INDUSTRY INSIGHTS YOUR PEERS ARE READING
Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Enter “customer satisfaction metrics.” 5 Customer Satisfaction Metrics You Need to Track. MORE
Once your culture is in place, it is critical to measure how your team is performing against your customer experience metrics. In order to deliver that experience, and measure customer experience metrics, you need to set target goals. If your customers are happy, magical things happen. MORE
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. MORE
According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. Connecting Your CEM Goals to Financial Metrics. MORE
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. MORE
The post How to Improve Customer Service Training with Simple Metrics appeared first on Customer Experience Consulting. customer service Featured KPI's linkedin metrics training 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
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
Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Text-mining applications can tabulate these metrics from recorded chat logs. 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
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. 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
Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. Many of these companies are suffering from a disease I have diagnosed as the metric anxiety. Do you suffer from metric anxiety? Metric anxiety is an easy disease to diagnose. MORE
We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. impactful (do the CX metrics inform important decisions?), 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. MORE
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. 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
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 […]. 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
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
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. MORE
In this week’s blog I try and make the case for going beyond a single metric like NPS. I like NPS. It’s simple. People understand it. They know what it means (maybe). And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more. It certainly has benefits, View Article. General MORE
As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®. MORE
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. And while this is an indicative customer metrics that we should all monitor, it is incomplete. Customer Success Metrics: Customer Health Score. MORE
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center. 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
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. 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
One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric. 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
Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention. 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
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 […]. MORE
The key to making customer metrics (also known as guerilla metrics) a success is to do three things right: 1. Sell that customer metrics provide the clarity and revenue connection that’s been missing. Putting these metrics together will take some doing. MORE
Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. Self-Service Metrics. MORE
In this week’s blog I try and make the case for going beyond a single metric like NPS. I like NPS. It’s simple. People understand it. They know what it means (maybe). And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more. It certainly has benefits, View Article. General MORE
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. 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
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. 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
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
One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric. MORE
Metrics Related Topics 
Experience Matters
MAY 24, 2018
As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. pdf format Here are links to the research referenced in the infographic: Five Steps For Building A Strong CX Metrics Program The State of CX Metrics, 2017. The post Mastering Customer Experience Metrics (Infographic) appeared first on Customer Experience Matters®.
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.
GetFeedback
AUGUST 16, 2018
Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. Self-Service Metrics.
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.
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 […].
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.
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?),
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
Lumoa
OCTOBER 30, 2017
Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. Many of these companies are suffering from a disease I have diagnosed as the metric anxiety. Do you suffer from metric anxiety? Metric anxiety is an easy disease to diagnose.
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 […].
CloudCherry
SEPTEMBER 19, 2018
According to Gartner analyst Ed Thompson, it’s a challenge when you’ve got hundreds of metrics to track and multiple departments to apply these metrics to. Connecting Your CEM Goals to Financial Metrics.
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.
ClearAction
SEPTEMBER 3, 2018
Are Your Customer Care Metrics Customer-Centric? Customer care metrics are a barometer of performance across a variety of customer interactions such as chat, text messages, email, social media and communities. Text-mining applications can tabulate these metrics from recorded chat logs.
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.
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.
Customer Bliss
SEPTEMBER 14, 2016
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.
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.
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.
ReviewTrackers
AUGUST 13, 2018
Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Enter “customer satisfaction metrics.” 5 Customer Satisfaction Metrics You Need to Track.
Customer Bliss
OCTOBER 2, 2014
The key to making customer metrics (also known as guerilla metrics) a success is to do three things right: 1. Sell that customer metrics provide the clarity and revenue connection that’s been missing. Putting these metrics together will take some doing.
Kayako
JULY 27, 2017
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.
Amity
OCTOBER 26, 2017
Ask anyone in sales or customer support regarding important customer success metrics, and almost always, churn is mentioned. And while this is an indicative customer metrics that we should all monitor, it is incomplete. Customer Success Metrics: Customer Health Score.
ClearAction
NOVEMBER 18, 2017
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.
Kayako
JUNE 8, 2017
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?
inContact
AUGUST 9, 2018
In a previous blog, I outlined 14 different metrics that contact centers should be tracking to improve customer experience. However, these metrics are designed to influence real-time decision making in your contact center.
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.
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
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.
Comm100
AUGUST 21, 2018
One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric.
360Connext
MARCH 9, 2016
The post How to Improve Customer Service Training with Simple Metrics appeared first on Customer Experience Consulting. customer service Featured KPI's linkedin metrics training
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.
inContact
NOVEMBER 14, 2017
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.
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?
Amity
AUGUST 13, 2018
Metrics, metrics, metrics. everyone is looking to better understand their customers and the outcomes of their customer success efforts. There are so many options, it can be hard to get a clear idea of what to keep track of, and where to focus our attention.
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.
Comm100
AUGUST 21, 2018
One of those considerations is metrics. Companies that establish thoughtful metrics for their chatbots will find a wealth of resources waiting to help them optimize their live chat offerings. But how should human versus chatbot metrics be treated? This depends on the metric.
Experience Matters
DECEMBER 30, 2014
We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. impactful (do the CX metrics inform important decisions?),
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?
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?
MaritzCX
APRIL 12, 2018
In this week’s blog I try and make the case for going beyond a single metric like NPS. I like NPS. It’s simple. People understand it. They know what it means (maybe). And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more. It certainly has benefits, View Article. General
Helpware
AUGUST 7, 2018
Once your culture is in place, it is critical to measure how your team is performing against your customer experience metrics. In order to deliver that experience, and measure customer experience metrics, you need to set target goals. If your customers are happy, magical things happen.
CX Journey
OCTOBER 14, 2014
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?
MaritzCX
APRIL 12, 2018
In this week’s blog I try and make the case for going beyond a single metric like NPS. I like NPS. It’s simple. People understand it. They know what it means (maybe). And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more. It certainly has benefits, View Article. General
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