ShepHyken

JANUARY 26, 2025

According to Forresters Consumer Benchmark Survey, 2024, 54% of US online adults agree that loyalty programs influence what they buy, and 64% agree that programs influence where they make purchases. For example, rewarding a customer with a free sandwich after they buy nine sandwiches is the same as a 10% discount.

Customer Service 165

Customer Service Metrics Benchmark Consulting 165

Beyond Philosophy

NOVEMBER 29, 2018

For example, when I buy something at a store, I pay, and I leave with the item—and if it’s food or beverage, I might already be consuming it. For example, Patagonia is excellent at authenticity. An example is how the retailer Nordstrom’s provides customers with free alterations to get an optimal fit for their new garment.

Customer Experience 419

Customer Experience Benchmark Advertising Personalization 419

AWS Machine Learning

JANUARY 29, 2024

This post explores these relationships via a comprehensive benchmarking of LLMs available in Amazon SageMaker JumpStart, including Llama 2, Falcon, and Mistral variants. We provide theoretical principles on how accelerator specifications impact LLM benchmarking. Additionally, models are fully sharded on the supported instance.

Benchmark 116

Benchmark APIs Enterprise Accountability 116

AWS Machine Learning

NOVEMBER 15, 2024

In this post, we discuss the benefits and capabilities of this new model with some examples. The following figure illustrates an example of this workflow. The following figure illustrates some examples of these use cases. Generic text-to-image benchmark accuracy is based on Flickr and CoCo.

Benchmark 101

Benchmark Enterprise Construction Engineering 101

ShepHyken

NOVEMBER 22, 2019

For businesses that have become the benchmark for top customer service, what are they doing differently? Online retailer Zappos is a great example. It all boils down to understanding the principles that differentiate a good support team from a great one. Now, the question is, what could these principles be? Consider the following: 1.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

Help Scout

JULY 20, 2021

In this post, we’ll explore the fundamental concepts of a customer-oriented culture, give some examples of customer-oriented companies and how they function, and break down the steps of how you can encourage a customer-oriented perspective within your team and company. Take, for example, the iPod.

Sales 145

Sales Feedback Metrics Surveys 145

PeopleMetrics

JANUARY 21, 2025

The formula for NPS is simple: NPS = (% of Promoters) - (% of Detractors) For example, if 60% of your customers are promoters and 20% are detractors, your NPS is 40. And because its widely used, you can benchmark your score against competitors to see how you stack up. Example: A SaaS company notices its NPS drop.

Metrics 118

Metrics Benchmark SaaS Analytics 118

Beyond Philosophy

MAY 9, 2019

For example, we did Emotional Signature research for a hospital system. An example of sophisticated research to understand how customers feel is authentic emotion measurement using facial recognition. In my hospital example, more time spent staring at the computer screen saying, “Uh-huh, uh-huh,” won’t make the patient happy.

Consulting 379

Consulting Consulting Education Benchmark 379

Beyond Philosophy

SEPTEMBER 15, 2015

In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. For example, Rocks has discovered that brands that have made providing a simpler Customer Experience their priority have performed “especially well” with regards to NPS. Quite a lot, it turns out.

Banking 383

Banking Telecommunications Consulting Consulting 383

Beyond Philosophy

FEBRUARY 19, 2019

The rows give you examples of the concepts in action. For example, Sephora has an enhanced experience. Now on the bottom row, Kahn includes examples of Customer Experiences taking away the pain. Examples of How the Matrix Works. For example, Amazon is the best at frictionless experiences.

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Let us have a look at some of the examples to understand it better and you might be witnessing many of these in this year ahead. Shep Hyken.

Government 234

Government Technology Benchmark call center software 234

Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. However, fixing problems is an example of small stuff. For example, the companies with the best ROI and results to show in Thompson’s survey took a more comprehensive and thorough approach to journey mapping.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

JANUARY 23, 2019

For example, if you are staying in a hotel in a certain city and a friend of yours has stayed there also, and they say, “It’s like the Four Seasons Resort,” you now have a pretty high reference point. Professor Hamilton’s favorite example is choosing a political candidate in a tight race.

