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 Metrics Telecommunications Sales 345

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. Combating Common Customer Service Misconceptions.

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Customer Service Metrics Self service Average Handle Time 306

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 364

Customer Experience Metrics Customer retention Analytics 364

ShepHyken

MARCH 24, 2021

What’s the best metric? But in the end, knowing what percentage of customers come back, how often they come back, and how much they buy when they do come back, is a metric to pay close attention to. Okay, maybe not that exciting, but how about very important? You know it is! So, what should we be measuring?

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Metrics Feedback Sales Customer Service 404

ShepHyken

SEPTEMBER 6, 2021

CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience. My Comment: One of the metrics I like in business is the Customer Effort Score, which measures the ease in doing business with a company, usually tied to their customer support.

Customer Service 71

Customer Service Best practices Metrics Customer effort 71

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. Observational data is useful to your Customer Experience Metrics.

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Metrics Finance Surveys Consulting 312

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.

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First call resolution Analytics Metrics Call Center 291

ShepHyken

DECEMBER 3, 2021

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. Every employee pledged by signing a commitment letter promising to own and apply the rules throughout their day. . Closing the Operational Gap.

Customer Experience 374

Customer Experience Transportation Feedback Metrics 374

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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Beyond Philosophy

FEBRUARY 10, 2022

For example, North Star Metrics should matter the most, and others would fall under that. Then, each unit can measure metrics from their efforts at those inputs. Stuart also suggests prioritizing the organization’s key performance indicators (KPI). Also, each business unit should measure its progress and collect data.

Customer Experience 416

Customer Experience Consulting Consulting Metrics 416

ShepHyken

AUGUST 25, 2021

I’d like to add one more to the many metrics, which is how many times you make the customer tell the story. In the customer service and support world, there are many ways that companies measure success. There’s average handle time (how long it takes to take care of the customer), average hold time, one-call resolution, and more.

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Average Handle Time Metrics Customer Support Customer Service 405

Beyond Philosophy

DECEMBER 10, 2021

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. His new metric concept is called Earned Growth Rate. Several industries use this metric already.

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. The metrics you choose should line up with your actions and the goals you are trying to meet.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

OCTOBER 23, 2023

This goes beyond mere metrics and focuses on the holistic changes people experience. By shifting focus from just one metric (e.g., By shifting focus from just one metric to a holistic approach, companies can create more meaningful and impactful experiences.

Banking 227

Banking Metrics Customer Service 227

Beyond Philosophy

MAY 17, 2024

However, challenges such as siloed AI implementations and focusing on rational data in quality assurance metrics hinder progress in this area. The need to focus on emotional aspects of customer interactions and incorporate emotional metrics into quality assurance practices.

Customer centricity 221

Customer centricity Call Center Metrics Quality management 221

ShepHyken

MAY 13, 2024

The Key Metric to Customer Retention by Jess Pingrey Many metrics go into analyzing customer retention rates, and churn rate is crucial to understanding why customers stop using your product or service or stay with you long-term. My Comment: I enjoy articles on customer service metrics. What Is Churn Rate?

Customer Service 203

Customer Service Customer retention Metrics Advertising 203

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.

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Management Average Handle Time CCNG Contact Center 195

ShepHyken

JUNE 2, 2024

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. This is “the difference between what consumers are willing to pay for a product or service and its price.”

Customer Service 220

Customer Service Chatbots Metrics Consulting 220

Beyond Philosophy

JANUARY 23, 2020

You must focus on how your programs are affecting critical metrics in the organization. This effort might require some sales skills to leadership(i.e., presenting it in terms that show what’s in it for them) and soft-skills training for the team. . In other words, you need to ensure you measure your results. .

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Consulting Consulting Customer Experience Metrics 444

Beyond Philosophy

NOVEMBER 11, 2021

Eliminate metrics for your call center, like average call handling time. A metric like that encourages your people to get customers off the phone. Remember that you have two ears and one mouth, and you should use them in that ratio. . Moreover, it would be best to allow your people the time to listen.

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Consulting Consulting Call Center Metrics 383

Beyond Philosophy

MARCH 19, 2019

High-level management love metrics. I have always had my issues with NPS, which is a metric that gives a score to organizations based on responses to the question “How likely are you to recommend us to friends and family?” Bell has a few ideas for this: Prove to senior management it works.

Customer centricity 337

Customer centricity Customer retention Consulting Consulting 337

ShepHyken

DECEMBER 9, 2024

The number of customers who do not tell anyone about their experience has increased by over 6% Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Quotes: “The overall quality of customer experiences has improved. What’s changing is customer expectations.

Feedback 193

Feedback Airlines Best practices Surveys 193

CX Accelerator

NOVEMBER 7, 2023

Marc Zaragozas , encouraging us not to lose sight of our customers amid all of the metrics adds: 33) if they prioritize internal processes and metrics over customer satisfaction and needs. Rod Mitchell , resetting one of our greatest priorities says: 22) fail to put the employee first. 28) can’t be empathetic.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

ShepHyken

MAY 31, 2021

CMSWire) The Customer Effort Score (CES) is seen as a business-critical metric that is a key indicator of customer loyalty and directly correlates to whether a customer will continue to do business with a brand. 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 353

Customer Service Chatbots Customer effort Scripts 353

ShepHyken

OCTOBER 22, 2021

Measure the metrics and look closely at the relationship between your return on investment and your customer experiences. Adopt an incremental improvement approach to create better results and more satisfied customers with each process iteration.

Customer Experience 390

Customer Experience Management Finance Banking 390

ShepHyken

NOVEMBER 25, 2024

” “The average handle time is not a customer experience metric. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service.” AHT, while useful for understanding staffing needs and how long calls take, isn’t the best measure of customer experience.

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Customer Support Average Handle Time Upselling Contact Center 234

Callminer

AUGUST 20, 2024

Read this blog to learn about the factors that drive outbound call center excellence: agent performance, metric tracking and analysis, and prioritization of customer experience.

Call Center 182

Call Center Metrics Customer Experience 182

Callminer

AUGUST 6, 2024

This blog explores how AI analytics has improved call centers beyond its basic functions, empowering them to drill down important metrics, review conversations, and better understand customers.

Call Center 182

Call Center Analytics Metrics 182

ShepHyken

MARCH 17, 2020

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?”) and finally, follow up on the feedback you receive.

Feedback 287

Feedback Enterprise Metrics Marketing 287

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Less than one percent of data held by organizations relates to the way a customer feels. At the low end is the destroying cluster—negative emotions like frustration, anger and feeling neglected.

Airlines 345

Airlines Customer emotions Accountability Consulting 345