Russel Lolacher

MARCH 2, 2021

In BC, I’m the public service director responsible for the government social media customer care for our ministry, but my dad still doesn’t understand what I do. Our customers are comparing us to the last great customer experience they had, not other government agencies. “Yes, but what do you do? Thanks, Dad.

Social Media 52

Social Media Government Customer Care Transportation 52

GetFeedback

MAY 8, 2019

Case Closed CSAT is the most valued metric among service teams. Hundreds of companies, including large enterprises, small businesses, nonprofits, and government agencies, shared how they collect and utilize customer service feedback to make a long-lasting impact. Case Closed CSAT is the most valued metric among service teams .

Trends 268

Trends Customer Service Comparison Metrics 268

BlueOcean

OCTOBER 23, 2023

Detail roles and responsibilities, policies, and measurements. Agent Workforce An outsourcer’s ability to attract and retain the right people for your brand and your service requirements is essential. Describe your employee engagement strategies and measurement processes. and outline your approach to new hire training.

Customer Care 177

Customer Care Contact Center Comparison Employee Engagement 177

COPC

OCTOBER 31, 2022

Your vendors are an extension of your brand. Reimagining how you think about governance models, vendor manager skillsets, role expectations, measurements, and levels of oversight will help you navigate the changing nature of outsourcing. Implement governance models and levels of oversight that make sense.

Management 79

Management Government Contact Center Metrics 79

CSM Magazine

DECEMBER 4, 2023

As businesses increasingly prioritize the incorporation of environmental, social, and governance (ESG) initiatives into their daily operations, many executives are rightfully pondering not only the moral implications of responsible ESG practices but – perhaps more importantly – how to quantify their impact on corporate financial performance (CFP).

Financial 105

Financial Analysis Government Healthcare 105

BlueOcean

MAY 5, 2023

The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. How do they measure success? What metrics and KPIs are important to you as you measure the success of your customer care program?

Customer Care 156

Customer Care Contact Center Comparison Government 156

Maru Group

AUGUST 3, 2020

We evaluated Uber rideshare experiences and kept the study in context to respondents’ overall customer experiences with the brand over the past several months. Conducting qualitative research with customers to understand which aspects of the relationship need to be evaluated and how they can best be measured to ensure they are actionable.

Brands 52

Brands Government Study Metrics 52

Upwave

NOVEMBER 21, 2022

Waiting for post-campaign research reports–and hoping a campaign achieved success against your Brand KPIs–is no longer acceptable. In the past, agencies and media partners optimized their media to improve direct response metrics, and then research teams were forced to back into a compelling post-campaign brand story.

Brands 26

Brands Comparison Case Study Healthcare 26

Experience Investigators by 360Connext

JANUARY 5, 2021

You know the brands that do customer culture well. Sometimes the customer-focused “way” is seen as a brand within a brand. It’s not enough to say it – how is your brand living it? The brands with the most effective brand cultures are also the ones who use their customer-focus as a factor in their decisions.

Customer Centricity 190

Customer Centricity Culture Customer Journeys Government 190

ECXO

JUNE 11, 2023

It leads to improved risk management and brand reputation. Figure 2 It provides the building blocks to help companies on their way, as well as measure and manage their progress during the journey. Their performance can be measured in quantity (output) and quality (impact). What gets measured gets done!

Customer Experience 121

Customer Experience Customer Centricity Competitive Advantage Government 121

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customers who stay longer with your brand also spend more with your brand. Loyal customers are more valuable to your brand. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. Here are a few leading measurements to try.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. Even total quality icon W.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Experience Investigators by 360Connext

JULY 20, 2021

93% of CX leaders surveyed by McKinsey reported using a survey-based metric as their primary means of measuring CX performance. But only 6% of them had confidence that their measurements helped them make better strategic and tactical decisions. Serious investments are made into HOW organizations listen to customers.

Customer Journeys 361

Customer Journeys Social Media Feedback Survey 361

Totango

AUGUST 25, 2022

Then, we’ll dive into how customer engagement is measured and which key performance indicators (KPIs) are important, a topic further discussed in this excellent post by Matrix Partners serial entrepreneur and venture capitalist David Skok. The key metric here is churn. How Is SaaS User Engagement Measured?

Customer Engagement 98

Customer Engagement Engagement Tips Strategy 98

NobelBiz

MARCH 12, 2024

CXM has completely revolutionized how brands engage with their customers. Unified CXM involves building, analyzing, and maintaining a cohesive branding strategy and seamless customer experience across all touch points of an omnichannel customer journey. Inconsistencies in messaging and branding across different channels.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

C Space

MAY 6, 2020

The Brand Move Roundup – May 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Airbnb bookings have risen in a number of European countries.

Brands 52

Brands Travel Government Consulting 52

Andrew Mcfarland

SEPTEMBER 25, 2022

Supernatural features include public benefits, brand recognition, and strategic alignment. Business value has many definitions and can be measured through different techniques. It is measured. This value can be measured in monetary or non-monetary terms. Keeping track of these metrics can also help identify any trends.

Management 62

Management Measurement Metrics Groups 62

Qualtrics

DECEMBER 9, 2020

Over the last decade businesses and governments have introduced tools and initiatives that have established customer experience (CX) capabilities within their organization, such as voice of the customer programs and journey mapping. Modern XM is about moving from measurement to action. ANZ: The design & delivery of XM.

