Customer Satisfaction Customer Service Training Metrics Net Promoter Score 
ShepHyken
MAY 26, 2024
Is Your Net Promoter Score Biased? by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? My Comment: If you’ve been following my work, you know I’m a huge NPS – Net Promotor Score – fan.
ShepHyken
JUNE 2, 2024
Why You Should Be Tracking Customer Surplus Value by Felix Eggers, Marco Vriens, Rogier Verhulst, Jason S. Talwar, and Avinash Collis (Harvard Business Review) How much value are your customers getting from your products? Net Promoter Scores are one tool to answer that question but the authors offer another: Customer Surplus Value.
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ShepHyken
MARCH 24, 2021
This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. A few years back I wrote about the idea of measuring customer satisfaction versus customer behavior. What’s the best metric? Why do our customers come back?
ShepHyken
MAY 16, 2022
Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics.
Comm100
DECEMBER 14, 2017
Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.
Magellan Solutions
APRIL 11, 2024
In this article, discover the benefits, services offered, and tips for choosing the right partner to enhance your e-commerce experience. Shopify telephone support refers to the customer service trained professionals provide to assist Shopify merchants and their customers over the phone.
Second to None
MARCH 29, 2019
Choosing a CX Metric to Measure. To begin, you will want to choose a CX metric that will be relevant to the investment. There are countless metrics to choose from. We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few.
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