Management 361

Management Consulting Consulting Accountability 361

ShepHyken

JULY 31, 2017

Here are a number of examples of how the hotel industry can deliver better service and a customer experience. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: This has been out there a while, but I discovered it just a few days ago.

Customer Service 0

Customer Service SaaS Benchmark Technology 0

Beyond Philosophy

JUNE 13, 2019

For example, we ask questions like: What’s the experience that you’re trying to deliver to your employees? For example, employees will say that salary or benefits are most important to them. The best example of how to create change in your organization is the Kotter Model for Change.

Customer Experience 413

Customer Experience Consulting Consulting Employee engagement 413

Beyond Philosophy

AUGUST 14, 2019

For example, consider the furniture you put together yourself at Ikea. Some other examples of friction that are beneficial to the experience are: Seeing a line outside a club and thinking you might want to go there since it appears to be the hottest ticket in town.

Customer Experience 331

Customer Experience Benchmark Education Consulting 331

3CLogic

DECEMBER 17, 2024

4 For example, GenAI call summarization can save agents an average of 6 minutes per call by automating the process of cleaning up notes and summarizing conversations. These solutions are setting new benchmarks for customer satisfaction by empowering organizations to solve more issues faster at a lower cost.

Contact Center 98

Contact Center Self service Coaching Benchmark 98

Beyond Philosophy

MAY 8, 2019

For example, we were doing work years ago in England with one of the train franchisees. So, for example, if you evoke trust, it results in this amount of revenue; and if we evoke cared for, then it’s this much, and so on. At the top levels, an organization should be defining what emotions they’re trying to evoke.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

JANUARY 10, 2019

Take rent money or mortgage payments, for example. Now, not borrowing from the rent money for another expense is an example of when mental accounting makes sense, meaning it is rational. For example, a friend of mine is a member of a spa’s massage subscription-service. It might make people more willing to spend money.

Accountability 317

Accountability Customer Experience Entertainment Benchmark 317

AWS Machine Learning

FEBRUARY 21, 2025

Besides the efficiency in system design, the compound AI system also enables you to optimize complex generative AI systems, using a comprehensive evaluation module based on multiple metrics, benchmarking data, and even judgements from other LLMs. The code from this post and more examples are available in the GitHub repository.

Benchmark 79

Benchmark Metrics Engineering Feedback 79

AWS Machine Learning

MARCH 3, 2025

Overview of Pixtral 12B Pixtral 12B, Mistrals inaugural VLM, delivers robust performance across a range of benchmarks, surpassing other open models and rivaling larger counterparts, according to Mistrals evaluation. Performance metrics and benchmarks Pixtral 12B is trained to understand both natural images and documents, achieving 52.5%

Benchmark 83

Benchmark APIs Enterprise Construction 83

Beyond Philosophy

MAY 31, 2019

For example, one of my team members hates flying because she worries she is unsafe in an airplane. An example is the Availability Heuristic. When we can think of several examples of something occurring, we believe that our easy recall is evidence of its impending frequency. Uncertainty Leads to Mental Shortcuts.

Customer Experience 318

Customer Experience Consulting Consulting Benchmark 318

Beyond Philosophy

APRIL 4, 2019

For example, Apple delivers a Branded Customer Experience. . Another example—and cautionary tale—is Aviva insurance brand Norwich Union, an insurance company in the UK. The Norwich Union example leads to my next point. For example, I was chatting with a mobile phone company. To listen in , please click here.

Call Center 326

Call Center Consulting Consulting Benchmark 326

Global Response

MARCH 12, 2025

Tracking first-call resolution (FCR) and other metrics, for example, help you pinpoint where agents excel and where they can improve. For example, if customer satisfaction is a top priority, use metrics like the net promoter score or first-call resolution. Here are a few tips to increase your chances of success.

