Lumoa

SEPTEMBER 16, 2022

NPS, or Net Promoter Score, is a market metric that is used in many industries because it is an easy way to quantify how loyal customers are. Recent findings show that NPS is one of the top 3 customer experience metrics used by CX programs. But again, every customer satisfaction metric has several factors that influence the results.

Net Promoter Score 208

Net Promoter Score NPS Effort Score Comparison 208

West Monroe

APRIL 17, 2024

An even more critical and overlooked area of focus is culture: the behaviors manufacturers expect from employees to drive differentiation and competitive advantage. What behaviors do we need to recruit for to leverage culture as a competitive advantage in our employer brand/employee value proposition?

Leadership 59

Leadership Culture Competitive Advantage Study 59

ECXO

JUNE 11, 2023

With their 1998 Harvard Business Review article “Welcome to the Experience Economy” (and 1999 book), Joe Pine II and James Gilmore introduced the term Customer Experience as the next competitive battleground. Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage.

Customer Experience 119

Customer Experience Customer Centricity Competitive Advantage Government 119

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 101

Competitive Advantage Data Customer Experience Analytics 101

Bob Hayes

NOVEMBER 5, 2017

A study of 80+ companies showed that analytical leading companies (those who use analytics to gain a competitive advantage), more so than analytical lagging companies, leverage their data differently. In this post, I will present some of the results of that study, focusing on the adoption of research practices (e.g.,

Competitive Advantage 94

Competitive Advantage Data Customer Experience Analytics 94

Bob Hayes

SEPTEMBER 18, 2017

Only 32% of respondents are satisfied with their company's use of analytics to create a competitive advantage. We studied 88 companies that have a formal customer program (e.g., Creating a Competitive Advantage with Analytics. conduct in-depth studies and employ customer data platforms).

Analytics 113

Analytics Loyalty Data Competitive Advantage 113

ClearAction

FEBRUARY 13, 2023

Strategic impact means you’re creating competitive advantages for your enterprise. It includes a 29-minute video and handbook with case studies, true-false quiz, easy slide image navigation to revisit any specific point, and template for internal discussion and application. It’s indisputable, enduring value.

Sports 71

Sports Customer Experience Handbook Case Study 71

Playvox

JANUARY 24, 2022

Delivering exceptional customer experiences is the new competitive advantage. What’s worse, without customer experience metrics in place, is that you won’t know until it’s too late. What are Customer Experience Metrics? You can then choose the customer experience metrics you’d like to gather. ENJOYING THIS ARTICLE?

Contact Center 88

Contact Center Measurement Customer Experience Net Promoter Score 88

SurveySparrow

OCTOBER 21, 2023

If so, was it when the artists of the age meticulously studied human anatomy to craft sculptures? That’s because the makers studied how people use phones, allowing them to design a device that everyone finds simple and enjoyable. It employs qualitative methods such as interviews, focus groups, and ethnographic studies.

Study 52

Study Analysis User Experience Innovation 52

Avaya

JANUARY 14, 2019

That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX. Devoting resources to DCX is a wise move, according to Nemertes’ 2018-19 Digital Customer Experience research study of 697 IT and business leaders across North America, Europe, and Asia-Pacific.

Customer Experience 73

Customer Experience Competitive Advantage Social Media Metrics 73

Kustomer

SEPTEMBER 9, 2020

As a personal project, I began studying the performance of our clients from March 2020 to August 2020. While there are several metrics that I could have focused on for this project, I chose to spotlight two: First Resolution Time and Average Handle Time. minutes for the same metric. minutes AHT | 10.2 Services: 8.7

Average Handle Time 52

Average Handle Time Exercises Retail Competitive Advantage 52

Maru/HUB

FEBRUARY 2, 2018

An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service. From the study, 52% of consumers said that they would pay more for “good” customer service while 66% will pay more for “great” customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

CustomerSuccessBox

DECEMBER 27, 2021

Tracking, measuring, and improving this metric should be your number one priority. It is a Customer Success metric. This CS metric is an essential part of the Customer Onboarding journey. TTV is one of the least valued metrics in SaaS. However, it could be a competitive advantage for your business.

