How Metrics Hide Serious Customer Experience Problems

360Connext

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.

It's Not About the Metric

CX Journey

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.

The Ultimate Guide to Customer Support Metrics

Kayako

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.

14 Critical Call Center Metrics You Should be Tracking

inContact

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.

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

ijgolding

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? The post NetCNS: a crucial new metric to maximise your competitive edge, by Stephen Hewett appeared first on I J Golding.

Customer Experience Metrics That Keep the Pulse on Friction-Free Support

Kayako

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?

Metrics Killed the Customer Experience Star

360Connext

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.

How Customer Experience Metrics Help Create A Winning Strategy

Customer Bliss

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.

Hey! You Got Your Metrics in My Journey Map!

CX Journey

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?

Report: The State of CX Metrics, 2017

Experience Matters

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.

Average Talk Time: The Little Metric with Big Insights

inContact

Average talk time (ATT) is often a neglected little contact center metric. Of course, there are exceptions to the rule, but as you dig into your customer experience metrics, don’t neglect to peel back all of the layers of the onion.

Is Net Promotor Score still the best metric for measuring Customer Satisfaction?

Jacada

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.

Coaching to Behaviors to Drive Metrics

MaritzCX

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.

Want to Deliver the Best Customer Experience? It Takes More Than a Metric

MaritzCX

It is very refreshing and encouraging to see so many organizations with mission statements indicating their focus on the customer and their mission to deliver the best customer experience.

6 Metrics to Measure Your Customer Service Knowledge

Tricia Morris

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.

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

Metrics for Customer Experience Management

ClearAction

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.

The 4 Most Important Customer Experience Metrics

iPerceptions

One of the most hotly debated questions when discussing customer experience measurement is, ‘what metrics are the best?’.

12 Metrics to Guide Customer Experience Success

Customer Interactions

And How Customer Journey Optimization Provides the Visibility You Need

The Metrics Before the Storm

CX Journey

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms. Monitoring the bounce rate of your feedback requests is often a reported but ignored metric. B2B metrics voice of customer

Hey! You Got Your Metrics in My Journey Map!

Touchpoint Dashboard

Blog customer experience data Experience Map Journey Map metrics Touchpoint MapRemember the old Reese’s Peanut Butter Cups commercials from the ’80s?

B2B Customer Service Metrics & More - Frank Reactions

Tema Frank

” 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?

How tracking ecommerce metrics makes the holiday season brighter for online merchants

nanorep

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.

We Have Metrics. Now What?

Forrester

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.

What Support Metrics Should SaaS Companies be Using?

Kayako

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams.

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5 Metrics that Prove On-Site Unique Visits are Required to Drive Conversion

ENGAGE.cx

Specifically, Unique Visits help create metrics that provide insights on: # unique web visits per day. Specifically, Unique Visits in a physical space create metrics that provide insights on: # unique visits per day (perhaps by store).

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Metrics That Matter Still Matter in ABM, Because – Why Wouldn’t They?

Forrester's Customer Insights

For my most recently published research, I set out to find or define the metrics that capture account-based marketing (ABM) success. account-based marketing (ABM) B2B marketing marketing & strategy marketing measurement marketing metrics metrics salesIt’s a question I hear from clients very often, and one we often discuss on the internal team. How will I know my ABM program is working?” I was after the end-all be-all answer, […].

Focus on the customers, not the metric

Smith+co CX

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.

NPS 30

CX Metrics: Immature, But Improving (Infographic)

Experience Matters

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

Guest Blog: In the CX world, tracking these metrics is a way of life!

ShepHyken

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.

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.

8 Customer Experience Metric Silos Mask Momentum

ClearAction

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect.

Don’t Make This Customer Experience Metrics Mistake! - Frank Reactions

Tema Frank

… 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?

President Obama’s Chief Veterans Experience Officer, With Tom Allin – CB34

Customer Bliss

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.

Use Performance Metrics to Improve Customer Asset Growth

Customer Bliss

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.

Report: The State of CX Metrics, 2015

Experience Matters

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?),

Making Sense of Customer Experience Metrics

PeopleMetrics

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.

The Most Important Metric in CX

Vocalabs

The Most Important Metric in CX. What is the most important Customer Experience metric?". This prompted chin scratching and discussion of the relative merits of common survey metrics like NPS and Customer Effort, and general consensus that no one metric is ever going to give the whole picture, as well as the important fact that if you're focusing on finding the right metric then you're probably doing CX wrong. Peter Leppik. Fri, 2017-10-06 15:36.

NPS 17

The Most Important Customer Experience Metric

Talkdesk

There are plenty of important customer experience metrics for a call center to track: average call duration, number of transfers, number of calls, frequency of repeated information, etc. We’re working on some exciting new ways to optimize the metrics that we know are important to callers.

New ebook (free), ICMI’s Guide to Contact Center Metrics

Brad Cleveland

ICMI’s Guide to Contact Center Metrics provides organizations with actionable insights to deliver improved efficiency and customer satisfaction by aligning strategic goals with contact center key performance indicators (KPIs). I recently co-authored an eBook with Justin Robbins for ICMI and Five9.

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