PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. 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. Technology has created a new age. You have a few.

Metrics 87

Metrics Customer Experience Banking eBook 87

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.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

Comm100

DECEMBER 14, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. This can be done using surveys, questionnaires and focus groups, for example. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant. Customer Experience Metrics.

Strategy 225

Strategy Customer Experience How To Effort Score 225

Comm100

JANUARY 25, 2018

In fact, Gallup’s survey of Fortune 500 Companies to determine the happiest workplaces found that in the top quartile, businesses saw: 22% higher profitability. 10% higher customer metrics. For a truly holistic approach that will highlight all aspects of your business that can be improved, you also need to survey your employees.

Customer Satisfaction 103

Customer Satisfaction Survey Feedback eBook 103

Feedbackly

OCTOBER 27, 2022

But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! Through EVI® surveys, you can understand how customers perceive your business emotionally. EVI® is a metric that can effectively tap into customer feelings – a core element in decision-making.

Effort Score 98

Effort Score Customer Journeys Metrics Retail 98

Feedbackly

OCTOBER 20, 2022

Both platforms allow users to create and distribute customized online surveys and analyze the data for better decision-making. With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. Functionality.

Feedback 75

Feedback Software Multi-Channel NPS 75

NICE inContact

SEPTEMBER 25, 2019

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. If your curiosity is piqued, download our complimentary eBook now to learn more about contact center technology in the cloud.

Contact Center 136

Contact Center Call Center Omni-Channel eBook 136

Uniphore

JUNE 10, 2021

Many call center leaders become “metric myopic” when coaching—zeroing in on one or two KPIs during a call. However, when agents are trained to over-optimize for metrics, like AHT, customer service often suffers. Download the eBook. Better Performance. Don't Coach to a Number. Call Center Life: Things that make you go "Umm".

Call Center 147

Call Center Contact Center Average Handle Time eBook 147

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. Success isn’t based on “we think” or “we feel”.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ClientSuccess

JULY 26, 2022

As a CSM, you work with qualitative and quantitative data when tracking customer success metrics. On the quantitative side, however, much of the information gathered comes from on-platform performance or surveys. . eBook: Ultimate Guide to Customer Success Metrics. eBook: Ultimate Guide to Customer Success Metrics.

eBook 77

eBook Metrics NPS Measurement 77

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. The Three Most Popular CX Metrics.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. For a comprehensive measure, use EVI® with other metrics like NPS, CES, and C-SAT. Using an EVI® survey, you can ask how the customer feels about the brand at first glance. The EVI® score can also provide context to the results of other KPIs.

Customer Journeys 64

Customer Journeys Measurement NPS eBook 64

GetFeedback

FEBRUARY 15, 2019

The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. This segmentation becomes vital during survey analysis. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

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

Customer Bliss

FEBRUARY 10, 2015

With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.

Chief Customer Officer 100

Chief Customer Officer eBook Metrics Leadership 100

Responsetek

MAY 7, 2018

Depending on the country and approach used, SMS or Instant Messaging surveys can yield response rates of up to 35%. Working with telcos around the world in the mid to late 2000s, we became a pioneer in mobile surveying, mastering the art and science of the SMS survey. They are best for what we call ‘experience surveys’.

Survey 40

Survey Contact Center Effort Score eBook 40

ClientSuccess

MAY 24, 2022

This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented. Then, the answers to NPS survey questions are aggregated together to form the NPS score. But what is a good NPS?

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

SurveySensum

MARCH 25, 2024

Those pesky little windows are called exit pop-up surveys and can save between 10-15% of abandoning visitors. Exit intent popups are a type of website popup survey that is triggered when a visitor shows intent to leave the webpage. This helps reduce bounce rates, which is important for improving SEO and user engagement metrics.

Examples 52

Examples eBook Survey User Experience 52

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Strategizing Customer Success Spend for 2021: 5 Takeaways From Our Survey On Customer Success Budgeting. Retention Attention: Metrics and Best Practices That Up Your Retention Game. Customer Success Team Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

NOVEMBER 22, 2021

Surveys are a great way to collect customer sentiment and feedback throughout their journey for multiple reasons, the most significant being that they provide a distanced (aka not face-to-face) channel to deliver straightforward, unbiased input. eBook: 5 Ways To Surprise & Delight Your Customers. Voice of Customer. Social Media.

Marketing 52

Marketing NPS Voice of Customer Effort Score 52

ChurnZero

NOVEMBER 9, 2021

Use historical data to personalize surveys, so your customers are only answering questions that are directly relevant to their experience. Customer surveys and feedback are important to your Customer Success team for a number of reasons. We offer a number of integrated survey options , including NPS, CES, CSAT, and custom surveys.

