Customer Relationship Metrics

JULY 26, 2017

You’ve conducted surveys, created committees, put in recognition programs, and still you struggle. Pierce, O’Driscoll, Coghlan, 2004). A Towers Watson survey, shows that only half of managers set effective employee goals. You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest.

Contact Center 211

Contact Center Calibration Construction Customer centricity 211

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. If they stop using it, depending on what the metric is that it’s based on, it’s more volatile.

Benchmark 98

Benchmark SaaS B2B B2C 98

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. Its origins go back over 5 decades, to the earliest days of call centers.

Service level 96

Service level Call Center Abandon rate Metrics 96

Nicereply

MARCH 14, 2023

Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior By Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler Published: 2004 Length: 304 pages Why do some employees miss their deadlines time and time again, while others never do?

Management 98

Management Call Center Entertainment Metrics 98

ijgolding

NOVEMBER 17, 2016

More specifically though, about 18 months ago I implemented a VoC survey for an IT Helpdesk that ended up saving all their jobs. BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company.

Customer Experience 95

Customer Experience Customer centricity outsourcing B2B 95

Interaction Metrics

JUNE 19, 2023

Founded in 2004, Stanford University’s Hasso Plattner Institute of Design broke down Design Thinking into five distinct phases: Empathize : Understand your customer. For many companies, CX is simply a survey, worse yet, a survey copied from somewhere else. Walk in their shoes. UX: how do you view this distinction?

Engineering 62

Engineering Surveys Government Metrics 62

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Horizon CX

MARCH 1, 2021

In 2004, D. Our stated business case that quarterly objectives were less likely to be achieved without taking care of customers drew nods but little change in perspective. The analogy of pushing wet spaghetti up a hill was often raised. Randall Brandt at Burke, Inc.

Sales 52

Sales Customer Experience Marketing Feedback 52

Horizon CX

DECEMBER 31, 2018

It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Surveys as a viable means of measuring the customer experience is in doubt as response rates for surveys has been and continues to decline.

Journey mapping 40

Journey mapping Chief Customer Officer Surveys Consulting 40

Branch Mesenger

JULY 31, 2018

It ranked the best cities for tech talent, based on metrics such as rental costs for employees and companies, as well as available tech talent and outlook for jobs. The ACSI report surveyed 22,500 customers, asking them about everything from the quality of food at each restaurant to customer service and even restroom cleanliness and layout.

Real estate 48

Real estate Airlines Construction Advertising 48

AWS Machine Learning

NOVEMBER 1, 2024

The CRASH trial was a clinical trial conducted from 1999–2004 and recruited patients from 49 countries in the span of 5 years. BMJ conducted an audit on the total emissions of greenhouse gases that were produced by the trials and calculated that roughly 126 metric tons (carbon dioxide equivalent) was emitted during a 1-year period.

Metrics 108

Metrics Transportation industry standards Analytics 108