Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

Contact Center 40

Contact Center Course Metrics Customer relationships 40

InMoment XI

OCTOBER 7, 2021

Measurable: Clearly define what criteria will be used to determine if the goal is met and how it will be measured. Make sure measurement processes are in place and are valid. Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., 10% of 50 is 5.)

Effort Score 493

Effort Score Measurement Trends Customer Retention 493

InMoment XI

JUNE 15, 2022

Wondering how to measure survey success? Find out in this white paper by expert Dave Ensing! We’ve got you. What about increasing your response rates? We’ve got you there, too. Check out this list of our most game-changing survey best practices here: Focus on Your CX Program to Improve Your Response Rates.

Survey 260

Survey Consulting Feedback Course 260

NICE inContact

JULY 26, 2019

From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today.

Contact Center 137

Contact Center Chatbots Call Center Analytics 137

Clarivate

DECEMBER 18, 2023

How IP practice meets the coming wave Special Report: Innovators to watch 2023 A true assessment of innovation goes beyond measuring accomplishments; it charts exceptional potential. The white paper can be found here:  Investing in innovative IP legal strategies during challenging times.

Resources 59

Resources Case Study Innovation Report 59

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. It is quite simple—Measure, Manage, and Improve. Step 1, Measure. It includes qualitative as well.

Measurement 52

Measurement Management Customer Journeys B2B 52

SuiteCX

SEPTEMBER 29, 2016

By measuring and tracking NPS data organizations can understand the drivers of the business and begin to utilize the data to inform and drive marketing. In this white paper we investigate how you can integrate NPS with data strategy to inform data-driven marketing and drive further impact and results.

NPS 100

NPS Marketing Measurement Data 100

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. White papers. In recent years, the rise of social media put the customer in charge of the brand conversation. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

Self Service 275

Self Service Knowledge Base e-support Policies 275

AskNicely

DECEMBER 4, 2018

Still others may trigger a survey ‘after a call to the call center’ or ‘after a service call’ These are just a few of the possible moments of truth to measure, and yours will be based on your specific customer journey. Download our white paper on The New NPS Best Practices.

Survey 150

Survey Net Promoter Score NPS Call Center 150

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. What’s not so straightforward is how to measure these activities and what to do to prevent problems. At my previous company, measuring utilization was a manual process by downloading the raw data and creating pivot tables to look at usage.

Customer Retention 49

Customer Retention Measurement Strategy Management 49

XMplify

SEPTEMBER 3, 2020

The thorny matter of measuring the ROI on your CX investments hasn’t gone away over the summer. I am sharing a link to a white paper I co-wrote with Clare Kavanagh of W5 on the back of the CXPA Ireland webinar in July on.

ROI 52

ROI Customer Experience How To Measurement 52

Kitewheel

SEPTEMBER 16, 2019

According to a recent Forrester report, “ The Journey Measurement Framework: Assess And Predict Journey Performance, ” customer experience professionals often don’t know whether the customer journeys they implement deliver actual value to customers. To solve this, leaders need to implement a journey step focused measurement framework.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Daniel Group

OCTOBER 8, 2022

I recommend my two recent blogs for further reading on how you can continue to improve your CX program: Three Steps to Excellent CX: Measure, Manage, and Improve Does Emotionally Engaging with Customers Matter? As always, I welcome your feedback and would love to hear from you about your CX successes we can share with our clients.

Feedback 52

Feedback Measurement Sales Groups 52

Vonage

FEBRUARY 13, 2017

Although surveys are currently the number one method businesses use for measuring feedback, speech analytics provides much more insight around the customer experience. If surveys are the main method for measuring customer feedback, focus groups are the favoured technique for finding out what they want.

Analytics 133

Analytics Customer Service Customer Satisfaction Software 133

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Always prioritize the customer’s success over short-term profit margins.

Customer Success 80

Customer Success eBook Loyalty Conference 80

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. appeared first on.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Gainsight

OCTOBER 25, 2021

Measure customer feedback. Learn How to Measure Success the Right Way. Once that is accomplished, you must start measuring the right metrics to determine success. Download our white paper and learn how the top SaaS organizations measure success for their product strategies. Launch product.

Feedback 98

Feedback Roadmap Analysis User Experience 98

CustomerGauge

MARCH 31, 2017

This model provides steps for measuring customer feedback and acting to quickly close the loop. In our recent white paper, Next-Generation […]. In the past, many companies have employed a “heritage Net Promoter” model. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge.

