InMoment XI

JANUARY 27, 2025

The customer, already engaged and receptive, books the session, which results in them purchasing additional products. The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Social Media Apparel 195

Customer Bliss

NOVEMBER 18, 2020

Bell , the best selling author of the 9 1/2 Principles of Innovative Service and many other customer service books. Chip has just released his latest book, Inside Your Customer’s Imagination: 5 Secrets for Creating Breakthrough Products, Services, and Solutions. We even have metrics that calculate the arithmetic of effort.

Magazine 288

Magazine Metrics Customer Centricity Books 288

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. Today’s lesson is about the exciting topic of measurement and data. You know it is!

Measurement 158

Measurement Net Promoter Score Customer Satisfaction Books 158

BlueOcean

AUGUST 13, 2024

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. All these contact center metrics and more add up to give us a picture of call center performance. What is the Average Handle Time?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

Calabrio

MARCH 25, 2025

Workforce Management How to Measure, Evaluate, and Improve Call Center Agent Performance Share In today’s competitive business landscape, call center agents serve as the critical frontline, directly shaping customer perceptions and driving brand loyalty. In order to improve it, contact centers must be able to measure it.

Call Center 52

Call Center Measurement Contact Center Metrics 52

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

Beyond Philosophy

AUGUST 23, 2017

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX. How does one measure a concept?

Measurement 132

Measurement Loyalty Metrics Consulting 132

Beyond Philosophy

AUGUST 15, 2019

What gets measured gets managed. Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . We discussed measuring Customer Experience correctly in a recent podcast. The answer to why will have much to do with how you measure your results. .

Measurement 125

Measurement Net Promoter Score NPS Metrics 125

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Are there too many, are they too “strict”, and in what way is it measured/are they held accountable? They feel the pressure of meeting metrics but don’t know how and when to strike a balance. From Erica Marois: I like Karin Hurt’s Book Winning Well.

Culture 244

Culture 2019 Contact Center Leadership 244

InMoment XI

NOVEMBER 7, 2024

You can track this by monitoring pre-selected customer experience metrics to identify trends, understand customer preferences, and detect any drop-offs in the automated journey. Hospitality: Sending personalized booking confirmations and pre-arrival checklists for a smoother guest experience.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

BirdEye

DECEMBER 29, 2022

However, measuring the success of social media campaigns can be challenging. There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. Table of contents What are social media metrics? Follower growth Engagement metrics 4. Social reach 2.

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

BirdEye

FEBRUARY 5, 2025

How to create a solid restaurant social media marketing strategy 21 tips for restaurant social media marketing Key metrics to monitor when optimizing your restaurant social media marketing FAQs about restaurant social media marketing Birdeye makes restaurant social media marketing easier Why restaurant social media marketing is important?

Social Media 104

Social Media Marketing Metrics Events 104

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

ShepHyken

MARCH 24, 2025

How can companies ensure they are accurately measuring their customer experience? Customer metrics and feedback should not solely focus on the average experience. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: How can businesses avoid settling into mediocrity in customer service?

Innovation 70

Innovation Customer Experience Download Leadership 70

Customer Bliss

MAY 9, 2018

Customers as Assets measure the impact of the end-to-end experience of your organization. It measures what customers actually DID (via their behaviors), versus what they SAY they are going to do (via surveys). Remove Survey Score Addiction by Adding Customer Asset Metrics. Pivotal Leadership Shift: Elevate Customers as Assets.

ROI 245

ROI Customer Experience Leadership Measurement 245

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Customer Bliss

DECEMBER 15, 2016

I recently saw a new book that was more about overall company strategy that got me thinking. The book is called The Carrot Principle and it mostly talks about recognition and engagement. The strategic management pillars mentioned in this book are: Goal-Setting. Strategic management and the four pillars. Communication.

Management 152

Management 2017 Books Leadership 152

Experience Investigators by 360Connext

JULY 28, 2020

After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” How is success measured? CX leaders must understand what metrics matter at their company. How are we measuring customer experience?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. When KPIs align with business goals, every insight becomes measurable progress.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Customer Bliss

AUGUST 9, 2016

She advises the agency’s Chairman and senior staff on strategies, governance practices, performance measurements, and customer data monitoring protocols that help the agency understand and respond to customers. ” Read the books: “Read voraciously and learn from your peers,” Stephanie says.

