Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). The data from selected content are then carefully curated to ensure accuracy in the JCR metrics, together with a wide body of descriptive data. Visit the Journal Citation Reports website to explore all available data, metrics and analysis.

Report 141

Report Metrics Comparison Conference 141

Daniel Group

NOVEMBER 30, 2022

– The Daniel Group 2022 Client Conference. how to use CX metrics most effectively. His latest book, Winning on Purpose, outlines the Earned Growth Rate metric, a simple metric that allows you to track the revenue you earn from excellent customer experience. Use videos, photos, blogs, and newsletters.

Conference 98

Conference Groups NPS Net Promoter Score 98

Daniel Group

DECEMBER 15, 2022

One major highlight from 2022 was our client conference with Fred Reichheld as our keynote and special presenters: Bryan Gregory, Carter Machinery Denise Herrera-Wieters, HOLT CAT Carol Tesarek, Equipment Depot Marty Yuzwa, Ohio Machinery My recent blog highlights what we learned to improve CX at the conference.

Loyalty 52

Loyalty Conference Groups Metrics 52

Lithium

FEBRUARY 1, 2022

Some blog areas are limited to Khoros customers only. Titans] How the Cisco Meraki Community Uses Blogs Thinking about using blogs in your online community? What are the most valuable community metrics? Our own Atlas community manager, , has compiled resources to advance your skills along with ways to share appreciation.

Tips 52

Tips Engagement Metrics Groups 52

Lithium

DECEMBER 6, 2022

Some blog areas are limited to Khoros customers only. Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Khoros Marketing Release Notes, October 2022.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Optimove

APRIL 2, 2024

We looked back at 2022 World Cup data to identify new player patterns and behaviors and identified five points: Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more 1. It’s also a huge opportunity for operators. For more insights on Optimove and Opti-X, request a demo.

Gamification 59

Gamification Sports Engagement Strategy 59

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

Lithium

JANUARY 20, 2022

Read the Community Manager Burnout blog , with some time-management tips that every social media and community manager should know. The Guide to Success Rate: The CX metric you absolutely need. The top 4 customer engagement trends for 2022. Snack Breaks & Hot Takes: Community Benchmarks for 2022. CX Confessions.

Resources 52

Resources Social Media Case Study Video 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? In this article, we share three Customer Success trends to look out for in 2022: NRR becomes red hot (watch out). Twenty years ago, when I did my first big round of funding for a different company, NRR was an “Oh, by the way” metric. NRR is one of the top metrics CCOs need to know.

Customer Success 97

Customer Success Metrics Customers Trends 97

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.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Stella Connect

DECEMBER 9, 2021

’ The experiencing self is you reading this blog – but what will you remember from reading this blog? Researching to determine what customers want from your service team can help you choose which emotion you want for your experience that will ultimately move the needle on whatever metric your company measures.

ROI 85

ROI Customer Service Customer Satisfaction Loyalty 85

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Published on: August 19, 2022. However, many contact centres focus more on alternative metrics such as Net Promoter Scores and CSAT.

Net Promoter Score 106

Net Promoter Score B2B Metrics Interaction 106

2020 Research

NOVEMBER 9, 2022

In this Article: Consumer Trends for 2022 Holiday Shopping: Spending Less, Spreading Costs. Consumer Trends for 2022 Holiday Shopping: Spending Less, Spreading Costs. This could result in a $30 billion drop in consumer spending or a 14 percent reduction for 2022 compared to 2021. Quantitative Research. Qualitative Research.

Trends 52

Trends Brands Marketing Consulting 52

Stella Connect

NOVEMBER 23, 2021

While we can hope that some of the urgency and chaos that we’ve experienced as a result of the COVID-19 pandemic may dissipate in 2022, the true value of customer experience is only going to grow, no matter what comes next. 6 Key Customer Service Priorities for 2022. #1: 1: Measuring Real-Time Customer Experience.

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

COPC

FEBRUARY 6, 2023

2022, Employee Engagement Research Series, Global Report Figures show Top-Two box job satisfaction on a five-point scale, bucketed by frequency of coaching. 2022, Employee Engagement Research Series, Global Report We found that organizations report very few metrics to frontline staff frequently.

Management 81

Management Employee Engagement Metrics Contact Center 81

Engine Insights

JANUARY 27, 2022

With engagement metrics and insight, you can better position your brands and create effective messaging to propel your brand forward. When it comes to brand communication and marketing, creative efforts and strategy can often feel like a shot in the dark.

Travel 87

Travel Consumers Metrics Brands 87

Stella Connect

DECEMBER 2, 2021

Wondering what the top drivers of customer sentiment , purchase decisions, customer reviews, customer satisfaction and customer experience will be in 2022? Keep reading to find out the four biggest customer service trends for 2022. . Top Customer Service Trends for 2022 You Need to Know. Customer patience is a finite resource.

Trends 52

Trends Customer Service Data First Call Resolution 52

SurveySensum

OCTOBER 12, 2022

Top 10 Jotform competitors & alternatives in 2022. Top 10 Jotform competitors & alternatives in 2022. FAQ, live chat, blogs. Self-help blogs, community forums, 24×7 online support for the paid plan . Why is Jotform so popular? Reasons to look for a Jotform Alternative. SurveySensum. Google Forms. Zoho Forms.

