ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing.

Customer Experience 367

Customer Experience Metrics Customer retention Analytics 367

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 210

Surveys Automotive Advertising Enterprise 210

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX.

Customer Service 218

Customer Service Personalization Self service Metrics 218

ShepHyken

APRIL 2, 2021

This week we feature an article by Hannah McCabe , Director of Demand at Stella Connect by Medallia. But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent.

Customer Service 308

Customer Service Metrics Self service Average Handle Time 308

ShepHyken

FEBRUARY 7, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: NPS (Net Promotor Score) is one of my favorite metrics. This article is by an expert who consults in the NPS world.

Customer Service 41

Customer Service Contact Center Consulting Consulting 41

ShepHyken

SEPTEMBER 26, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article shares the traits and qualities of those looking for a job in customer service. Here are my top five picks from last week.

Customer Service 185

Customer Service Customer retention Analytics Surveys 185

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Closing the Operational Gap.

Customer Experience 378

Customer Experience Transportation Feedback Metrics 378

Lumoa

JANUARY 3, 2023

Surveys are one of the most useful tools out there for gathering quick feedback from customers, and understanding what motivates them. But with great power comes great responsibility – if you’re going to get the results you need to make critical business decisions, it’s important that your survey design is done well!

Best practices 147

Best practices Surveys Metrics Construction 147

CX Global Media

AUGUST 27, 2018

When it comes to improving survey scores, most contact centers have way too many obstacles and paths in front of them, so they need to learn to take a path less traveled. Ignore Survey Scores. If so, it’s time to ignore your survey scores. When thinking about survey scores, you need to do just that. Ignore to Focus.

Contact Center 174

Contact Center Surveys Coaching Call Center 174

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Here are four customer service skills that the author of the article feels companies have to relearn. Here are my top five picks from last week. I hope not.)

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

Beyond Philosophy

FEBRUARY 6, 2019

This discussion was predicated by two articles I read from Nunwood and Forrester late last year. It requires more than surveys or changing how you answer the phone. The metrics you choose should line up with your actions and the goals you are trying to meet. Recommendation #4: Get feedback from sources other than surveys.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 172

Customer Service Healthcare Journey mapping Feedback 172

ShepHyken

NOVEMBER 20, 2020

This week we feature an article from Pawel Lawrowski, Head of Growth at Tidio. NPS is a customer satisfaction metric that can help you evaluate the quality of your service. To calculate it, you need to use website surveys. CSAT surveys can contain multiple questions (including the open-ended ones). Burger King Does.

Customer Service 388

Customer Service Chatbots Education Feedback 388

ShepHyken

APRIL 6, 2018

This week we feature an article by Anand Srinivasan who looks at a few ways a business can keep tabs on the customer experience through continuous testing. – Shep Hyken. Disney Store uses a tool that pops out a short survey once in a while during the buying process to understand the customer’s thoughts. NPS tracking.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 162

Metrics Customer Experience Benchmark Surveys 162

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Given the current state of technology, your strategic goals must now go beyond improving metrics. It’s that time of year again. Technology is on your side.

Customer Experience 259

Customer Experience Airlines Average Handle Time Contact Center 259

ShepHyken

MARCH 27, 2020

This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Net Promoter Score (NPS).

Surveys 148

Surveys Customer Experience Advertising Customer effort 148

ShepHyken

JUNE 18, 2019

They discuss Mary’s recent article, “ Bad Experiences Aren’t Always the Problem for Companies ” as it pertains to customer feedback, customers’ expectations, and the entire customer experience. Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation.

Feedback 288

Feedback Surveys Marketing Metrics 288

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Feedback collection and analysis Teach your team how to conduct surveys and interviews with customers. Read Shep’s latest Forbes article: What In The Heck Is ChatGPT?

B2C 365

B2C Customer centricity Feedback Upselling 365

ShepHyken

FEBRUARY 13, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Customer Lifetime Value (CLV) is an important metric that measures the revenue you can expect from a single customer over their lifetime.

