GetFeedback

OCTOBER 3, 2018

Megan Burton and Kelly Spillson from the Salesforce Customer Success Team talked about measuring customer service with GetFeedback for Service Cloud. The afternoon picked up with a session on measuring customer experience in Salesforce. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket.

Survey 150

Survey Measurement Customer Success Metrics 150

Clarivate

JUNE 21, 2022

As we approach this year’s JCR release at the end of this month, we reviewed factors that may affect the published metrics. More journals increased in Journal Impact Factor (JIF) from 2019 to 2020 than in any other year-to-year interval across the last decade (see Figure 1). Baseball player Yogi Berra.

Report 138

Report Metrics Comparison Study 138

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 Customer Care Measurement Contact Center 219

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. Understand the journey.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. Top 10 Product Experience Blog Posts of 2019.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Lumoa

SEPTEMBER 30, 2022

According to PwC’s data, direct or digital banks now hold 20% of the market share, doubling since 2019. Four out of five industry leaders believe that non-traditional providers are a legitimate threat to conventional banks, a huge spike compared to the 55% registered in 2019. . Adapting Customer Service in Real-Time.

Banking 236

Banking Customer Experience Self Service Financial 236

CX Journey

JANUARY 2, 2019

And, most importantly, what does it mean for 2019? I shared 58 blog posts (that includes a few posts from guest authors) in 2018; here are the top eight (because 18 would be way too many!) How Do You Measure #CX Success? How do we measure it? In this post, I outlined potential success metrics to get your wheels turning.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX. In the research, participants cited nine specific projects that delivered positive success metrics.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

Think Customers

MARCH 28, 2022

“To be successful, companies must remember that gig workers respond less to recognition among peers or professional mentorship and more to transactional benefits that support their flexible lifestyle,” according to a blog by Everee, a payroll and payments systems provider. In addition, communicating clear performance expectations is key.

How To 105

How To Policies Tips Contact Center 105

Optimove

FEBRUARY 3, 2022

.” Quoting directly from their marketing materials, eDataSource was “founded in 2003 as the industry’s first email intelligence company, [and] pioneered the use of live consumer inboxes to analyze email success metrics. ” In 2019, the company was acquired by SparkPost (est. Measure The Right Things.

Multi-Channel 52

Multi-Channel CRM Metrics Analysis 52

Comm100

AUGUST 31, 2021

In this blog, we’ll be looking at the benchmark data for four of the most important live chat stats, alongside the best practices to hit these benchmarks. Among live chats on the Comm100 platform, the average wait time dropped from 50 seconds in 2019 to a benchmark of 35 seconds in 2020 , for a 30% decrease. Wait Time: 35 Seconds.

Wait Times 130

Wait Times Knowledge Base Chatbots Omni-Channel 130

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Facial recognition software is one way to measure that digital experience. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

Centercode

JANUARY 29, 2020

In this blog post, I’m going to cover one of the most interesting findings from the 2019 industry survey: how using defined CV processes affects overall program performance. 2018 vs. 2019 Results. However, the 2019 industry survey highlighted some interesting shifts in the data. Don’t forget your metrics.

Report 59

Report Industry Survey Course 59

SmartKarrot

MAY 6, 2020

For a successful business to run, the business owners need to evaluate their businesses from multiple view-points through measurable and quantifiable numbers. These numbers are called metrics. Product success metrics are the key parameters based on which the performance of a business in the real world is measured.

Metrics 10

Metrics Measurement Net Promoter Score NPS 10

Gainsight

MAY 8, 2019

With Gainsight PX and Pendo, you’re going to get the same “ starter pack ” of analytics: User- and account-level metrics. But Gainsight PX kicks things up a notch with: Custom events and attributes : Pendo can’t support granular filters for these critical measures. Basic feature adoption. This saves you stress and time.

NPS 49

NPS Analysis Survey Software 49

Daniel Group

JULY 27, 2023

The statistical correlation between these two measures is significant. The change was significant starting in 2019, going from less than one percent of surveys with an opportunity to almost two percent in 2022. I always welcome comments and feedback on my blogs. The trend in issue frequency was different. Some food for thought!

NPS 52

NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

The statistical correlation between these two measures is significant. The change was significant starting in 2019, going from less than one percent of surveys with an opportunity to almost two percent in 2022. I always welcome comments and feedback on my blogs. The trend in issue frequency was different. Some food for thought!

NPS 52

NPS Customer Experience Net Promoter Score Effort Score 52

Integrity Solutions

MAY 12, 2020

By Donna Horrigan As sales leaders navigate our current situation—a global pandemic that’s wreaking havoc on the economy while social distancing measures keep workforces remote and isolated— the role of sales enablement is coming under increased scrutiny. Sales Enablement Strategy: 2020 vs. 2019. What a difference a few months makes.