NPS 60

NPS Measurement Feedback Company 60

Seaton CX

MAY 24, 2023

We have a greater capability to measure business performance than ever before. According to an IDC white paper published in January 2022 , 87% of companies believe they provide an excellent customer experience—but only 11% of customers agree. Chad began measuring the productivity of his programmers.

Metrics 59

Metrics Customer Experience Contact Center Average Handle Time 59

Talkdesk

DECEMBER 1, 2020

Developing: The Stage 2 contact center is focused on problem solving rather than relationship building and typically aligned to touchstones like Customer Satisfaction Score (CSAT), so the organization can more easily track their progress and has a measurable benchmark against others in their market.

Contact Center 104

Contact Center How To Roadmap Customer Centricity 104

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Check out our new white paper “ Five Predictions About The Future of Retail Banking ” by retail banking CX expert Jennifer Passini.

Banking 52

Banking Retail Financial CRM 52

Daniel Group

FEBRUARY 1, 2023

However, the one crucial thing that an effective customer feedback program provides is a measure of performance. One of the things I learned early in my business career is that if you can’t measure, you can’t manage it. So it is time to measure CX at your company!

B2B 59

B2B Effort Score Innovation Groups 59

Calabrio

JULY 29, 2016

While random sampling should absolutely be a part of any contact center’s quality assurance measures, it should not be the only sample. The quality of a call is not wholly measurable by the conversation alone. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance.

Contact Center 100

Contact Center Self Service Analytics Omni-Channel 100

Gravy Analytics

AUGUST 19, 2019

Use Visitations to measure foot traffic at places of interest, to determine consumer engagement, and for competitive benchmarking. Place category and name are also provided for each visit; this lets analysts working with Visitations data aggregate visits by interest or category, when required. How can I use Visitations?

Hotels 71

Hotels Travel ROI Consulting 71

Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). To deliver both, retailers are increasingly turning to conversational AI and automation.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Zeisler Consulting

SEPTEMBER 15, 2021

How about if we use a different way of measuring the success of a CX program? ( Here’s a starting point, where I recommend using the Brand Alignment Score.) So how about if we readjust the expectations of CX?

Effort Score 93

Effort Score Sales Exercises Study 93

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. That’s awesome, and I’m sure the entire leadership team is intrigued.

Effort Score 93

Effort Score NPS ROI Case Study 93

Gainsight

OCTOBER 28, 2021

Luckily, there are a few ways to measure product-market fit and launch a growth plan that’s worth your time and energy. It’s a way of measuring whether your product and the service your features offer are filling a demand. Measuring growth retention rates shows you how well you’re repairing those holes and driving long-term value. .

Marketing 52

Marketing Roadmap Metrics Measurement 52

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. Many companies measure NPS, but few use it to its fullest potential. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. It’s time to implement a Net Promoter Score (NPS) program. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Currency Alliance

NOVEMBER 24, 2016

At Currency Alliance, our framework for the measurement of loyalty programs is based on the belief that “Engagement” is the common denominator and “Advocacy” and positive, increasing Life Time Value (LTV) are the primary goals. Measuring “engagement” comes down to: • Registrations for the Loyalty Program. Redemptions. Redemptions.

Measurement 40

Measurement Loyalty Loyalty Programs Customers 40

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” With a clear way to measure your transition, you’ll be able to determine when your VoC program begins to produce a return on your investment.

How To 243

How To Social Media Analysis Feedback 243

Comm100

MAY 31, 2016

In this post, we’ll explore preventative measures for online retailers, so that your customer support team can help guide your customers through a happy, difficulty-free shopping experience. Blog, reports, and white papers. Download this white paper to learn how to deal with and follow up on difficult customers.

Retail 105

Retail Self Service How To Policies 105

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Often they’re either biased, not timely or not actionable.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Confirmit

JANUARY 9, 2018

What’s more,Action Management facilitates advanced reporting so you can measure your program’s impact while improving efficiency. Voice of the Customer Voice of the Employee Market Research White Papers. Download the factsheet to learn more.

Management 40

Management Customer Voice Measurement Survey 40

Confirmit

JANUARY 9, 2018

What’s more,Action Management facilitates advanced reporting so you can measure your program’s impact while improving efficiency. Voice of the Customer Voice of the Employee Market Research White Papers. Download the factsheet to learn more.

Management 40

Management Customer Voice Measurement Survey 40

Totango

AUGUST 23, 2022

White papers. Standardizing and automating touchpoint workflows help you define key performance indicators (KPIs), which can be used to monitor and measure the quality of your customer’s experience at each touchpoint. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing.

Customer Journeys 115

Customer Journeys Touchpoint B2B Social Media 115