Customer Success 52

Customer Success Metrics Competitive Advantage Case Study 52

Bob Hayes

OCTOBER 23, 2017

customer experience, customer success) to determine the state of analytics in customer programs as well as identify what analytical leading companies (companies who use analytics to gain a competitive advantage) do differently in their customer programs compared to their analytical lagging counterparts.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

SurveySparrow

SEPTEMBER 15, 2023

Studies show that 86% of consumers are willing to pay more for a better customer experience ! Competitive Edge With countless options available to consumers, businesses must find ways to differentiate themselves. Delivering exceptional customer experiences sets you apart from the competition. The best part?

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Touchpoint 52

AWS Machine Learning

MAY 9, 2024

According to a McKinsey study , across the financial services industry (FSI), generative AI is projected to deliver over $400 billion (5%) of industry revenue in productivity benefits. Benchmarking and metrics – Defining standardized metrics and benchmarking to measure and compare the performance of AI models, and the business value derived.

Government 106

Government Policies Guidelines Leadership 106

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. The Value of Customer Experience Analytics to Your Organization Metrics that Matter : Go beyond sharing raw numbers.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. The Value of Customer Experience Analytics to Your Organization Metrics that Matter : Go beyond sharing raw numbers.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Transform into a meaningful structure: Customer experience analytics uses a mix of quantitative (metrics, trends) and qualitative (thematic analysis, topic analysis) techniques to transform this data into meaningful insights. The Value of Customer Experience Analytics to Your Organization Metrics that Matter : Go beyond sharing raw numbers.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Talkdesk

FEBRUARY 27, 2020

Studies show that businesses that build or migrate their contact centers to the cloud present a 83% higher likelihood to have a formal process for assessing agent productivity, as well as a reduction of 27% in costs and 35% in downtime. Why should you care?

Abandon Rate 80

Abandon Rate Contact Center Competitive Advantage Comparison 80

BirdEye

MAY 13, 2024

With audience insights tools, you gain a competitive advantage, ensuring you hit the bull’s eye with every piece of content you produce. Measuring social media metrics for each account across post likes, followers, best-performing posts, etc. View the case study now!

Tools 62

Tools Social Media Multi-Channel Advertising 62

Playvox

APRIL 21, 2023

Zendesk reports that only one-third of contact centers are omnichannel, so there’s a real competitive advantage to offering your customers a more fluid experience. KPIs for voice and digital are very different, so it’s important to make sure you’re using metrics that map to the right channels and objectives.

Omni-Channel 95

Omni-Channel Self Service Customer Experience Contact Center 95

Stella Connect

NOVEMBER 23, 2021

With this in mind, Stella Connect by Medallia commissioned a research study of more than 2,100 consumers in the US and UK to get the latest on how customers have evolved their expectations for service. We’ve long believed that first-call resolution rate (FCR) is one of the most important customer service metrics.

First Call Resolution 52

First Call Resolution Customer Service Effort Score Net Promoter Score 52

Call Experts

SEPTEMBER 15, 2022

Studies have shown that even a slight increase in customer value can result in a 25% increase in profit. This will help you decide what metrics to track and what not to. The response time benchmark metric is vital because it shows how efficiently a support team responds to tickets. Boosting Customer Satisfaction.

Customer Service 52

Customer Service Average Handle Time Customer Retention Self Service 52

Talkdesk

FEBRUARY 27, 2020

Studies show that businesses that build or migrate their contact centers to the cloud present a 83% higher likelihood to have a formal process for assessing agent productivity, as well as a reduction of 27% in costs and 35% in downtime. Why should you care?

