Measuring Customer Loyalty Shouldn’t Be Difficult


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?

Measuring customer experience in less invasive ways


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

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How Your Customers Measure You


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.

How smart brands measure customer intelligence ROI

Vision Critical

This raises the question: What is the ROI of customer intelligence and how do you measure it? Innovative companies use customer feedback to complement other measures of CX, including the Net Promoter Score , share of wallet and customer satisfaction surveys.

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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

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.

Gratitude – Important for Independence Day and A True Measure of your Service Warmth*

Wired and Dangerous

It is great to provide a sincere “thank you” but a true measure of the warmth of your service comes from a thank you laced with generosity. “Thank you” are the two most important words in the English language.

Listen for the right words to measure customer service


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


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.

Measuring Your Success With CSM KPIs


” His point was that it’s not enough to set goals, objectives, and targets for a team - it’s also necessary to measure how you’re doing against what you’ve planned and communicated. I’ll also define some of the key terms used in measuring customer success.

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


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.

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.

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.

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


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?

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Measuring CX in a Different Way at EchoPark


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.

How to Measure Customer Experience


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

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?

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


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.

Why the Best Measure of Customer Value is the Value You Provide to Your Customers


The best way to start is to include your customers’ measures in your own measures. The post Why the Best Measure of Customer Value is the Value You Provide to Your Customers appeared first on Storyminers. It’s not easy trying to grow a business.

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.

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


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.

CXEvolution: Implement CX Measurements While There is Still Time


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


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 [.].

What You Should Measure, But Probably Don’t


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.”

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

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.

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.

Measuring Customer Loyalty: Is the NPS Still Relevant?


In a world where your competition is only one click away, customer loyalty is crucial for staying relevant in any industry and profitable.

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5 Questions To Help You Measure Customer Adoption


By establishing a ratio of daily active users vs. monthly active users, you’ll be able to measure how baked into a user’s routine you have become, and you will easily notice a potential decline in engagement. Adoption is a broad concept and it differs for all businesses.

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


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

How SaaS Companies Can Benefit from NPS Measurement


According to Dana Severson , Director of Marketing at , 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.

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How Measuring Customer Returns Leads to Higher Profitability


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.

Choose a Measurement to Improve Customer Experience


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.

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


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.

Measuring Customer Health: A Guidance and Feedback System


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.

Measure Emotions In Customer Experiences To Improve Loyalty


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.

7 Steps to Dynamic Customer Experience Measurement [Forrester Report]


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.

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.

Measuring the Value of Market and Customer Intelligence


We received a call the other day from a marketing executive at a company that wanted to explore conducting market research and how to measure its value. To gather intelligence they have relied primarily on second-hand information from conversations their sales, service and implementation teams have with prospects and customers, and direct input while at [.]. Customer Focus Marketing Sales Small Business Social Business