GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

eglobalis

JANUARY 13, 2025

This article compares AgentForce with its competitors, focusing on automation, real-time support, and predictive analytics. This article provides a comprehensive evaluation of AI-driven tools like Salesforces, offering global examples and practical lessons for businesses seeking to elevate service excellence.

Marketing 422

Marketing E-support E Commerce Social Media 422

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Many businesses have grown frustrated with this one-size-fits-all metric. Another case comes from software giant Adobe.

Banking 334

Banking NPS B2B Social Media 334

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. Demonstrating the value of CX (e.g., Break transformation into manageable phases (e.g.,

Leadership 242

Leadership B2B B2C Net Promoter Score 242

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. The exact same criticism can be made about every metric for everything.

NPS 468

NPS Feedback Net Promoter Score B2C 468

eglobalis

OCTOBER 14, 2024

This article will analyse whether the traditional pillars of CX education remain relevant, explore new learning methods, and explain why personalized, tool-driven learning is the future of CX education. As a result, CX professionals are often left unprepared to address the specific needs of their organizations.

Customer Experience 461

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 461

eglobalis

JANUARY 20, 2025

The article was originally posted on Eglobalis.com/blog. In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. This article explores ten key drivers of B2B loyalty , offering actionable insights supported by real-world examples. As mentioned in this old article I wrote.

B2B 433

B2B Loyalty Workshop Loyalty Programs 433

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. But we see teams fall into an all-too-common trap when they don’t focus on why they’re collecting these metrics. Few experienced professionals dare to venture off from these tried-and-true metrics. And that’s a problem.

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

DECEMBER 17, 2024

As your company begins to scale customer experience operations, it is possible for silos that cause different departments to use separate technologies and focus on different metrics, which fragments your understanding of the customer experience. For example, the average time in queue and resolution time are often used as call center metrics.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195

ShepHyken

FEBRUARY 3, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Last year I wrote an article about The Employee Hierarchy of Needs , and at the top of the pyramid is fulfillment.) Its not which is best.

2025 74

2025 Article Customer Service Loyalty Programs 74

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics 2019 Customer Care Measurement 219

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

MARCH 30, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article provides a comprehensive overview of Medallia’s contributions to the CX landscape, particularly in the area of CX measurement.

2025 70

2025 Article Customer Service Magazine 70

InMoment XI

DECEMBER 18, 2024

It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. They analyze historical data, trends, and real-time metrics to forecast customer demand accurately. For example, they can receive notifications for changes in key call center metrics to make informed decisions.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Go back and read the first sentence of this very short description, and then read the article. Here are my top five picks from last week.

Article 62

Article Customer Service Loyalty Programs 2024 62

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

ShepHyken

MARCH 10, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. This article makes the case of ensuring you have a privacy first policy. Here are my top five picks from last week. Is that a bad thing?

2025 70

2025 Article Loyalty Programs Customer Service 70

eglobalis

JUNE 27, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Standardized performance metrics, tailored to account for regional differences, ensure accountability. Samsung often does that.

Customer Experience 467

Customer Experience Customer Centricity Net Promoter Score Government 467

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 158

Metrics Customer Service Workshop Measurement 158

CSM Magazine

MARCH 13, 2025

In this article, well explore the most effective ways to measure customer satisfaction and why these methods matter for long-term success. The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

Experience Investigators by 360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

OCTOBER 29, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. A combination of these metrics can help provide a complete picture of customer loyalty to identify areas for improvement.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

BlueOcean

DECEMBER 2, 2024

The insight about exceptional customer service and the customer experience is still rock solid, and so we decided to revisit the article entering 2025. How do metrics and standards play a role in exceptional customer service? This blog post has consistently ranked as one of our most popular year after year. Are they listening?

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

ShepHyken

SEPTEMBER 6, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This excellent Wall Street Journal article starts with a story about a company doing something special to “delight” their customers.

2021 27

2021 Article Customer Service Net Promoter Score 27

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway? Businesses must adapt.

Net Promoter Score 142

Net Promoter Score Metrics NPS Customer Satisfaction 142

ShepHyken

JULY 11, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: We start this week’s Top Five Roundup with an article that shares three simple but powerful ideas. Let me count the ways!

Article 25

Article 2022 Customer Service Magazine 25

Experience Investigators by 360Connext

JANUARY 7, 2025

This article offers a step-by-step approach to creating your CX strategy from setting a vision to implementing and refining your plan to empower you to turn CX into a true revenue generator for your organization. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Have questions?

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success? Related: [Free Resource] Try our Customer Lifetime Value & Key Metrics Calculator. Build Your CX Success Statement.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business.

Feedback 195

Feedback Management Social Media 2024 195

InMoment XI

AUGUST 3, 2022

This article probably isn’t the first place you’ve seen the terms “Great Resignation”, “Great Reshuffle” or “Big Quit” on the internet, and from the looks of things, the battle to retail talent won’t settle anytime soon. Well, we have the answer to that as well!

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

BlueOcean

MARCH 24, 2025

This article will walk you through key steps for building an effective SOW: Lay the Foundation for Your Contact Center SOW Clearly Define Your KPIs Set Strong Parameters Around Forecasting Establish Reporting & Analytics Expectations Build in Big-Picture Targets with a Risk & Reward Model Keep Your SOW Evergreen: Adjust and Realign 1.

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. What Is Customer Churn?

2024 195

2024 ROI Net Promoter Score Multi-Channel 195

Retently

JANUARY 13, 2025

In this article, were spotlighting the top 5 tools for measuring CES. Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business.

Measurement 117

Measurement Effort Score Multi-Channel Net Promoter Score 117

Experience Investigators by 360Connext

AUGUST 17, 2021

Check out these resources: [Article] Create Your CX Charter with These 6 Questions. We’ve got lots of resources for you: [Article] Why a CX Mission Statement Matters — And How to Create One . What metric went up? Check In: Review customer feedback and discuss any key customer experience metrics. . Try a CX Charter.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

GetFeedback

SEPTEMBER 18, 2019

From the title of this article, it shouldn’t be a spoiler if I tell you now that we decided effortless experience is not all that matters when it comes to cultivating customer loyalty. . Gartner published a comprehensive article highlighting the key reasons why an effortless experience is the best approach for businesses. .

Loyalty 257

Loyalty Touchpoint Books Article 257