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.

Metrics 371

Metrics Engineering Consulting Consulting 371

Beyond Philosophy

AUGUST 15, 2019

The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Metrics 64

Metrics Feedback Analytics Scripts 64

Beyond Philosophy

FEBRUARY 6, 2019

For example, I was talking to people that were newly appointed Customer Experience representatives for their companies. The metrics you choose should line up with your actions and the goals you are trying to meet. However, fixing problems is an example of small stuff. Making a Business Case for CX Must Be a Priority.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

NOVEMBER 11, 2021

For example, when I hear, “We’re experiencing an unexpectedly high volume of calls at the moment, but your call is very important to us,” I feel frustrated. ” What you are reading thus far is an example of a complaint. I have a recent example that shows you what I mean. Empower your people.

Consulting 383

Consulting Consulting Call Center Metrics 383

ShepHyken

DECEMBER 3, 2021

For example, employee turnover dropped more than 100 percent quarter over quarter and we are continuing that impressive trend. . Ensuring accountability to the metrics that matter most to our customers is something that has been institutionalized across the organization as the company scaled up over the past three years.

Customer Experience 370

Customer Experience Transportation Feedback Metrics 370

ShepHyken

DECEMBER 31, 2024

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. For example, question 17 is What is the biggest CX crime you have witnessed? Consistency.

Customer Experience 241

Customer Experience Coaching Metrics Customer Support 241

ShepHyken

NOVEMBER 15, 2021

The company has built one of the best examples of a customer service organization I’ve seen. My Comment: I love great examples of customer service, and this is exactly that. Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. These metrics will definitely capture their attention.

Customer Service 200

Customer Service Metrics Call Center Customer Experience 200

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. For example, indifference toward Customer Experience puts me in mind of utilities, like the water company.

Brand ambassadors 185

Brand ambassadors Customer emotions Customer Experience Consulting 185

ShepHyken

NOVEMBER 22, 2019

Online retailer Zappos is a great example. For example, when a customer is making an inquiry about a specific product that is unavailable, an expert customer support representative will do more than just tell the customer it’s unavailable. They also look into tools that can help gather useful analytics and track metrics.

Customer Support 377

Customer Support Multi-channel support voip Benchmark 377

Beyond Philosophy

JUNE 27, 2019

For example, you may have felt frustrated by a complicated process for creating an account, or irritated because you couldn’t find basic information such as size charts or a returns policy. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics.

Airlines 345

Airlines Customer emotions Accountability Consulting 345

Beyond Philosophy

NOVEMBER 9, 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.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

Callminer

MARCH 2, 2020

Improving a major metric like first call resolution involves carefully keeping track of it and various others to accurately inform your decisions. Once you begin accurately tracking this metric, you can take measured steps towards raising it using the rest of the ideas in this article. Tracking Ideas. Track Customer Satisfaction.

First call resolution 291

First call resolution Analytics Metrics Call Center 291

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. High-level management love metrics. Her reaction? You guessed it, surprise and delight.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. For example, Bain and Company, where Reichheld worked when inventing the concept, was the first to adopt it. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

ShepHyken

NOVEMBER 20, 2020

Here are some great examples: Shepard virtual training course. For example, if you’re using a popular website platform like WordPress, install a WordPress chatbot. NPS is a customer satisfaction metric that can help you evaluate the quality of your service. But this requires your team to have appropriate knowledge and expertise.

Customer Service 382

Customer Service Chatbots Education Feedback 382

delighted

SEPTEMBER 6, 2024

Brand awareness surveys Brand awareness is a metric that measures how well consumers recognize your brand: from your logo, imagery, or overall brand reputation. For example, if you want to understand how Gen Z perceives your brand, you should target Gen Z participants for your study.

Surveys 98

Surveys Marketing Metrics Customer Experience 98

Beyond Philosophy

JANUARY 23, 2020

You must focus on how your programs are affecting critical metrics in the organization. For example, Disney wanted to improve the food offerings in the park, so they asked their guests what food options they would like to see. This effort might require some sales skills to leadership(i.e.,

Consulting 444

Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

DECEMBER 6, 2019

We shared some examples of some of the indicators of whether a company is customer-centric or not customer-centric on a recent podcast. For example, often, the call center environment has a measure called “Average Call-Handling Time.” Natural companies are the opposite; they are “naturally” focused on the customer.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

JULY 13, 2023

For example, a large telecom company designed an AI system to identify customer churn. For example, if you were working in machine learning, you must tell the AI that a tomato is red, round, and has a green stem. Social media Data support Ticket data Customer satisfaction metrics. Now let me take a step back.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JUNE 25, 2021

She writes about how leaders can lead by example and model the change that they wish to see from their employees. It’s important that executives lead by example and model the change that they wish to see from their employees; if they don’t live the change, why should employees?! How do leaders drive (lasting) change? .