Contact Center 62

Contact Center Analytics First call resolution Abandon rate 62

Beyond Philosophy

MARCH 19, 2019

For example, if you are a frequent flyer and you get upgraded to first class on a flight, you recognize that it is a benefit, or added-value of being a frequent flyer. For example, Bell’s wife traded in her old car and bought a new one. How can you enable your team to have them deliver on the “Whoa!” Her reaction? It was a “Whoa!”

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

VirtualPBX

SEPTEMBER 28, 2023

In this blog post, we will explore three call center dashboard examples that empower managers with the insights they need to excel in this critical role. Managers can set benchmarks and intervene when call times exceed expectations.

Call Center 98

Call Center Abandon rate Abandon Call First call resolution 98

Calabrio

MARCH 5, 2025

How to Improve (+Examples) Share What is first call resolution? Here’s the formula: Total Resolved Cases / Total Number of Cases x 100 For example, if 40 out of 120 interactions in a month are resolved on first contact, FCR rate will be 33%. Analytics What is First Call Resolution?

First call resolution 40

First call resolution Contact Center Analytics Morale 40

AWS Machine Learning

JANUARY 28, 2025

For example, a prompt that generates 100 tokens in one model might generate 150 tokens in another. Consider benchmarking your user experience to find the best latency for your use case, considering that most humans cant read faster than 225 words per minute and therefore extremely fast response can hinder user experience.

Benchmark 70

Benchmark APIs Engineering Metrics 70

Beyond Philosophy

NOVEMBER 1, 2019

For example, when you drive your car home from work like you do every workday, sometimes you pull into the driveway and don’t remember driving there. For example, whenever I book a flight, the next thing I do is to contact the driver where I will land. These examples are why good habits are so much harder to form.

Airlines 350

Airlines Education Self service Consulting 350

Beyond Philosophy

APRIL 25, 2019

For example, companies now use your Wi-Fi connection to know where you are when you linger in a store and don’t get me started on the sheer amount of information “they” have about your clickstream data (i.e., Furthermore, the examples Hedgecock has seen are funny and entertaining. the websites you visit and in what order).

Technology 296

Technology Entertainment Consulting Consulting 296

Beyond Philosophy

MARCH 25, 2019

My example just now was about an organization that thinks business is rational who then adjusts their pricing. For example, if you price your product at $500, a customer perceives it as $500. The BT example I shared was deliberate. Their “gut” tells them things at work, just like it does everywhere else in their lives.

B2B 332

B2B CRM B2C Education 332

Beyond Philosophy

APRIL 18, 2019

For example, if you love a brand, then you will pick from that brand even though other brands offer the same or a similar thing. An example is my relationship with Apple. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire.

Construction 319

Construction Benchmark Consulting Consulting 319

ShepHyken

SEPTEMBER 25, 2023

For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries. Companies that excel in simplicity, convenience, and NPS scores tend to outperform the market collectively. Positive experiences in one industry can shape customer expectations in others.

Benchmark 219

Benchmark Customer centricity Marketing Technology 219

AWS Machine Learning

FEBRUARY 12, 2025

Dataset requirements: Each line must be a valid JSON object The file must use JSONL format The dataset should be stored in an Amazon S3 bucket Example JSONL format without ground truth ( category is optional): { "prompt": "What is machine learning?" Use the same evaluator model across comparisons for standardized benchmarking.

Metrics 88

Metrics Engineering APIs Benchmark 88

3CLogic

MARCH 27, 2025

For example, the State of South Dakota enhanced its IT service desk by consolidating operations on ServiceNow with 3CLogic, improving efficiency and service quality. The result? Faster resolutions, reduced wait times, and more personalized service at a lower cost.

Government 96

Government Self service contact center solutions Contact Center 96

Beyond Philosophy

MARCH 28, 2019

For example, if you are going to leave a stable job (read: boring but steady) into a riskier one at a startup (read: exciting because it could flourish or fold any minute), many people would ask for a higher salary and greater immediate benefits. We can’t guarantee results because we can’t control everything.

Management 359

Management Consulting Consulting Benchmark 359