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? It’s always a great conference, and I look forward to it each year.

Contact Center 120

Contact Center Metrics Customer Journeys Conference 120

Experience Investigators by 360Connext

APRIL 23, 2024

Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. The bottom line here is that if you ONLY focus on customer metrics, you’ll miss an opportunity to make a real business impact. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

InteractionMetrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry.

Metrics 52

Metrics Interaction Brands Survey 52

Centercode

MARCH 18, 2020

“The impact of recruitment , communication , and tools I understand very well — I’ve been reading your entire Engagement Workshop Series after all — but isn’t the whole point of customer testing to assess the performance of a buggy product?” . “OK hold up on a second,” you might be saying to yourself.

Engagement 52

Engagement Customer Journeys Roadmap Feedback 52

SurveySensum

FEBRUARY 27, 2024

This can include training programs, skill-building workshops, access to educational resources, and opportunities for career advancement. eNPS: It is a metric used to measure employee loyalty and advocacy within an organization. Offering opportunities for professional growth and development is crucial for employee satisfaction.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Centercode

MAY 20, 2020

Strong tester participation is at the heart of every successful Customer Validation test. When you’ve recruited enthusiastic, target market testers to use your product, complete surveys, and submit feedback, you have everything you need to deliver those highly sought after recommendations for improvement.

Engagement 52

Engagement Metrics Survey Feedback 52

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going.

Customer Experience 529

Customer Experience Customer Journeys Effort Score Culture 529

Centercode

APRIL 29, 2020

Real-world product usage metrics. The post Engagement Workshop: 4 Phases of Increasing Tester Participation appeared first on Centercode. Be responsive, supportive, and encouraging to your testers at every opportunity. Engagement Payoff. Detailed, high-quality feedback that covers each of your key product areas. You made it!

Engagement 64

Engagement Travel Customer Journeys Feedback 64

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Comprehensive training programs, workshops, and regular feedback sessions can ensure that every team member is aligned with the analytical vision. Agent Performance Metrics Behind every successful contact center are the agents who breathe life into it.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Optimove

DECEMBER 5, 2019

During the very successful first day (of two), 11 Optimove experts and one innovative partner gave six especially-actionable workshops. Lucky, you can find it all here in one workshop. You’ll find them all in this workshop. The post Watch (and Bookmark): 6 DIY Workshops from CRM Experts appeared first on Optimove.

CRM 52

CRM Case Study Loyalty Marketing 52

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure.

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Measurement through Metrics and Lithium Social Intelligence (LSI). Permissions and roles.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Measurement through Metrics and Lithium Social Intelligence (LSI). Permissions and roles.

Social Media 40

Social Media Case Study ROI Course 40

Lithium

JUNE 11, 2019

We are excited to announce that we will again be offering three workshops at our CX Live Pre-Conference day on October 3 rd in Austin, Texas. To sign up for these workshops, please visit the CX Live Registration Site to secure your spot. Measurement through Metrics and Lithium Social Intelligence (LSI). Permissions and roles.

Social Media 40

Social Media Case Study ROI Course 40

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! These meetings allow you to connect the dots between your CX initiatives and financial outcomes.

Customer Experience 260

Customer Experience ROI Return on Investment Financial 260

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. They want to workshop risk-reward models with you.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

Heart of the Customer

SEPTEMBER 25, 2014

Kelly recently ran a journey mapping workshop that serves as a great case study for how customer experience tools can be used for internal clients as well as external. Some organizations use customer research, while others use workshops to help employees try on their customer’s shoes. But one particular activity of hers caught my ear.

Customer Journeys 88

Customer Journeys Case Study Government Study 88

Forrester

DECEMBER 8, 2014

There is a way to better identify and share customer experience (CX) metrics. Recently I have done more and more workshops for our clients on how to use journey mapping for defining CX metrics so I wanted to put that thinking into a new report for all clients to read. I am talking about journey mapping. Customer Experience'

Customer Journeys 97

Customer Journeys Metrics Touchpoint Measurement 97

InMoment XI

JUNE 21, 2022

After 14 customer experience speakers, 250 delegates, two hands-on workshops, and hours of networking on the Sydney Harbour cruise, the 2022 Sydney XI Forum is done and dusted. The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going.

Customer Experience 260

Customer Experience Feedback Advertising Survey 260

Kerry Bodine

MARCH 17, 2018

ways to determine whether your assumptions were right or wrong is to invite your customers to a workshop. When we run workshops, we typically include about 20 customers along with a slightly smaller number of our client’s employees.) But one of the most effective—and fun!—ways ANALYZE why customer pain points exist.

