Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

ShepHyken

APRIL 11, 2017

First Up: Shep Hyken’s opening comments focus on the Net Promoter Score®, which is the result of a survey question that asks a customer “How likely would you be to recommend us?” Top Takeaways: A repeat customer will do more business with you than a new customer. Repeat customers spend more.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. As we discussed, the best customer experience metric for your business is a matter of finding the best fit for your business.

Benchmark 106

Benchmark Metrics Customer effort Customer emotions 106

ijgolding

MAY 11, 2016

I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is a tough watch – not because of the quality of the acting, but because of the almost completely unbelievable plot. It was very real.

Customer Experience 65

Customer Experience Banking Benchmark Enterprise 65

Callminer

JANUARY 18, 2021

A 2008 report by CFI group explained that when customer service professionals are perceived to converse softly and clearly, they resolve customer issues 88% of the time. Being able to have AI technology listening to a call to help guide the agent will help the customer experience immensely.

Best practices 226

Best practices Call Center Contact Center Scripts 226

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

AWS Machine Learning

SEPTEMBER 11, 2024

By performing a calculation more quickly, the user may be able to solve an equation more accurately, provide a better customer experience, or gain an informational edge over a competitor. A second benchmarking measure is absolute-performance , meaning how quickly can a given job be completed independent of price.

Benchmark 100

Benchmark Banking Analytics Big data 100