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. Brian Cantor, Managing Director, Digital at Customer Management Practice.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Beyond Philosophy

JUNE 20, 2015

performance metrics flatline and, for all intents and purposes, have little or no granular actionability. Two years ago, they adopted, system-wide, one of the popular single number performance metrics. As a core performance metric, customer bonding is very much alive and well in both B2B and B2C products and services.

B2C 102

B2C Metrics B2B Competitive Advantage 102

Beyond Philosophy

NOVEMBER 10, 2014

In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Keeping Customers results in a high increase in value. Focusing on customer retention with a better Customer Experience will benefit your bottom-line expenses.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 52

Call Center Measurement Contact Center Metrics 52

customer sure

DECEMBER 21, 2024

What Is Customer Retention? Customer retention is the practice of keeping your customers loyal and engaged over the long term. Why Customer Retention Is Important If customer acquisition feels expensive, it is. Gather Key Metrics: S = Customers at the start of the period.

Customer Retention 62

Customer Retention B2B Feedback Metrics 62

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Answer Dash

DECEMBER 7, 2019

A positive experience doesn’t just result in customer happiness but also leads to increased revenue. Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience? Let’s imagine that you’re booking a room at a hotel.

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

BlueOcean

OCTOBER 21, 2024

You have to assume that if that customer had a positive experience both with your product/service and with your customer service team they would have continued to buy from you and recommend your brand to others. Of course, the effects of a customer loss can extend far beyond those that are simple to quantify.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? customer experience. In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Other metrics to measure.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

customer sure

JANUARY 20, 2025

You might have the most customer-centric mission statement in the world, but it can be destroyed in a moment by a casual comment which betrays an inauthentic attitude to customers. One is to make sure earning customer retention through great service receives as much focus, investment and reward as winning new business.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

BlueOcean

AUGUST 19, 2024

Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. According to the study, businesses that prioritize client needs achieve “41% faster revenue growth, 49% faster profit growth, and 51% better customer retention” than their peers.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

Forrester ’s 2024 US Customer Experience Index comes to the same conclusion: there is a clear connection between customer satisfaction and growth. According to the study, businesses that prioritize client needs achieve “41% faster revenue growth, 49% faster profit growth, and 51% better customer retention” than their peers.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

InMoment XI

NOVEMBER 2, 2022

This principle is reflected in how these companies’ programs are designed; CX teams don’t deploy to fix a problem until it’s been submitted by a customer, and discussions on program progress are centered around how today’s metrics compare to yesterday’s. What those things are depends on what your business needs.

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

InMoment XI

OCTOBER 4, 2024

Here is how customer experience management helps make that possible for you: It enhances customer retention and loyalty. 83% of customers agree that they feel more loyal to brands that listen to their concerns and resolve their pain points. It increases revenue by bringing more sales from existing customers.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

Customer Bliss

JANUARY 14, 2016

For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. We strive to never lose sight of our customers’ humanity and understanding from them what they expect from Adobe.

Connections 146

Connections 2007 2011 Customers 146

InMoment XI

MARCH 21, 2025

CI insights also highlight customer pain points and the reasons for hesitation or objections in the sales process, helping teams develop more effective pitches and overall sales strategies. Based on this insight, the team revises its sales pitch to clearly lay out whats offered in each package and what customers can expect if they sign up.

Insights 195

Insights Sales Interaction Metrics 195

Customer Bliss

JANUARY 14, 2016

For Adobe’s business I’ve always been a strong advocate regarding Adobe’s customers being more than numbers on a page, metrics of revenue bookings, or dollars on a balance sheet. We strive to never lose sight of our customers’ humanity and understanding from them what they expect from Adobe.

Connections 141

Connections 2007 2011 Customers 141

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

Call Center 74

Call Center Metrics Multi-Channel Contact Center 74

InMoment XI

APRIL 3, 2024

This means collecting customer feedback and analyzing customer experience metrics , but it also means trying new layouts and approaches and charting their effectiveness in terms of helping the buyer achieve their goals. The guest visits the hotel’s mobile website or app to book a room. References Fullstory.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Beyond Philosophy

MARCH 19, 2019

High-level management love metrics. You have to show them in actual numbers how having innovative Customer Experience produces results. Bell recommends pilot programs to serve as evidence that providing innovative customer service works to increase customer retention and loyalty for your senior management team.

Innovation 135

Innovation Customer Centricity NPS Loyalty 135

ChurnZero

AUGUST 15, 2024

One of the most effective ways to achieve this is to leverage AI for customer retention by using it to understand customer trends and mitigate churn risks. Now, back to crafting those perfect customer experiences—happy retaining! How to leverage AI for customer retention by identifying actionable trends.

