Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effort Score and First Contact Resolution risen through the ranks. MORE
Convergences are cool when they happen and, for the past two months, I've been experiencing one around customer experience measurement. Today I was on the phone with a massive government agency talking about the way they measure customer experience and why it's not working. MORE
… Continue Reading → The post Don’t Make This Customer Experience Metrics Mistake! Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Retail Shows #cx cem ClearAction customer experience metrics Lynn Hunsaker metricsAre you sick of having customer service employees beg you to give them a perfect 10 in the follow-up surveys? MORE
One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? When we focus on the metric, we try to tinker with things here and there just to see what moves the needle and don’t think about the big picture. MORE
“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red. View Article MORE
In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. The post What is the Most Important Contact Center Metric? MORE
” I sweated over whether I was … Continue Reading → The post B2B Customer Service Metrics & More appeared first on Frank Reactions. B2B Blog Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Sales Shows channel conflict dashboard metricsWhich is more important for B2B Sales: Customer Service or Price? MORE
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. MORE
Almost one-fourth (23%) of respondents said they don’t currently track metrics for their customer service knowledge, which can quickly lead to reduced customer and employee satisfaction through decline in use and usefulness. MORE
This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on. MORE
Tom, in conversations with hundreds of veterans, shifted one metric to “Do I trust the VA to take care of me?” Now Tom has clear metrics and something he can present every quarter as a gauge. Episode Overview. MORE
The post HPE Software : Moving NPS® Beyond “Just A Metric” [Interview] appeared first on CustomerGauge. CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software. MORE
And How Customer Journey Optimization Provides the Visibility You Need MORE
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 MORE
Metrics like time tracking, productivity, and performance take the front seat, but often don’t relate to the experience your customer receives or how they feel about it. Productivity is not the only metric that matters. What are customer experience metrics? MORE
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. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques. MORE
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. impactful (do the CX metrics inform important decisions?), MORE
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 [.]. MORE
But, surprisingly, in the rush of business that consumes them from Thanksgiving through the New Year, a lot of retailers overlook the valuable ecommerce metrics that flow in along with the cash. The question is which ecommerce metrics to track, and how, in order to foster a high rate of customer retention. Six essential ecommerce metrics for holidays and every day. Tis the season to begin tracking ecommerce metrics. MORE
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. View Article MORE
Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. Operational Performance Metrics Measure Customer Asset Growth. UPS is Proactive in Operational Metric Tracking. MORE
Richard said that some companies were fixating on the NPS (Net Promoter Score) metric rather than the ‘concept’. However, if we focus on the NPS metric as the end goal, we risk losing sight of the real business objective – the actions necessary to win and keep our best customers. MORE
Throughout these discussions, emotional connections are seen as both the holy grail of experience and the burdensome metric to explain. My hope is that when analyzing customer metrics, we will start recognizing that emotions don’t always need data to prove themselves out. MORE
If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center. MORE
And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. And don’t let the metrics lie to you. The following is a Best of 360Connext post. MORE
At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps. Executives love data and metrics, right? Where do the data and metrics come from? MORE
Image courtesy of Marianna Gomes What are your customer experience success metrics? And how do they differ from your VoC metrics? What kinds of metrics are typical for each? How can a manager get started in identifying meaningful metrics to manage CX progress? MORE
When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. We almost always have to start asset metrics with at least partial manual manipulation of data. MORE
Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic. Customer Connectedness Customer experience CX measurement Infographic MORE
Vanity metrics are the perfect Cloak of Invisibility. Let’s learn how to take action against that – and say no to useless metrics. But before that, let’s learn what vanity metrics are. The definition of vanity metrics. Vanity metrics vs actionable metrics. MORE
One of the most hotly debated questions when discussing customer experience measurement is, ‘what metrics are the best?’. MORE
They need to make the connection between customer experience improvement and the movement of these metrics. Customer Asset Metrics create a way for executives to know and care about the shifting behavior within your customer base, which indicates if their bond with you is growing or shrinking. MORE
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive. MORE
Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated. Laws of Metrics. Action Plan Metrics. MORE
Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. Current metrics do not differentiate between non-eventful interactions and highly impactful experiences that will stick around long after customer engagement has ended. MORE
Many companies depend on customer experience metrics to determine ways of increasing customer engagement and satisfaction. Instead, businesses can use customer experience metrics to build solid relationships with individuals through personalized marketing. Guest Post By Kathy Yoo. MORE
Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s? MORE
This is the first blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ website experience. In this post, we take a look at a Customer Experience metric that has been gaining an increasing amount of recognition: Effort. MORE
Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations. MORE
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator. View Article MORE
We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Performance metrics. MORE
It's easier to sell a metric to leadership if other high-performing institutions are using it. If your choice of metrics requires a 100-page manual or a three-credit course at a local university, then it's likely you've chosen the wrong one. MORE
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. MORE
Metrics Related Topics 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.
