Beyond Philosophy

MAY 8, 2019

From our research that we did with London Business School, these emotions drive short-term spend. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It contains emotions that affect trust, so people feel valued, cared for, safe, and focused.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 10, 2014

According to their 2014 US Insurance Shopping study, 28% of the Customers who switched auto insurance providers did so because of “poor experience.”. Your existing customers are far easier to upsell. That’s a much bigger chance that you are going to get to yes if you have a loyal customer base to ask for the order.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

ProProfs Blog

MARCH 18, 2020

When you read these, it doesn’t seem too difficult to estimate customers’ satisfaction level, right? What if you need more constructive feedback to make things better for your customers? Well, you have to understand how to measure customer satisfaction by expressing it in meaningful, comparable, and unbiased numbers.

Surveys 145

Surveys Metrics Feedback Best practices 145

Quiq

DECEMBER 8, 2021

The beginning of the year is a great time to start tracking your customer success metrics. Measuring how happy your customers are with your service and how likely they are to return is a great predictor of overall business success. Use success metrics to: Gauge the success of new initiatives. Predict customer loyalty.

Metrics 52

Metrics Surveys Chatbots Best practices 52

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. This helps to ensure customer satisfaction and builds long-term customer loyalty. Wondering which metric to choose?

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Balto

NOVEMBER 28, 2023

Introduction to Call Center Quality Management Defining Quality Management in Call Centers Call center quality management comprises the processes and practices that involve monitoring and evaluating call center agent performance for the purpose of improving it to ultimately enhance the overall customer experience.

Quality management 52

Quality management Call Center Management Contact Center 52

JustCall

MARCH 6, 2023

To be effective, feedback and coaching should be specific, timely, and delivered in a constructive and supportive manner. Call monitoring and evaluation: Regularly monitoring and evaluating agent performance can help identify areas for improvement and provide constructive feedback.

Coaching 52

Coaching Call Center Scripts Construction 52