Tricia Morris

FEBRUARY 12, 2016

Customer service knowledge comes in many forms from customer self-service knowledge to agent-facing knowledge, and many formats from video, to knowledge base articles and more. For those looking to start measuring the effectiveness of this important service foundation, here are six metrics to consider when it comes to knowledge: 1.

Metrics 40

Metrics Measurement Self Service Customer Service 40

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. Understand the journey.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

GetFeedback

DECEMBER 2, 2019

Start with measuring your CSAT score as outlined by GetFeedback. If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. You must do the math to show why keeping customers satisfied, and measuring that consistently, is critical to successful outcomes for the overall business.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

BirdEye

MAY 11, 2023

Table of contents Top 8 ways to generate mortgage leads Tracking and measuring your mortgage lead generation efforts Frequently asked questions about mortgage leads Conclusion Top 8 ways to generate mortgage leads While buying mortgage leads can help your business, there are better strategies for reaching modern home buyers.

Social Media 98

Social Media How To Return on Investment ROI 98

BirdEye

APRIL 25, 2023

It’s a roadmap that outlines your goals, target audience, which social media platforms to use, what kind of social content to create, and how to measure success. Apply the method of SMART(specific, measurable, achievable, relevant, and time-bound) goals. Videos, images, links, and live streams work the best here.

Social Media 93

Social Media How To Infographics Video 93

Experience Investigators by 360Connext

MAY 12, 2020

What if you could confidently say that costs could be reduced by 10% with some proactive customer experience measures put in place? The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success.

Customer Journeys 162

Customer Journeys Contact Center How To Effort Score 162

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. Here are some highlights surrounding each: 1.

Social Media 49

Social Media Analytics Metrics Airlines 49

Gainsight

JUNE 13, 2024

You measure success: Just like your Product team uses insights and feedback to iterate your product, you’re using—or will use—learning and business-level metrics to gauge the impact of your academy. Remember: People trust their peers (almost unanimously) more than branded content.

Social Media 52

Social Media Course Case Study Chief Customer Officer 52

Gainsight

MARCH 12, 2024

How do they measure success with your product? For example, you can ask ChatGPT—or other tools—to create: A course outline A video script Questions for a quiz Creative course names or a description An email or social post to promote your courses to customers AI is your friend, not your replacement. What motivates them?

Course 52

Course Tips Measurement Exercises 52

BirdEye

APRIL 28, 2023

Use platforms such as Twitter, Instagram, Facebook , and TikTok to create posts and bite-sized videos to educate and engage with followers. Virtual events and webinars Content also comes in the form of virtual events, podcasts, and webinars. Repurpose your webinars or podcasts as YouTube clips or Reels to expand your reach.

Insurance 98

Insurance Strategy Marketing Social Media 98

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. Questions about its relevance and significance echo in boardrooms and strategy sessions.

Analytics 52

Analytics NPS Banking Analysis 52

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.).

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

NobelBiz

FEBRUARY 27, 2024

Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

CSM Magazine

JUNE 20, 2023

Digital marketing Return on Investment (ROI) is the measure of the effectiveness of marketing campaigns and strategies in generating profit. Moreover, ROI is a metric used to calculate the financial gain or loss from an investment. This could include creating blog posts, videos, social media posts, and more.

ROI 52

ROI Customer Service Marketing Social Media 52

Lithium

NOVEMBER 7, 2023

Check out this webinar to understand better the different content types you can report on to help make informed, impactful decisions based on accurate data. New Closed Engagement Rate metric The new Closed Engagement Rate metric has been added to the Agent Performance widget.

Knowledge Base 52

Knowledge Base Metrics Video Government 52

Feedbackly

OCTOBER 20, 2022

Now, the specialty of Feedbackly is it offers an additional metric exclusive to its users. EVI® aims to measure and analyze customer emotions. You can use the survey at any stage of the customer journey and derive useful correlations by connecting it with other CX metrics.

Feedback 75

Feedback Software Multi-Channel NPS 75

inmoment

OCTOBER 3, 2018

When it comes to metrics, the human race is a little obsessed. We measure our weight, height, IQ, wealth, and now our followers on social media. Those of us in customer experience (CX) take metrics even more seriously, and for good reason. It’s easy to get stuck on what your measuring.

Metrics 40

Metrics Case Study Social Media Groups 40

Lithium

MAY 3, 2022

In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Mobile Handoff: IG Multi-videos, Stories, and Reels Users will now be able to create and schedule posts with multi-videos, stories, and Reels with Instagram via the mobile handoff workflow. Advanced CX Insights Webinars Watch now.

Multi-Channel 52

Multi-Channel Social Media Roadmap Metrics 52

Gainsight

AUGUST 24, 2020

At a recent Gainsight PX customer webinar, two of our experts explained three key tech-touch strategies for customer onboarding, which we’ll cover below. Channels include emails, webinars, user groups, and support and documentation. Track the success metrics and re-iterate. Useful measures of success may include: .

Multi-Channel 105

Multi-Channel Effort Score Guidelines Metrics 105

Lithium

JUNE 27, 2022

Unlike the more traditional social media channels, what is required to read TikTok's metrics goes far beyond Twitter or any Meta social channels. It worked for a time, up until, in 2013, Instagram and Snapchat added 15-second video options and paid post options for brands. You can still use view counters to measure success.

