ShepHyken

JULY 11, 2022

Time to Emphasise Real-Time CX Metrics by Ginger Conlon. In other words, It’s essential to understand the “why” behind the metric. My Comment: Here’s another excellent article on CX metrics. Here’s a question (and an answer): What metrics should we use to gauge success? That’s marketing and CX. I’m not sure why.

Customer Service 62

Customer Service Average Handle Time Metrics Analytics 62

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Metrics 52

Metrics Surveys Feedback Analytics 52

ShepHyken

DECEMBER 16, 2024

The Customer Experience Paradox – and How to Overcome It by MARKETING-INTERACTIVE (MARKETING-INTERACTIVE) As consumers tighten their spending after poor experiences, brands face mounting pressure to prioritise CX or risk losing market share. My Comment: A new metric? They arent wooed away by a better price or deal.

Customer Service 156

Customer Service Contact Center Metrics Consulting 156

Beyond Philosophy

AUGUST 15, 2019

Every marketer should measure their performance in Customer Experience to understand what drives value for customers. . With 11 books on marketing and Customer Experience, our guest Don Peppers , bestselling author, blogger, business strategist, and acclaimed keynote speaker, joins us to share his wisdom on the subject.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

MARCH 24, 2021

What’s the best metric? When you ask marketing and customer service experts what they monitor, you’ll likely hear about similar satisfaction or happiness measurements. Okay, maybe not that exciting, but how about very important? You know it is! Business management guru Peter Drucker said, “You can’t manage what you don’t measure.”.

Metrics 394

Metrics Feedback Sales Customer Service 394

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Journey mapping 345

Journey mapping Telecommunications Metrics Sales 345

ShepHyken

JANUARY 15, 2021

Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing. Measure Customer Satisfaction Using Quantitative Metrics. And effective monitoring is integral to this.

Customer Experience 350

Customer Experience Metrics Customer retention Analytics 350

Beyond Philosophy

MAY 28, 2020

Sutherland has done several TED talks and writes for the spectator market leader Impact and also Wired. 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. A marketing thinker would say, “this thing isn’t selling.

Metrics 371

Metrics Engineering Consulting Consulting 371

ShepHyken

MARCH 30, 2025

My Comment: And speaking of CX metrics and feedback, heres an excellent article about consumer feedback. This shows how important great experiences are in this market. However, truly enhancing the customer service experience requires businesses to remain attuned to their customers’ desires, feelings, and areas for improvement.

Customer Service 174

Customer Service Feedback Surveys Customer Experience 174

ShepHyken

SEPTEMBER 15, 2023

This week, we feature an article by Maria Fintanidou, a copywriter for Moosend , an email marketing automation software. She writes about using email marketing to improve customer service and experience throughout the entire customer journey. It’s all about your email marketing revolving around your subscribers’ needs.

Marketing 158

Marketing Customer Experience Entertainment Customer centricity 158

ShepHyken

APRIL 2, 2021

But as is the case with other organizations, customer service has its fair share of myths about what customers want, which metrics to track, and how to perform the responsibilities of a front-line agent. Misconception #3: Speed is the most important customer service metric. Misconception #1: Every angry customer just wants a discount.

Customer Service 293

Customer Service Self service Metrics Average Handle Time 293

TeleDirect

DECEMBER 25, 2024

Increased opportunities to expand into global markets. Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Q: What metrics are used to measure the success of a 24/7 call center? A 24/7 call center ensures: Seamless support for customers worldwide.

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

C3Centricity

APRIL 23, 2024

As we all know and, unfortunately, have probably also experienced, every dollar in our marketing expenditure must be justified, and we have to prove our marketing ROI or risk budget cuts! Marketing Budget Allocation Gartner’s most recent (2023) CMO Spend Survey reported that marketing budgets fell from 9.5%

Marketing 118

Marketing Advertising B2B Analytics 118

ShepHyken

MAY 3, 2021

Managing Your Marketing: 5 Tips to Reduce Risk of Failure by Angela Hausman, PhD. My Comment: Here’s an expression that is several years old, but still has relevance: Customer experience is the new marketing. This is as much a customer service and CX article as it is a marketing article. Great insights into creating a better CX.

Customer Service 286

Customer Service Entertainment Banking Marketing 286

C3Centricity

APRIL 9, 2024

As has been claimed for decades, there are differences between B2C marketing strategies and those of business-to-business (B2B). As companies strive to navigate the complexities of their respective markets, the learnings one can gain from examining the nuances of both B2B and B2C marketing become self-evident.