Customer Journeys 136

Customer Journeys Banking Customers Culture 136

Comm100

DECEMBER 19, 2017

Conducting internal workshops. It is also imperative that you start instilling a customer-focused attitude among employees through workshops and training, as well as ensuring your own stated values and behavior role-model what you want to achieve. Defining metrics and key performance indicators. Mapping the customer journey.

Strategy 291

Strategy Customer Experience How To Customer Journeys 291

InteractionMetrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. Call Center Training Episode Summarized: What do Interaction Metrics’ clients have in common? The metric came in at 54 on a scale of 0 to 100, indicating a clear need for improvement.

Call Center 52

Call Center Training Metrics Case Study 52

AWS Machine Learning

SEPTEMBER 8, 2023

The workshop Use machine learning to automate and process documents at scale is a good starting point to learn more about customizing workflows and using the other sample workflows as a base for your own. Therefore, the queue depth and age of oldest message are metrics worth monitoring.

Metrics 109

Metrics Resources Data Management 109

Kerry Bodine

JANUARY 10, 2020

How would answers to those questions help them achieve their objectives or improve their metrics? Or, if you’re holding a customer workshop, train your employees to act as small-group facilitators so they can lead conversations with customers themselves. What journeys and personas are most important to them?

Customer Journeys 177

Customer Journeys Sports How To Groups 177

ShepHyken

JANUARY 14, 2024

7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar (Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.

Customer Service 57

Customer Service Retail Consumers Metrics 57

ShepHyken

JANUARY 14, 2024

7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar (Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.

Customer Service 55

Customer Service Retail Consumers Metrics 55

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Empathize : This is the actual current state mapping workshop, where you'll map what customers are doing, thinking, and feeling along the journey you selected in Step 1. You must view it as the process that it is, otherwise there's no point in mapping.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

Kerry Bodine

JANUARY 10, 2020

How would answers to those questions help them achieve their objectives or improve their metrics? Or, if you’re holding a customer workshop, train your employees to act as small-group facilitators so they can lead conversations with customers themselves. What journeys and personas are most important to them?

Customer Journeys 156

Customer Journeys Sports How To Groups 156

Kerry Bodine

JANUARY 10, 2020

How would answers to those questions help them achieve their objectives or improve their metrics? Or, if you’re holding a customer workshop, train your employees to act as small-group facilitators so they can lead conversations with customers themselves. What journeys and personas are most important to them?

Customer Journeys 156

Customer Journeys Sports How To Groups 156

BirdEye

APRIL 25, 2023

Host seminars and workshops 18. And be sure to collect and analyze the metrics to measure ROI. Host seminars and workshops Pinpoint topics relevant to your business and the local community. Plan informative seminars or hands-on workshops that offer valuable insights or skills. Work with local journalists 13.

Social Media 98

Social Media How To Advertising Sports 98

ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. This article shares the top customer support center metrics to pay attention to. There are plenty of examples and tips to get you thinking.

Self Service 66

Self Service Customer Service Contact Center Loyalty 66

Customer Bliss

DECEMBER 16, 2014

Accountability Metrics – Translating and adapting the variety of customer experience metrics. It’s the fun times of facilitating the meetings, workshops, and accountability forums. This also includes close collaboration with executives to determine how and when they will hold people accountable.

Customer Change 204

Customer Change Metrics System Customers 204

Experience Investigators by 360Connext

AUGUST 19, 2020

It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful. Goals like these help avoid setting unrealistic expectations by saying “we’ll have NPS baseline metrics in 12 months!”

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

ClearAction

JANUARY 8, 2024

Re-align out-of-sync policies, processes, agendas, reviews, metrics, approvals, rewards, recognition, and succession. Then you must champion insights through suggestions for various functional areas, workshops, and change management for accountability and applause of progress and action plan completion.

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

NobelBiz

FEBRUARY 15, 2023

Call calibration sessions A calibration session is an activity used to unify management ratings and metrics. This workshop brings together at the same table the management of the contact center and the ordering client. The workshop in 5 steps Not every workshop must follow to the same procedures, yet the core of each session is same.

Call Center 52

Call Center How To Handbook Measurement 52

Kerry Bodine

OCTOBER 13, 2016

For example, your site metrics might point to spot where a large percentage of customers drop off before they purchase. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. Step 3: (In)validate your findings with quantitative research.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120

Kerry Bodine

OCTOBER 13, 2016

For example, your site metrics might point to spot where a large percentage of customers drop off before they purchase. Or you might conduct a journey mapping workshop to see how that loan application fits into a larger financial process, like buying a home. Step 3: (In)validate your findings with quantitative research.

Customer Journeys 120

Customer Journeys Financial Call Center NPS 120