Beyond Philosophy

SEPTEMBER 8, 2022

Patterson and her team spoke with the customer service teams, customers, and sales teams. Whatever you choose as the metric, Patterson says, it is essential to get a baseline early so, as you test things, you’ll recognize improvement. – A case study appeared first on CX Consulting. Subscribe today right here.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, call center and BPO metrics must change with them.

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

Beyond Philosophy

NOVEMBER 10, 2014

Here are some of the most comprehensive facts and figures that I’ve come across: A recent study of the Value of Customer Experience amongst two $1 billion+ businesses published in Harvard Business Review (HBR) managed to quantify the effects of good customer experience. I have a whole post that looks into this relationship in more detail.

Customer Experience 411

Customer Experience Customer retention Upselling Banking 411

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

ProProfs Blog

DECEMBER 11, 2020

There are multiple customer satisfaction metrics that your business can use to get answers to questions like “Is my customer satisfied?” Customer satisfaction metrics help you back your customer-centric mindset and identify areas (both positive and negative) responsible for leaving an impact on the overall brand experience.

Metrics 148

Metrics Abandon rate Surveys Customer effort 148

CSM Magazine

JANUARY 29, 2025

A sales funnel that prioritizes the customer isn’t just beneficialits essential. Heres how you can craft a sales funnel that puts customers at the heart of everything you do. Connect with Multiple Decision-Makers Sales is rarely a one-person game, especially in B2B environments. What does this mean for your sales funnel?

Sales 52

Sales Brand ambassadors B2B Customer centricity 52

Calabrio

FEBRUARY 27, 2025

Workforce Management 2025 Call Center Productivity Guide: Must-Have Metrics and Key Success Strategies Share Achieving maximum call center productivity is anything but simple. In theory, contact center productivity reflects the input (time, money, number of employees) required to drive desired output (resolved cases, completed sales, etc.).

Call Center 52

Call Center Metrics Gamification Contact Center 52

ShepHyken

SEPTEMBER 7, 2023

In fact, in a three-year study, companies that implemented a well-designed customer success program saw a 91% return on investment and more productive CX teams. Emphasize the importance of collecting and acting on feedback , as well as sharing results with product, sales, and marketing teams.

B2C 346

B2C Customer centricity Feedback Upselling 346

ShepHyken

JULY 7, 2023

Engagement is much higher when they receive personalized replies to their queries. Boosts your Profits and Sales You can attain higher profits and sales with higher customer satisfaction. Studies on online retailing convey that mobile app conversion rates are 2X more than mobile browser conversion rates.

outsourcing 296

outsourcing SaaS Marketing Sales 296

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. Don’t assume that your current sales process is good the way it is. Try to optimize your initial sales process as best as you possibly can.

Airlines 274

Airlines Metrics Advertising Sales 274

Integrity Solutions

MAY 12, 2020

With leaner sales organizations, your sales enablement strategy has to step up and be a valuable contributor to the organization. In many organizations, revenue has “fallen off a cliff,” as one sales leader put it, and companies are looking at where they can make cuts and recapture lost momentum.

Sales 121

Sales Coaching Metrics Technology 121

ChurnZero

NOVEMBER 11, 2022

These are just some of the findings in this year’s Customer Success Leadership Study, ChurnZero’s third annual report on the top trends and opportunities in Customer Success, presented in partnership with ESG and sponsored by Higher Logic Vanilla and involve.ai. Download your full copy of the 2022 Customer Success Leadership Study here.

SaaS 98

SaaS Metrics Best practices Benchmark 98

AWS Machine Learning

AUGUST 26, 2024

At AWS, we are transforming our seller and customer journeys by using generative artificial intelligence (AI) across the sales lifecycle. Our field organization includes customer-facing teams (account managers, solutions architects, specialists) and internal support functions (sales operations).

Sales 127

Sales Accountability Feedback Metrics 127

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. It’s also clear that the shift to a remote sales model isn’t just a temporary fix. New Sales Pipeline Strategy. By Will Milano.

Sales 123

Sales Coaching B2B Metrics 123

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

Metrics 106

Metrics Surveys Brand ambassadors Benchmark 106

TeleDirect

MARCH 13, 2025

Enhances Call Center Performance Improves key metrics such as average handle time (AHT) and customer satisfaction scores (CSAT). Use case studies and real scenarios to reinforce decision-making skills. How Training Impacts Call Center Performance Metrics 1. Reduces response times and improves problem-solving abilities.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Beyond Philosophy

JUNE 1, 2015

These programs produce positive sales increases for hotels, for example, but negative sales impact on car rental, airlines and food retail. One retailer has combined its loyalty program with a 5% point of sale discount, building volume from its highest value customers. Solve Customer and Industry Pain Points.

Airlines 210

Airlines Entertainment Consulting Consulting 210

ShepHyken

JUNE 30, 2020

Shep Hyken interviews David Priemer, founder and Chief Sales Scientist of Cerebral Selling. They discuss his book, Sell the Way You Buy: A Modern Approach to Sales That Actually Works (Even on You!) , and how a great customer experience is the best sales strategy you can implement. Experience beats virtually everything else.

Sales 37

Sales Metrics Customer Experience Customer Service 37

aircall

OCTOBER 6, 2021

One of the best strategies for increasing engagement and retention is to refine your sales onboarding process. In this article, we’ll look at effective sales onboarding and how it can fundamentally improve the new hire experience for your sales professionals. Defining Effective Sales Onboarding.

