How smart brands measure customer intelligence ROI
NOVEMBER 25, 2016
This raises the question: What is the ROI of customer intelligence and how do you measure it? Innovative companies use customer feedback to complement other measures of CX, including the Net Promoter Score , share of wallet and customer satisfaction surveys. Insight from Power Thinkers has resulted in measurable improvements in customer experience.
Why the Best Measure of Customer Value is the Value You Provide to Your Customers
NOVEMBER 8, 2016
The best way to start is to include your customers’ measures in your own measures. The post Why the Best Measure of Customer Value is the Value You Provide to Your Customers appeared first on Storyminers. It’s not easy trying to grow a business. Do you develop a new product, find a new market, or maybe pour money into advertising? What is it that the customer wants? .
Customer Experience Strategy: How to Measure the Immeasurable
MAY 5, 2016
We measure, measure, measure until we’re sure our agents are delivering the best call center outsourcing service for our clients’ requirements – and we have the data to back it up. As such, no matter which KPIs we choose to analyze, we’re essentially trying to measure the immeasurable. Call Center MeasurementsAt Blue Ocean, we’re all about metrics.
Is Net Promotor Score still the best metric for measuring Customer Satisfaction?
JANUARY 31, 2017
But that said, it begs the question: Is NPS still the most effective tool to measure true customer satisfaction and loyalty, accurately and reliably? Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.
Customer Experience Strategy: How to Measure the Immeasurable
Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers
Measuring What Matters: Choosing Metrics That Drive Performance
JULY 22, 2015
In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts. These BI programs frequently involve the purchase and installation of very high-end enterprise tools, supported by large databases.
How to Measure Customer Emotions
APRIL 20, 2016
Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. The NPS is an excellent way to measure the customer’s opinion of your Customer Experience as it predicts how likely they are to recommend you to others. I am sure we can all agree that none of us would recommend a product or service that we felt was a horrible experience! However, unless you measure your progress, you won’t know if you are. Write your own #MyMetric post here.
Measure Twice, Cut Once
APRIL 14, 2015
How well do you vet any process improvements or other changes within your organization before you make them? I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves. Well, measure twice, cut once reminds us of a few things.
Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!
MAY 23, 2016
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. There is usually one of those, whilst many businesses may be confident that they are indeed ‘measuring’ the Customer Experience, my overwhelming concern is that too many are doing so badly. However….
Measuring Marketing Effectiveness
FEBRUARY 19, 2015
However, another rich territory for seeing the benefit of multiple technical customer insight (CI) disciplines is the measurement of marketing effectiveness. One of the reasons for needing to call on the skills of two complementary CI disciplines, is the need to measure different types of marketing spend. The post Measuring Marketing Effectiveness appeared first on Think CX.
Which sales and service KPIs should we measure in the golden age of the customer?
JANUARY 5, 2016
Businesses today firmly believe that you can’t manage what you can’t measure. But for some contact centers, what to manage and what to measure are giant question marks. . The best way for customer service contact center operations to create and maintain superior customer experiences is to analyze customer data and measure successes and failures. Metrics, metrics, metrics!
How to Measure Customer Experience
MAY 29, 2016
There are a few tried and true tools in the industry that can give a pretty accurate measurement of customer experience. Learn which are right for your customer care program
Measuring CX in a Different Way at EchoPark
MARCH 19, 2015
In the last of our series on EchoPark, Marti Eulberg talks about a non-traditional dialogue approach to getting customer feedback. Full disclosure here – MaritzCX does EchoPark’s CX program. That being said, the approach is one that we are baking into more of our CX programs. The focus is shifting from a survey process that. View Article
NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?
MARCH 24, 2016
There is an abundance of metrics out there that can measure the quality of your customer support. When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers. CSAT and CES are closely related because they measure two vital things at the beginning of the support journey. The same applies for CES, too.
Speed isn’t everything: what to measure when scaling your support team
AUGUST 25, 2015
Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential. Speed is easy to manage and measure. Here’s what to avoid when using AHT to measure your support team’s performance: 1.
Be a Customer Experience Leader. Measure the Right Way.
