AEGON – NPS Measurements in Realtime

MaritzCX

Real-time NPS measures enable Aegon to establish operational processes to close the feedback loop across multiple touchpoints MOVING TO REALTIME NPS FEEDBACK Aegon’s purpose is to enable their customers to achieve a lifetime of financial security, by offering tailored products and services meeting the needs of their wide customer base.

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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?

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.

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

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.

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.

Why You Need To Measure Journeys—Not Just Touchpoints

Kerry Bodine

One of the most exciting developments of the past few years is the recognition, in the words of McKinsey , that “end-to-end customer journeys, not individual touchpoints, are the unit to measure when setting priorities for your customer-experience investments.”.

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.

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.

NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett

ijgolding

My own thinking and experience is that today, especially in an epoch when social media allows customers to indicate pretty much instantly how they feel about an organisation, a business which wants its customers to love it needs to do far more than just measure NPS.

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.

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.

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.

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.

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.

Testing CX Initiatives for Financial Benefits: Measurement Models for your Business Case

CX University

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. Metrics and ROI ad-hoc Financial measurement testing

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.

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

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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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.

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.

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.

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?

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.

The 33 Essential Customer Service Metrics: The Complete Guide to Measuring Customer Support

Solvvy

The post The 33 Essential Customer Service Metrics: The Complete Guide to Measuring Customer Support appeared first on Solvvy

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.

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.

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.

Is Your Company Measuring the Wrong Things in its Customer Experience Program? - Frank Reactions

Tema Frank

That leads into another measurement problem: NPS, or Net Promoter Scores. In particular, customers aren’t rational, measuring machines. The post Is Your Company Measuring the Wrong Things in its Customer Experience Program?

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.

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.

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”.

The New Evolution of CX: Measuring and Assessing CX Maturity in the Modern World

MaritzCX

Editor’s note: This is a chapter from the ebook, Unlock the Value of CX. You can download the entire book here. Customer experience is the next competitive battle ground… because while features, functions, and materials are easy to replicate, experiences are not.

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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.

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 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.