Beyond Philosophy

AUGUST 16, 2018

Today, I present six critical questions you need to ask when implementing Customer Experience theory in your Customer Experience reality. When you begin designing the improved experience, you need to understand all the moments of your present experience. A theory is great. It gets you thinking, designing and planning.

Consulting 461

Consulting Consulting Customer Experience Customer retention 461

ShepHyken

SEPTEMBER 30, 2019

NPS, CES, CSAT: Which One is the Best Metric? GetFeedback) NPS, CES, and CSAT are customer loyalty metrics. For those that haven’t adopted one – or even all – of these CX metrics, then this is a good starting point. Here are my top five picks from last week. by Sara Staffaroni. NPS, CES and CSAT seem to be most common.

Customer Service 48

Customer Service Customer retention Metrics Consulting 48

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.

Metrics 312

Metrics Finance Surveys Consulting 312

ShepHyken

NOVEMBER 25, 2024

There’s a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. Automation can impact jobs but also presents new opportunities for meaningful work. ” “The average handle time is not a customer experience metric.

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Customer Support Average Handle Time Upselling Contact Center 230

Beyond Philosophy

MAY 8, 2019

In 2004, I presented to an insurance company in Germany about how they should be evoking the proper emotions in their customers. So, in other words, when your customers feel these, you can get blips of improvement in your “value” metrics. It was a tough audience. It was not an unfair question, but it was one for which I had no answer.

Construction 389

Construction Customer emotions Consulting Consulting 389

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Morale Benchmark Government 228

Beyond Philosophy

DECEMBER 10, 2021

Back when I was working in corporate life, I went to a presentation in London. 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. So, What Went Wrong with NPS?

Airlines 273

Airlines Metrics SaaS Accountability 273

Beyond Philosophy

FEBRUARY 6, 2019

There is a lack of focus on presenting the business case for your program. 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.

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Customer Experience Journey mapping Customer centricity Surveys 385

ShepHyken

NOVEMBER 15, 2021

Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. By evaluating relevant key performance indicators (KPIs) or call center metrics, companies can gauge how their customers perceive the support they receive from their organization. Customer Experience Metrics: The Top 5 Ranked by Dan Gingiss.

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Customer Service Metrics Call Center Customer Experience 200

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. There’s no time like the present to identify what you want the customer experience to be. Grant Cardone. Joseph Michelli, Ph.D.,

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Customer centricity Consulting Consulting Metrics 264

Beyond Philosophy

MARCH 15, 2017

In my latest book with co-author Professor Ryan Hamilton, we present seven imperatives to take one’s Customer Experience to the next level. 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.”

Average Handle Time 303

Average Handle Time Self service Consulting Consulting 303

ShepHyken

JULY 7, 2023

At the present time, Google Play and App Store both have over 4.4 This week, we feature an article by Manpreet Singh Chawla. He writes about how using mobile apps can enhance customer engagement. million apps available, which are installed on over 6.6 million smartphones globally.

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outsourcing SaaS Marketing Sales 296

Callminer

NOVEMBER 13, 2018

The LISTEN awards were presented to customer engagement analytics users whose efforts had a direct impact on improving business results for their companies. At last month’s LISTEN event, we were excited to award three customers with LISTEN Awards for their achievements in speech analytics success.

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First call resolution Analytics Sales Metrics 260

ShepHyken

JUNE 25, 2021

Better yet, present them (spoke or unspoken, as was the case with Troy) with a problem or a situation, and let them come to the conclusion themselves. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. Involve employees in the change process rather than forcing change on them.

Customer centricity 307

Customer centricity Coaching Consulting Consulting 307

Beyond Philosophy

NOVEMBER 10, 2014

At times (more in the “old days” but every now and then it happens in present times) we’ve literally have been accused of “having religion;” i.e., believing in Customer Experience (CX) without proof and asked to show the value of CX. So, the debate continues. Your existing customers are far easier to upsell.

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Customer Experience Customer retention Upselling Banking 411

Beyond Philosophy

JULY 17, 2021

We also understand that the two departments have many shared goals and metrics that measure their success. However, is one of them swallowing the other or do they both present value to the overall goal in equal parts? You’ll have to listen to know for sure. 26:38 Ryan gives his decision and summarizes the issue for us all.

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Marketing Customer Experience Consulting Consulting 273

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.

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Customer emotions Education Consulting Consulting 279

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 182

Metrics Morale Benchmark Government 182

Callminer

FEBRUARY 19, 2020

Thus, investing in the right technology and tracking the right metrics may be pivotal to this process. Rapidly multiplying customer service fronts such as social media and real-time chat present ample opportunity for growing businesses to satisfy their clients’ needs more effectively. Innovative Challenges. Technological Shifts.

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Call Center Accountability Technology Customer Support 287

Beyond Philosophy

NOVEMBER 20, 2021

However, it could also be the way the information is presented that drives them to the competition. It might even be that the way the choices are presented is making it difficult for them to choose Jeanne-Claude’s company. Here are a few key moments in the discussion. Here are a few key moments in the discussion.