CX Journey
MARCH 17, 2015
One of the questions posed by Bob during the webinar was: “ How can managers avoid the metric becoming a goal rather than an indicator? When we focus on the metric, we try to tinker with things here and there just to see what moves the needle and don’t think about the big picture.
MaritzCX
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
Kayako
MARCH 3, 2016
We have put together a list of key customer service metrics, so you can be sure that your support team is doing the best it can to help your customers. On this page you can see a complete list of all the customer support metrics that matter, and why. Performance metrics.
inContact
MARCH 10, 2016
As a contact center manager, you’ve got a lot of metrics to choose from as your key performance indicators (KPIs). In this blog, we help narrow down this long list to help you focus on the metrics that, when improved upon, will really help your contact center thrive.
360Connext
SEPTEMBER 17, 2014
And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. And don’t let the metrics lie to you. The following is a Best of 360Connext post.
CX Journey
OCTOBER 15, 2015
At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps. Executives love data and metrics, right? Where do the data and metrics come from?
Jacada
JANUARY 31, 2017
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. Consistently in use by over 66% of Fortune 1000 companies and tens of thousands of customer-centric organizations worldwide, NPS has certainly had a profound influence on global marketing, business strategies, tactics and techniques.
ClearAction
JANUARY 11, 2015
Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. The gravity of upside and downside to customer experience metrics selection cannot be overstated. Laws of Metrics. Action Plan Metrics.
Tricia Morris
FEBRUARY 12, 2016
Almost one-fourth (23%) of respondents said they don’t currently track metrics for their customer service knowledge, which can quickly lead to reduced customer and employee satisfaction through decline in use and usefulness.
MaritzCX
JULY 22, 2015
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.
iPerceptions
JANUARY 28, 2016
One of the most hotly debated questions when discussing customer experience measurement is, ‘what metrics are the best?’.
Smith+co CX
MAY 12, 2017
Richard said that some companies were fixating on the NPS (Net Promoter Score) metric rather than the ‘concept’. However, if we focus on the NPS metric as the end goal, we risk losing sight of the real business objective – the actions necessary to win and keep our best customers.
Customer Interactions
AUGUST 23, 2016
And How Customer Journey Optimization Provides the Visibility You Need
PeopleMetrics
APRIL 12, 2017
It's easier to sell a metric to leadership if other high-performing institutions are using it. If your choice of metrics requires a 100-page manual or a three-credit course at a local university, then it's likely you've chosen the wrong one.
Touchpoint Dashboard
JUNE 11, 2015
Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s?
nanorep
NOVEMBER 9, 2016
But, surprisingly, in the rush of business that consumes them from Thanksgiving through the New Year, a lot of retailers overlook the valuable ecommerce metrics that flow in along with the cash. The question is which ecommerce metrics to track, and how, in order to foster a high rate of customer retention. Six essential ecommerce metrics for holidays and every day. Tis the season to begin tracking ecommerce metrics.
Tema Frank
MARCH 9, 2015
” I sweated over whether I was … Continue Reading → The post B2B Customer Service Metrics & More appeared first on Frank Reactions. B2B Blog Customer Service / Customer Experience Frank Reactions Podcast Internet Marketing Sales Shows channel conflict dashboard metricsWhich is more important for B2B Sales: Customer Service or Price?
Customer Bliss
JANUARY 10, 2017
Tom, in conversations with hundreds of veterans, shifted one metric to “Do I trust the VA to take care of me?” Now Tom has clear metrics and something he can present every quarter as a gauge. Episode Overview.
