Calabrio

NOVEMBER 18, 2015

This means that WFO programs in the contact center are a key ingredient impacting the overall service delivery efforts, as well as customer satisfaction,” notes a report on workforce optimization (WFO) analytics by Omer Minkara of The Aberdeen Group in 2014. Customer engagement and analytics software yield measurable benefits.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Education Services Group

FEBRUARY 3, 2021

Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. By factoring these community interactions into your customer health scores, you can nip churn in the bud. When 72% of U.S. The untapped potential of community platforms. A foundation for customer loyalty.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

CX Journey

APRIL 19, 2016

of companies do not measure the employee experience. Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) Sadly, many companies still aren't focusing on the employee experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

ChurnZero

OCTOBER 30, 2020

In-product onboarding also affords CSMs more time to focus on the work that makes the greatest customer impact and return on effort. “I Customer Success (as measured by satisfaction) will be the most predictive indicator used by private and public investors to value businesses,” says Abel. Godard Abel CEO and Founder, G2. . . .

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Thematic

DECEMBER 5, 2018

A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Once you know why your happy customers stay and why some leave, you can take the right measures to keep the right customers.

Customer Retention 96

Customer Retention Analytics Data Strategy 96

Avaya

OCTOBER 10, 2016

There may be no greater indicator of a company’s value in the eyes of its customers than its Net Promoter Score (NPS)—a measure of the willingness of a customer to recommend a company’s products or services to others. Avaya knows the effort and investment it takes to make even the most incremental improvements.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Roadmap 40

Retently

AUGUST 22, 2018

In this article, we explore how Net Promoter Score® and data analytics can be used to dig deeper into customer issues and deliver better experiences. But, despite all the efforts being made, the industry still falls behind in delighting customers and delivering favorable experiences. The 2014 US Consumer Airlines study.

Airlines 92

Airlines Customer Satisfaction NPS Net Promoter Score 92

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bruce authored many of Forrester’s most popular research reports.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Bruce authored many of Forrester’s most popular research reports.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

delighted

APRIL 5, 2019

Taking the next step to delve into the customer experience with your products or services is about interpreting this data in a functional way, and not solely reporting it in graphs and charts. Once these appropriate changes have been put in place, measure the results of your actions to make sure you’re making the right decisions.

Feedback 44

Feedback Customer Experience How To Effort Score 44

CSM Practice

MARCH 13, 2020

Proactive Measures to Mitigate Churn Before an Executive Sponsor Leaves. Single-threaded relationships create a single point of failure and if the executive sponsor leaves, all preliminary advocacy efforts have to be done all over again. Your CSMs perceived relationship connection should also be factored into your health score.

Multi-Channel 82

Multi-Channel Effort Score Customer Success Customers 82

Waypoint Group

FEBRUARY 4, 2016

A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical. We frequently propose this method throughout the customer feedback effort. Therefore, if you truly want to measure the strength of a B2B relationship, census (not sample) matters.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Qualtrics

JANUARY 24, 2020

While budget levels are at their lowest since 2014, marketing marketing teams remain optimistic about budgetary growth in the years ahead according to Gartner. These staggering numbers mean businesses have to work harder than ever for their marketing efforts to breakthrough. Creative Testing. Creative Tip.

Marketing 22

Marketing How To Effort Score Analysis 22

Amity

OCTOBER 31, 2016

Over time I was able to build a relationship with Randy to the point that in 2014, just as he was looking to build out the Customer Success team, he happened to give me a call. And that mentality was already built-in when I joined the team in 2014. It keeps me on my toes.

Customer Success 0

Customer Success Customers Metrics Sales 0

Grade.us

JUNE 2, 2020

True private/white-label options for agencies and resellers, we even create private-labeled widgets, reports, and whitepapers you can use to grow your business. Fully white-labeled options mean you can schedule recurring reports to ship to clients or staff via Web, PDF, and CSV. Net promoter scores. Support options.

Software 47

Software Management Net Promoter Score Multi-Channel 47

SmartKarrot

JANUARY 18, 2022

A report from Bain & Company predicted that “Indian SaaS companies will reach $30 billion in revenue by the year 2025”. The report also highlighted that the spending in space went up to 170% in 2020. This allows a business to make use of end-to-end services without wasting time and effort on data pipelines and analytics.

Company 11

Company e-support Customer Journeys CRM 11

Experience Matters

OCTOBER 14, 2014

One of the first thing Steve did was reorganize around CX, carve CX out of different business units and put them together in one unit with a General Manager who reports directly to him. Related: State of CX Management, 2014 ). Related: Customer Effort, Net Promoter, And Thoughts About CX Metrics ). Engage your channel partners.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Currency Alliance

APRIL 11, 2018

As consumer marketing agency C Space puts it in their 2017 report, “Unlocking Customer Inspired Growth,”. There are countless examples of brand confidence/paranoia having a measurable impact on customer loyalty. The average person today scores better [on IQ tests] than 98% of people a century ago. This really turns people off.

Consumers 45

Consumers Brands Loyalty Effort Score 45