CX University

NOVEMBER 21, 2023

CX University (CXU) has completed a full internal audit of its course content to ensure all information is updated to meet standards of excellence and relevance. As with all online content immersed in a growing and advancing field, the Customer Experience discipline continues to provide valuable insights, data, and knowledge.

Course 52

Course Roadmap Conference ROI 52

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. A great customer experience (CX) , of course. . In your VoC program, there are two types of customer data that you should collect: structured data and unstructured data. Before diving into the value of each metric, it’s important to go over the basics. .

NPS 278

NPS Metrics Effort Score Net Promoter Score 278

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Metrics 98

Metrics Course Customer Success NPS 98

InMoment XI

DECEMBER 15, 2022

Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. To help you out, our experts have pulled together a plan to help you mine the data that is going to help you uncover, and take advantage of new digital trends. Tune in below!

Trends 529

Trends How To Social Media Survey 529

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. Many of these companies are suffering from a disease I have diagnosed as the metric anxiety. Do you suffer from metric anxiety? Metric anxiety is an easy disease to diagnose. Learn about the metric that we use.

Metrics 204

Metrics Net Promoter Score Customer Experience How To 204

GetFeedback

FEBRUARY 14, 2019

At GetFeedback, we use four metrics to measure the performance of our live chat support. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team. 4 metrics to gauge live chat performance . 4 metrics to gauge live chat performance .

Metrics 186

Metrics Measurement Effort Score Survey 186

Education Services Group

APRIL 27, 2022

Instead, I want to do some level setting on some specific metrics and flaws I see in the industry. CES (Customer Effort Score): For a metric that has the potential to be a real-time feedback avenue for customers, why does the way we ask this question seem like a kid seeking praise from a parent after doing a summersault? (And

Metrics 98

Metrics Effort Score NPS Net Promoter Score 98

ijgolding

DECEMBER 4, 2017

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? I’m not of course suggesting NPS should be discarded. In practice, NPS is more commonly used by marketing departments than operations departments.

Metrics 256

Metrics Net Promoter Score NPS Measurement 256

delighted

APRIL 5, 2022

That’s why we’re excited to announce Delighted Admin Certification , a free learning course and exam designed to help Admin users learn everything they need to know about running their CX programs on Delighted. . What is covered in our Admin Certification course? Module 1: Managing users is all about the different user types.

Course 91

Course Management Social Media Analysis 91

Gainsight

OCTOBER 10, 2023

In healthcare, for example, healthcare professionals (HCPs) will likely use AI for data-based diagnostic support. Measurement: Instead of sifting through reporting, AI tools will show relevant metrics on learner-level engagement and content impact. Here’s one use case.

Course 52

Course How To Healthcare Transportation 52

C3Centricity

APRIL 23, 2024

However, according to a recent Data & Marketing Association (DMA) study, the average ROI for digital (email) marketing in 2022 was $36 for every $1 spent. Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails.

ROI 226

ROI Marketing Social Media How To 226

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Based on the data, they finish each interaction in a timely manner and aren’t wasting time on the phone. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion.

Metrics 161

Metrics Average Handle Time Contact Center Guidelines 161

InMoment XI

JANUARY 19, 2024

In an increasingly data-driven world, it is no longer enough to understand the past. Successful businesses utilize prescriptive analytics to aid in data-driven decisions that will improve their bottom line. It takes into account various factors, constraints, and objectives to suggest the best course of action in a given situation.

Analytics 260

Analytics Course Retail Resources 260

ReviewTrackers

AUGUST 6, 2020

There’s a growing amount of training courses and certifications for the modern-day marketer. We here at ReviewTrackers rolled up our sleeves and sought the opinions and experiences of marketing professionals, asking them about the best and most essential marketing certification programs and courses. Website: [link]. Cost: Free.

Course 114

Course Marketing Social Media Advertising 114

ChurnZero

JULY 8, 2022

It was the turn of the millennium, and I was raising a round for a B2B software company—one of four companies that I founded over the course of my 25-year career as a repeat entrepreneur. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business.

Metrics 98

Metrics Customer Retention Course Customer Success 98

InMoment XI

DECEMBER 30, 2021

For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? Do you have an employee pulse metric by division, region, or queue? What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Kayako

JULY 27, 2017

As a support team manager, you’re already wearing a ton of hats – bet you didn’t think data wizard would be one of them, huh? And there’s so many metrics you can track ! It can leave you feeling overwhelmed with a lot of decisions to make about data. Using smart data can change other areas of your company. What is it?

Metrics 200

Metrics Company Net Promoter Score NPS 200

Customer Bliss

FEBRUARY 12, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. So, for every key meeting we want to give leaders this fearless, simple metric of our ability to earn this and grow this asset. Don’t Let Acquisition be Your Only Customer Growth Metric.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

NICE inContact

NOVEMBER 14, 2017

Average talk time (ATT) is often a neglected little contact center metric. Based on the data, they finish each interaction in a timely manner and aren’t wasting time on the phone. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion.