Consulting 195

Consulting Consulting Metrics Surveys 195

AWS Machine Learning

SEPTEMBER 6, 2024

This post focuses on evaluating and interpreting metrics using FMEval for question answering in a generative AI application. FMEval is a comprehensive evaluation suite from Amazon SageMaker Clarify , providing standardized implementations of metrics to assess quality and responsibility. Question Answer Fact Who is Andrew R.

Best practices 82

Best practices Metrics Sales Benchmark 82

Beyond Philosophy

AUGUST 25, 2022

Change is something most people avoid because of the challenges it presents. 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. Triant thinks the industry is flooded with people that want to do what they always have, but incrementally better.

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Cloud contact Contact Center Construction Consulting 369

Beyond Philosophy

MAY 23, 2020

Sutherland says that when you worry about the same things as the competition and run the same metrics for success, you are essentially becoming the same business. Moreover, you don’t recognize it when it presents itself to you; instead, you think it’s a trick or cheating. Moreover, you can commoditize your market.

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Advertising Engineering Consulting Consulting 258

CCNG

JUNE 19, 2024

” Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. ” Undoubtedly, executives face pressures from investors and boards to present an idealized public face. Align Performance Metrics Talk reinforces culture, but incentives drive behavior.

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Fonolo

AUGUST 3, 2021

This is where organizing your contact center metrics into custom reports comes into play. The Executive Guide to Improving 6 Call Center Metrics. We’ve all suffered through dry presentations featuring data that is hard to tie to everyday actions and goals. What is a call center report? Fonolo #CallCenter Click To Tweet.

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Call Center Abandon rate Contact Center Agent burnout 142

Beyond Philosophy

OCTOBER 29, 2020

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. Another cultural signal I always like to check is where Customer Experience falls on the meeting agenda.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

CCNG

JULY 22, 2021

Augment - A successful bot is designed to support human interactions, not just replace them Guide - Bots should be able to guide both the customer and the employee, via predictive and machine learning models, to present the next best action to the customer. Deploy - Setup a launch plan and ensure your bot will perform as expected.

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CCNG Chatbots Contact Center Self service 195

CCNG

APRIL 20, 2022

Despite the benefits, spreadsheet-based systems serve as the analytics foundation in most customer contact operations, presenting serious expense, risk and functional limitations. Analysts can correlate workflow intelligence with desired outcomes such as CSAT, NPS, FCR and other vital metrics.?

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Customer Experience CCNG Gamification Analytics 195

Beyond Philosophy

NOVEMBER 25, 2021

Now, many of the “other” stats were probably pretty important, but this was one that I could understand, so it was my metric for comparison. We had several vendors that responded to our request for proposal and presented. We chose them because we trusted them—an emotional metric we hadn’t included in the matrix. .

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CRM Consulting Consulting Metrics 195

Beyond Philosophy

MAY 5, 2022

I have presented to organizations that if they make my suggested changes to their experiences, it will bring in $X revenue. Define your metrics and what you’re going to measure. Rule #1: Define your metrics and what you’re going to measure. Once you abstract the experiment, it reduces the general findings.

Metrics 195

Metrics Consulting Consulting Surveys 195

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Contact centers use a few different metrics to measure customer experience. Net Promoter Score is the most common customer satisfaction metric for contact centers. What is a Net Promoter Score?

Benchmark 142

Benchmark Contact Center Metrics Airlines 142

Beyond Philosophy

APRIL 30, 2022

After presenting to organizations the revenue gains they can expect by taking my advice, they ask, “How do we know that your changes caused the increase instead of something else?” The 5 Rules for Running Behavioral Business Experiments include: Define your metrics and what you’re going to measure.

Consulting 39

Consulting Consulting Metrics Surveys 39

CCNG

MARCH 30, 2022

Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. Next the agent starts avoiding participating in the team chat when the supervisor is present. Now the agent becomes discouraged and more distant and unengaged on the virtual floor.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

Steve DiGioia

JANUARY 6, 2020

Curious. ? Interested in why things are, why they happen, and how to improve on the present way of doing things. Next on your list is training him/her on your company’s best practices, available methods of customer contact, service metrics, and overall expectations, just to name a few.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Callminer

MAY 27, 2020

Most call centers incorporate sophisticated Interactive Voice Response (IVR) systems alongside standard phones, and monitor and analyze a slew of metrics to progressively improve service quality. Although contact centers tend to lead the pack with powerful software integrations and assistive technology, call centers have not been left behind.

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Contact Center Call Center Interactive Voice Response Self service 207

Fonolo

AUGUST 5, 2021

PowerPoint presentations. On top of regular goal setting and check-ins, keeping an eye on your agents’ metrics can help you monitor if their training is setting them up for success. Pre-recorded content offers staff the chance to tune in to webinars, videos, presentations, and working sessions at any time — no matter where they are.

Best practices 159

Best practices Call Center virtual call center Agent burnout 159

TechSee

SEPTEMBER 21, 2021

An increasing number of viewers are shifting to digital media due to the sheer array of options it presents. Cablecos that can pivot to provide better customer experiences can expect to realize 2% to 5% top-line growth, significant improvements in CSAT metrics, and up to 5% savings in operating expenses.

Advertising 41

Advertising Entertainment Self service Banking 41