Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. Let’s dive into the first category of these customer journey analytics examples.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

JANUARY 19, 2022

How are you currently measuring this customer’s experience? Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. But your customer sees each interaction as one continuous journey to reach her goal.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Talkdesk

JULY 31, 2017

And that’s where the companies that haven’t focused on customer service have found their businesses eroding. What are the KPIs that customers are focusing on today? What do people measure and use as a leading indicator of customer service? Why should the customer have to call you back?

Innovation 42

Innovation Omni-Channel Average Handle Time Contact Center 42

Talkdesk

JULY 31, 2017

And that’s where the companies that haven’t focused on customer service have found their businesses eroding. What are the KPIs that customers are focusing on today? What do people measure and use as a leading indicator of customer service? Why should the customer have to call you back?

Innovation 40

Innovation Omni-Channel Average Handle Time Contact Center 40

TechSee

MAY 1, 2022

There’s more than one reason for customer dissatisfaction – but basically, it boils down to understanding and meeting customer expectations. Customer satisfaction is the great differentiator, and organizations have to constantly target the areas for improvement and monitor for response to changes. Why Measure CSAT?

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Kustomer

MAY 28, 2020

And now feelings are a business metric. But like if we look at the five most hated industries, they are travel, especially air travel, insurance, cable, Telekom and wireless services and internet services. Yeah, I think we have to look at what individual leaders are measured by and what their goals are. Blake Morgan: (01:57).

Culture 52

Culture Customers Competitive Advantage Innovation 52

Answer Dash

APRIL 17, 2020

That’s why it’s wise to optimize every part of the customer journey and create an integrated, consistent omnichannel experience that’s based around your customer rather than the internal anatomy of your business. Choose one or more customer journeys to act as your pilot program. Historical data bears this out, too.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Marsha Collier.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Arie’s Customer Lifecycle Management work is focused on developing Customer Strategy and Improving the performance of: Customer Acquisition, Customer Onboarding, Customer Development, Customer Loyalty, and Customer Winback processes. Ian Golding. Marsha Collier.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Bob Hayes

NOVEMBER 2, 2015

Last month, I illustrated a new method of measuring customers' attitudes about a company's product or brand. This method is unique because it combines both a structured and unstructured measurement approach. The customer survey contained several questions that included the new method (i.e.,

Wireless 40

Wireless Loyalty Measurement Customer relationships 40

Bob Hayes

OCTOBER 5, 2015

I recently developed a methodology that combines both a structured and unstructured measurement approach.The methodology is based on a single open-ended survey question in which respondents are asked to provide one word that best describes the brand of interest. Words used to describe wireless service providers. Understanding Context.

Wireless 40

Wireless Survey Comparison Measurement 40

Bob Hayes

MARCH 2, 2015

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. In a Word: The Customer Sentiment Index from Business Over Broadway.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? Number 2 is improvement against that metric and others.

NPS 79

NPS Strategy Net Promoter Score How To 79