Zeisler Consulting

FEBRUARY 4, 2021

Y’all know I’m a big fan of metrics. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. I was chatting with a colleague the other day and he had an awesome turn-of-phrase regarding metrics that I’d never heard of before. So yea, I dig numbers.

Metrics 81

Metrics Contact Center Measurement Course 81

Experience Investigators by 360Connext

DECEMBER 15, 2023

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. Don’t forget to highlight the human side of what those metrics measure.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Lumoa

JANUARY 15, 2024

It connects the customer with agents who can handle their queries (or connect them with someone who can). Of course, chatbots can’t answer every query. Setting the Right Metrics and Measuring ROI There’s no point investing in new technology and systems if you have no idea whether they will provide ROI.

Customer Experience 208

Customer Experience Chatbots How To Net Promoter Score 208

BlueOcean

OCTOBER 4, 2023

So, of course, we’re biased. Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. There are, of course, pros and cons to this option. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

InMoment XI

MARCH 7, 2023

The team knew engagement was dropping—and with membership retention as a key metric for the business, this was an important challenge to tackle. With that in mind, the team pushed beyond open rates and click through rates, and set key metrics for customer intelligence. As a marketer, you can’t build these alone.

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

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 117

Social Media Course Training Marketing 117

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

PeopleMetrics

APRIL 12, 2017

Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. It's easier to sell a metric to leadership if other high-performing institutions are using it. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking eBook 87

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. With an effective retail customer feedback tool , of course! Seriously, it’s a game-changer! And the best part?

Retail 52

Retail Loyalty Connections Loyalty Programs 52

Experience Investigators by 360Connext

AUGUST 22, 2023

If you’re unsure if the course is right for you—or if you’re looking for quick CX tips to improve your approach—let’s explore some of what you’ll learn. In the course, I share examples of what your mission statement can look like. Keep this mission front-and-center in everything you do and revisit it during company meetings.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

CSM Magazine

JANUARY 28, 2020

Agent Metrics. One way to do this is to use metrics to evaluate individual agent performance as well as key attributes of the entire customer service process. Performance Monitoring Metrics to Measure. Both metrics are critical to helping sort out exactly how effective your call center is in your customer experience journey.

Call Center 52

Call Center Metrics Self Service Virtual Call Center 52

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

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

BlueOcean

JULY 8, 2020

With months of stay-at-home orders, lost jobs, closed schools, and, of course, the pandemic itself, people are in high need of empathetic connections. Every customer service interaction is an opportunity to deliver this connection point. But Adam argues that it’s going to take more than a simple “mindset shift.”

Trends 156

Trends Customer Service Contact Center Metrics 156

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

Daniel Group

APRIL 18, 2024

In revisiting our interview history we discovered key metrics. The correlation between these two metrics, with no lag in the periods, showed only a limited correlation (.44). This connection indicates that low satisfaction will likely result in lower NPS performance in the future. The results are instructive.

Communication 98

Communication Strategy NPS Net Promoter Score 98

Experience Investigators by 360Connext

AUGUST 9, 2022

But here’s the reality: many customer experience programs are set up as reactive, ill-defined, tactics that are not connected to a larger strategy. 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?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

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

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. Last year, we wrote about how Atlassian built infinite customer feedback loop using AI which is based on similar ideas: personalized connection with users through granular feedback analytics.

Conference 62

Conference NPS Hotels Self Service 62

NetBase

DECEMBER 13, 2019

Brands reaching these media-connected consumers have advanced social analytics informing strategic outreach decisions. Media-connected consumers are online overall an average of 6.5 Or to even connect back to the Disney+ Star Wars craze. And for good reason. Here’s why – and how you can start capturing insight of your own!

Analytics 52

Analytics Consumers Connections Advertising 52

CSM Practice

SEPTEMBER 16, 2021

This metric can act as the starting point for your sales and marketing efforts – and it’s one you can’t afford to skip over. Let’s take a closer look at customer lifetime value, how to calculate it, why it matters for customer retention, and how to improve these metrics to amplify the success of your business.

Connections 52

Connections Lifetime Customer Customer Retention Loyalty 52

NetBase

JANUARY 25, 2019

In addition to metrics like revenue, profit margins, expenses, and monthly profits/losses, there are several social KPIs worth tracking – because they can define the next year. Gillette , for example, gained nearly 25K followers over the course of the past week – along with nearly 300K engagements. Reach out to see them in action.

Social Media 59

Social Media Metrics Analytics Trends 59

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

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. There is a powerful connection between employee engagement and business results. There is a powerful connection between employee engagement and business results.

Employee Engagement 26

Employee Engagement Metrics Engagement Course 26

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. What are the most common customer satisfaction metrics?

Customer Satisfaction 45

Customer Satisfaction Metrics Effort Score Net Promoter Score 45

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. These are all aspects of Engagement you can measure – but you need a bit of help from our next metric to really get down to what’s driving the conversation. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

ChurnZero

SEPTEMBER 8, 2022

With an LMS, training managers can create courses that specifically address the needs of CSMs in relation to their customers. Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). How CSMs play a role in customer education. Author bio.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Storyminers

JUNE 3, 2022

Of course, it’s extremely important. Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Which CX metrics do you think are the most important? How important is customer feedback as a component of customer experience? One caution, however.

Trends 147

Trends Customer Experience Wireless Entertainment 147

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

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

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

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

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. ” The power of these metrics, of course, is in the insights they provide. These are the questions metrics need to prompt.

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

Gainsight

SEPTEMBER 9, 2022

And in an age where customer expectations are loftier than ever, CS teams have to rethink how to connect, support, and enable ALL of their customers (and not just the ones with high ARR). Commsor and inSided by Gainsight course collaboration. In this course, you’ll learn: What is Digital Customer Success?

Customer Success 52

Customer Success Course Resources Metrics 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

Zeisler Consulting

MARCH 4, 2021

draw clearly-understandable connections between our CX efforts and the bottom-line of our organization? Don’t you need scores and metrics for that? Well, yes, of course. If you insist , we could even use those numbers as the quantifiable metrics we want to improve.). Take a look at a top-line CX metric.

Customer Experience 72

Customer Experience Effort Score NPS Metrics 72

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