Beyond Philosophy

JULY 12, 2016

Here’s a summary which encapsulates the difference between satisfaction and loyalty as metrics, expressed by Susan Wyse of Snap Surveys in a June, 2012 post: “Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions.

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

Callminer

FEBRUARY 21, 2018

Mihai Corbuleac is a Senior IT Consultant at ComputerSupport.com LLC , an IT support company providing professional IT support and cloud services to businesses across the United States since 2006. Quality management software, including call recording and call monitoring tools, provide a way to manage, track and report quality metrics…”.

call center software 210

call center software Call Center Contact Center Interactive Voice Response 210

C3Centricity

JULY 2, 2016

The final power metric is that this trust results in customers defending the brand. However, when I examine their metrics I find that they are missing those which would better represent their competitors’ brands. The campaign ran from 2006 to 2009 and was a hilarious success, positively impacting the Mac’s image.

Personalization 96

Personalization Marketing Advertising Metrics 96

Horizon CX

DECEMBER 27, 2019

His research was then fully published in 2006 in a milestone book titled The Ultimate Question and revised and expanded even further in his follow-up publication in 2011 titled The Ultimate Question 2.0. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations. This blog is a summary of those findings.

B2B 52

B2B B2C Surveys Metrics 52

Toister Performance Solutions

JANUARY 20, 2022

This means more than just collecting and presenting survey results or fixing problems. Bliss published Chief Customer Officer in 2006. Do clear metrics exist for measuring progress? Their role was limited to collecting and presenting survey data. The CCO should give senior leaders enough information to grow the business.

Chief Customer Officer 62

Chief Customer Officer Advertising Surveys Sales 62

Comm100

NOVEMBER 13, 2022

This meant a shift away from efficiency metrics towards agent wellbeing. In a 2021 report, 70% of agents surveyed reported feeling overwhelmed. One survey found that 90% of consumers now rate an immediate response as either “important” or “very important” when they need a customer service question answered. . Surveys and polls

Customer Service 97

Customer Service Chatbots Best practices Surveys 97

Customer Interactions

JULY 7, 2015

Some contact centers claim to prioritize customer satisfaction, but all they’re accountable for are operational metrics. In a 2006 Bain study, 80% of companies surveyed claimed they offered a “great” customer experience. That only sounded impressive until Bain went on to survey the customers of those companies.

Surveys 28

Surveys Contact Center Metrics Accountability 28