GetFeedback

OCTOBER 3, 2018

Dreamforce 2018 was a blast from start to finish. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket. The post A Look Back at Dreamforce 2018 appeared first on GetFeedback Blog. Last week, we joined nearly 200,000 Trailblazers for 4 days of learning and exploration. The countdown has begun.

Survey 150

Survey Measurement Customer Success Metrics 150

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018?? That’s what we asked each of them: How do you see the future of customer experience??

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

AskNicely

AUGUST 29, 2018

Getting the most value out of your NPS program is more about first having a winning process , which then unlocks those optimal metrics. Traditionally, NPS was viewed as a boardroom-only metric. The post NPS Benchmarks for 2018: How Do You Compare? Adoption of NPS. How are they taking action on feedback to get results?

NPS 150

NPS Net Promoter Score Metrics Culture 150

CloudCherry

OCTOBER 25, 2018

The North Star Metrics for CX Buy-in. Everyone on the panel was committed to the idea of keeping metrics simple and at the forefront of everyone’s minds. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes. Aligning the CX philosophy.

CEM 170

CEM ROI Metrics Call Center 170

Experience Matters

JANUARY 8, 2018

We just published a Temkin Group report, Lessons in CX Excellence, 2018. The post Report: Lessons in CX Excellence, 2018 appeared first on Customer Experience Matters®. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report: Highlights specific examples of Read More.

Report 145

Report B2C B2B Groups 145

BlueOcean

FEBRUARY 14, 2018

In our humble opinion though, it’s a good idea to check in every now and again to examine the state of social customer support and dig into the trends and opportunities that have the potential to improve customer care in 2018 and beyond. And finally, you need 2020 metrics – not 2016 metrics. What does that mean?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

CloudCherry

DECEMBER 1, 2018

The North Star Metrics for CX Buy-in. Everyone on the panel was committed to the idea of keeping metrics simple and at the forefront of everyone’s minds. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes. Aligning the CX philosophy.

CEM 150

CEM ROI Metrics Call Center 150

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ?

Metrics 88

Metrics NPS Trends Financial 88

CX Journey

JANUARY 2, 2019

Image courtesy of Pixabay What was on the minds of CX professionals in 2018? It 's fun to see what was interesting for you - my audience - to read in 2018. 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!) I'm sure you can think of others.

Employee Engagement 94

Employee Engagement ROI Metrics Omni-Channel 94

Experience Matters

JUNE 4, 2018

The post Report: What Happens After a Good or Bad Experience, 2018 appeared first on Customer Experience Matters®. Download report for $195 Here are some highlights: About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries.

Report 185

Report Study Industry Interaction 185

CX Journey

FEBRUARY 27, 2019

It was published on their blog April 19, 2018. I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. Also, is your company metrics-focused or experience-focused ?

Metrics 80

Metrics NPS Trends Financial 80

BlueOcean

DECEMBER 17, 2018

In 2018, that number has skyrocketed to a massive $1.1 It may be that a reduced incident rate will be more important than a reduced average length of a phone call, so adjust your metrics as necessary. The post Deck the Halls 2018: Coping with Peak Season Holiday Spikes in the Contact Center appeared first on.

Contact Center 136

Contact Center Gamification Retail Course 136

Vonage

APRIL 12, 2018

This philosophy provided the inspriation for his opening keynote – and rap performance – at Pulse 2018, Gainsight’s annual conference for Customer Success professionals to share best practices, learn about new developments and network with peers in the industry. This new mindset requires businesses to question how they measure success.

Customer Success 120

Customer Success Contact Center Conference Sports 120

Comm100

JUNE 13, 2018

Metrics and Measures. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure. The standard metrics and KPIs we’re all used to still have a place, it’s just all about ensuring that they don’t take the place of the human touch!

Customer Service 102

Customer Service Airlines Call Center Metrics 102

C3Centricity

AUGUST 20, 2017

Do you know how you’re going to beat the competition in 2018? ” To quote a comment in the excellent book Marketing Metrics, from the Wharton School Collection, by Paul W. Do you know which area offers you the biggest chance of beating the competition in 2018? If not, then why not answer our short quiz.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

ClientSuccess

SEPTEMBER 27, 2018

As we near the end of 2018, it’s the perfect time to look back on what we’ve experienced so far this year in customer success. To help you sort through the noise and focus your strategy, we’ve compiled a list of some of the top trends from 2018 that your team should get a jump on. Building a Company Culture of Customer Success.

Trends 74

Trends Customer Success Effort Score ROI 74

Retently

JULY 17, 2018

Satmetrix NICE 2018 average NPS by industry report. The most important aspect of NPS that many companies miss is that the number is just a metric. 2018 NPS Report Update) appeared first on Retently. If you are in healthcare, you shouldn’t compare yourself to a company that provides Internet services.

Net Promoter Score 167

Net Promoter Score NPS Report Customer Satisfaction 167

Survicate

MAY 16, 2019

We found 5 Customer satisfaction metrics which you should apply to your strategy to deliver the best results for your Customer service, especially in SaaS companies. Moreover, when using Customer satisfaction metrics, you have your finger on the pulse. At the beginning of 2018, the NPS score of this company is 69.

