C3Centricity

MARCH 15, 2018

Did the title about data make you curious? Of course, in today’s data-rich environment I’m not really suggesting that you actually ignore it! If so, then just follow the steps I detail below and you will soon be doubling, quadrupling, if not 10x the ROI of your data. The Current Situation with Data.

Data 206

Data Retail Analysis Analytics 206

BlueOcean

OCTOBER 4, 2023

Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. ICMI data shows that 66% of agents get frustrated when faced with language barriers. So, of course, we’re biased. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

AUGUST 22, 2023

This information is essential; however, as every customer experience (CX) leader has faced: data is just a starting point. My team works with many well-intentioned CX leaders that have mountains of data but cannot decide where to focus. In the course, I share examples of what your mission statement can look like.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Education Services Group

APRIL 22, 2022

Imagine the division that would happen if we started talking about more complex and tortuous problems…like your data. Let us start by baselining our understanding of the nature of data. And while I love the imagery of an Omniscient Data Leviathan, the truth is most of our data is none of these things. So, why don’t we?

Data 98

Data Effort Score Customer Success Social Media 98

Lumoa

FEBRUARY 2, 2023

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. If your digital marketing isn’t up to snuff, check out these great digital marketing courses to get caught up. You can measure customer satisfaction through two metrics.

Retail 236

Retail Net Promoter Score Strategy Customer Experience 236

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Action driven from this data is the key to customer loyalty. Action driven from this data is the key to customer loyalty.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Totango

MAY 5, 2021

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. The Importance of Measuring Customer Experience.

Measurement 118

Measurement Effort Score Customer Experience Data 118

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start. Empathy Exercise.

Social Media 115

Social Media Course Training Marketing 115

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . And then I make the connection.

Culture 98

Culture Connections Leadership Communication 98

Experience Investigators by 360Connext

FEBRUARY 1, 2022

All of this is important because without staying connected to the customer in this way, the CEO and others can dismiss data and ignore the emotional consequences of poor customer experiences. Of course, any organization must focus on increasing revenue and reducing expenses to earn higher profitability. .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

JANUARY 28, 2020

Look for ways to connect those dots first. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been. Of course, it’s not just one metric. It’s a combination of metrics, measurements and moments. What would it cost to lose 10% of your customers?

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Thematic

FEBRUARY 11, 2024

Location and Attendees The event took place at the Wynn, which has all you can expect from a 5-star casino resort with a golf course in Las Vegas. The ultimate focus is on unlocking the value unstructured data holds. Of course, any conversation about AI also needs to talk about trust. The largest booth was AI focused.

Conference 62

Conference NPS Hotels Self Service 62

Totango

OCTOBER 20, 2020

It is important that companies collect this valuable voice of customer data , and then use it to best leverage results into effective action. . Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. The Importance of Measuring Customer Experience.

Measurement 85

Measurement Effort Score Customer Experience Data 85

Optimove

AUGUST 29, 2021

It may not come as a shock to you learning that our data shows a strong connection between the nature of the experience had with your brand early on – and the chances of them becoming a returning, more loyal customer. And, of course, there’s a lot more that’s going into increasing your CLTV. And a poor one, to lower such rates.

CRM 52

CRM Data How To Video 52

C3Centricity

MAY 25, 2020

In today’s data-rich environment I’m not really suggesting that you actually ignore data nor technology! In fact it seems to drown out their reasoning of what to do with all the data and they remain frozen in indecision. The Current Situation with Data. Is this your case? The Opportunity.

Technology 194

Technology Analysis Data Consumers 194

C3Centricity

JUNE 25, 2020

2 Assess the Optimum Way of Connecting with Your Customers. Do you know the best way to contact your target customers, as well as their preferred place and time to connect? Every employee has a role to play in customer centricity and connecting with customers on a frequent basis. Is it one-way or two? 9 Define Your Image.

Customer Centricity 177

Customer Centricity Competitive Advantage Trends Brands 177

Kerry Bodine

JANUARY 10, 2020

Of course, it won’t be possible to involve everyone at your organization at every step — but you can create buy-in and ensure future momentum by being strategic about who you involve at key stages. How would answers to those questions help them achieve their objectives or improve their metrics? What specific questions do they have?

Customer Journeys 177

Customer Journeys Sports How To Groups 177

CSM Practice

SEPTEMBER 16, 2021

That’s because, according to SEMRush data , it makes far more financial sense to keep your current customers and help them grow over time. But any effort you make in this area needs to be supported by solid data. If this scenario sounds familiar, you may feel like you’ve tried everything to reduce customer churn.

Connections 52

Connections Lifetime Customer Customer Retention Loyalty 52

Kerry Bodine

JANUARY 10, 2020

Of course, it won’t be possible to involve everyone at your organization at every step — but you can create buy-in and ensure future momentum by being strategic about who you involve at key stages. How would answers to those questions help them achieve their objectives or improve their metrics? What specific questions do they have?

