NetBase

FEBRUARY 18, 2019

If so, it’s good to know how this influencer marketing game really works and our Complete Guide to Influencer Marketing eBook is an excellent place to start! In the report , we share lots of stats and facts around the extensive power of influencers, including: Why you need multiple influencers for your brand. Are they correct?

eBook 55

eBook Marketing Comparison Analysis 55

InMoment XI

APRIL 3, 2024

In fact, Forbes reports that a staggering 96% of people are distrustful of ads. This means collecting customer feedback and analyzing customer experience metrics , but it also means trying new layouts and approaches and charting their effectiveness in terms of helping the buyer achieve their goals. References Fullstory.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Wootric CX Blog

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

ClientSuccess

JANUARY 23, 2020

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . What makes a successful CSM?

Report 59

Report Customer Success eBook Communication 59

GetFeedback

MAY 2, 2019

According to the CX Network’s Global CX report , more than 60% of the organizations surveyed planned to have established or advanced CX practices by the end of 2018. The following sections come from Kapiche’s eBook: “ What’s the Real Value of Customer Experience? It’s even harder when you don’t have business buy-in.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

NICE inContact

SEPTEMBER 25, 2019

What do companies report after they move their contact center technology to the cloud? We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center plans and metrics. But the good news doesn’t stop there.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

ClientSuccess

SEPTEMBER 7, 2022

In the world of customer reporting, CSMs can bucket customer metrics into a few different categories: Sentiment-based data points help CSMs keep tabs on how customer contacts and accounts feel about a product, service, or even the customer team assisting them in their relationship. eBook: Ultimate Guide to Customer Success Metrics.

Company 89

Company Ecommerce Metrics eBook 89

ClientSuccess

JANUARY 23, 2020

Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . What makes a successful CSM?

Report 52

Report Customer Success eBook Technology 52

ClientSuccess

JANUARY 23, 2020

. Every year, reports are published claiming that ‘this is the year of x ’ or ‘get ready to see more of y this year’. Without real numbers to back them up, these reports are typically just hopeful looks at different industries or professions that people think might be big in the upcoming year. . What makes a successful CSM?

Report 52

Report Customer Success eBook Technology 52

Comm100

MAY 13, 2020

Include robust reporting. Without comprehensive reporting capabilities, it is very difficult to prove that your customer engagement platform is helping you achieve your metrics. Robust reporting is necessary to tie omnichannel strategy, efforts, and results back to corporate goals. Download Now.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Comm100

MAY 19, 2020

Reports and analytics. The same report states that customers that use live chat are three times more likely to make purchases versus those who don’t. An Aberdeen Group research report found that live chat was hands down the preferred method of communication for online shoppers when compared to other communication methods.

Competitive Advantage 279

Competitive Advantage eBook Report Loyalty 279

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

Metrics 59

Metrics Customer Success e-support Net Promoter Score 59

Uniphore

JUNE 10, 2021

In our recent CCW Poll – Virtual Event, all respondents reported working from home throughout the pandemic, either entirely remotely or in some hybrid form. Did you know: 56 percent of agents reported planning to quit in the future? Getting rid of outdated EX metrics and KPIs. Download eBook. 13% High Call Volume.

Call Center 246

Call Center Self Service Contact Center Case Study 246

ClientSuccess

AUGUST 3, 2022

No, there are more important metrics to monitor: While the First Contact Resolution Rate may indicate how well your team is providing customer feedback, it does not necessarily reflect the fundamental interactions of a customer success team. This is also a great metric for your support team to monitor. The verdict? Want to learn more?

eBook 79

eBook Metrics Call Center NPS 79

Comm100

MAY 28, 2020

Here are a few things to look for when studying this metric: • How many chats are agents accepting as opposed to rejecting or passing to other agents? Increasingly, FCR is being recognized as one of the most (if not the most) important metrics to watch in customer service. Number of chats. Customer satisfaction. Download Now.

Average Handle Time 130

Average Handle Time Management eBook Effort Score 130

Wootric

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

Gainsight

JANUARY 6, 2023

In a recent Harvard Business Review (HBR) report sponsored by Gainsight PX , researchers found that 81% of survey respondents strongly agree that a strong digital product experience positively impacts business growth. We compiled our best product experience resources from last year, including blogs, ebooks, webinars, and more.

Resources 52

Resources Roadmap eBook Analytics 52

BlueOcean

SEPTEMBER 17, 2020

Robust reporting plays a vital role keeping you both aligned, accountable, and focused on outcomes and continual improvement. Robust reporting plays a vital role keeping you both aligned, accountable, and focused on outcomes and continual improvement. Your partner will undoubtedly have a suite of standard operational reports.

Customer Care 156

Customer Care Roadmap Training Call Recording 156

Centercode

DECEMBER 22, 2020

Between all the ebooks, reports, webinars, virtual events, and articles we’ve put out in 2020, here are the pieces we think did the best job of helping testing pros succeed in four key areas: increasing efficiency, engaging testers, adapting to changes, and learning from industry leaders. Other Highlights. Other Highlights.

eBook 75

eBook Case Study ROI Roadmap 75

TeamSupport

SEPTEMBER 7, 2018

Click here to download our eBook on the influence of reporting and metrics in B2B customer support! By using a customer health solution, businesses can customize how they track key metrics to improve communication and retention rates. In addition, don’t forget to monitor when and how many orders or seats were added.

