Trending Sources

Measuring Customer Loyalty Shouldn’t Be Difficult

Kayako

Which survey will measure customer loyalty and show us who our best customers are and those at risk of churn? Customer surveys that measure advocacy, satisfaction, and effort don’t give us the insights we need. How do you measure customer loyalty with metrics?

How Your Customers Measure You

Clarabridge

Are you measuring for your benefit or are you genuinely looking for ways to stay ahead by improving the customer experience? Do you understand how your customers measure you? Measurement Motivation. Robust and routine measurement of the customer experience is to be applauded.

You’re Probably Measuring Customer Satisfaction Incorrectly

Kayako

Clearly, satisfaction isn’t great for measuring loyalty either. Customer satisfaction measures whether your product/service meets or exceeds buyers’ expectations. Neither NPS nor CSAT are an indicator of future loyalty when measured individually.

Measuring customer experience in less invasive ways

Jacada

Intruder alert! While it is crucial to find out exactly how your customer feels, in order to deliver better service, intrusive methods like surveys and callbacks can easily end up shooting your efforts in the foot. Read More. Jacada Blog

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers

Customer Experience Strategy: How to Measure the Immeasurable

BlueOcean

We measure, measure, measure until we’re sure our agents are delivering the best call center outsourcing service for our clients’ requirements – and we have the data to back it up. The post Customer Experience Strategy: How to Measure the Immeasurable appeared first on.

How to Measure Customer Emotions

Beyond Philosophy

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. However, unless you measure your progress, you won’t know if you are.

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Jacada

But that said, it begs the question: Is NPS still the most effective tool to measure true customer satisfaction and loyalty, accurately and reliably? Developed and first introduced in 2003 by Fred Reicheld, Bain and Company and Satmetrix, Net Promoter Score® (NPS 1 ) has become somewhat of the definitive metric for gauging customer satisfaction and loyalty.

Listen for the right words to measure customer service

NewVoiceMedia

Open your ears and you will find it’s easier to measure customer service levels than you might think. The measure of customer service or lack thereof was clear in his words. Key learning point to measure customer service. Action steps to measure customer service.

Measuring What Matters: Choosing Metrics That Drive Performance

MaritzCX

In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts.

How to Measure Customer Emotions

Beyond Philosophy

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. The NPS is an excellent way to measure the customer’s opinion of your Customer Experience as it predicts how likely they are to recommend you to others. However, unless you measure your progress, you won’t know if you are.

Measure Twice, Cut Once

CX Journey

I''ve used this quote, i.e., Pearson''s Law with my addition in bold below, in posts and presentations several times in the past, but it''s one worth repeating: When performance is measured, performance improves. Well, measure twice, cut once reminds us of a few things.

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

ijgolding

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. Failure to measure sufficient ‘voices’! Failure to measure the true ‘end to end’ customer journey.

How to Measure Customer Experience

nanorep

There are a few tried and true tools in the industry that can give a pretty accurate measurement of customer experience. Learn which are right for your customer care program

Measuring Marketing Effectiveness

Peter Lavers

However, another rich territory for seeing the benefit of multiple technical customer insight (CI) disciplines is the measurement of marketing effectiveness. The most obvious example is probably the challenge of measuring the effectiveness of “below the line” verses “above the line” marketing.

Measuring CX in a Different Way at EchoPark

MaritzCX

In the last of our series on EchoPark, Marti Eulberg talks about a non-traditional dialogue approach to getting customer feedback. Full disclosure here – MaritzCX does EchoPark’s CX program. That being said, the approach is one that we are baking into more of our CX programs.

Which sales and service KPIs should we measure in the golden age of the customer?

NewVoiceMedia

Businesses today firmly believe that you can’t manage what you can’t measure. But for some contact centers, what to manage and what to measure are giant question marks. . The post Which sales and service KPIs should we measure in the golden age of the customer?

Sales 86

What You Should Measure, But Probably Don’t

Amity

Okay data junkies, let’s pause for a second (or about 244 seconds as this article is a little lengthy), and review what we are measuring in our Customer facing organizations. ” Well l have created a version of my own: “If you measure it, you will have insights.”

NPS, CSAT, or CES: What’s the True Measure of Customer Loyalty?

CX Journey

There is an abundance of metrics out there that can measure the quality of your customer support. When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers. How do I measure customer loyalty with metrics?

NPS 81

Speed isn’t everything: what to measure when scaling your support team

Kayako

Scaling up your customer support team means you not only need to hire more staff to handle the increase in volume, but you’ll also want to measure performance and results from your current team, to ensure they’re working efficiently and to their full potential.

Be a Customer Experience Leader. Measure the Right Way.

CX Journey

If not, you’re probably not measuring in the right way. To achieve your goals, you’ll need to measure the fine-grained elements of your customer interactions. But simply measuring your speed (the outcome) won’t tell you what - or how - to improve.