Sales 117

Sales Scripts Best practices Feedback 117

Beyond Philosophy

DECEMBER 23, 2015

Studies by Strativity, and other consulting organizations, among corporate executives have identified the financial benefits of increasing customer experience management-related resources. They are; Customer Experience and Value Optimization. CCOs, in other words, need to be able to align and innovate engagement and relationship strategies.

Chief Customer Officer 250

Chief Customer Officer Enterprise Customer centricity Consulting 250

Integrity Solutions

MAY 23, 2023

Sales prospecting is vital to the success of any sales organization. Simply learning how to find, approach and engage new customers is at the heart of being able to meet and exceed your sales goals. Why Is Sales Prospecting More Important Than Ever? What is Sales Prospecting?

Sales 91

Sales Coaching Brand ambassadors B2B 91

Hodusoft

DECEMBER 11, 2024

A study conducted by Emplifi found that almost 50 percent of American customers switched from one company to another after just one bad CX. As per a study by PwC, 73 percent of customers say CX plays a key role in their purchasing decisions. Enhanced Sales There should be no doubt that superior CX leads to enhanced sales!

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Quality Contact Solutions

FEBRUARY 17, 2022

Sales leaders are one of the most critical assets to your company. Their decisions are directly responsible for how sales reps contribute to the company’s growth or lack thereof. But what makes sales leaders great? Here are 10 qualities that great sales leaders have in common.

Sales 98

Sales Telemarketing Best practices Coaching 98

ShepHyken

NOVEMBER 23, 2018

Over and over again, speed and responsiveness show up in studies as main determinants of service satisfaction. To deliver superior service, track metrics like First and Average Response Time, and First Contact Resolution Ratio. A popular sales structure is Features- Advantages- Benefits. A useful support structure is What?

Customer Support 273

Customer Support Customer effort Self service Metrics 273

Outsource Consultants

MARCH 18, 2025

In essence, outsourcing allowed the company to scale support capacity quickly without sacrificing quality , and even improve service metrics by dedicating internal experts to the most critical tasks. These case studies show that, when executed thoughtfully, outsourcing can boost service performance while controlling costs.

Call Center 67

Call Center outsourcing First call resolution Average Handle Time 67

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 165

Customer Service Airlines Metrics Journey mapping 165

Beyond Philosophy

JULY 12, 2016

Namely, the connection between satisfaction and behavior, whether by customers or employees, has been challenged and largely refuted in study upon study. However, as one major study concluded: “Researchers have been unable to confirm a relationship between employee satisfaction and business performance.”. stock price).

Employee engagement 170

Employee engagement Consulting Consulting Metrics 170

CCNG

MARCH 30, 2022

Some sales organizations utilize email “cadences” to drive their business development efforts by utilizing a certain order of pre-programmed emails in the quest for increasing sales. Human behavior When they first told me about this, I knew from studying human behavior in contact centers for years that it would not work.

Coaching 195

Coaching CCNG Average Handle Time Contact Center 195

ShepHyken

AUGUST 29, 2016

The 5-year-old company, which has few peers in the market, is on track to do $50 million in sales this year. My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture.

Customer Service 0

Customer Service Journey mapping Contact Center Customer Care 0

Interaction Metrics

JANUARY 7, 2025

When tied to strategic goals, it can help you: Improve onboarding processes Reduce churn Increase sales Takeaway #2. Businesses can overlay real-time metrics, bridging the gap between static planning and dynamic CX optimization. At Interaction Metrics, we specialize in designing scientific surveys that go beyond the basics.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Global Response

DECEMBER 9, 2024

Enhanced call quality Some outsourcing call centers use call monitoring and AI tools to improve call quality by tracking metrics and reviewing calls regularly for agent feedback. Save money and increase sales with a brand-obsessed, people-first team that delivers a high-touch, superior customer experience every time.

outsourcing 62

outsourcing Call Center Wait times Abandon rate 62

ShepHyken

AUGUST 18, 2017

But the most prevalent of all surveys is that one at the bottom of your sales receipt, the request from Apple, Kohl’s, Nordstrom, Target and virtually all retailers to “tell us how we did.”. So last fall, two of my analysts and I set out to measure the quality of those point-of-purchase surveys ( Point-of-Purchase Survey Study ).

Surveys 205

Surveys Automotive Advertising Enterprise 205

ChurnZero

OCTOBER 10, 2024

This is pretty universal, but the new Customer Success Leadership Study found that two-thirds of CS teams’ purchasing is delayed by three months or longer. Again, the study found nearly half of CS teams didn’t grow, and 8% actually shrank. But to find yours, start working with metrics from the top down.

Finance 52

Finance Metrics Sales Accountability 52

ChurnZero

MARCH 14, 2025

According to the 2024 Customer Success Leadership Study , the number of customer success teams under the CRO jumped from 24% in 2023 to 33% in 2024. And, on the flip side, what value does customer success bring to their sales counterparts as part of the broader go-to-market team? Sales teams often operate on short-term quotas (e.g.,

Upselling 52

Upselling Sales Customer retention Consulting 52

ShepHyken

JANUARY 14, 2024

Based on this article and a Qualtrics study, this may be true, but some industries, such as consumer payment companies (Venmo and Square) and banks, have gained consumer trust. My Comment: This article starts with findings from 300 retail sales associates interviewed for the Voice of Retail Sales Associate report.

Customer Service 153

Customer Service Best practices Metrics Banking 153