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

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 159

Metrics Customer Service Workshop Measurement 159

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

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. A better reputation leads to more bookings and higher diner demand. As a result, the restaurant improved the “speed of service” metric by 47%. It results in increased revenue.

Feedback 195

Feedback Management Social Media 2024 195

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Best Metric: CSAT. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

CX Accelerator

NOVEMBER 7, 2023

By Jeremy Watkin and the CX Accelerator Community I’ve got a big trip coming up, and in preparation, I needed to check my flight itinerary so I could book a rental car and long-term airport parking. It’s at that point I realized that I never received an email from the airline after booking my flight. 28) can’t be empathetic.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Experience Investigators by 360Connext

NOVEMBER 20, 2014

This recognition is of particular importance for SaaS (Software as a Service) companies, who are heavily dependent on renewing their existing book of business year after year as a part of their overall revenue strategy. Building Relationships is Key to Survival. If our client relationship stopped with a sale, we would fail, and fast.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Take the initiative today and book your meeting to start your journey towards improved NPS and a remarkable customer experience.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

BlueOcean

OCTOBER 21, 2024

While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short. Book an appointment today. From a ruined reputation to a lost lifetime of sales to a never-ending cycle of replacing old customers, the cost is considerable.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . And in fact, the book argues that it costs more to delight. . The book makes two specific arguments that are key: . Finding no. Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

BlueOcean

AUGUST 13, 2024

All these contact center metrics and more add up to give us a picture of call center performance. Go beyond the KPIs and metrics to understand how the following three critical measurements play an instrumental role in the outsourced call center: 1. Book a call today to discuss further. What is the Average Handle Time?

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

TechSee

FEBRUARY 10, 2025

This is what AI-driven customer service delivers—efficiency, improved CX metrics like NPS and CSAT, and real ROI to satisfy executive stakeholders. Book a live demo and discover how Sophie AI can reshape your AI-driven customer service, reduce operational costs, and unlock new revenue opportunities. Ready to Transform Your CX?

Customer Service 124

Customer Service ROI Average Handle Time Multi-Channel 124

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

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. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

Customer Bliss

SEPTEMBER 15, 2016

Here’s a Wharton interview with Carmine Gallo , the author of a book called The Storyteller’s Secret. (I Again, this is about moving away from silo-by-silo, survey-by-survey, controlled-and-owned metrics. The importance of digital storytelling. I first found some of these resources here.)

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. They feel the pressure of meeting metrics but don’t know how and when to strike a balance. Do something similar for leaders From Nate Brown There is a book that really sticks out to me based on your objective. From Erica Marois: I like Karin Hurt’s Book Winning Well.

Culture 244

Culture 2019 Contact Center Leadership 244

Customer Bliss

FEBRUARY 23, 2016

This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company. In my book Chief Customer Officer 2.0 , I wrote about my experiences with Heather Carroll Cox, who then held the title of Chief Client Experience, Digital and Marketing Officer at Citi.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

Experience Investigators by 360Connext

MARCH 9, 2015

There are now zillions of books (that’s a lot) focusing on customer experience. Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. The passion is a start, but information and knowledge will help you get a lot farther. Stay current.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Monitor social media metrics to understand which content performs best with your audience. This guarantees higher clicks and ultimately improves SEO performance.

Social Media 97

Social Media Books Demo Events 97

InMoment XI

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. You can use metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to monitor specific aspects of your customer experience and identify areas of improvement.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

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

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. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

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

ShepHyken

MARCH 24, 2025

Customer metrics and feedback should not solely focus on the average experience. Be sure to download the book for free!) Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

Innovation 71

Innovation Customer Experience Download Leadership 71

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. What’s the best metric? If getting your customers to come back, again and again, is important to you, and you know it is, you’ll love the book. You know it is!

Measurement 160

Measurement Net Promoter Score Customer Satisfaction Books 160

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

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

CSM Magazine

APRIL 10, 2025

Conversational AI can manage appointment booking by syncing with calendars, sending reminders, and handling changes effortlessly. FAQs, repetitive queries, and interactive tasks like booking or ordering are ideal places to start. Post-launch, continually monitor performance metrics and use feedback to optimize the AIs capabilities.

E Commerce 52

E Commerce E-support Books Healthcare 52

Customer Bliss

SEPTEMBER 29, 2016

Customer complaints: Use proactive operational metric tracking. I’ll give you a quick example from my book CCO 2.0. This is an example of what I’d call “proactive operational metric tracking.” Design metrics around (1) with an eye towards (2). This is tied to Competency No.

Social Media 239

Social Media Metrics Customers Brands 239

Customer Bliss

JANUARY 5, 2017

It’s the central theme of my books , my podcast , and my keynote speeches. They have “soft” metrics rather than real business goals. I love coming into companies and helping them understand the value of CX — and helping the CX leaders unify the rest of the leadership team. They move slowly and without purpose. .

2017 236

2017 Omnichannel Retail Article 236

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

GetFeedback

SEPTEMBER 24, 2019

If you’re reading this article you’ve probably read or heard about the book: “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty. ”. Learn how to use customer loyalty metrics (NPS, CES, and CSAT) to improve customer experience and increase retention rates. Guide to Boosting Customer Loyalty.

Loyalty 170

Loyalty NPS Books Article 170

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Increase direct bookings and reduce dependency on OTAs Third-party booking platforms and online travel agencies (OTAs) take a significant cut from each reservation.

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. Unite Your Teams to Achieve a Company-Wide Metrics Goal. Build Customer Listening to Align to the Various Stages of the Customer Journey.

Net Promoter Score 203

Net Promoter Score Chief Customer Officer Books NPS 203

InMoment XI

MARCH 21, 2025

Example: A health and wellness sales team uses CI to analyze its interactions with customers and finds that they hesitate to book services because they arent sure whats included. Agent performance metrics : Scorecards can help you identify both high-performing agents and areas for improvement.

Insights 195

Insights Sales Interaction Metrics 195

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Insights Feedback E-support 62