Abandon Rate 60

Abandon Rate Contact Center Competitive Advantage Comparison 60

Circular Edge

JANUARY 18, 2023

Grow and scale your business while gaining a competitive advantage with NetSuite’s best-in-class integrated cloud business software and Circular Edge’s expertise in NetSuite implementation , advisory, managed services and direct staffing. Achieve Better Business Results with NetSuite & Circular Edge.

Financial 52

Financial How To Competitive Advantage Analytics 52

Magellan Solutions

AUGUST 31, 2022

CASE STUDY. CASE STUDY. CASE STUDY. CASE STUDY . CASE STUDY. CASE STUDY . Let’s examine a few significant examples of bad outsourcing to see what we can learn from them. . #1) 1) IBM & THE TEXAS STATE. In yet another expensive incident, IBM was removed from a project with the State of Texas. .

Examples 75

Examples Case Study How To Banking 75

BirdEye

MARCH 24, 2023

Studies estimate that 90% of startups fail, with 10% failing in the first year. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Studies estimate that about 2.4 Study your competition and determine what sets you apart from them.

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

NobelBiz

MARCH 12, 2024

Businesses recognize that superior customer experience is a competitive advantage, with 89% competing primarily on this front – Gartner. Evaluate performance metrics to gain insights into customer satisfaction levels, response times, and resolution rates. billion in 2023 to $52.54 billion by 2030, with a CAGR of 16.6%.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

West Monroe

MARCH 13, 2023

The pandemic accelerated a shift to digital buying and selling—and it’s change that is here to stay: In a recent Forrester study , 38% of survey respondents believe the pandemic permanently altered buyer requirements. High-tech and software organizations feel this change as much as any sector.

Software 52

Software Data Strategy Competitive Advantage 52

BirdEye

JANUARY 25, 2024

These insights show important metrics like listing views, search methods, and customer actions (website visits, direction requests, phone calls). Leveraging these insights lets your business stay adaptable and competitive in the digital landscape. This data helps you better understand customer behaviors and preferences.

Automotive 57

Automotive Hospitality Healthcare Retail 57

SurveySensum

APRIL 1, 2024

In this regard, customer service managers play a critical role in nurturing trust and loyalty among customers, thereby contributing to the startup’s success and competitiveness in the marketplace. Case Studies as Success Narratives: Publish detailed case studies on past successful projects.

Brands 52

Brands Case Study Social Media Feedback 52

Calabrio

NOVEMBER 18, 2015

Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. Organizations can create insight and discover the most important metrics for their business, no matter whether they have five seats or 50,000.

Contact Center 124

Contact Center Net Promoter Score Data Effort Score 124

Second to None

JULY 12, 2018

In the past two decades, the Net Promoter Score metric has served as a data point for these consumer recommendations , allowing your brand to easily understand its performance compared to industry competitors. We based our study around four main categories: Greeting and Ordering, Quality of Product, Server Performance and Environment.

Consumers 54

Consumers Customer Experience Net Promoter Score NPS 54

BirdEye

JANUARY 25, 2024

These insights show important metrics like listing views, search methods, and customer actions (website visits, direction requests, phone calls). Leveraging these insights lets your business stay adaptable and competitive in the digital landscape. This data helps you better understand customer behaviors and preferences.

Automotive 52

Automotive Hospitality Healthcare Retail 52

SurveySensum

AUGUST 1, 2023

And according to the research study conducted by Harvard Business School, The Economics of E-Loyalty , increasing customer retention rates by 5% increases profits by 25% to 95%. Brands with a loyal customer base have a competitive advantage, as customers are less likely to switch to competitors offering similar products.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Thematic

DECEMBER 5, 2018

To enable these actions, customer retention analytics provide predictive metrics of which customers might churn — which enables them to get ahead of it. Interestingly, according to a study by Broadway Business , only 32% of respondents are satisfied with their company’s use of analytics to create a competitive advantage.

Customer Retention 96

Customer Retention Analytics Data Strategy 96