Competitive Advantage 32

Competitive Advantage Brands Government Financial 32

Experience Investigators by 360Connext

OCTOBER 13, 2020

Customer experience is unintentionally demoted to reactive measures, and before long there’s very little proactive about it. Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

NetBase

APRIL 29, 2020

Social media is flush with examples of poor marketing, as brands struggle to stand out with appropriate COVID-19 messaging. And social listening reveals answers to boxes that brands must check when sorting this out. Brand/Consumer Disconnect. Many brands do not know consumers all that well, after all. It depends.

Brands 56

Brands Comparison Guidelines Advertising 56

Experience Investigators by 360Connext

AUGUST 9, 2022

Take the Proactive Path: Whenever another survey, a new metric, or even an ongoing feedback program is rolling along, customer experience leaders need to ask one critical question: WHY? And leaders are disappointed when those CX metrics aren’t really changing or pointing to real progress. Why do we need these insights?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

BlueOcean

AUGUST 27, 2020

It communicates expectations on both sides and establishes measures of success, including all KPIs, metrics, and call volume forecasting. We already had trust established and our governance model ensured frequent, effective communication was maintained. Doing your part to ensure it’s a strategic partnership is critical.

Customer Care 156

Customer Care Contact Center Sports Case Study 156

Lumoa

JANUARY 9, 2018

It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. In 2018, all brands across all industries are going to have to work hard to restore trust with the everyday consumer. In Europe, the Ryanair debacle is the most prominent case of all.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

BlueOcean

JANUARY 11, 2016

Additionally, bear in mind that contact center technology is always evolving in an effort to engage more effectively with customers (and also to better measure that engagement). Your forecast will be an important factor in determining initial goals for KPIs and other vital metrics. Call Volume Forecasting Process.

Contact Center 149

Contact Center Effort Score Metrics Government 149

CX Journey

MAY 5, 2015

Erin shares specific methodologies, approaches, and proven practices that have moved the needle at John Deere by enabling success in areas of strategic planning, governance, executive buy-in, analytics, VoC, and MoT design and delivery. Previously, the brand was all about the big bad machines - the bigger and the badder, the better.

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

Gainsight

OCTOBER 26, 2022

Without common strategies, expectations, and metrics, it’s not uncommon for CS organizations to complain that what’s being shipped isn’t fully baked, or that the release cadence is too frequent or infrequent. The last thing you want is for your leader to be branded CS or Product-biased. A “Neutral” Leader.

Customer Success 52

Customer Success Government Customer Centricity Metrics 52

CX Journey

JANUARY 30, 2019

I wrote about that massive gap last year and cited two reasons that Bain offered up for its existence: (1) a focus on acquisition over retention, and (2) a misplaced focus on collecting data, analyzing ad nauseum, and improving metrics. But you don't know if you've achieved success without measuring it. Success And finally, success!

Strategy 151

Strategy Customer Experience Metrics Guidelines 151

West Monroe

DECEMBER 20, 2022

Various studies, such as that by the IBM Institute for Business Value , find that consumers increasingly make buying decisions based on sustainability and are willing to pay more for products branded as sustainable or socially responsible, particularly Generation-Z and high-income shoppers. Manufacturers are answering the call.

Metrics 52

Metrics Roadmap Leadership Analytics 52

West Monroe

DECEMBER 20, 2022

Various studies, such as that by the IBM Institute for Business Value , find that consumers increasingly make buying decisions based on sustainability and are willing to pay more for products branded as sustainable or socially responsible, particularly Generation-Z and high-income shoppers. Manufacturers are answering the call.

Metrics 52

Metrics Roadmap Leadership Analytics 52

CX Journey

FEBRUARY 19, 2019

So I question how companies even get this far, and I fear the answer is a focus on the metrics. We already see this happening with plenty of brands and industries. Give me something to measure myself by. I want to do the best work possible; if I have metrics that I can track, I'll be able to own it. Again, metrics.

Culture 88

Culture Government Metrics Analysis 88

SurveySensum

NOVEMBER 8, 2023

In today’s competitive­ and digital landscape, CX can either build or break a brand. By expanding their horizons to new regional markets, brands can build exceptional brand awareness. This allows for measuring customer satisfaction and loyalty as well as addressing concerns quickly.

Customer Experience 52

Customer Experience Chatbots How To Effort Score 52

Clarivate

APRIL 9, 2019

Customer Experience is fast becoming the key brand differentiator for many organizations. CFN along with Starkey team members built the customer journey map, validated the touchpoints with customers, created a Customer Experience Promise, and identified key metrics to be included in Starkey’s monthly CX Scorecard.

Customer Journeys 45

Customer Journeys Technology Leadership Touchpoint 45

CX Journey

FEBRUARY 19, 2019

So I question how companies even get this far, and I fear the answer is a focus on the metrics. We already see this happening with plenty of brands and industries. Give me something to measure myself by. I want to do the best work possible; if I have metrics that I can track, I'll be able to own it. Again, metrics.

Culture 80

Culture Metrics Government Analysis 80

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be. So why should you care?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. What do your customers say about how they experience your brand, products and services?

Customer Centricity 52

Customer Centricity Customer Journeys Self Service Culture 52

BlueOcean

MAY 16, 2017

These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. It does, however, take a very strategic partner to align their solution with your needs, brand, and culture. That is a true success measure. Respectfully, we disagree. But it doesn’t stop there.

Contact Center 136

Contact Center Call Center Government Culture 136

Customer Bliss

JUNE 27, 2017

Recently appointed into a brand new role for the business as ‘Head of Customer Experience at Marks & Spencer’, Alice has 15 years’ experience of retailing. Cross-business agreement on how to measure the customer experience (shared metrics, what’s important, how does this lead to prioritization of work, etc.).

Retail 0

Retail Leadership Customer Experience Video 0