Sales 124

Sales Strategy Tools Metrics 124

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. 4 reasons email is on the rise in 2019.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. But do we really need to keep reading article upon article and blog upon blog about how to create a customer journey map?

Customer Journeys 100

Customer Journeys Chief Customer Officer NPS Consulting 100

Optimove

FEBRUARY 3, 2022

.” Quoting directly from their marketing materials, eDataSource was “founded in 2003 as the industry’s first email intelligence company, [and] pioneered the use of live consumer inboxes to analyze email success metrics. ” In 2019, the company was acquired by SparkPost (est. Measure The Right Things.

Multi-Channel 40

Multi-Channel CRM Metrics Analysis 40

NetBase

MARCH 3, 2020

Consumer and market intelligence can cut Uber’s operating costs, while increasing profitability, which could allow Uber to do away with EBITDA margins as its profitability measure sooner than projected. Uber posted 2019 FCF of negative $4.9 So, what’s wrong with EBITDA, as it’s obviously a valid measurement.

Consumers 56

Consumers Marketing Financial Measurement 56

Eptica

OCTOBER 16, 2018

Not only does this enable them to measure their efficiency , but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Report 68

Report Self Service Average Handle Time Contact Center 68

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. However you get it, you must choose the right metrics, use the right technology, and more.

Customer Service 87

Customer Service Airlines Feedback Social Media 87

InnerTrends

DECEMBER 2, 2019

A critical element for any experiment is to set the correct success metric. Choose winners based on immediate results (first order revenue, average order value) while also monitoring the experiment in the longer term via these other metrics. The question is, which revenue metric? Noise blog. Before you Begin.

Case Study 105

Case Study Study Metrics Strategy 105

Optimove

JUNE 4, 2020

But, when comparing this MDW to 2019’s, 2020 stats show that the average increase in Orders was +35%, and in Order Amount was +41%, compared to +30% in Orders and +26% in Order Amount in 2019. During MDW 2019, the increases were in a similar range: +13% orders and +3% sales amount. And what does this mean for marketers?

Fashion 52

Fashion Retail Sales Metrics 52

Eptica

FEBRUARY 5, 2020

That’s the latest finding of the Institute of Customer Service ’ s UK Customer Satisfaction Index ( UKCSI ) , which has provided a key measure for customer service over the last decade. You might also be interested in these posts: 2019 in focus: our top 10 blog posts from the year. Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. The key point here is how it is measured. telephone) over another.

Customer Service 66

Customer Service Contact Center Average Handle Time e-support 66

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. These often just provide a headline metric, such as an NPS score without the context behind it or the ability to drive changes.

Customer Success 66

Customer Success Net Promoter Score e-support Self Service 66

ChurnZero

APRIL 26, 2019

A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Tips 58

Tips Metrics Customer Success Training 58

Eptica

FEBRUARY 6, 2019

Date: Wednesday, February 6, 2019 Author: Pauline Ashenden - Marketing Manager Why focusing on CX is key at times of change. Published on: February 06, 2019. Why 2019 is all about trust for brands and consumers. Reviewing 2018 – our top 10 blog posts from the year. Share this page on: Tweet.

Automotive 73

Automotive Social Media Contact Center Banking 73

ClientSuccess

SEPTEMBER 27, 2018

Gathering Critical Data and Metrics for Better Decision Making. This makes having real-time visibility into customer metrics (MRR, ARR, retention trends, etc.) If this trend holds out, 2019 is sure to be even more game-changing for the customer success industry. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

Trends 74

Trends Customer Success Effort Score ROI 74

Beyond Philosophy

OCTOBER 25, 2019

Per USA Today , Airbnb has more than seven million listings in 100,000 cities as of early September 2019, and they plan to go public in 2020. They also reported revenues of over one billion in the second quarter of 2019, although there is no report on the profits. 19 September 2019. 25 September 2019. < Sources: AP.

Hotels 104

Hotels Travel Hospitality Consulting 104

Grade.us

APRIL 17, 2019

Simply ask questions about their goals and objectives, the metrics they've used previously with their other campaigns and other campaign or marketing specific details. In addition to the courses below, we curated a nice smattering of blogs, resources and people to follow to stay up to date in this 2018 digital analytics blog post.

Analytics 21

Analytics Course Social Media Analysis 21

Totango

DECEMBER 3, 2020

As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. . This metric helps determine the baseline opinion of both your company and your service. . Measure CS Team Productivity. Get started for free today. .

Report 64

Report Customer Success Net Promoter Score Roadmap 64

NetBase

MARCH 18, 2020

Our software allows you to identify what blogs, social media, and publications are saying about your organization so you can identify the most vulnerable areas or processes. From the Quid timeline view from March 2019 to March 2020 we can see that the volume of coverage around Corona Beer spiked in January of this year.

Social Media 52

Social Media Effort Score Analysis Advertising 52