Survey 52

Survey Chatbots eBook Feedback 52

Lumoa

APRIL 7, 2022

A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. This blog post will discuss NPS benchmarks and look at why NPS is so essential to overall customer success. An NPS is calculated by subtracting the percentage of detractors from the percentage of promoters. How can you improve your NPS?

NPS 208

NPS Net Promoter Score Industry How To 208

Lumoa

APRIL 28, 2024

If you’re reading this blog post, you are probably one of them. Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Medallia expanded its capabilities with its acquisition of Mindful , the global leader in contact center callback technology in 2022.

Self Service 208

Self Service Customer Journeys Analysis Feedback 208

Lithium

NOVEMBER 1, 2022

Some blog areas are limited to Khoros customers only. Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Optimove

DECEMBER 30, 2021

Thank you for being here and thank you for our longggg lists of fantastic clients, partners, and employees – who all contribute massively to this blog. What is it really about: you know how Apple is no longer showing you some email metrics, including open rates? So, there was a lot to write about. Here’s to next year’s list!

CRM 52

CRM Metrics Marketing Measurement 52

BirdEye

FEBRUARY 15, 2024

In this blog, we’ll delve into the latest online review trends, insights, and strategies to help you paint a detailed picture of consumer behavior and use it to your advantage. 79% of reviews included comments, an increase from 73% in 2022. There was an 18% decrease in reviews without ratings compared to 2022.

Automotive 109

Automotive Healthcare Hospitality Retail 109

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. In Hubspot’s 2022 State of Service Report, 85% of the customer service agents agreed customers are more likely to share both positive and negative experiences.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. There was the realization that […] net revenue retention is the most important metric you can have and you better focus on that.”. You Mon joined the CHURN.FM

ROI 98

ROI B2B B2C Metrics 98

kommunicate

NOVEMBER 15, 2022

Last Updated on November 15, 2022 Zendesk Chat is a live chat solution that helps enterprises boost sales conversions through lead engagement. Its powerful analytics and reporting modules help businesses gain actionable customer insights through metrics and attributes for Zendesk chat. Metrics are measurable values, like [.].

Metrics 17

Metrics Analytics Measurement Customer Insights 17

Daniel Group

MAY 12, 2022

Welcome to the May 2022 edition of Success Strategies. In my recent blog, Great Customer Experiences: The Key to Business Growth , I discuss the connection between great CX and business growth. For example, your CX metrics are only be used for bonuses. Grow your Business Exponentially by Improving your Customer Experience.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

AWS Machine Learning

MARCH 1, 2023

Based on the quality metrics for the existing and new model versions, you set the active model version to be the version of the flywheel model that you want to use for inference jobs. Admin:~/environment $ aws s3 cp s3://aws-blogs-artifacts-public/artifacts/ML-13607/custom-classifier-complete-dataset.csv.

Analysis 69

Analysis Training Metrics Resources 69

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Does it spell doom for your business?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Horizon CX

MARCH 10, 2023

Many articles, blogs, consulting hours, and attention have been invested with this in mind. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict. Yet does the evidence support this?

NPS 130

NPS System Meeting ROI 130

Optimove

AUGUST 17, 2022

From collecting and using zero- and first-party data appropriately, measuring the right things (and moving away from vanity metrics like “opens” and “clicks”), mastering micro-segmentation, trusting AI, and pushing your teams to more automation and less gut-based campaigns ideation. The post Your Next Big Opportunity?

CRM 52

CRM B2C eBook ROI 52

CX University

MARCH 18, 2024

How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth. 2022, October 19). 2022, December 13). 2022, December 13).

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. If there’s one thing we learned from the 2022 Customer Success Leadership Study , it’s that businesses need to invest more in the growth of their CS organizations. In 2022, 21.7% That’s Finance.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Optimove

DECEMBER 7, 2023

Drawing on data we collected during the 2022-23 holiday shopping season, we have unwrapped some key insights to help you transform this season’s new shoppers into customers for life. Among customers who initially bought only one item during the 2022 holiday season, only 16% proceeded to place a second order.

Loyalty 75

Loyalty How To Gamification Policies 75

COPC

JUNE 9, 2023

Welcome back to our Balanced Scorecard Blog Series! By fostering a collaborative approach and consistently evaluating the metrics within your scorecard, you pave the way for informed decision-making and drive performance improvements across your organization. Global Employee Engagement Research Report 2022 a.

Management 52

Management Effort Score Metrics Average Handle Time 52

Totango

MAY 17, 2023

Interestingly, our Totango 2022 CS Industry Report revealed 44% of CS departments reported spending around a quarter of their time collaborating with marketing, a 17% increase from the previous year. 31% of CS teams also reported spending up to half of their time with sales.

Sales 107

Sales Marketing Sports Customer Journeys 107

AWS Machine Learning

MARCH 6, 2024

As shown in the following table, many of the top-selling drugs in 2022 were either proteins (especially antibodies) or other molecules like mRNA translated into proteins in the body. Name Manufacturer 2022 Global Sales ($ billions USD) Indications Comirnaty Pfizer/BioNTech $40.8 Top companies and drugs by sales in 2022.

Training 97

Training Examples Data How To 97