NOVEMBER 17, 2016
If not, you’re probably not measuring in the right way. To achieve your goals, you’ll need to measure the fine-grained elements of your customer interactions. But simply measuring your speed (the outcome) won’t tell you what - or how - to improve. This requires measuring and optimizing the fine-grained elements of your customer interactions - and doing so at least monthly.
The Transparent Customer Experience: how measurement can benefit both company & customer
MAY 11, 2016
It is impossible to go online these days without seeing some form of ‘customer driven measurement’. Whilst there will always be some who are cynical of online reviews (as to the genuine nature of them), I think that any form of publicly available measurement can only continue to help put the customer at the heart of business decision making. It was very real.
Measure Emotions In Customer Experiences To Improve Loyalty
MARCH 9, 2016
In a recent episode of CX Cast, I spoke about how to measure emotions in customer experience. For detailed insights, check out my report How To Measure Emotion In Customer Experience (subscription required). Early on in my research, I found that most current CX measurement programs don't quantify customers' emotions. Measuring emotions -- and making sense of all of the tools and methods that claim to do just that -- is hard. But you can learn a lot from organizations that measure emotions in customer experience. 1. Listen to the podcast below. Read more.
Measure the Leading Indicators of a Stronger Service Culture
Up Your Service
SEPTEMBER 20, 2015
So what is the first thing you can measure to see if your service culture is getting stronger? But is there something you can measure even earlier to see if your culture of service improvement is improving? Finally, a third contest was launched to measure “Value Created for Customers”. Measuring ROI in Service Improvement” Take a look! Higher profits? No again.
CXEvolution: Implement CX Measurements While There is Still Time
MARCH 1, 2016
Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article
What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes
JULY 2, 2016
Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.].
How to Embed a Customer Experience Framework
JANUARY 17, 2017
ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Voice of the Employee measurement. In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Key Questions, Tools, and Competencies.
Measuring the Impact of Social Media
JANUARY 24, 2012
There are many ways to measure the success of social media at an organization. Measuring the gains. There is more than one way to measure the gains from social media. However, the fact that social media is a web-based activity gives companies (especially those in the Business to Consumer space) the opportunity to measure actual product purchases coming from social media.
Measuring Customer Health: A Guidance and Feedback System
MARCH 2, 2016
One of the keys to success is being able to monitor and measure the health of your customers. The monitoring and measurement of customer health is a guidance and feedback system that provides companies with a structured and disciplined approach to customer success. So how do companies monitor and measure their customer health?
How Measuring Customer Returns Leads to Higher Profitability
MARCH 31, 2016
In this post, I’ll share some of what I learned from their book and my own experience of implementing programs to measure and improve ROC. Measuring ROC helps you to quantify the potential impact of increasing customer happiness, reducing churn, or driving more referrals. This led me to the discovery of a book by Don Peppers and Martha Rogers , called, Return on Customer. Voila!
7 Steps to Dynamic Customer Experience Measurement [Forrester Report]
APRIL 21, 2016
Perhaps, your company’s leadership has recently learned that they, like many others, are likely losing millions in revenue because they lack a sophisticated way to measure the customer experience. According to a recent Forrester report , most companies are making the same three mistakes when it comes to customer experience: Failing to regularly measure CX quality. Be transparent.
Why great CX measurement is invaluable to retailers — BloomReach (video)
OCTOBER 27, 2016
The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee. Analytics & Measurement Insights Retail BloomReach CX measurement Dan Chester ForeSee in the news Interview videoWatch ForeSee VP of Retail Sales Dan Chester do just that in this interview with BloomReach.
Choose a Measurement to Improve Customer Experience
JANUARY 6, 2016
have a suggestion: measure something. Picking a measurement can help. But when you choose a measurement, make sure it’s actionable. Does it matter what you measure? beacon to measure against as you work to improve customer experience. If you're looking for some more information about measurement, then click on the image above to download our free ebook.
