PeopleMetrics

OCTOBER 19, 2015

When we work with future clients, we often get a lot of questions about customer experience metrics. But sometimes buyers get stuck on the golden metric. The metric to rule them all. We don't have a universal measurement that every company can use to improve customer experience. The world champ. Stay tuned.

Customer effort 101

Customer effort Construction Metrics Customer Experience 101

ProProfs Blog

FEBRUARY 13, 2020

billion from 2014 to 2016 alone. Loyalty programs have witnessed steady growth from 2014-2016 because of the deals they have to offer to the customers of a brand. And more exclusive deals tend to boost the confidence among customers that their partnership with a brand is valued via these programs. million to 3.8

Customer retention 164

Customer retention Sales B2B Marketing 164

CSM Practice

MAY 28, 2020

Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. Soft metrics like the number of advocates, level of adoption, and unpaid training can also be tracked and compensated. The company was founded in 2014 and is headquartered in Sunnyvale, California.

Best practices 126

Best practices Management SaaS Metrics 126

Clarabridge

OCTOBER 27, 2015

This does not mean that their customer experience management (CEM) initiatives are failing. In most cases, these companies just do not have a good way to measure the impact of the customer experience on metrics like revenue. Only 22% are even tracking the financial results of their Voice of the Customer programs**. .”

Revenue potential 75

Revenue potential Customer retention Metrics Customer Experience 75

CX Journey

APRIL 28, 2015

Image courtesy of LendingMemo I originally wrote today's post for Confirmit in September 2014. Not all returns from your customer experience investments are financial. Again, there are a lot of metrics out there to support the importance of delivering a great customer experience. This is a modified version of that post.

Customer Experience 84

Customer Experience Customer centricity Metrics Education 84

Mindtouch

MAY 14, 2018

Consider this an introductory guide to customer success, broken down into five sections. Blaisdell is a leading voice in the SaaS/Cloud sector on customer retention strategies. In 2014, we interviewed Blaisdell about the origins and arguments for a customer success program. Mikael Blaisdell. Mikael Blaisdell.

Customer retention 66

Customer retention SaaS Customer effort Metrics 66

Lumoa

MAY 19, 2020

Let’s take this framework and apply it to a hypothetical business case for a robust customer experience program. In 2014, Peter Kriss of the Harvard Business Review reported that happy customers spend up to 140% more than those who had a negative experience. Define the opportunity. Explore options.

Customer Experience 97

Customer Experience Metrics CRM Customer retention 97

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Chief Customer Officer 48

Chief Customer Officer SaaS B2B Metrics 48

Calabrio

NOVEMBER 18, 2015

As customers become more empowered through technology, so must the organizations that serve them. Analytics in the data-powered contact center are proven to drive KPIs across key metrics, including first contact resolution, cross promotions and overall customer satisfaction. percent decrease in customer satisfaction by the rest.

Contact Center 49

Contact Center Analytics Metrics Surveys 49

Kayako

MARCH 14, 2022

Are you ready to get started or improve your telecom customer service KPI performance? Check out our Ultimate Guide to Customer Service Metrics Cheat Sheet for how to measure customer support performance metrics today. . Why Is It Important to Measure Customer Service KPIs and Metrics for Telecom Companies?

Customer Service 62

Customer Service Metrics Surveys Wait times 62

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Coaching 0

Coaching Upselling Engineering Marketing 0

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). But the damage doesn’t stop there.

Customer centricity 78

Customer centricity Airlines Metrics Feedback 78

Mindtouch

APRIL 30, 2018

Customer Success is an ongoing effort, one that requires constant attention and, sometimes, retooling and refinement of our approach. Editor’s Note : This post was originally published in 2014. Some things have changed since then, including job titles and the Customer Success landscape in general.

SaaS 48

SaaS Upselling B2B Self service 48

Comm100

FEBRUARY 5, 2018

According to a survey of more than 75000 participants, going above and beyond had a lower impact on customer loyalty than actually solving problems. Since the birth of the contact center, the balance between efficiency and quality has been a hot topic for managers looking to cut costs while also ensuring customer retention and loyalty.

Complaint resolution 52

Complaint resolution Benchmark Self service Contact Center 52

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

aircall

MARCH 19, 2021

By understanding your customer profile, you can find out the specific demographic groups that are interested in your product, so can tailor your marketing campaigns to them more effectively. Increase customer retention. Security breaches have increased by 67% since 2014 and can cost organizations millions of dollars.

Sales 62

Sales CRM Marketing Best practices 62

delighted

OCTOBER 22, 2019

While there are many reasons and methods to measure customer experience (CX), keeping tabs on the perception of your customers via the Net Promoter methodology can be incredibly valuable for benchmarking the health of your business. At the beginning of 2014, the company experimented with adding an extra step to the shipping process.

Benchmark 41

Benchmark Surveys Feedback Customer retention 41

delighted

JANUARY 7, 2020

Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Survey your customers for employee feedback.

Customer Experience 40

Customer Experience Surveys Feedback Marketing 40

Balto

AUGUST 3, 2022

Figure 7: “Drain on Resources” Agreement vs Contact Center Metrics Note: Responses have been converted to a 0-100 scale for comparison. Companies that have personal interactions with a large segment of their customers see a 1-2% increase in total sales due to increases in loyalty. 2014, October 29). Their average NPS was 80.4

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

SmartKarrot

SEPTEMBER 10, 2020

Since customer success is a relatively new business function, the Chief Customer Officer is one of the latest roles. According to a report by CCO Council in 2014, 22% of Fortune 100 companies had adopted CCO roles. The points above state the broader areas a Chief Customer Officer is involved in. Using metrics.

Chief Customer Officer 10

Chief Customer Officer Customer centricity SaaS Upselling 10