The Transparent Customer Experience: how measurement can benefit both company & customer

ijgolding

It is impossible to go online these days without seeing some form of ‘customer driven measurement’. For me, this measurement system is of tremendous benefit to both the company and the customer.

Measure Emotions In Customer Experiences To Improve Loyalty

Forrester

In a recent episode of CX Cast, I spoke about how to measure emotions in customer experience. For detailed insights, check out my report How To Measure Emotion In Customer Experience (subscription required). Early on in my research, I found that most current CX measurement programs don't quantify customers' emotions. Measuring emotions -- and making sense of all of the tools and methods that claim to do just that -- is hard.

The New Loyalty – Measuring Brand Stickiness (part 1 of 3)

ENGAGE.cx

The post The New Loyalty – Measuring Brand Stickiness (part 1 of 3) appeared first on ENGAGEcx. Part 1 – Traditional Loyalty is at a Cross-roads. Click to download The New Loyalty 3 part series.

CXEvolution: Implement CX Measurements While There is Still Time

MaritzCX

Does your CX program deliver timely feedback to the people who are empowered to take action? My husband and I recently splurged to stay at a high end hotel while attending Austin City Limits. Given the steep nightly rate, we were surprised at the incredibly small room we were given with a clear view of. View Article

What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

Your brand is not what you think it is! It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. These are two vital elements of branding. They need to be clear and [.].

Measuring the Impact of Social Media

Customers Rock!

There are many ways to measure the success of social media at an organization. Measuring the gains. There is more than one way to measure the gains from social media. This post is part of the Social ROI Blog Carnival at Think Customers: the 1to1 Media blog.

How to Embed a Customer Experience Framework 

ijgolding

C ustomer Journey Management and Measurement (Voice of the Customer and Voice of the Process); Organisational adoption and accountability. Voice of the Employee measurement.

How Measuring Customer Returns Leads to Higher Profitability

Amity

In this post, I’ll share some of what I learned from their book and my own experience of implementing programs to measure and improve ROC. Measuring ROC helps you to quantify the potential impact of increasing customer happiness, reducing churn, or driving more referrals.

Why great CX measurement is invaluable to retailers — BloomReach (video)

ForeSee

The post Why great CX measurement is invaluable to retailers — BloomReach (video) appeared first on ForeSee. Analytics & Measurement Insights Retail BloomReach CX measurement Dan Chester ForeSee in the news Interview video

Measuring Customer Health: A Guidance and Feedback System

Amity

One of the keys to success is being able to monitor and measure the health of your customers. The monitoring and measurement of customer health is a guidance and feedback system that provides companies with a structured and disciplined approach to customer success.

Choose a Measurement to Improve Customer Experience

PeopleMetrics

I have a suggestion: measure something. Picking a measurement can help. But when you choose a measurement, make sure it’s actionable. Does it matter what you measure? A beacon to measure against as you work to improve customer experience.

eBook 25

7 Steps to Dynamic Customer Experience Measurement [Forrester Report]

Qualtrics

Perhaps, your company’s leadership has recently learned that they, like many others, are likely losing millions in revenue because they lack a sophisticated way to measure the customer experience. Step 2: Select which experience to measure.

How SaaS Companies Can Benefit from NPS Measurement

LiveChat

According to Dana Severson , Director of Marketing at Promoter.io , the most powerful and comprehensive tool built to help companies measure loyalty and customer sentiment using the Net Promoter Score (NPS). Benefits of NPS measuring.

NPS 52

Measure the Leading Indicators of a Stronger Service Culture

Up Your Service

So what is the first thing you can measure to see if your service culture is getting stronger? But is there something you can measure even earlier to see if your culture of service improvement is improving? Finally, a third contest was launched to measure “Value Created for Customers”.

6 Metrics to Measure Your Customer Service Knowledge

Tricia Morris

A new 2016 Knowledge Management for Customer Service survey conducted with analyst and knowledge management authority Esteban Kolsky shows organizations are struggling with justifying greater investments in knowledge because they’re not measuring its impact.

Selecting the Right Customer Loyalty Measures for your CX Efforts

Bob Hayes

Consequently, how you measure customer loyalty will necessarily impact the insights you get from your customer experience analytics. In today's post, I will talk about two important measurement factors you must consider when selecting your customer loyalty metrics.

The New Loyalty – Measuring Brand Stickiness (part 2 of 3)

ENGAGE.cx

The post The New Loyalty – Measuring Brand Stickiness (part 2 of 3) appeared first on ENGAGEcx. Part 2 – Creating Loyalty with Customer Experience and Location. Go to Part 1 . Cross-channel Customer Experiences and Product Shopability. Click to download The New Loyalty 3 part series.

Customer Journey Management – it’s not just about the mapping!

ijgolding

Have you implemented a measurement system that captures customer perception (voice of the customer) of the end to end customer journey(s)? Have you implemented a measurement system that captures employee perception (voice of the employee) of the same end to end customer journey(s)?