Customer Satisfaction 79

Customer Satisfaction Metrics Effort Score Net Promoter Score 79

ShepHyken

SEPTEMBER 17, 2018

Are Your Customer Experience Metrics Setting You Up For Success? What metrics are you using to determine if your CX efforts are working? Customer Experience Metrics, Through a New Lens by Diane Gordon . The post 5 Top Customer Service Articles for the Week of September 17, 2018 appeared first on Shep Hyken.

Customer Service 82

Customer Service Automotive Metrics Loyalty 82

Oracle

FEBRUARY 26, 2018

Now, in 2018, the excitement that surrounded big data has worn off. What will define 2018 are those tools and technologies that look beyond big data and start to develop much more fluid, qualitative, and ultimately human insights into how and why people shop. appeared first on SmarterCX.

Analytics 90

Analytics Data Fashion Retail 90

Comm100

DECEMBER 1, 2017

2018 is just around the corner, which means that companies around the world are planning (or have already planned) their business goals for next year. CCW Digital, in their latest Winter Executive Report, studied a wide range of organizations to discover the most popular goals and strategies for call centers in 2018. 2 for Companies.

Contact Center 104

Contact Center Report Customer Journeys Customer Centricity 104

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“Among all customers, 73% point to experience as an important factor in their purchasing decisions, behind price and product quality.” ( PWC, Consumer Intelligence Series, Experience is everything: Here’s how to get it right, 2018 ) So your first step is to understand WHY most people in your organization are actively trained NOT to think this way.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Up Your Service

SEPTEMBER 22, 2018

Service Council’s 2018 Smarter Services Symposium was held in Chicago with 250 delegates representing 100+ service organizations all gathering under the theme: “Service is Humanity”. Metrics that don’t support these outcomes are losing their power while measures of attitude and interest are rising.

Trends 74

Trends Measurement Competitive Advantage Metrics 74

Perceptive

NOVEMBER 11, 2018

In order to measure your whole brand, you need to find the right metrics to measure brand health in order get a holistic view, as opposed to measuring isolated metrics that may not present the whole picture.

Metrics 40

Metrics Brands Measurement 40

Cyara

APRIL 16, 2018

Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. Xchange 2018 was also a great opportunity for us to hear from several industry thought leaders.

Conference 52

Conference Industry Customer Experience Company 52

Lithium

AUGUST 8, 2018

Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved. NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. Social Support Champion. ROI, sales revenue).

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved. NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. Social Support Champion. ROI, sales revenue).

B2C 40

B2C Social Media B2B Brands 40

Lithium

AUGUST 8, 2018

Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved. NEW IN 2018: B2B Community Innovator. NEW IN 2018: Industry MVP. Social Support Champion. ROI, sales revenue).

B2C 40

B2C Social Media B2B Brands 40

Vocalabs

MARCH 30, 2018

Why are we so obsessed with metrics? Fri, 2018-03-30 16:50. Next week our local chapter of CXPA will be hosting a session called "Battle of the Metrics." If there's one thing that can spark a lively discussion among Customer Experience professionals, it's someone who takes a strong stand for or against any particular metric.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

Vocalabs

MARCH 30, 2018

Why are we do obsessed with metrics? Fri, 2018-03-30 16:50. Next week our local chapter of CXPA will be hosting a session called "Battle of the Metrics." If there's one thing that can spark a lively discussion among Customer Experience professionals, it's someone who takes a strong stand for or against any particular metric.

Metrics 48

Metrics Entertainment Measurement Customer Experience Professionals 48

Clarabridge

MAY 9, 2018

Breaking it Down with Best Practices and Brecht: C3 2018 Day 1 Recap. The post C3 2018 Day 1 Recap appeared first on Clarabridge. Our tenth annual Clarabridge Customer Connections Conference (C3) event kicked off Tuesday morning in the nation’s capitol at the Gaylord National Convention Center, right in Clarabridge’s backyard.

CEM 40

CEM Roadmap Contact Center Conference 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

SEPTEMBER 20, 2018

It’s time to party and celebrate our 2018 Lithy finalists! Our 2018 Lithy finalists are: Digital All-Star. Include the campaign goal, strategy, target audience, success metrics and the social technology that powered the campaign. This category requires the company to include metrics to showcase the results achieved.

Social Media 40

Social Media B2C B2B Metrics 40

Lithium

AUGUST 30, 2018

Read our non-competitive “Lithy 2018 submission” below. After you are finished with ours look at all the other Lithy 2018 entries , read through them and learn something - don’t forget to vote for the ones you like. Lithys 2018: Lithium – Lithosphere Digital Design Excellence. How did you execute your design?

Innovation 40

Innovation Resources Connections Metrics 40

Lithium

AUGUST 30, 2018

Read our non-competitive “Lithy 2018 submission” below. After you are finished with ours look at all the other Lithy 2018 entries , read through them and learn something - don’t forget to vote for the ones you like. Lithys 2018: Lithium – Lithosphere Digital Design Excellence. How did you execute your design?

Innovation 40

Innovation Resources Connections Metrics 40