Beyond Philosophy

APRIL 6, 2016

The methods used to understand competitors most often involve one or more approaches to benchmarking. Benchmarking goes beyond competitive analysis to interpret how peer organizations do what they do in terms of quality, time, cost and overall customer value dimensions. It is not copying the best.”

Gamification 236

Gamification Benchmark Automotive Wireless 236

SQM Group

JULY 27, 2023

Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.

Benchmark 89

Benchmark Call Center industry standards 89

ShepHyken

DECEMBER 23, 2024

In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. They are comparing you to the best customer experiences they have had from brands in every industry.

Customer Experience 216

Customer Experience B2C B2B Benchmark 216

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. Even if you’re not part of that industry, take a look at what drives these companies’ NPS scores.

Customer Service 0

Customer Service Benchmark SaaS Technology 0

ShepHyken

MARCH 2, 2020

CX Is Broken: Five Takeaway’s From NTT Ltd’s 2020 Customer Experience Benchmarking Report by Stan Phelps. That’s one of the main takeaways from NTT Ltd’s Annual 2020 Customer Experience Benchmarking Report. My Comment: Just because this article focuses on loyalty in the hospitality (hotel) industry, doesn’t mean you shouldn’t read it.

Customer Service 207

Customer Service Benchmark Surveys Customer Experience 207

CCNG

JULY 6, 2022

Connectivity continues to shrink our world, and in the process transform businesses and industries. The potential benefit from collaborative problem solving, distributed innovation, and cross industry learning is more compelling than ever. ?We Which benchmarking studies are worth your time? What professional groups are valuable?

Best practices 195

Best practices CCNG Benchmark Consulting 195

Beyond Philosophy

FEBRUARY 6, 2019

Customer Experience as an industry is at a crossroads. If we as an industry do not turn it around, we might see our budgets and headcounts reassigned somewhere else. Both firms agreed that the Customer Experience Industry as a whole was not showing any significant increases or ROI. It’s time to put up or shut up.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

The Northridge Group

AUGUST 23, 2022

Quality Monitoring needs vary by industry, but one industry with very specific and complex Quality Monitoring needs is the healthcare industry. There are a variety of reasons why monitoring calls for the highly regulated healthcare industry is a more complex process than monitoring calls in other industries.

Healthcare 128

Healthcare Contact Center outsourcing contact center associations 128

AnswerConnect

DECEMBER 18, 2024

Explore key customer service stats and benchmarks for 2025. The post 35 Customer Service Industry Statistics & Benchmarks You Need to Know appeared first on AnswerConnect Blog. Enhance your service with insights on customer satisfaction, tech trends, and market growth.

Benchmark 52

Benchmark Customer Service Marketing Metrics 52

ShepHyken

OCTOBER 4, 2019

It can capture customer data including average spend, visit frequency, lifetime value, itemized purchases, and competitive benchmarks. He possesses hands-on experience in writing for the customer service industry. Dwayne likes drawing connections between different industries and entities while designing his blogs.

Benchmark 311

Benchmark Customer retention Feedback Consulting 311

ShepHyken

JUNE 20, 2018

Uber disrupted the taxi-cab industry. Disruption is not about disrupting an industry. The companies and individuals who deliver amazing service set the benchmark for everyone. And, Amazon started out disrupting bookstores and eventually moved on to disrupting the entire retail world. You can be a tiny company.

Customer Service 259

Customer Service Benchmark Chatbots CRM 259

ShepHyken

SEPTEMBER 25, 2023

Top Takeaways: The frequency of tipping, or “tipflation,” has increased across industries. Positive experiences in one industry can shape customer expectations in others. For example, exceptional customer service at an Apple store can set the bar for expectations in restaurants and other industries.

Benchmark 230

Benchmark Customer centricity Marketing Technology 230

ShepHyken

NOVEMBER 22, 2019

For businesses that have become the benchmark for top customer service, what are they doing differently? Bottom line… Customer support has largely been seen as an industry that requires teams to be reactive. It all boils down to understanding the principles that differentiate a good support team from a great one.

Customer Support 377

Customer Support Multi-channel support voip Benchmark 377

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. Armed with this information, she writes about latest industry technologies and how it benefits organizations from small scale to global enterprises. Shep Hyken.

Government 242

Government Technology Benchmark call center software 242

IdeasUnlimited

AUGUST 21, 2024

In this context, USA call centers are particularly influential, setting high standards for the industry through their advanced technology, expert training, and commitment to quality. Industry expertise plays a key role in improving client relationships.

industry standards 98

industry standards Call Center Best practices Benchmark 98

ShepHyken

JANUARY 20, 2020

The Wise Marketer) We are fans of mapping out industry trends and predictions at the beginning of each year. It’s part of our mandate as the voice of the global Loyalty Marketing industry, but we recognize that our list is just one among dozens of others. Live Chat Benchmark Report 2020 Comm100 Network Corporation.

Customer Service 247

Customer Service B2C Entertainment Customer effort 247

CSM Magazine

FEBRUARY 12, 2024

Corporate events serve as a powerful platform for networking, brand promotion, and industry engagement. To host an event that not only stands out but also resonates within your industry requires careful planning, innovation, and attention to detail. Enlist speakers who are leaders in their field to add credibility and draw crowds.

