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.

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CX Metric Obsession

MaritzCX

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

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.

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.

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.

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?

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.

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.

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.

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.

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

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.

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, […].

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?

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.

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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?

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.

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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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.

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.

CX Metrics Series: Customer Satisfaction

iPerceptions

This is the second 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’ digital experience. In this post, we look at a fundamental Customer Experience metric that provides a great sense of how visitors feel about your website: Customer Satisfaction.

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?

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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5 Important Metrics for Call Center Success

Jacada

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.

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.

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.

Present Customer Asset Metrics in Whole Numbers of Customers, Not Retention Rates

Customer Bliss

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.

Has NPS Won the Ultimate Battle of the Metrics?

MaritzCX

“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

Emotions are the Best Customer Metrics After All!

360Connext

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.

Customer Experience Metrics Series: Effort

iPerceptions

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.

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

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. Engagement–being able to connect at a more emotional level–is proving time and again to be a key differentiator. View Article

How Vanity Metrics Gamble with Your Business

LiveChat

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.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

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

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?),