Consulting How To Metrics 
ShepHyken
FEBRUARY 20, 2024
I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.
Beyond Philosophy
AUGUST 23, 2017
However, these metrics don’t work for measuring CX growth, at least not directly. Moreover, how well it works to use these is dependent on what happens after you measure the growth. We prefer to measure CX performance on a metric directly related to how well your CX is delivering on your goals.
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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.
CCNG
MAY 27, 2021
Contact Center Leaders are continually being pushed to improve processes, decrease cost, increase customer satisfaction, and improve sales or metrics. In this article, we will provide a summary of many situations where a Contact Center Consultant could provide immense value. A consultant can be a sounding board for ideas.
ShepHyken
SEPTEMBER 7, 2023
How to train new CX processes Refining your current CX processes and training your team is crucial for developing a more customer-centric team culture and building a well-oiled machine. Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities.
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. Customer Mirrors , where you walk your experience as if you were a customer, and the Emotional Signature Research, which discovers what emotions your present experience evokes, are examples on how to establish this baseline.
Beyond Philosophy
AUGUST 25, 2022
Companies that are most successful in this area, Triant says, are the ones that implement the technology to track these metrics from the get-go. But, first, decision-makers, and customer experience and brand managers should determine how to put them together. How to Build a Proactive Experience to Gain Growth and Save Costs!
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