Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

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Metrics Engineering Consulting Consulting 371

Beyond Philosophy

OCTOBER 29, 2020

I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. If you always do customer metrics last, it sends a subtle message to everyone in attendance that it is not that essential to the organization or not as critical as all the other items on the list. Which leads me to….

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Beyond Philosophy

APRIL 20, 2016

Most organizations that have already accepted that the Customer Experience is the competitive differentiator have adopted the Net Promoter Score (NPS) as the metric by which they measure their success. However, the NPS score as a metric has plateaued for many organizations. The NPS is a great metric, but it is limited.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

MARCH 15, 2017

Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.” Register now for Beyond Philosophy’s Customer Experience Essentials training course. Astonishing BIG Gains from Little Changes!

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

ShepHyken

NOVEMBER 20, 2020

Allow employees to have some room for creative solutions without consulting the leader or manual on everything. Here are some great examples: Shepard virtual training course. NPS is a customer satisfaction metric that can help you evaluate the quality of your service. Empower Employees to be Creative Problem Solvers.

Customer Service 375

Customer Service Chatbots Education Feedback 375

Beyond Philosophy

JUNE 19, 2017

Five years ago, incentives were also tied to customer-related metrics like on-time arrivals, lost baggage claims and traveler complaints. Of course, you also need to earn profits, otherwise you couldn’t keep operating. The airlines are taking a completely retrograde approach that is going to hurt them in the long run. Terrible Service!

Airlines 324

Airlines Consulting Consulting Customer Experience 324

Beyond Philosophy

AUGUST 30, 2018

How likely they are to tell their friends and family about you is measured by the Net Promoter Score (NPS), a common metric used by organizations to evaluate their performance in Customer Experience. You would interpret that as a fantastic surprise—until you died of dehydration, of course.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. If she doesn’t live the core values, why should you? Talk is cheap.

Customer centricity 305

Customer centricity Coaching Consulting Consulting 305

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

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SaaS Metrics Surveys Enterprise 98

ShepHyken

OCTOBER 26, 2021

Shep Hyken interviews Dan Balcauski, founder and principal consultant for Product Tranquility , where he focuses on helping high-volume B2B SaaS CEOs define pricing and packaging for new products. He is a TopTal certified Top 3% Product Management Professional and also helps to teach Kellogg Executive Education course on Product Strategy.

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SaaS B2B Consulting Consulting 201

Beyond Philosophy

AUGUST 31, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. With this information and the specific actions you prescribe to get the experience back on course, the team will have what they need to be successful—which also has an excellent result for your employee satisfaction.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. @JourneyPure. Adrian Travis. rizereviews.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. The Earned Growth Rate.

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. Customer Journey Management and Lifecycle Strategic Consultation. They are; Customer Experience and Value Optimization.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Beyond Philosophy

APRIL 23, 2022

Of course you haven’t! This week we consult Peter about his business-to-business (B2B) customers that push back on price. The Financial Times selected Beyond Philosophy as one of the best management consultancies for the last four years in a row. appeared first on CX Consulting.

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Consulting Consulting B2B Metrics 39

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Steve DiGioia

DECEMBER 5, 2016

Metrics are designed to focus on what the organization wants to achieve. Metrics that focus on customer satisfaction/loyalty, and have a real impact on compensation or advancement, are also essential. As for me, I think the cause is that as organizations get larger, senior leaders have more stakeholders to answer to. Grant Cardone.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

Call Center Weekly

FEBRUARY 22, 2018

G reat Experience- I get excited, when in the course of assisting a customer, the agent transitions to the next step in the customer's journey. I mproved KPI's/Metrics- In almost every instance, a well trained, knowledgeable agent, will have a positive impact on metrics. Connect with me on LinkedIn and Twitter.

Customer Service 212

Customer Service Government Contact Center Metrics 212

GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. A great customer experience (CX) , of course. . Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Which loyalty metric is the best? .

Metrics 111

Metrics Surveys Feedback Customer effort 111

Taylor Reach Group

MARCH 22, 2019

Service level is one of the most common metrics employed at call and contact centers to define how the center is performing. Now of course by definition, if we’re answering 80% of the calls within 20 seconds, we’re not answering 20% of the calls within that time period. By Colin Taylor.

