Beyond Philosophy

JUNE 14, 2016

Temkin’s infographic blog also offered-up report statistics on the most actively used metrics: Satisfaction (89% transactional metrics/84% relationship metrics), Likely to Recommend (77% transactional/81% relationship), and Customer Effort (52% transactional/53% relationship). The 4 Most Important Customer Experience Metrics.

Metrics 150

Metrics Customer Experience Consulting Consulting 150

CCNG

OCTOBER 19, 2022

(Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable. Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! How do you round off a year that’s been so good to the customer service industry? Implementing Customer Effort Score , by Nicereply.

Customer Experience 98

Customer Experience Chief Customer Officer Customer centricity B2B 98

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Consultants have set up entire businesses profiting from this discourse. — Alex Boland | Director of ANZ Operations at COPC Inc.

Metrics 68

Metrics Customer effort industry standards Consulting 68

Taylor Reach Group

JUNE 6, 2017

You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. Recently, our expert panel of Contact Center Consultants had a discussion on the role of chat in the Call Center. 2) Customer convenience: Sometimes customer inquiries and concerns can be alleviated very quickly and easy, with the use of live chat.

Contact Center 55

Contact Center Consulting Consulting Healthcare 55

DMG Consulting

MARCH 15, 2017

Thank you for your interest in DMG Consulting’s publications. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. Deliver a personalized customer experience (39.2 Reduce customer effort (35.2 Enhance customer engagement (33.6

Contact Center 48

Contact Center Customer retention Self service Analytics 48

aircall

NOVEMBER 17, 2016

In 2016, 60% of consumers reported having higher expectations in terms of customer service than they did the previous year. This article will look at four customer service trends which will affect the way businesses cater to the customer experience in 2017. Abhinav Sridhar - Senior consultant, Aranca Research.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54