Government 0

Government Leadership Customer Experience 2016 0

Gainsight

MARCH 27, 2025

Understand Your Metrics Bear highlighted the essential metrics that Customer Success teams should be in tune with as a revenue-focused department. The spotlight was on Gross Retention Rate (GRR), pipeline metrics, and bookings. Previously NRR was the favored metric, but weve seen a shift toward GRR recently.

Books 52

Books Customer Retention ROI Metrics 52

Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. People do what they are measured on, so measure the right things. How to Measure Customer Emotions. Colin is an international author of five bestselling books and an engaging keynote speaker.

2016 165

2016 Books Measurement Consulting 165

BlueOcean

AUGUST 19, 2024

Measure what matters There is an old saying: “What gets measures gets attended to, and what gets attended to gets done.” And there is plenty of research that shows that the simple act of measuring by itself will lead to improvement. But the trick is knowing what to measure. Book a call today to start the conversation.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

Measure what matters There is an old saying: “What gets measures gets attended to, and what gets attended to gets done.” And there is plenty of research that shows that the simple act of measuring by itself will lead to improvement. But the trick is knowing what to measure. Book a call today to start the conversation.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BirdEye

JANUARY 24, 2025

Implement these advanced marketing strategies for different hotel types Build a social media crisis management plan for your hotel’s brand 4 common mistakes to avoid while doing social media marketing for hotels How to measure success in hotel social media marketing?

Social Media 52

Social Media Hotels Marketing Travel 52

Customer Bliss

DECEMBER 8, 2017

The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. Each team is measuring responses to meet their specific targets rather than uniting for one shared company goal.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

Thematic

FEBRUARY 26, 2025

You can’t improve what you don’t measure—and that includes customer satisfaction. That’s why measuring customer satisfaction matters. Before you can measure customer satisfaction, you need to understand customer satisfaction. Bottom line: investing in measuring customer satisfaction pays off.

Customer Satisfaction 71

Customer Satisfaction Measurement Net Promoter Score NPS 71

Alida

MAY 11, 2016

Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”. As both CSAT and NPS have gained traction among the majority of Fortune 1000 brands, many companies started tying bonuses and other incentives to these metrics. Another issue: many employees have figured out how to game the NPS system.

NPS 177

NPS Customer Satisfaction Net Promoter Score 2003 177

Inbenta

OCTOBER 30, 2024

The benchmarks for customer service teams include customer satisfaction, NPS, churn, resolution rate, handle time and other metrics that measure customer service quality, effectiveness and efficiency.   Keeping KPIs high during peak periods can be difficult. Ready to take your customer service to the next level?

White Paper 52

White Paper NPS Demo Books 52

Experience Investigators by 360Connext

APRIL 28, 2017

Ground zero of any customer experience isn’t when a leader reads a book then declares it “the year of the customer.” Using truly customer-focused metrics. My favorite metric was how they determined the incredible results of reducing wait time. .” Get personal with metrics.

Airlines 152

Airlines 2017 Metrics Social Media 152

Beyond Philosophy

DECEMBER 6, 2019

This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. What measurement is in place? In other words, when you talk about measurement, are you instead talking about productivity? I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Customer Centricity Airlines 2002 171

Thematic

APRIL 1, 2025

” Clear objectives will guide your team and help you measure progress. Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). Book free guided trial of Thematic 3. Why is this important? The lesson here?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

ChurnZero

JUNE 9, 2023

8 metrics to position Customer Success as a profit center with finance While sentiment-based metrics like Net Promoter Score ® (NPS) and customer satisfaction are important, they don’t frame CS work from a financial perspective. To that end, here are the metrics you can use to get started.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

BlueOcean

FEBRUARY 22, 2024

Understanding Your Success Measures One of the most telling green flags in the RFP process is a potential partner’s genuine focus on understanding your success measures. If they can demonstrate that you’ll have access to senior leadership throughout the life of the contract, well, that’s a bright green flag in our books.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

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. Access 3/12/2024.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

customer sure

JANUARY 20, 2025

There are two very simple measures you can introduce to help. The second is to measure how satisfied customers are with the ease and speed of getting issues resolved. Measuring ROI in CX: Proving the Value Popular opinion would have you believe that its hard to measure the ROI of CX initiatives. Thats simply not true.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

CX Accelerator

MAY 15, 2019

New software and solutions are dazzling and daunting in equal measure. I spent a great time talking travel with Catalina and books with Holly and time quickly runs out before I get to person number three. The Expo hall is crammed with state-of-the-art technologies and promises of automation, higher efficiency, lower costs.

Contact Center 51

Contact Center Customer Service 2019 Culture 51