Customer Bliss
JANUARY 21, 2016
Reliability metrics and key performance indicators are the measure of what you did operationally to earn the growth or loss of the customer asset. Operational Performance Metrics Measure Customer Asset Growth. UPS is Proactive in Operational Metric Tracking.
Jacada
JUNE 27, 2017
Today, as more and more brands are chosen based on whether the overall customer experience matches their expectations, metrics are essential to help make sure call center protocol is in line with these expectations.
Tema Frank
AUGUST 24, 2015
… Continue Reading → The post Don’t Make This Customer Experience Metrics Mistake! Customer Service / Customer Experience Frank Reactions Podcast Marketing Research Process Retail Shows #cx cem ClearAction customer experience metrics Lynn Hunsaker metricsAre you sick of having customer service employees beg you to give them a perfect 10 in the follow-up surveys?
Forrester
MAY 13, 2015
Convergences are cool when they happen and, for the past two months, I've been experiencing one around customer experience measurement. Today I was on the phone with a massive government agency talking about the way they measure customer experience and why it's not working.
iPerceptions
APRIL 19, 2017
This is the first blog post in a series that examines key Customer Experience metrics that every Voice of the Customer (VoC) program should measure to better understand your visitors’ website experience. In this post, we take a look at a Customer Experience metric that has been gaining an increasing amount of recognition: Effort.
Customer Bliss
OCTOBER 27, 2015
They need to make the connection between customer experience improvement and the movement of these metrics. Customer Asset Metrics create a way for executives to know and care about the shifting behavior within your customer base, which indicates if their bond with you is growing or shrinking.
MaritzCX
AUGUST 6, 2015
“How likely is it that you would recommend this company to a friend or colleague?” In the last decade, this one question has provoked a long-standing debate between business executives, looking for the ultimate method to measure customer satisfaction, and researchers, who believe that that there is no substance to these methods. In the Red. View Article
LiveChat
APRIL 11, 2017
Vanity metrics are the perfect Cloak of Invisibility. Let’s learn how to take action against that – and say no to useless metrics. But before that, let’s learn what vanity metrics are. The definition of vanity metrics. Vanity metrics vs actionable metrics.
Experience Matters
APRIL 1, 2016
Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic. Customer Connectedness Customer experience CX measurement Infographic
360Connext
MARCH 25, 2015
Throughout these discussions, emotional connections are seen as both the holy grail of experience and the burdensome metric to explain. My hope is that when analyzing customer metrics, we will start recognizing that emotions don’t always need data to prove themselves out.
MaritzCX
MAY 10, 2016
In today’s fast moving and demanding marketplace, front-line employees must be equipped to handle customer requests in a more nimble, knowledgeable, and engaging manner. Simply checking the box and “processing” requests isn’t enough to keep customers happy. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator. View Article
MaritzCX
NOVEMBER 11, 2015
Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. View Article
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. impactful (do the CX metrics inform important decisions?),
Customer Bliss
NOVEMBER 17, 2015
When you start building your first version of Customer Asset Metrics, all the data may not be perfectly lined up or organized. We almost always have to start asset metrics with at least partial manual manipulation of data.
ShepHyken
MAY 26, 2017
This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on.
Joe Rawlinson
JANUARY 6, 2016
Without a doubt, these platforms provide metrics that produce valuable guidance when it comes to customer retention, average handle time, first call resolution , service levels, response times, and even customer churn. In other words, metrics do not tell the whole story. Current metrics do not differentiate between non-eventful interactions and highly impactful experiences that will stick around long after customer engagement has ended.
Win the Customer
FEBRUARY 3, 2015
If you can’t measure it, you can’t manage it. This is especially critical in managing customer experience in the contact center.
CustomerGauge
APRIL 18, 2017
The post HPE Software : Moving NPS® Beyond “Just A Metric” [Interview] appeared first on CustomerGauge. CustomerGauge is extremely happy to welcome Dr. James Borderick from Hewlett Packard Enterprise Software join us for NPS® best practice series interviews. James currently leads the Net Promoter Competitive Loyalty program at Hewlett Packard Enterprise Software.
Heart of the Customer
SEPTEMBER 19, 2016
In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. The post What is the Most Important Contact Center Metric?
C3Centricity
JULY 2, 2016
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 [.].
Think Customers
NOVEMBER 3, 2015
Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effort Score and First Contact Resolution risen through the ranks.
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