Customer relationships 136

Customer relationships Net Promoter Score eBook B2B 136

ClientSuccess

OCTOBER 24, 2017

Many customer success leaders spend too much time acquiring information for renewal reports. Renewal Reports Should Help Answer These Questions. Our Innovation Around Renewal Reporting. Here are other Customer Success Resources: Customer Success eBooks: Customer Success as a Culture: Customer Success Leaders Edition.

Report 40

Report Innovation Customer Success eBook 40

Gainsight

JULY 12, 2023

Key Responsibilities Invent and tune CS programs to impact critical metrics such as Net Revenue Retention (NRR), Customer Lifetime Value (CLV), Cost-to-Retain Customers (CRC), and Cost-to-Expand Customers (CEC). Proficiency in utilizing customer success analytics and reporting tools.

eBook 52

eBook Leadership Omni-Channel Innovation 52

BlueOcean

MARCH 31, 2021

The aforementioned Noble Systems report saw increases across the board. For some industries, 2020 metrics may never be seen again. For more insights, grab a copy of our latest eBook: Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource. For instance, in our own company, attrition rates were at historic lows in 2020.

Omni-Channel 156

Omni-Channel Self Service Tourism Contact Center 156

Team Support

SEPTEMBER 6, 2022

HubSpot reports that existing customers are some 60 to 70% more likely to purchase products than new business leads, who have a significantly lower rate of 5 to 20%. Don’t aim only for better metrics. Dive into our customer-centricity eBook below! Types of goals for becoming customer centric.

Customer Centricity 98

Customer Centricity B2B eBook Culture 98

ClientSuccess

NOVEMBER 9, 2022

With numbers and metrics guiding strategic decision-making, operations resources can help CSMs identify red flags, create targeted action plans for customers, and even predict issues before they occur. eBook: CSM from the Trenches: Implementing Customer Success. Toolkit: Customer Success Metrics Toolkit.

Customer Success 68

Customer Success eBook Resources Metrics 68

ClientSuccess

APRIL 6, 2021

Customer ‘success’ is measured by many different metrics. There is NPS, platform engagement, incident reporting – the list goes on. With so many metrics to track, it can be overwhelming to get a hard read on exactly where a customer is when it comes to sentiment. Toolkit: Customer Success Metrics Toolkit .

Customer Success 68

Customer Success eBook Metrics NPS 68

Comm100

SEPTEMBER 10, 2020

According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! The same report found that only 20% of companies are able to answer questions in full on the first reply. Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Comm100

SEPTEMBER 10, 2020

According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all! The same report found that only 20% of companies are able to answer questions in full on the first reply. Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind.

Omni-Channel 130

Omni-Channel Social Media System Report 130

inmoment

DECEMBER 5, 2019

And if real transformation is what you’re after, you’ll need to turn metrics into meaningful and strategic CX actions. Here are six crucial action steps outlined in the eBook that detail how you can own the customer experience transformation. . #1: 1: Get the right reports. Work smarter, not harder. . Feedback is everywhere.

eBook 52

eBook Fashion Social Media Metrics 52

Playvox

JANUARY 12, 2023

In our 2022 study of contact centers in the United States and Canada, nearly 60% reported using a hybrid work model, while almost 40% of service centers were entirely remote. To start, it’s critical for agents to have visibility into the metrics that are most important to the business. Important KPIs To Track For Remote Agents.

Contact Center 69

Contact Center Metrics Study eBook 69

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. The API can serve as a catalyst for automated actions based on metrics like lead score. They may look at the metric every quarter, but few act on it. This is part 3 in a 5-part series. CX Lags Behind.

Data 98

Data Net Promoter Score NPS Effort Score 98

Hello Customer

OCTOBER 13, 2021

The reason for this is that many companies, whether or not they like to admit it, are still pretty conservative and stick to traditional business-driving metrics and compartmentalized reporting. Download our eBook: "NPS, CSAT or CES? Which customer satisfaction metric is right for you?". Social Listening.

Examples 98

Examples Survey Customer Journeys eBook 98

Playvox

JANUARY 25, 2024

Workforce optimization tools automate the operational performance management processes, providing added muscle to workforce management (WFM), quality management (QM), agent coaching , analytics, and reporting. Putting in place KPIs is a good starting point to achieve operational excellence.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

BirdEye

MAY 11, 2023

Moreover, the same report shows that 41% of clients prefer to use chat for support, compared to phone, email, or social media. Since you may have to leverage more than one marketing channel, work with tools with robust analytics, reporting, and tracking features. That gives you a conversion rate of 0.05%.

Social Media 98

Social Media How To Return on Investment ROI 98

Playvox

DECEMBER 21, 2022

A 2020 Gartner report suggests that companies’ hesitation to continue remote work is because they perceive it will have negative effects on productivity, trust, and culture — not that it actually does. Their study also showed that remote employees are more likely to report high discretionary effort and high enterprise contribution.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

ClientSuccess

MARCH 2, 2021

CSMs typically gauge success on metrics like usage rates and NPS scores while AEs are driven by bottom-line revenue goals. . While the reporting structure of an AE and a CSM depends on the specific organization, the roles typically leverage department-specific metrics to track success.

Customer Success 62

Customer Success Management eBook Metrics 62

Playvox

JULY 14, 2023

It’s key to understand the complexities of these metrics to know if they are leading to improved satisfaction or if customers are left feeling rushed and problems are left unresolved. Look at schedule adherence and schedule compliance metrics. This is likely the area where you can make the most significant impact.

Contact Center 74

Contact Center Measurement Call Center How To 74