Entertainment 95

Entertainment Benchmark Transportation Advertising 95

ConvergeOne

MARCH 10, 2022

ConvergeOne Achieves an NPS That’s Nearly Double the Industry Benchmark. The score is nearly double the IT services industry benchmark of 42, as reported by ClearlyRated. Our industry-leading NPS substantiates our position as a proven cloud and applications solution provider that creates value for customers.

industry standards 105

industry standards Real estate Benchmark Customer centricity 105

ShepHyken

APRIL 11, 2017

However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention. Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

ShepHyken

FEBRUARY 24, 2020

Forbes) Working as chief marketing officer of an AI-based business and marketing solutions company, I have a unique viewpoint of the marketing industry and the evolutions taking place, which has led me to make the following predictions for the year ahead. This works for virtually any business.

Customer Service 207

Customer Service Benchmark Marketing Customer Experience 207

COPC

SEPTEMBER 9, 2022

This partnership will provide the South African contact centre industry with research insights into its market and those it supports, ensuring improvement in professional competency. CCMG’s volunteer board of industry professionals oversees Professional Standards and Competencies for the industry. WINTER PARK, Fla.,

Best practices 99

Best practices Benchmark Consulting Consulting 99

CCNG

JULY 12, 2020

The contact center industry has never experienced anything like the COVID-19 pandemic. Despite these claims, why hasn’t the industry adopted this as its primary model? The opportunity to benchmark yourself against other participating companies.

CCNG 195

CCNG Benchmark Contact Center Employee engagement 195

CCNG

JULY 11, 2020

Conversation, candid discussion and knowledge sharing with a trusted network of experienced peers is an effective way for us to navigate this constantly changing industry. Industry benchmarks, trend analysis, and accepted best practices all help shape your strategic decisions.

CCNG 195

CCNG Benchmark Contact Center Customer Care 195

ShepHyken

AUGUST 28, 2017

While the article’s title appears to be focused on contact and support centers, the concepts can be used by any type of business in any industry. Ideas like understanding industry benchmarks and using feedback are for everyone. My Comment: Don’t skip this article if you’re not in the contact center world.

Customer Service 211

Customer Service Contact Center Benchmark Big data 211

ShepHyken

JULY 16, 2018

Christopher Elliott gives us a glimpse into what the CX will be like in the travel industry – and I think you’ll like it! It doesn’t matter what industry you’re in, increasing the number of customers who come back, even by just a small percentage, has a big impact on your bottom line. The message is clear.

Customer Service 40

Customer Service Benchmark Surveys Feedback 40

Fonolo

JULY 8, 2021

The ideal NPS score is relative to your company’s industry. Let’s take a look at some NPS benchmarks for different industries: Average NPS by Industry in the USA, 2020. If you’re a supermarket using competitive benchmarking for your industry, you’ll want your NPS to be higher than average, or 34.

Benchmark 142

Benchmark Contact Center Metrics Airlines 142

ShepHyken

FEBRUARY 5, 2018

(SuperOffice) Today we’re excited to release our new study: The 2018 Customer Service Benchmark report, which is a study of how 1,000 companies handle customer support. They don’t just compare you to direct competitors, but to companies outside of the industry. The short answer is… YES!

Customer Service 38

Customer Service B2C Benchmark B2B 38

Education Services Group

NOVEMBER 21, 2022

For the third year in a row, we’re tracking all the twists and turns unfolding in the Customer Success industry. A growing industry full of fresh talent. We’re seeing many new hires from outside the industry. For 44.3%, it’s been less than five years in the industry.

Metrics 98

Metrics Benchmark CRM Technology 98

Beyond Philosophy

FEBRUARY 19, 2019

Now the industry is so competitive you’ve got to take that leadership advantage and be the best in two quadrants. If you want to benchmark your organization’s performance in the new world of behavioral economics against other companies, take our short questionnaire. So, What Does This Mean for Your Customer Experience?

Benchmark 356

Benchmark Marketing Customer Experience Consulting 356

ShepHyken

JUNE 26, 2023

With intense competition and ever-increasing customer expectations, it’s crucial for brands to seek inspiration from unexpected sources, including those completely outside of their industries. Here are ten from some of the best-known – and not so well-known – experts and thought leaders in the industry.

Customer Service 43

Customer Service Customer centricity B2C Entertainment 43

Beyond Philosophy

JANUARY 23, 2019

We almost always have a reference point we use when we judge an experience, even if it isn’t from the same industry. If you want to benchmark your organization’s performance in the new world of Behavioral Economics against other companies, take our short questionnaire. She was used to Amazon Prime’s two-day shipping timeline.

Management 361

Management Consulting Consulting Accountability 361

CX Global Media

NOVEMBER 19, 2018

Change is hard, especially in the contact center industry. This is a problem since we’re facing one of the toughest industry transformational challenges we’ve ever encountered with increasing contact channels, multi-generational workforce, moving to the cloud, Artificial Intelligence, remote work and mobile devices (to name but a few).

Contact Center 233

Contact Center Coaching Benchmark Call Center 233

Cyara

NOVEMBER 14, 2023

Regardless of the industry you operate in, your phone numbers represent one of your most important assets. Arguably, phone number testing is one of the most important aspects in ensuring an excellent customer experience (CX).

Benchmark 76

Benchmark Customer Experience Call Center 76

CX Accelerator

APRIL 1, 2020

The Ugly News: The truth of the matter is your CEO wants a simple answer to a complex question, but the fact remains that the industry doesn’t know (or can’t agree at least) on how to answer the ROI question. Because of a desire for simple and buzz-worthy mast to pin our colors to we have "productized" our industry with a capitalized acronym.

Metrics 228

Metrics Morale Benchmark Government 228