Beyond Philosophy

DECEMBER 6, 2018

The slogan resurfaced in the 2008 campaign as “It’s the economy, stupid.”. If you count up your complaints, whether by email, snail mail, survey comments or whatever, multiply it by 26 and you have a decent estimate of what percentage of your customers have a problem with your experience. Not everyone is a complainer.

Customer Experience 410

Customer Experience Benchmark Customer retention Personalization 410

ShepHyken

APRIL 11, 2017

How can you make money by understanding the numbers behind this survey? 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?” How can you sell the C-Suite on the benefits of investing in Customer Retention?

Customer retention 209

Customer retention Benchmark Surveys CRM 209

AWS Machine Learning

SEPTEMBER 11, 2024

Accelerator benchmarking When considering compute services, users benchmark measures such as price-performance, absolute performance, availability, latency, and throughput. A second benchmarking measure is absolute-performance , meaning how quickly can a given job be completed independent of price.

Benchmark 98

Benchmark Banking Analytics Big data 98

ChurnZero

JUNE 19, 2020

A: [Allen]: At the onset of COVID, we surveyed 50 PE firms and 25 strategic buyers and asked that exact question. They didn’t really exist in mass during 2008 and 2009, so we’ve never really seen it. Q: Do you expect a shift in the value and focus of growth versus retention? Net retention is more important right now.

SaaS 72

SaaS Metrics Surveys Customer retention 72

Callminer

JANUARY 18, 2021

“A 2014 survey suggested that 69% of customers feel that their call center experience improves when the customer service agent doesn’t sound as though they are reading from a script. Implement IVR post-call surveys to glean better insights from callers. Encourage agents to cheer up callers with more flexible scripting.

Best practices 226

Best practices Call Center Contact Center Scripts 226

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Oh, and one more thing. This is an important consideration.

Metrics 35

Metrics Benchmark Surveys Customer retention 35

CX Journey

FEBRUARY 27, 2019

Not that we're going to blame the survey for your consistently great scores, but how long has it been since you've revisited your surveys ? Take a look at benchmarks. You may think your scores are great in a vacuum, but when benchmarked, you may not look so good. Oh, and one more thing. This is an important consideration.

Metrics 32

Metrics Benchmark Surveys Customer retention 32