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Kerry Bodine

JANUARY 10, 2020

Of course, it won’t be possible to involve everyone at your organization at every step — but you can create buy-in and ensure future momentum by being strategic about who you involve at key stages. How would answers to those questions help them achieve their objectives or improve their metrics? What specific questions do they have?

Customer Journeys 156

Customer Journeys Sports How To Groups 156

ChurnZero

SEPTEMBER 8, 2022

65% of respondents said it’s common practice to share customer training data with the Customer Success organization. With an LMS, training managers can create courses that specifically address the needs of CSMs in relation to their customers. With an LMS that connects to your business applications, you can measure: Time to first value.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Of course each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how and the “what do I do about it? Connect the employee experience to the customer experience in big ways. Keep mentioning the metrics – try metric of the month!

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

FEBRUARY 9, 2021

There’s no shortage of data to show why an investment in customer experience strategy is worth it. CX initiatives to understand customers better, like customer journey mapping, overall customer research, and customer data analysis. Of course, CX is not just about learning and identifying insights. Absurd, right?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Experience Investigators by 360Connext

MARCH 8, 2021

Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. What are your top CX Metrics? . What are best practices for group adoption of using our customer data platform or CRM system? . You get the idea.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Call Center Training Episode Summarized: What do Interaction Metrics’ clients have in common? The metric came in at 54 on a scale of 0 to 100, indicating a clear need for improvement.

Call Center 52

Call Center Training Metrics Case Study 52

Experience Investigators by 360Connext

OCTOBER 13, 2020

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. Reviewing, organizing and reporting out data representing how our organization is doing with customers can take hours of work each week. .

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

ClearAction

FEBRUARY 27, 2016

It’s all about connecting: goals, people, metrics, processes, and data. Connect to Enterprise Goals. When everyone sees a clear connection between what you’re doing and what the enterprise wants to become you’ll be viewed as adding strategic value. Connect People. Connect Metrics.

Marketing 98

Marketing Metrics Connections Customer Retention 98

Kustomer

MAY 14, 2019

Customer service leaders have a lot of metrics to track and interpret, with customer satisfaction data as some of the most important — and often underutilized. We’ve compiled some of the most frequently asked questions our CX team receives about customer satisfaction metrics. The average CSAT rating is 8.4,

Customer Satisfaction 45

Customer Satisfaction Metrics Effort Score Net Promoter Score 45

Experience Investigators by 360Connext

AUGUST 19, 2020

Depending on the feedback systems and metrics you have in place, a measurable version of this could be: Increase Promoters by 5%, as measured by our Net Promoter Score program. Goals like these help avoid setting unrealistic expectations by saying “we’ll have NPS baseline metrics in 12 months!”

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

NICE inContact

OCTOBER 4, 2019

But it is not the end-all of customer service metrics. The habits and expectations of people today revolve around our capacity to be mobile, to be continuously connected — anywhere, anytime. Many organizations take first response time as an isolated metric measured as a simple indicator or benchmark of customer service performance.

Airlines 138

Airlines Social Media Travel Metrics 138

Gainsight

FEBRUARY 23, 2023

That means the metrics used to measure and steer performance need to change, too—but many companies are still wedded to old-school key performance indicators (KPIs) that don’t fully reflect the needs of today’s organizations. Metrics such as projected earnings and customer churn remain important for any business.

Net Promoter Score 52

Net Promoter Score Metrics Effort Score Financial 52

CX Workout - Ideas Blog

NOVEMBER 3, 2020

3) Little connection between the Employee Experience and Customer Experience. For example, why do businesses still support siloes between Customer Experience (CX), Data, Digital, Employee Experience (EX), Enterprise Technology, Human Resources, and Marketing? Mostly because traditional CX metrics are not actionable.

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Team Support

AUGUST 16, 2019

There’s no way around it – in the modern business world, companies need data from all areas of their business to keep up. One industry that hasn’t typically been at the forefront of the data revolution is customer support. So, how exactly are companies leveraging support data for their overall business strategies?

Data 63

Data Management Analysis Software 63

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. Your data can guide you here, too. Customers are at the Heart of All Customer Data.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Brandwatch CX

NOVEMBER 3, 2022

There are around 2-3k Instagram posts featuring those hashtags per day (whether they are truly sponsored or not would need a little more analysis, but this data gives us a general idea of when they are posted). A material connection could be a business or family relationship, monetary payment, or the gift of a free product.”

Brands 67

Brands Guidelines Advertising Connections 67

DemandJump

NOVEMBER 4, 2020

You’ve mastered your brand and spent months researching consumer needs and pain points, All that’s left now is to connect the dots and show people why and how you’re going to change their lives. To do so, the practice focuses on comparing aggregate historical data between marketing and sales metrics.

Marketing 96

Marketing Return on Investment Advertising Analysis 96