Metrics 146

Metrics Average Handle Time Contact Center Guidelines 146

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. Of course, speed matters, but if a speedy answer doesn’t help, they’ll leave more frustrated than they were before. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

SurveySparrow

FEBRUARY 14, 2022

From discussing the need for people analytics, in 2022 and beyond to the need for data here, she discussed it all. As the name suggests, it is a data-driven process to study employees for their functions, aspirations, satisfaction, and potential. Data and analysis can be used for more than finding and preventing problems.

Analytics 98

Analytics Metrics Examples Survey 98

Playvox

SEPTEMBER 28, 2021

Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. But once the data is gathered, what are the next steps? From Data Disconnect to QA Scorecard Success. So, how can you shift from data disconnect to tangible progress?

Contact Center 52

Contact Center Metrics Data Call Center 52

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Of course, consistently and effectively measuring customer satisfaction will also help your company turn happy customers into loyal ones.

Customer Satisfaction 146

Customer Satisfaction Metrics Net Promoter Score Effort Score 146

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . And of course, they’ve got a product team constantly working to improve their software with customers in mind. What Kind of Background Should a CX Manager Have?

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

Gainsight

JULY 17, 2019

This article is Part 1 in a two-part series that will help your product team find the right metrics to demonstrate and improve business impact. That’s why it’s so valuable for product managers to be data-informed , and why it’s such a key skillset for any product manager. When Product Metrics Don’t Line Up.

Metrics 94

Metrics Measurement Examples Management 94

PeopleMetrics

MAY 12, 2022

A customer journey map is a visual or multimedia representation of all the touchpoints that a customer has with your business over the course of your relationship. This section documents the specific metrics and key performance indicators (KPIs) that your business can use to measure success. What's a customer journey map?

Customer Journeys 62

Customer Journeys Course Hotels Touchpoint 62

InMoment XI

APRIL 3, 2024

It is common for consumers to switch channels multiple times throughout the course of an interaction. Data and communication silos are the natural enemies of centralizing and optimizing the customer digital experience—if you’re going to work toward omnichannel, those silos will have to go.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

InMoment XI

MARCH 7, 2023

Marina is a people-focused, data-informed professional with a passion for customer-centric marketing. Q: You now have a VoC program in place with a large volume of data flowing in. A: From Marina’s perspective, there’s no need to be overwhelmed by data—instead, ask yourself a few questions.

Customer Journeys 260

Customer Journeys Engagement Customer Centricity Metrics 260

Helpt

FEBRUARY 14, 2024

Significance of Data-Driven Decision Making Do you trust your gut? We at Helpt feel your frustration and we have a solution for you: data-driven decision making (DDDM). Thos methodology illustrates a move away from intuition-based decisions towards those that rely on hard, analytic data. Today, we have big data.

Data 52

Data Analytics Social Media Analysis 52

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Customer Satisfaction 91

Customer Satisfaction NPS Metrics Net Promoter Score 91

AskNicely

JANUARY 10, 2019

Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Tracking of Customer Experience Metrics Now Required. Five Common Customer Experience Metrics.

NPS 150

NPS Metrics Effort Score Customer Experience 150

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

PeopleMetrics

JANUARY 18, 2022

These tools go beyond customer satisfaction software to give you a complete view of your interactions with customers, which is more strategically valuable than collecting a post-transaction satisfaction metric alone. This saves you time, makes the process truly scalable, and allows you to collect more data than would otherwise be possible.

Customer Satisfaction 62

Customer Satisfaction Software Course Net Promoter Score 62

Amity

OCTOBER 26, 2017

Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. And while this is an indicative customer metrics that we should all monitor, it is incomplete. So, when it comes to important customer success metrics, where should you look? Customer Lifetime Value.

Metrics 132

Metrics Net Promoter Score Customer Success NPS 132

Zeisler Consulting

SEPTEMBER 13, 2022

I once worked with a client who was having a somewhat complicated concern about survey data: Every time they interacted with a Customer they’d send out a survey invitation. In fact, some of the leadership team was leery of even broaching the subject of changing the way the metric was reported, knowing he’d not like it.

Data 72

Data Survey Metrics Report 72

CSM Magazine

JULY 25, 2022

Data is the driving force behind business decision-making, but if you’re not looking at the right metrics, you could be missing out. Of course if you’re still early in your journey, ad spend can outstrip revenues while you build a reputation. Your sales revenue. Your levels of engagement. Final thoughts.

Metrics 59

Metrics Measurement Employee Engagement Sales 59

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?” Spend some time highlighting what the metrics mean, and what your goals really are. Keep mentioning the metrics – try metric of the month!

Communication 304

Communication Tips Customer Journeys Customer Experience 304