Customer Service 26

Customer Service Chatbots Metrics Surveys 26

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Customer centricity 134

GetFeedback

JANUARY 19, 2020

In any case, I clicked on the icon to begin a survey process online, where I saw this: The “overall rating” question gives me more options than the email would have suggested. To complete the survey, I was then asked to: Comment on things I liked or didn’t like. This was optional but might discourage some from completing the survey. .

Surveys 146

Surveys Journey mapping Feedback B2B 146

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Walk through this article as we discuss those factors and talk about ways to improve your first call resolution rate. .

First call resolution 224

First call resolution Call Center Best practices Customer Support 224

ShepHyken

APRIL 13, 2018

This week we feature an article by Jaime Bailey who explains why your company is best served by considering every possible source of insight about customer behavior, goals, and expectations, and implementing the tools that most effectively serve your needs. – Shep Hyken.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys.

Customer Service 207

Customer Service Best practices Surveys Feedback 207

ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. One of the easiest things you can do is to send out customer satisfaction surveys. You might find it beneficial to implement some KPIs and metrics in order to track customer satisfaction. Ask for feedback.

Feedback 207

Feedback Surveys Metrics Personalization 207

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio.

Customer Support 277

Customer Support Customer effort Self service Metrics 277

CX Accelerator

JANUARY 7, 2019

This is exciting because we communicate with our customers via text whether it’s through inbound support messages, transcribed phone calls, or voice of customer survey responses. Conclusions I recently wrote an article for ICMI with technology upgrades for contact centers to consider in 2019.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Fonolo

AUGUST 25, 2020

Creating a consumer perception survey is the first step — here’s everything you need to know so you can find out what customers really think of your brand. What’s the point of your customer perception survey? Before you start creating your customer perception survey, you need to decide its purpose. Test your timing.

Surveys 119

Surveys Brand ambassadors Feedback Best practices 119

ShepHyken

NOVEMBER 14, 2024

This week, we feature an article by Andy Watson, Senior Product Marketing Manager, Customer Experience at RingCentral. Read Shep’s latest Forbes article: Tackling The Challenge: The NFL’s Winning Strategy To Engage Gen-Z Fans

Chatbots 171

Chatbots Contact Center Self service Customer Experience 171

Comm100

NOVEMBER 2, 2022

To understand how effective chatbots can be, there are several chatbot success metrics you need to track. With that in mind, in this article we’ll break down the top chatbot performance metrics that you should pay attention to, starting with the staple chatbot metrics and then moving onto the more technical chatbot metrics.

Chatbots 96

Chatbots Metrics Average Handle Time Wait times 96

ShepHyken

APRIL 26, 2019

This week we feature an article by Chanice Henry who writes about the importance of listening and understanding your customers in order to give them the experience they want. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Technology 242

Technology Marketing Metrics Surveys 242

Steve DiGioia

SEPTEMBER 24, 2018

This original article was written by Steve DiGioia. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. does your Net Promoter Score tell you enough to make a difference? But we should do this instead of worrying about a good NPS score.

Metrics 392

Metrics Surveys Customer Experience Management 392

360Connext

JANUARY 5, 2022

It’s my sincere goal that these concepts – along with the videos and additional resources provided in this article – can serve as a springboard to your CX success. Article] Why a CX Mission Statement Matters — And How to Create One. ?. Article] Use SMIRC Goals to Define Customer Experience Outcomes.

Journey mapping 188

Journey mapping Customer Experience Education Feedback 188

ChurnZero

JUNE 17, 2022

To share how to choose, track, and act on effective onboarding metrics, ChurnZero Customer Success Enablement Team Lead Bree Pecci joined CSM Practice for a drill-down into customer-centric onboarding. Onboarding metrics serve two main purposes. Basing onboarding metrics on your internal operations can produce false positives.

Metrics 98

Metrics SaaS Surveys Self service 98

ShepHyken

DECEMBER 21, 2018

This week we feature an article by Prasad Reddy who shares 10 ways to improve CSAT scores by enhancing customer satisfaction. – Shep Hyken. CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. Customer satisfaction is at the core of your business health and growth.

CRM 260

CRM Best practices Customer Service Metrics 260