Company 97

Company Customer Experience Survey Customer Retention 97

Playvox

JANUARY 30, 2024

According to a recent Gallup survey , only 23% of employees worldwide and 32% in the U.S. Track metrics for success and improve the strategy and tactics as you progress. It’s also important that the metrics you gamify do not drive bad behaviors in agents. Yet managers continue to fall short. fall in the “engaged” category.

Gamification 79

Gamification Contact Center Training Feedback 79

ShepHyken

JANUARY 18, 2019

This post is an excerpt from Humach’s latest eBook, The Guide to CX Success , which can be found here. Given the current state of technology, your strategic goals must now go beyond improving metrics. . – Shep Hyken. It’s that time of year again. Time to start planning for your 2019 customer experience initiatives.

Customer Experience 94

Customer Experience Contact Center Airlines Average Handle Time 94

BirdEye

AUGUST 28, 2020

Collecting feedback through reviews and surveys. If you want to get started collecting customer feedback, we recommend that you start with two things: online reviews and surveys. Surveys: Once you’ve spotted a potential issue through reviews, use surveys to explore this area in more detail. Communicate with your team.

Competitive Advantage 75

Competitive Advantage Feedback Net Promoter Score Hospitality 75

Playvox

NOVEMBER 1, 2022

Agents in our survey were resounding in their praise for remote work arrangements. A sprawling 2022 survey of more than 20,000 knowledge workers by Microsoft offers some insights. Remote work is a benefit that’s highly important to customer service agents. Why bring agents back when even managers are satisfied with it?

Contact Center 74

Contact Center Policies Guidelines Average Handle Time 74

Playvox

DECEMBER 21, 2022

Managers and agents in our survey weren’t on the same page when it comes to training, with managers favoring instructor-led training and agents preferring to work with another CSR to learn the ropes of handling customer interactions. Related eBook: 9 Contact Center Metrics Essential for Success. Motivation.

Contact Center Software 52

Contact Center Software Contact Center Software eBook 52

Playvox

JANUARY 12, 2023

Agents in our survey considered it the top motivator their contact center can offer, and 56% said they would consider leaving their job if they couldn’t continue. By tracking the right metrics and using smart technology, you can keep a close eye on your agents’ success and productivity — without becoming Big Brother in the process.

Contact Center 69

Contact Center Metrics Study eBook 69

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . Traditional performance metrics are not relevant for self-service. The role of technology is more important than ever in improving customer service and operational efficiencies. What is Customer Self Service? Measuring Self-Service KPIs. Cost Effectiveness.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

Playvox

JANUARY 25, 2024

Improved Customer Service and Retention A recent Forbes Advisor survey revealed 48% of consumers are willing to pay more for quality customer service. With a tight labor market and increasing expectations for excellent customer experiences and employee experiences, it’s a competitive advantage to embrace WFO solutions.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

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. Like many companies, we collect NPS scores from customers.

Data 98

Data Net Promoter Score NPS Effort Score 98

Comm100

NOVEMBER 21, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Agent Self-Evaluation, in a nutshell, is allowing your agents themselves to not only measure their own performance (through surveys and reviews) but also the service that the organization provides as a whole. Download Now.

How To 0

How To Customer Service Training Training eBook 0

Comm100

JUNE 13, 2018

Metrics and Measures. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure. It’s a refreshing take on customer service, and the numbers game as the focus with ProdPad is targeted internally vs. through external customer surveys.

Customer Service 102

Customer Service Airlines Call Center Metrics 102

Daniel Group

JANUARY 30, 2020

” In short, this blog outlines and explains the main reasons to listen to your customers which are to improve your: Products (“Metrics tell you what, but feedback can often tell you how and why.”). EBOOK – Why B2B customer feedback programs fail (and how to make yours succeed). READ MORE AND GET THE EBOOK.

Strategy 52

Strategy B2B eBook B2C 52

Gainsight

APRIL 7, 2022

The best product-led growth strategies use metrics to shine a light on problems and reveal the best route to stronger adoption. These processes gather feedback from your users through assets such as surveys or chats. Metrics You Can Use To Measure Product Adoption. How To Measure Product Adoption. Build customer feedback loops.

Analytics 52

Analytics Measurement How To Handbook 52

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 65

Customer Experience eBook Metrics Customer Relationship Management 65

Optimove

AUGUST 17, 2022

We recently surveyed 323 marketing decision-makers about their views on marketing, budgets, technology, acquisition vs. retention, future plans, tactics, and challenges. We handed them no less than 25 questions. That’s plenty, we know, but it allowed us to dive deep into the issues, and we did thank them.

CRM 52

CRM B2C eBook ROI 52

ClientSuccess

JANUARY 10, 2020

Rely on metrics to gauge success. . Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. Training managers and CSMs should work with managers to identify key metrics and KPIs to track and measure success. eBook: 5 Ways to Surprise and Delight Your Customers.

Customer Experience 64

Customer Experience eBook Metrics Customer Relationship Management 64