Mon.Feb 24, 2020

Customer Usage Metrics That Matter

CSM Practice

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either.

What is a Survey

Happy or Not

Surveys are commonplace, and yet many businesses still forget to conduct them to obtain their own verified research. A survey can take many different formats and be used […]. The post What is a Survey appeared first on HappyOrNot. Uncategorized Customer Experience Feedback Customer Feedback

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Why You Need to Embrace Both CX and EX

Feedbackly

Customer experience (CX) and employee experience (EX) go hand in hand. It’s a classic ‘chicken or the egg?’ scenario, and it’s still debated whether. The post Why You Need to Embrace Both CX and EX appeared first on Feedbackly.

Webinar: Tips to Prepare Your CX Program for the Next Decade

MaritzCX

Keep Your CX Program Fresh & Up-to-Date with Employee Experience It wasn’t long ago that practitioners spent their days clarifying the difference between customer service and customer experience, identifying the right technologies, building their teams, and stressing out over how to prove ROI.

Tips 260

A Practitioner's Guide to Sustainable Customer Experience in the Contact Center

To make contact center conversations great, you need to set-up the right environment for success. This involves your contact center design, the data you use, and some critical customer-centric capabilities.

Agents Get the Driver Seat in Delivering Customer Experience

NICE inContact

Today’s contact center leaders are measured on how they move the needle on customer experience (CX). It probably ranks as the #1 KPI in today’s customer centric contact enters.

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Leave the Toxicity Behind: Overcoming Contact Center Negativity

Calabrio

I got my start in contact centers by taking customer service calls. It was the late 90’s, and Titanic was dominating the box office. MMMBop was a huge hit, and Third Eye Blind ruled the charts.

The Only 3 Strategies that Increase Customer Value

Genroe

I am often asked, What is the best way to develop and implement strategies to increase customer value? From a customer perspective, there are only two ways to drive business value: Customer Acquisition and Customer Retention.

Add Agent Specialization to Your Customer Support Strategy

UJET

There’s a saying: jack of all trades and master of none. The meaning behind this is that a person has knowledge of a variety of subjects and skills, but might not be an expert in any of them.

5 Top Customer Service Articles For the Week of February 24, 2020

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.

How to Leverage Quality Management to Transform the Customer Experience

When was the last time you took a step back to examine quality management (QM) in your contact center? Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center. Download this eBook and uncover how winning organizations are improving Customer Satisfaction, NPS, and other key metrics.

10 Best Performance Management Tools to Look for in 2020

SurveySparrow

Performance Management is no trivial affair. Your company’s growth depends on the performance of your employees and you just can’t ignore them.

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Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success.

10 Best Performance Management Software to Look for in 2020

SurveySparrow

Performance Management is no trivial affair. Your company’s growth depends on the performance of your employees and you just can’t ignore them.

CSM Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey.

Why Community is a Strategic Asset Against Your Competitors

Speaker: David Spinks, Founder of CMX and VP of Community at Bevy, and Adrian Speyer, Head of Community at Vanilla Forums

Join Vanilla Forums as Founder of CMX and VP of Community at Bevy, David Spinks, and Head of Community at Vanilla Forums, Adrian Speyer talk about how the best companies in the world are building strong cross-channel communities to successfully protect their most valuable assets: their customers, partners and stakeholders.

A Complete Guide to create a Perfect Customer Onboarding Process

SurveySparrow

Whenever a customer suffers after making a purchase, they will immediately regret their decision. You can expect one of these things to happen: 1. They will send a snarky review where they outline their experience to everyone on the Internet. They will ask for a refund.

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Customer Usage Metrics That Matter

CSM Practice

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either.

How to Collect Customer Payments While on the Move

CSM Magazine

It can be difficult for you to make and receive payments while traveling.

Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success.

Get More Value from Contact Center Performance

This whitepaper has provided some suggestions for KPIs that you may want to use. Once you’ve chosen your KPIs, make sure that you’ve communicated the importance of these metrics to all employees in your contact center, as well as how you expect them to be achieved.

5 Benefits of Recruitment Process Outsourcing

CSM Magazine

In 2020, more tech companies are expected to make use of recruitment process outsourcing (RPO). Due to a critical shortage of software engineers in the USA, IT companies need external help.

Customer Health Metrics That Matter

CSM Practice

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Burger King Wins CPG Gold with Mold

NetBase

Burger King did something crazy last week – crazy like a fox. By showing its burger become super gross over time, it created buzz that has to be leaving competitors clamoring for a taste of BK’s online savvy. How did the king of burgers come up with an idea the produced CPG gold with mold?

Customer Success Team Performance Metrics That Matter

CSM Practice

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey.

Straight Talk about Security, Compliance and Reliability in Cloud Communications

The risk is real - every organization recognizes the consequences of inadequate security, compliance and reliability in communications systems. Data breaches make headlines and privacy violations put companies at legal risk, not to mention the very real revenue costs of downtime. In this report, 8x8 shares how they secure data across every step of their communications system - and how you can easily comply with tightening regulations.

Redefining Disruption

Think Customers

When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009, it perfectly encapsulated the nature of disruptive companies.

Customer Usage Metrics That Matter

CSM Practice

Your customers cannot be successful if they don’t use your solution offerings. Unfortunately, renewing their subscription contract with you, does not mean they are successful either.

Adding Objects to Your Presentation’s Background

Dapresy

Dapresy is introducing a new series of articles, prepared by Daniel Landelius, Customer Support Specialist, which will focus on report building for efficiency. The series will highlight different functions in the system and how to best utilize them when setting up your project.

Customer Success Financial Metrics That Matter

CSM Practice

Guessing has no place in a changing customer success industry. Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.