Customer Retention 52

Customer Retention Management Touchpoint 2024 52

SurveySparrow

FEBRUARY 22, 2024

Customer retention is one of the crucial aspects of business. Since it’s plain as sky that it’s harder to acquire a new customer than to retain one, most companies go retention. Now, the next hurdle is finding the apt tool or software to help with retention. And that’s probably why you are here, right?

Customer Retention 52

Customer Retention 2024 E-support Loyalty Programs 52

Customer Bliss

SEPTEMBER 6, 2016

What are your metrics? How will you know if customers are responding to your organization and its products/services? Where will your customer focus truly reside? So, I’ll give you a little help: investigate my 17-second customer experience strategy. Beat back work stress and focus on CX: Focus on customer retention.

Customer Retention 129

Customer Retention Leadership Books Metrics 129

ShepHyken

MAY 13, 2024

Our customer service and CX research found that 43% of US consumers would rather clean a toilet than contact customer support. She summarizes some of the points from Blake Morgan’s book, More is More , emphasizing that customer service is “a key part of the overall experience.” What Is Churn Rate?

Article 77

Article Customer Service 2024 Loyalty Programs 77

COPC

JUNE 27, 2018

marketing director, Jim Von Seggern, provides an overview of Joey Coleman’s book, Never Lose a Customer Again: Turn Any Sale into Lifelong Loyalty in 100 Days. Joey Coleman’s Never Lose a Customer Again covers a lot of ground and does so with a highly personable and approachable style that’s a fun read.

Books 40

Books Definition Customer Retention Banking 40

SurveySensum

SEPTEMBER 21, 2023

This strategic move resulted in doubling their business, showcasing the power of leveraging customer retention to drive growth. Well, acquiring new customers can costs you five times more than keeping the ones you have. So, customer retention is indeed crucial. What is the Customer Retention Rate?

Customer Retention 52

Customer Retention 2023 Loyalty Programs Travel 52

CloudCherry

JULY 18, 2018

Besides predicting measures like NPS, these methods can be used to forecast customer retention or traditional financial metrics like average revenue per customer. They can also be used to anticipate customer needs and determine when they’ll need attention, allowing you to proactively reach out and minimize churn.

Customer Experience Management 170

Customer Experience Management Net Promoter Score Customer Experience Management 170

ShepHyken

OCTOBER 8, 2018

My Comment: Jeremy Watkin is the Director of Customer Experience for a call center, so he knows a thing or two about service and experience. He has a library of customer service books, and in this article shares some of the quotes and ideas he underlined. Great information that will make you think and give you inspiration.

Article 90

Article 2018 Customer Service Customer Retention 90

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 127

Net Promoter Score NPS Customer Retention Loyalty 127

SurveySensum

DECEMBER 20, 2023

Now that you’ve understood the need to enhance customer service let’s talk about improving it. — Introducing Customer Service Metrics In simple words, Customer Service Metrics help you gauge the effectiveness of your customer service. Why are customer service metrics important?

Metrics 52

Metrics 2024 Customer Service Net Promoter Score 52

SurveySparrow

MAY 22, 2021

Maybe it’s time you got tangible customer satisfaction metrics. In other words, measure customer satisfaction in numbers. When it comes to customer satisfaction metrics, there are a lot of numbers you can crunch. The trick is in figuring out which are the right metrics and how you will track them.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score 2021 52

Beyond Philosophy

AUGUST 16, 2018

We do, though discuss dozens of theories on our weekly podcast and we even wrote a book about some of them! Here’s how: Six Questions to Help You Implement Your Customer Experience Theories. Moreover, it should be a metric that has a direct connection to the changes you made. What drives value for the organization?

Net Promoter Score 184

Net Promoter Score Consulting NPS Measurement 184

Thematic

MARCH 30, 2025

Book free guided trial of Thematic 4. When customers take the time to provide feedback, they want to see action quickly—not months or years down the line. This is a crucial phase: verifying whether your actions actually solved the problems and improved metrics. Are customers happier now? If they improve, great.

Feedback 62

Feedback Customer Centricity Culture Customers 62

SurveySensum

MARCH 5, 2025

Detects Emerging Trends : Helps businesses identify patterns in customer behavior and preferences. Boosts Customer Retention : Identifies at-risk customers through sentiment analysis , allowing timely intervention. Lets now understand how contact center text analytics software works. Wrapping Up!

Call Center 52

Call Center Contact Center E Commerce E-support 52

Retently

AUGUST 3, 2023

Starbucks and Apple chose to focus on improving the qualitative metrics (empathy, support, look-and-feel, etc.), and that’s exactly what customers want. For instance, Airbnb managed to generate a 25% uplift in bookings simply by introducing a referral program and leveraging its word-of-mouth publicity in marketing.

Customer Experience 146

Customer Experience Net Promoter Score Social Media Reference 146

Wootric

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Together, we will examine metrics that quantify the overall financial health of a subscription-based business. Customer Health Metrics.

Financial 52

Financial Metrics Customer Success 2014 52