Alphabet Soup of CX Metrics
Alida
AUGUST 25, 2022
Ten years ago, I emerged from the intensely analytical digital agency world of clickthrough and conversion rates, funnels, and seasonality, and dove headfirst into the CX space.
Metrics Related Topics 
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Report: The State of CX Metrics, 2017
Experience Matters
DECEMBER 6, 2017
We published a Temkin Group report, The State of CX Metrics, 2017. Temkin Group surveyed 169 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted annually since 2011. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.
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Report: Five Steps For Building A Strong CX Metrics Program
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
The Catalogue of Customer Experience Metrics
GetFeedback
MARCH 17, 2020
The most popular CX metrics catalogued by purpose and best use case. Guides
Data-Driven Approach to Proving Customer Success
Speaker: Irit Eizips, CEO, CSM Practice
With many different approaches to measuring performance, organizations must rely on the right metrics to drive the best results for their customers. By the end of this webinar, you will know: Which metrics to track to improve your customer success performance.
The Complete Guide to User Experience Metrics
GetFeedback
JULY 4, 2020
Learn how to use the most popular UX metrics, improve the user experience, and prove the ROI of your efforts. Guides
How to Use CX Metrics to Find Bottlenecks to Product Led Growth
InMoment XI
JUNE 14, 2022
Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve.
CSAT vs. NPS: Understanding Customer Success Metrics
Solvvy
JULY 8, 2022
Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics.
The Two Ultimate Questions For XM Metrics
Experience Matters
FEBRUARY 21, 2020
Experience Management (XM) programs often rely on one or more key metrics that track items such as likely to recommend, satisfaction, effort, or engagement. As I’ve written in the past, the success or failure of these metrics often has little to do with the actual metric.
Report: The State of CX Metrics, 2016
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].
Should Loyalty Metrics Be Reassessed Post-Pandemic?
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Two years later, CX pros wonder how the pandemic has changed customer expectations, and how their CX measurements should accommodate these changes. To find the answers we analyzed VOC data from a variety of industries. Download this eBook and learn what we discovered!
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One Size Fits All? Not for Metrics!
Heart of the Customer
APRIL 1, 2021
Imagine if your HR partners told you they were going to use one metric to measure all of your employees, and that should be how you determine each one’s overall effectiveness. Not for Metrics!
Key Metrics You Should Track with Product Analytics
InnerTrends
MAY 17, 2022
Understand the product metrics that matter to accurately find optimization opportunities within your product and improve retention. product analytics saas metrics Product analytics metrics Product metrics product success metrics
5 Crucial Metrics to Understand User Engagement
InnerTrends
MARCH 17, 2022
saas optimize Data-led Company saas metricsIf you think acquiring a customer is the end of the finish line, then you might lose out on 67% of your additional revenue. That’s how much loyal customers can add to your business.
Report: Five Steps For Building A Strong CX Metrics Program
Experience Matters
NOVEMBER 6, 2017
We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. A robust customer experience (CX) metrics program allows an organization to systematically measure the quality of the experience it delivers to customers and provides insights that help companies spot improvement opportunities, prioritize investments, track CX progress, and unify the organization around a common goal.
Forget CX: Measure "Ease of Doing Business" Instead
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Our research shows that becoming easier to do business is perhaps the single most important thing that organizations need to work on to create value not only for their customers but also for their own business. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more. Tune in to this webinar and learn about how you can measure the "Ease of Doing Business" and customer effort.
Report: The State of CX Metrics, 2016
Experience Matters
DECEMBER 20, 2016
We published a Temkin Group report, The State of CX Metrics, 2016. This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].
Report: The State of CX Metrics, 2015
Experience Matters
DECEMBER 22, 2015
We published a Temkin Group report, The State of CX Metrics, 2015. This is the fifth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. impactful (do the CX metrics inform important decisions?),
CX Metric Obsession
InMoment XI
AUGUST 31, 2015
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency, churn, and countless other behavioral and financial measures. In our personal lives we perseverate on our BMI, our blood pressure, weight, HDL, and heart rate. We carry devices in our pockets. View Article
Top UX metrics you should be using
GetFeedback
JANUARY 31, 2021
Simplifying CX Youtube series episode on the three most important UX metrics and how to measure them. Videos
Make Your Customer Experience As Great As Your Products
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Before working with Concentrix, Fastly faced many common challenges B2B organizations encounter when using a “do-it-yourself” VOC approach. Learn what Fastly did to reimagine their VOC program and deliver a 24-point boost in customer loyalty in just 12 months by downloading today!