Analytics 52

Analytics Engagement Social Media Video 52

Totango

FEBRUARY 11, 2020

How to Measure Success During Adoption . Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. That said, there is no one formula for measuring adoption, and different teams should track different metrics. Product training.

Customer Success 117

Customer Success How To Metrics Customer Journeys 117

ChurnZero

SEPTEMBER 8, 2022

Companies can deliver training through courses, videos, webinars, instructor-led training (ILT) and increasingly, virtual instructor-led training (VILT). Customers who engage with training demonstrate faster adoption, higher retention, and less churn, leading to better overall customer success metrics. Product adoption.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

Influitive

OCTOBER 30, 2015

In this video interview with Chandar Pattabhiram , Group VP of Product and Corporate Marketing at Marketo, you’ll find out how the next generation of CMOs can leverage marketing technology to move away from mass marketing techniques and get back to building 1:1 relationships—in a way that is measurable and scalable.

Customer relationships 79

Customer relationships Video Engagement Marketing 79

ChurnZero

JANUARY 22, 2021

If you’ve internally cursed the idea of selling or simply desire to take your sales skills up a notch, then this webinar is for you. To learn how selling and taking great care of your customers actually go hand in hand, we hosted a webinar with Bryan Neale, Founder of Blind Zebra Consulting and self-proclaimed “CS Sales Whisperer.”.

Sales 98

Sales Net Promoter Score Culture Chief Customer Officer 98

NobelBiz

MARCH 23, 2022

ROI (Return on investment) measures the return on a future, past or current investment over a given period. There is no limit to how automation could be helpful, especially when you factor in metrics like agent efficiency and cross-selling. How do you plan to measure the customer service process? What analytics do you offer?

Return on Investment 52

Return on Investment Contact Center ROI Measurement 52

Grade.us

MAY 4, 2021

Last week, we had a fantastic webinar with Veronica and Ellie from our sister company, Traject’s social media management software Sendible. In our webinar, we shared a variety of really important social media tips for marketing your local business. Watch the full video replay below: . Q&A from the webinar.

Social Media 26

Social Media Tips Advertising Strategy 26

Gainsight

JUNE 28, 2022

Not because TikTok videos are particularly educational, mind you. The content could be anything—demos, webinars, docs, videos, gifs—but the key to success is timing and placement. Success is measured in CAC, CLV, and trial signups. R enewal rate , NPS , and CLV are all important metrics. Interactive product tours.

Metrics 52

Metrics Customer Journeys Video Social Media 52

Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Lithium

MAY 4, 2021

We will invite winners to submit a short video describing their success that will be highlighted at the conference! Building and Integrating Custom Metrics [Video/Blog] : In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard.

Conference 52

Conference Analytics Social Media Roadmap 52

BirdEye

NOVEMBER 30, 2023

Digital marketing for law firms includes a combination of strategies like: Search engine optimization Pay-per-click ads Social media marketing Email marketing Content marketing Digital marketing allows much more precise targeting and measurable results. A family law attorney may present a webinar on the impacts of divorce on estate planning.

Marketing 109

Marketing Social Media How To Advertising 109

SurveySensum

SEPTEMBER 5, 2023

Know Your Customers and Segment Them To truly understand your customers and provide them with a tailored SaaS experience, consider a few simple yet effective measures: Customer Segmentation and Persona Development: Divide your customers into groups based on their roles, industries, sizes of their businesses, and decision-makers.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

Esteban Kolsky

MARCH 13, 2018

After the first of the three video webinars, we did with Microsoft on customer experience I wrote a blog post saying that I had found the four questions you had about customer experience. The first webinar was the basic definition and set up – what’s customer experience, how it works, why do you need to do it, etc.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

BirdEye

DECEMBER 8, 2022

Video sharing social media platforms 4. If you’re eager to showcase your products, you could likely benefit from social platforms that focus on photos and videos. On LinkedIn, you can host webinars and live streams with industry experts to show your followers your company is a thought leader in their industry. Know your goals 3.

Social Media 98

Social Media Brands Video Entertainment 98

Education Services Group

NOVEMBER 22, 2021

Key metrics to Include in a customer health score. But before you can measure your customers’ health, you need to know who they are. This will help you determine the correct metrics, weighting, and more. So, of course, you can’t measure them by the same standards. Let’s take a look at some of the most essential metrics.

How To 52

How To Metrics Knowledge Base Customer Success 52

Help Scout

MAY 12, 2021

What is customer retention and how is it measured? For a subscription business, this is a clear and simple metric. For other types of businesses without regular billing cycles, retention might be measured in other ways. Measuring the impact of customer service on retention rates. Know the numbers.

Customer Retention 115

Customer Retention Effort Score Self Service Measurement 115

Lithium

DECEMBER 7, 2021

Instagram IGTV Format Update On October 5th, 2021, Meta announced they’ve started rolling out a merging of Instagram TV (IGTV) videos with feed videos, to form a new “Instagram Video’ format. But how do we measure the ‘health and wealth’ of an Online Community? Webinars & Events.

Video 52

Video Resources Analytics Chatbots 52

BirdEye

AUGUST 15, 2022

Track and measure metrics – The majority of online marketing tactics can be tracked and measured, which means you can see if your strategy is paying off. Create videos that highlight your local area. One way you can track marketing activity is by setting up measurable goals. Frequently asked questions.

Tips 98

Tips Marketing Social Media Competitive Advantage 98