Service level 85

Service level Metrics Average Handle Time Consulting 85

Callminer

AUGUST 1, 2017

Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

AWS Machine Learning

NOVEMBER 15, 2024

For automatic model evaluation jobs, you can either use built-in datasets across three predefined metrics (accuracy, robustness, toxicity) or bring your own datasets. Regular evaluations allow you to adjust and steer the AI’s behavior based on feedback and performance metrics.

APIs 107

APIs Government Best practices Metrics 107

Beyond Philosophy

DECEMBER 8, 2022

The wealthy person will appreciate it, of course, but the poor person will feel the effects of an extra $100 more than the wealthy one. Things improve, of course, like the players have steam coming out of their mouths when they play in winter and other details in later versions, but nothing like the enormous gains from Atari’s Football.

Consulting 195

Consulting Consulting Metrics Personalization 195

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

Beyond Philosophy

JUNE 1, 2015

In 2010, Southwest Airlines revamped its loyalty program to make rewards more proportional to ticket price; and this has better targeted the most profitable customers as well as enabled the airline to adopt a loyalty behavior metric that is closely tied to actual revenue generation. Michael Lowenstein, Ph.D.,

Airlines 210

Airlines Entertainment Consulting Consulting 210

Taylor Reach Group

MAY 19, 2021

As a consultant I have learned to say it depends!! Certain KPIs, such as First Contact Resolution, are meaningful both in absolute and directional metrics. By directional metric, I am referring to a metric that can tell us if the performance has moved and in which direction (is the performance improving or deteriorating?).

CRM 169

CRM Metrics Consulting Consulting 169

CSM Magazine

NOVEMBER 27, 2024

And for online platforms – from e-commerce and social media consulting to online gambling and streaming – exceptional customer service is arguably even more important not only for attracting but also for retaining customers who, with one click, could switch to a competitor.

Customer Service 52

Customer Service Self service Metrics Chatbots 52

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Of course not.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

Beyond Philosophy

APRIL 3, 2016

Edwards Deming believed that satisfaction was an ineffective metric for truly understanding the effect of expectations on customer actions. And, of course, those with neutral to negative problem resolution were clearly at risk. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

Edwards Deming believed that satisfaction was an ineffective metric for truly understanding the effect of expectations on customer actions. And, of course, those with neutral to negative problem resolution were clearly at risk. appeared first on Beyond Philosophy | CX Consultants | Customer Experience.

B2C 231

B2C Banking B2B Consulting 231

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 94

SaaS Metrics Customer retention Construction 94

Beyond Philosophy

OCTOBER 25, 2019

As a consultant for these brands, he gets an insider position that allows him to collaborate and share their story to others. They measure the feeling of belonging in their metrics, and they reward hosts who are successful at it. appeared first on Customer Experience Consulting. As a result, Airbnb nurtures hosts.

Consulting 261

Consulting Consulting Technology Personalization 261

Lumoa

OCTOBER 30, 2017

Most of them measure customer experience with some widely used metric – most commonly Net Promoter Score. Many of these companies are suffering from a disease I have diagnosed as the metric anxiety. Do you suffer from metric anxiety? Metric anxiety is an easy disease to diagnose. Learn about the metric that we use.

Metrics 76

Metrics Customer Experience B2C B2B 76

Taylor Reach Group

AUGUST 13, 2020

This relationship includes all the typical and applicable metrics and related rewards and/or penalties. Of course, the first step in order to reach such, is taking a snap shot of your operation through some form of strategic assessment and looking at possible improvements. “ You want respect? We get no respect ”.

Contact Center 150

Contact Center Best practices Consulting Consulting 150

Beyond Philosophy

NOVEMBER 28, 2017

Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. Beyond Philosophy provide consulting, specialised research & training from our Global Headquarters in Tampa, Florida, USA.

B2C 207

B2C Banking B2B Customer advocacy 207

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

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SaaS Metrics Accountability Technical Support 98