B2C 118

B2C B2B Marketing Accountability 118

AWS Machine Learning

NOVEMBER 26, 2024

Datadog is excited to launch its Neuron integration , which pulls metrics collected by the Neuron SDK’s Neuron Monitor tool into Datadog, enabling you to track the performance of your Trainium and Inferentia based instances. If you don’t already have a Datadog account, you can sign up for a free 14-day trial today.

Metrics 100

Metrics Engineering Sales Marketing 100

TeleDirect

JANUARY 15, 2025

Outbound Call Centers: Focus on business-driven communication , including sales, marketing, and follow-ups. Competitive Market: Empathy differentiates businesses in a crowded market, making them more appealing to customers. Empathy helps agents connect with prospects by understanding their needs and offering tailored solutions.

Call Center 126

Call Center Customer Service Healthcare CRM 126

ShepHyken

AUGUST 30, 2019

While many marketers look at metrics like conversion rates, net profit per sale, average value of a lead, and average customer order, they often overlook their customer lifetime value. By working to increase your customer lifetime value, you can afford to spend more on advertising, out-market competitors, and increase company profits.

Airlines 274

Airlines Metrics Advertising Sales 274

ShepHyken

SEPTEMBER 7, 2023

This week, we feature an article by Devin Pickell, Growth Marketing practitioner and head publisher of Do I Need SEO. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams. Integrations can be a dealbreaker for some organizations.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

DECEMBER 10, 2021

Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. Moreover, with Net Promoter’s robust feedback, you know better what companies will succeed in the market. He says that the financial metrics most companies use for valuations point you toward the wrong investments.

Airlines 273

Airlines Metrics SaaS Accountability 273

CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

ShepHyken

JUNE 18, 2019

Most metrics only look at recommendation potential and satisfaction instead of examining customers’ motivation. Listen to the speed of change of the market and keep up.” – Mary Drumond. Everyone is subject to the speed of change in the market. What is content marketing? How has content marketing changed?

Feedback 274

Feedback Surveys Marketing Metrics 274

ShepHyken

OCTOBER 22, 2021

Grey Idol is the marketing director at altLine by the Southern Bank, a trusted provider of invoice factoring and accounts receivable financing. Measure the metrics and look closely at the relationship between your return on investment and your customer experiences.

Customer Experience 377

Customer Experience Management Finance Banking 377

ShepHyken

JULY 7, 2023

Because of the mobile apps, you will always know about the marketing updates you are sending out and whether the target audiences will receive them. Enhanced Customer Loyalty and Recognition The foremost thing about mobile apps is that it empowers business owners to increase the awareness of their brand.

outsourcing 296

outsourcing SaaS Marketing Sales 296

ShepHyken

MAY 31, 2021

(Ad Age) Here are 5 tips for marketing organizations looking to maximize their Discovery Commerce opportunity from Aubrie Richey, VP of media for TechStyle Fashion Group that brought us brands like Fabletics and Savage X Fenty. When someone says, “Our policy does not allow me to…” I’m sure you’ll have a few to add to his list.

Customer Service 339

Customer Service Chatbots Customer effort Scripts 339

CSM Magazine

NOVEMBER 26, 2024

By adding NICE’s market-leading capabilities to our portfolio, we’re creating unparalleled opportunities for our clients to succeed. About Cirrus Cirrus is a leading UK provider of contact centre solutions, delivering reliable, innovative, and customer-centric technologies tailored to the SME market.

Marketing 52

Marketing Customer centricity Self service CRM 52

ShepHyken

NOVEMBER 15, 2021

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. CustomerThink) One of the most effective ways to stand from your competition in today’s competitive market is to provide stellar customer service. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss. This is the way.

Customer Service 191

Customer Service Metrics Call Center Customer Experience 191

ShepHyken

NOVEMBER 22, 2019

They also look into tools that can help gather useful analytics and track metrics. With marketing and advertising to attract new customers being one of the biggest challenges facing small businesses today , it’s more important than ever to retain existing customers by delivering exceptional customer service.

Customer Support 367

Customer Support Multi-channel support voip Benchmark 367

ShepHyken

MARCH 17, 2020

Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company. When asking for customer feedback, model your approach off of NPS and Enterprise Rent-A-Car’s original Service Quality Index: ask a single question with a simple metric, then an open-ended follow-up question (“why?”)

Feedback 282

Feedback Enterprise Metrics Marketing 282

Interaction Metrics

JANUARY 31, 2025

Winner: Interaction Metrics Interaction Metrics took the top spot in the list, but for good reason: It’s the only company on the list that provides 100% scientific, done-for-you customer satisfaction surveys with transparent online pricing. Interaction Metrics company handles everything from start to finish.

Surveys 62

Surveys Metrics Benchmark Consulting 62