How SaaS Companies Can Benefit from NPS Measurement
APRIL 11, 2016
According to Dana Severson , Director of Marketing at Promoter.io , the most powerful and comprehensive tool built to help companies measure loyalty and customer sentiment using the Net Promoter Score (NPS). Benefits of NPS measuring. The post How SaaS Companies Can Benefit from NPS Measurement appeared first on LiveChat. Priceless feedback. Reduce churn. How great is this?
6 Metrics to Measure Your Customer Service Knowledge
FEBRUARY 12, 2016
For those looking to start measuring the effectiveness of this important service foundation, here are six metrics to consider when it comes to knowledge: 1. This metric should not be used as the only measurement for customer service knowledge effectiveness. 2. Customer Measurement should take into account both the rating level and the number of ratings. 3. Thanks!
Customer Journey Management – it’s not just about the mapping!
FEBRUARY 6, 2017
Have you implemented a measurement system that captures customer perception (voice of the customer) of the end to end customer journey(s)? Have you implemented a measurement system that captures employee perception (voice of the employee) of the same end to end customer journey(s)? As a result, the Customer Experience discipline is most definitely NOT a tick, or check box exercise!
Selecting the Right Customer Loyalty Measures for your CX Efforts
MAY 16, 2016
Consequently, how you measure customer loyalty will necessarily impact the insights you get from your customer experience analytics. In today's post, I will talk about two important measurement factors you must consider when selecting your customer loyalty metrics. So, when considering your CX measurement plan, be sure you consider what type of loyalty you want to measure and manage.
Is Tech #CX Measuring Up?
NOVEMBER 4, 2015
From a blog post at Packet Design where I responded to questions about how how tech companies can improve their customer care efforts. Specific responses to questions such as: What is the state of the customer experience in enterprise technology? How are enterprises handling the challenges of managing the customer experience as the ways [.]. Customer Service
How do you measure customer loyalty? Let me count the ways.
Forrester's Customer Insights
SEPTEMBER 19, 2014
In each conversation I asked a variation of the question "How do you define and measure customer loyalty?" " And what struck me is that while many companies define loyalty using various terms like share of wallet, length of relationship, engagement, and customer value, they often measure it using only transactional metrics. Now, there are various reasons for this.
Why omnichannel measurement is the holy grail of customer experience
SEPTEMBER 28, 2016
The post Why omnichannel measurement is the holy grail of customer experience appeared first on ForeSee. Omnichannel Retail CX measurement omnichannelMost brands still view the customer experience as the sum of individual, independent parts: a website, a mobile site, an app, a call center, a store or a branch.
No Change, No Gain: Stop Your Siloed Approach to Digital Measurement
Forrester's Customer Insights
APRIL 12, 2016
The number of tools, technologies, and techniques for measuring digital customer experience has exploded, but many firms continue to build out their growing capabilities in separate silos, such as campaign measurement, web analytics, mobile, social listening, voice of customer, online testing. My colleague James McCormick and I have just published a report that lays out the full range of metrics of a mature digital intelligence measurement framework (see figure below). How many of these measurements do you work with today? Take a look. This can't continue. Read more.
Measuring the Value of Market and Customer Intelligence
JUNE 1, 2015
We received a call the other day from a marketing executive at a company that wanted to explore conducting market research and how to measure its value. To gather intelligence they have relied primarily on second-hand information from conversations their sales, service and implementation teams have with prospects and customers, and direct input while at [.]. Customer Focus Marketing Sales Small Business Social Business
Customer Journeys: Easy to Define but Hard to Measure
FEBRUARY 16, 2016
They consume content, comparison shop, make purchase decisions and share their opinions where and when it best serves them: on websites, in stores, at call centers, The post Customer Journeys: Easy to Define but Hard to Measure appeared first on ForeSee. Shoppers are migratory creatures. Customer Experience Analytics Customer Experience Research Omnichannel
How to Measure CX In the Contact Center the Right Way
MAY 10, 2016
What are some good metrics that companies use today to measure the contact center customer experience? A few come to mind that I hear prospective clients mention often before they. The post How to Measure CX In the Contact Center the Right Way appeared first on ForeSee. Contact Center Customer Satisfaction customer satisfaction VOC