ShepHyken

JULY 11, 2022

Time to Emphasise Real-Time CX Metrics by Ginger Conlon. In other words, It’s essential to understand the “why” behind the metric. My Comment: Here’s another excellent article on CX metrics. Here’s a question (and an answer): What metrics should we use to gauge success? Finally, this is an all-the-time consistent effort.

Customer Service 24

Customer Service Average Handle Time Metrics Social Media 24

Waypoint Group

JANUARY 14, 2015

” There are significant problems with these statements, many of which are well documented in a book called, The Flaw of Averages (Wiley, 2009) and also discussed briefly on this blog at [link]. But relying on one metric — tempting as it might be — will only provide you with one dimension.

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Waypoint Group

OCTOBER 17, 2019

Metrics to gauge product improvement plus customer experience and satisfaction. Founded in 2009 by Ken Lynch, Reciprocity is based in San Francisco. We needed feedback that is easy to share internally and with the right metrics to help us quickly identify what levers need to be pulled.”. Reciprocity, Inc. This is about feedback.

Customer Engagement 40

Customer Engagement B2B Engagement NPS 40

Retently

OCTOBER 19, 2018

According to a 2009 survey , over 2/3rds of marketing professionals admitted companies needed a CCO. If you’re not familiar with CX metrics, here’s a guide explaining everything you need to know. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES. CX survey questions. CX survey triggers.

Chief Customer Officer 90

Chief Customer Officer Customer Centricity Call Center Metrics 90

Amity

JANUARY 13, 2016

Since 2009, the popularity of customer success has increased 800%. Customer Success Metrics. We need to understand the basic metrics around customer success so that we can improve it. The problem is, the most obvious metric is actually one of the least useful: Churn % (Revenue and no. Churn is a trailing metric.

Customer Success 48

Customer Success Measurement Metrics Customer Satisfaction 48

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity Today Since the 2009 global economic downturn, companies have invested heavily in enterprise feedback management. For instance, if NPS® is above a certain threshold or average ratings are in a certain range, then managers’ interpretation is there’s no effort needed from them.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Amity

MARCH 24, 2016

Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. As well as the ability to bring Customer Health in as a metric to actually track what our retailers are doing. NPS is very important to us as well.

Customer Success 91

Customer Success Retail Chief Customer Officer Customers 91

Amity

FEBRUARY 8, 2018

Co-founded by Canadian entrepreneur Garrett Camp in 2009, Uber is evolving the way the world moves. I wanted to help develop the team to provide more proactive services as well as implementing new processes, and segment our restaurant partners based on the size of their business and success metrics on the app.

Customer Success 71

Customer Success Metrics Customers Feedback 71

SurveySensum

JULY 14, 2020

He founded Brainfood Consulting, an advisory and education service in 2009 and since then he is training professionals around the world on AI-Driven Customer Contact Strategies and Mobile-first customer service planning. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

West Monroe

NOVEMBER 29, 2021

American workers’ rates of daily stress, worry, sadness, and anger have been trending upward since 2009, according to Gallup. But this situation didn’t just come about during the pandemic. And these feelings translate into a burgeoning business issue. What might that look like?

Net Promoter Score 52

Net Promoter Score Healthcare First Call Resolution Survey 52

Clarabridge

MARCH 2, 2017

Some companies use metrics creatively. In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. A single score is more of a comfort blanket than it is a metric.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49

Clarabridge

MARCH 2, 2017

Some companies use metrics creatively. In 2009 as social media took hold, a new category emerged: “A person like yourself”. When customers share an NPS rating or a customer satisfaction score, it’s not so you can rank, benchmark or trend. A single score is more of a comfort blanket than it is a metric.

Measurement 40

Measurement Effort Score Net Promoter Score Social Media 40

TechSee

DECEMBER 5, 2017

Founded in 2009 with headquarters in Israel, Nanorep has been implemented by more than 200 enterprises across the globe, and was recognized in the 2017 UK National Innovation Awards. We have also seen an uplift in almost all of our success metrics along the customer journey.”.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116