download 78

CloudCherry

AUGUST 26, 2019

To solve this problem, CX leaders must link their measurements to cross-functional customer journeys and tie the resulting metrics to company and customer success. Specific CX metrics targets must then be shared with employees so that they may begin working toward them. Plenty of studies have already produced evidence that it does.

B2B 199

B2B 2019 Insights 2010 199

Customer Bliss

NOVEMBER 3, 2016

I’ve written about this idea of a customer room many times, from this post in November 2015 entitled “Build A Customer Room And Engage The Company” to this post (June 2015) called “Bring The Silos Together In The Customer Room.” Operational reliability metrics. Aided listening.

Chief Customer Officer 170

Chief Customer Officer 2015 Customer Journey Mapping ROI 170

Customer Bliss

MARCH 30, 2017

The specific goals and metrics of a customer experience lab may vary by organization, but in general these are three of the main goals. Wendy’s opened their own customer experience lab, called 90 Degree Labs , in May 2015 in Columbus, OH. Over time, their metrics (i.e. Inside the Wendy’s customer experience lab.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Beyond Philosophy

JUNE 14, 2016

Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Lack of taking action based on CX metrics (57%). Poor communication of CX metrics (41%).

Metrics 60

Metrics Customer Experience 2015 Consulting 60

Customer Bliss

APRIL 26, 2016

Margie’s team, the Customer Advocacy Office, was founded in November 2015 to lead a broad transformation to a customer-centric culture. The team includes 130 professionals responsible for Customer Strategy, Metrics & Insights, Employee Culture, and Operations. in net written premium annually. ” — Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Customer Bliss

JANUARY 17, 2017

He’s been there since October 2015. Jason Bradshaw is the senior leader for customer experience — same role as a CCO, essentially — for the Volkswagen Group Australia. Previously he held similar executive customer-facing roles with Target Australia, Fairfax Media, and Singtel Optus.

Customer Experience 0

Customer Experience Leadership 2015 Government 0

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics? Why choosing the right metric matters.

Metrics 54

Metrics Net Promoter Score Customer Experience Effort Score 54

Customer Bliss

MAY 31, 2016

In June 2015 Future Travel Experience named Curtis as one of 25 global innovation leaders in the airline industry. As Vice President of Customer Innovation for Alaska Airlines,Curtis built award-winning mobile apps and customer feedback programs, as well as pioneered such innovations as online bag-tags and the use of biometrics.

Airlines 158

Airlines Customer Experience Insurance 2015 158

Customer Bliss

APRIL 18, 2017

One year into being CCO (which she assumed in October 2015), she also became head of Operations. ” They wanted to close the gap between a metric they used and the customer satisfaction around it. The Metric Issue. They needed to bring more of a customer voice to delivery/operations, so she undertook that role.

Chief Customer Officer 118

Chief Customer Officer B2B B2C Leadership 118

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. See the 2015 Temkin Effort Ratings. Metrics to Action Realigning.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

CX Journey

OCTOBER 15, 2015

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps.

Metrics 66

Metrics Touchpoint Effort Score 2015 66

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Kayako

OCTOBER 29, 2015

Slowly coming back home: 2010 – 2015. This coincided with the rise of websites like odesk.com and elance.com (before their merger to upwork.com in 2015) specialising in virtual freelance work. 2015 – onwards. The tools and metrics aren’t aligned. Then the boom of US-based virtual assistants happened.

2010 114

2010 2015 Poor Customer Service 2005 114

PeopleMetrics

JANUARY 12, 2015

Superhero fantasies aside, what do you want achieve in 2015 with your customer experience efforts? Step 2: Choose your metrics. So, once you know what you want to achieve, you need to settle on a short list of metrics you can track to determine progress. Step 1: Clearly and specifically define success.

Customer Experience 130

Customer Experience Net Promoter Score Wireless Customer Centricity 130

transcosmos Information Systems

OCTOBER 22, 2015

People Metrics. They are known for offering cloud services, which is essential in this day and age. Salesforce blogs are mainly focused on small businesses, customer relations, IT, Marketing, and offering tips and tricks for almost all kinds of businesses.

Blog 70

Blog 2015 Customer Service E Commerce 70

Tricia Morris

AUGUST 11, 2015

Less than half of the managers surveyed (42%) said their agency uses quantitative metrics to track customer service performance. Download the 2015 U.S. Eight percent (8%) are using crowdsourcing to solve challenging problems, and 16% say they are currently taking none of the actions highlighted in this paragraph. What Needs to Change?

Government 81

Government Customer Service White Paper 2015 81

Experience Matters

APRIL 24, 2015

NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. Check out our most recent post, 8 CX Trends for 2015 (The Year of the Employee). Here’s a link to other content we’ve written about customer service.

Net Promoter Score 106

Net Promoter Score Customer Journey Mapping 2013 2009 106

Tricia Morris

AUGUST 21, 2015

Notes Ovum Principal Analyst Keith Dawson, “Today, loyalty is based more on making it easy for customers to do business with the company , and that requires smart connections built with solutions that are contextually aware and supported by a decisioning engine and value metrics, and that blend service channels.”. Michael Fauscette.

Customer Focused 111

Customer Focused 2015 Customer Relationship Management Events 111

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

NPS 186

NPS Net Promoter Score Feedback 2015 186

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

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As performance occurs at a very granular level, contact centers rely on a wide variety of performance metrics which are tied to high level business objectives and strategies.

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

Tricia Morris

MAY 18, 2015

According to Dimension Data’s 2015 Global Contact Centre Benchmarking Report which surveyed 901 contact centers across 72 countries, more than half are now multichannel ones managing at least eight different forms of contact methods. Click here to download the complimentary eBook, 2015 Customer Service Trends to Watch.

Contact Center 76

Contact Center Customer Service 2015 Virtual Agent 76

Strativity

MARCH 17, 2015

Establishing new metrics to ensure consistent high quality service. The post Strativity’s Lior Arussy Delivers Keynote at 2015 Connected Consumer Conference appeared first on Strativity.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Talkdesk

AUGUST 25, 2016

When customer satisfaction dips, many in the industry pile on increasing layers of call center metrics to locate the problem. So the question becomes: Can traditional call center metrics zero in on how to meet customer expectations? How do these unquantifiable experiences fit together with traditional metrics?

Customer Satisfaction 41

Customer Satisfaction Metrics Call Center Insurance 41

TechSee

DECEMBER 5, 2017

We have also seen an uplift in almost all of our success metrics along the customer journey.”. Founded in 2015 and based in the US and Moldova, Retently helps businesses understand and interact with their customers using Net Promoter Score® (NPS®), a customer satisfaction metric and an alternative to traditional loyalty surveys.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

Customer Bliss

AUGUST 30, 2016

What metrics are tied to that? In our conversation we speak in depth about this path and how, one year out (he only assumed his current role in April 2015), he is making progress in making this work a reality. . He defines customer success like this: What do customers see as the value that the company provides?

Customer Success 111

Customer Success B2B Chief Customer Officer 2015 111

Kayako

MARCH 21, 2022

One study found that the brands that provide the best customer experiences achieved 17% compound growth between 2010 and 2015. Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . Let’s look at the five critical features a little more closely.

Customer Service 118

Customer Service Social Media 2010 Competitive Advantage 118