Live Chat Metrics 2022 – Benchmark Data
Comm100
JANUARY 18, 2022
The post Live Chat Metrics 2022 – Benchmark Data appeared first on Comm100. Every year, we dig into the Comm100 platform to uncover the latest live chat benchmarks so you can understand where your team is performing well, and where it needs some improvement.
The Top 3 Customer Experience Metrics
GetFeedback
MARCH 17, 2020
The top CX metrics—NPS, CSAT and CES—and how to use them successfully. Articles
3 Most Common CX Metrics Questions (And Their Answers)
InMoment XI
APRIL 13, 2022
Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.
How to use the Customer Effort Score (CES) metric
GetFeedback
OCTOBER 8, 2020
Simplifying CX YouTube series video on how to use the CES metric. Videos
Community KPIs: Easier Than You Think!
Speaker: Carrie Melissa Jones
How do I measure Community KPIs? And do I need to? Answer these questions with the help of Carrie Melissa Jones, award-winning author, and expert community builder. We can help you simplify the community measurement process, and prove the impact of your community on your organization.
Customer Lifetime Value: The Most Important Metric Everyone Overlooks
Alida
JULY 8, 2021
Customer lifetime value (CLV) is not a new concept. It’s the total worth of a customer over the entire duration of their relationship with your business, from first to final purchase. Customer Experience
Customer Success Dashboard KPIs: Nine CS Metrics To Track
Totango
SEPTEMBER 15, 2022
Customer Success Dashboard Metrics: Nine Top KPIs You Need to Monitor. But the number of customer success metrics SaaS providers can track is extensive. Other customer dashboard examples you might wish to display include onboarding, usage, satisfaction, and retention metrics.
Framework for Defining Your SaaS Customer Journey Metrics Map
InnerTrends
APRIL 21, 2022
How to find the metrics that matter most for growth and optimization. Retention actionable analytics SaaS Customer Journey SaaS Customer Journey Map SaaS Customer Journey Map Template customer journey metrics customer journey metrics map wizard
Introducing All-New Survey Metrics! See Mission-Critical Metrics at a Glance
SurveyGizmo
JULY 6, 2022
Say hello to all-new Survey Metrics – a new way for you to see the survey and response metrics that matter without leaving your Alchemer home base. But that’s not the only exciting update we’ve made to metrics related to your survey projects.
Contact Center Metrics That Matter
Speaker: Nate Brown, Co-Founder, CX Accelerator
Do you have the right metrics in place to assess your true impact? Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results.
Customer Retention Metrics: The Metrics That Matter
Totango
MAY 14, 2021
There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Because customer health score is a complex metric, calculating it involves an advanced algorithm.
How Metrics Hide Serious Customer Experience Problems
Experience Investigators by 360Connext
OCTOBER 22, 2015
The post How Metrics Hide Serious Customer Experience Problems appeared first on Customer Experience Consulting. Blog Customer Experience customer service Featured data evaluation linkedin measurement metrics surveysIt’s not every day you solve a $50,000 problem. That’s what the customer service manager had just done. It was a billing issue that fooled the company’s CRM system into thinking a customer’s payment had been processed when it really hadn’t.
How to use the Net Promoter Score® (NPS®) metric
GetFeedback
MARCH 2, 2021
Simplifying CX YouTube series video on how to use the NPS metric. Videos
How to Make Customer Metrics Stick
Customer Bliss
OCTOBER 14, 2014
It’s not enough to simply have the metrics – it’s what you do with them that matters. To make the guerrilla metrics stick and to use them to steer the actions of your business, you need to take them out of the hordes of reports and paperwork. Establish a Customer Room where a regularly scheduled spotlight shines on the customer metrics. Give a drop-dead date for when you want to know the baseline metrics.
Redefining Customer Experience Metrics for Better Performance
Speaker: Lynn Hunsaker, Chief Customer Officer of ClearAction Continuum
Join us for this insightful webinar with Lynn Hunsaker, Chief Customer Officer of ClearAction, who will show you how to zero-in on true leading indicators and describe how to connect business results metrics with employees’ workflow metrics.
Using Customer Satisfaction Metrics: NPS Best Practices
Totango
NOVEMBER 21, 2019
Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. .
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