Customer centricity 307

Customer centricity Coaching Consulting Consulting 307

ShepHyken

JUNE 2, 2024

Not only does the author share ideas, but also includes examples from very recognizable brands. My Comment: This article starts with a nod to NPS and the success of companies using this metric to measure customer satisfaction. One of the authors came up with another metric, Customer Surplus Value (CSV), to complement NPS.

Customer Service 216

Customer Service Chatbots Metrics Consulting 216

CX Global Media

FEBRUARY 6, 2019

Not efficiency metrics or channels to be managed. For example, if I ordered a meal and I want to change that meal when I’m on the way to pick it up, I want to be able to use SMS or text right now. For example, if somebody wants to return an item, do you just help them return? Not efficiency metrics to be managed.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Beyond Philosophy

MAY 8, 2019

So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. 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.

Construction 389

Construction Customer emotions Consulting Consulting 389

Beyond Philosophy

NOVEMBER 27, 2020

While there have been improvements in common metrics this year, the movements have not been significant. For example, you think differently about yourself when you buy a Jaguar vs. a Chevrolet. For example, I felt silly with the credit card on my head. These projects came with a collective price tag of around $900 billion.

Consulting 376

Consulting Consulting Customer Experience Call Center 376

ShepHyken

JULY 1, 2019

This author makes the point with the example of Grab, a digital disrupter to the taxi business in Malaysia (and surrounding countries) that is similar to Uber and Lyft. Focusing on metrics, training and AI is this author’s formula for delivering a better experience that gets makes customers want to come back for more.

Journey mapping 316

Journey mapping Customer Service B2C Big data 316

Beyond Philosophy

OCTOBER 27, 2022

For example, if someone moved to Sarasota and wanted my advice about a cable company, I would tell them to choose one over the other. With the Evaluability Heuristic, we view a complex decision and make it simpler by using a metric that is easy to evaluate. I have an example from my customer behavior.

Customer centricity 39

Customer centricity Metrics Customer emotions Consulting 39

Beyond Philosophy

AUGUST 25, 2022

For example, it is a good idea to know your customers’ channel preferences, meaning email, text, etc. 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. Eventually, the idea ends up being a great idea stuck on the back burner.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

CX Accelerator

JANUARY 7, 2019

A couple prime examples include long division and driving a stick-shift. Let’s look at an example where we see NLP at work in the CX. Here’s an example from the text analytics world. I’m not known for being quick on the uptake by those closest to me. Machine Learning The second important concept in this mix is Machine Learning.

Chatbots 275

Chatbots Contact Center Technology Analytics 275

Beyond Philosophy

JUNE 19, 2017

At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. Five years ago, incentives were also tied to customer-related metrics like on-time arrivals, lost baggage claims and traveler complaints.

Airlines 324

Airlines Consulting Consulting Customer Experience 324

Beyond Philosophy

MAY 31, 2019

If you don’t, you may be managing the wrong metrics in your Customer Experience. For example, when I am talking about Discount Tackle, I remember that the store has what I need and could help me find it if I couldn’t find it myself. To give you some examples, they could be: An experience they had with you two weeks ago.

Scripts 382

Scripts Customer Experience Consulting Consulting 382

Beyond Philosophy

JULY 12, 2018

For example, I often share the story about having salads at theme parks. For example, let’s say more people bought the object for $15 when it was blue than when it was red. An example of triangulation would be to ask your customers a series of hypotheticals, but then also use surveys and analyze past behavior.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

Beyond Philosophy

JULY 17, 2017

For example, there’s a ceremony where customers place a heart inside their new stuffed animal. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. Then she said that the goal is to engage customers so they build an emotional bond with the brand.

Technology 331

Technology Consulting Consulting Customer emotions 331

CCNG

NOVEMBER 2, 2022

Many Contact Centers use metrics of averages to base decisions, i.e.: Average handle time (AHT) Average cost-per-contact (ACC) Customer Satisfaction (CSAT) Averages have their place in management decision-making, but they cannot be overly relied upon. Framed in this manner averages can be useful for long-term planning.

Management 195

Management Average Handle Time CCNG Contact Center 195