6 Ways to Move from Measuring Scores to Measuring Outcomes

MaritzCX

In today’s world, receiving customer experience feedback surveys seems part of almost every transaction. From opening a bank account, taking out an insurance policy, to going on holiday and even buying groceries in the supermarket.

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?

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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

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.

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

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.

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

Storyminers

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.

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.

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.

Your CX Scorecard is Probably Measuring the Wrong Thing

Heart of the Customer

The post Your CX Scorecard is Probably Measuring the Wrong Thing appeared first on Heart of the Customer. “The purpose of a business is to create and keep a customer.” – Peter Drucker I love that quote.

Exposed: How To Measure Your Customer’s Loyalty and CX

Beyond Philosophy

Many organizations measure their Customer Experience (CX) in the wrong way. It is how you measure it and it’s one of the fundamental failures of many CX programs. Measuring is a critical part of any effort to quantify progress (or failures) when you have a goal of improving your CX.

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.

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.

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.

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.

Measuring Your Success With CSM KPIs

Amity

” 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.

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.

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

The Measures Every Contact Center Should Have

Brad Cleveland

Establishing the right measures and objectives is one of the most important responsibilities in leading and managing a contact center successfully.

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?

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?

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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.

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

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.

Beware! Don’t Make These Mistakes When Measuring Success

Beyond Philosophy

When you are improving your Customer Experience (CX), measuring your progress is crucial. Measurement tells you what you are doing right and, perhaps more importantly, what you are doing wrong. We find that many organizations measure performance in sales growth or stock price.

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.

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

Storyminers

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.

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

Driving Measurable Results from CX Initiatives

Verint

We will discuss how to avoid these common pitfalls, cover best practices for how to prioritize CX initiatives that will have the greatest impact, and review case studies of leading organizations that Jeff has helped successfully connect CX to financial measures. In my last post , I reflected on my vacation to the Galapagos and my thoughts on how customer experience programs needed to evolve similarly to how various endemic species of the Galapagos were required to in order to survive.

Recent WebTV Interview on Contact Center Measures

Brad Cleveland

In this interview-style 15-minute video, we discuss 7 measures every contact center should use and provide guidance on how to interpret operational reports. I recently appeared on Laura Sikorski’s WebTV show Sikorski’s Think Abouts.

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.

Prove it: 3 ideas on how to meaningfully measure CX transformation

Vision Critical

Everyone working in customer experience (CX) wants to know if their time and resources are well spent. CX can be a messy space , full of different beliefs and potential paths to follow. At the same time, CX has to compete with other departments for resources.

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.

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.”

5 Questions To Help You Measure Customer Adoption

Amity

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)

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

Caution: Don’t View Contact Center Performance Measures in Isolation

Brad Cleveland

Consider a few examples that illustrate the interrelated nature of contact center performance measures: Cost per contact going down may actually be a bad sign.

Measuring Customer Loyalty: Is the NPS Still Relevant?

Jacada

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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