Beyond Philosophy

SEPTEMBER 8, 2022

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. In the measurement phase, implementation teams establish what they consider an improvement. Subscribe today right here.

Customer Experience 243

Customer Experience Consulting Consulting Customer retention 243

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

Beyond Philosophy

SEPTEMBER 15, 2015

It has become a standard metric used to determine if your Customer Service and Experience improvements are effective. In their 15th annual Net Promoter Benchmark Study, he gave a great presentation of some really interesting stats on NPS. the higher the score, the greater the likelihood they will recommend).

Banking 383

Banking Telecommunications Consulting Consulting 383

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

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

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. Revenue per Agent: This metric measures the revenue generated by each agent. For many leaders, it might often feel like a high-wire act.

Call Center 52

Call Center Metrics Gamification Contact Center 52

ShepHyken

APRIL 6, 2018

Randomized experience assessment studies help reach out to customers during their buying journey to understand their thought process. The Net Promoter Score is a metric that measures the average likelihood for a customer to refer your business to their friend or family. NPS tracking.

Customer Experience 296

Customer Experience Metrics Marketing Surveys 296

VirtualPBX

NOVEMBER 8, 2023

In this blog, we are excited to present three compelling case studies that vividly illustrate how VirtualPBX has significantly elevated the performance of these businesses, making them more efficient and customer-centric. Enhancing Connectivity for a Flooring Manufacturer Company: Great Wall & Floors Inc.

Healthcare 98

Healthcare APIs Customer centricity Accountability 98

AWS Machine Learning

FEBRUARY 12, 2025

This approach allows organizations to assess their AI models effectiveness using pre-defined metrics, making sure that the technology aligns with their specific needs and objectives. referenceResponse (used for specific metrics with ground truth) : This key contains the ground truth or correct response.

Metrics 96

Metrics Engineering APIs Benchmark 96

CX Global Media

AUGUST 1, 2019

Recently one of our BPO customers did a case study. They did a case study and they looked at the performance and sort of their agent productivity, with the amplifAI platform and without. Jim Rembach : Now, you and I know that focusing in on just those metrics and managing those metrics is not where performance and change comes from.

Contact Center 229

Contact Center Coaching Average Handle Time Metrics 229

AWS Machine Learning

MARCH 14, 2025

Although automated metrics are fast and cost-effective, they can only evaluate the correctness of an AI response, without capturing other evaluation dimensions or providing explanations of why an answer is problematic. Human evaluation, although thorough, is time-consuming and expensive at scale.

Metrics 82

Metrics Best practices Engineering APIs 82

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. Companies that are able to meet these expectations will be able to retain more customers and increase satisfaction, which can ultimately lead to more revenue growth.

B2C 346

B2C Customer centricity Feedback Upselling 346

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

ShepHyken

JULY 7, 2023

The buying experience of your target audience can also be influenced by your mobile app design , such as the use of area-sensitive push notifications that will nudge customers in proximity to the physical store. Increased Conversion Rate In marketing, one of the golden metrics is the conversion rate.

outsourcing 296

outsourcing SaaS Marketing Sales 296

Beyond Philosophy

JULY 17, 2017

At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. Case Study: Enhance Your CX with This Technology. Build-A-Bear knows you can buy a stuffed animal anywhere, but people go to their stores (and pay more) because of the emotional experience.

Technology 331

Technology Consulting Consulting Customer emotions 331

AWS Machine Learning

MARCH 11, 2025

How do Amazon Nova Micro and Amazon Nova Lite perform against GPT-4o mini in these same metrics? Vector database FloTorch selected Amazon OpenSearch Service as a vector database for its high-performance metrics. FloTorchs evaluation focused on three critical factorslatency, accuracy, and costacross five diverse topics.

Benchmark 98

Benchmark APIs Enterprise Scripts 98

Nicereply

JANUARY 23, 2023

There are so many different CX metrics you could track. Studies show that focusing on creating a great customer experience reduces customer churn, creates l oyal customers , and increases customer engagement. That’s exactly what NPS , CES , and CSAT metrics do. Measuring your customer experience (CX) can feel complicated.

Metrics 98

Metrics Customer effort Surveys Feedback 98

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. This week we feature an article by Lukas Sitar who writes about growing and sustaining customer lifetime value for the entire customer cycle.

Airlines 274

Airlines Metrics Advertising Sales 274

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. To keep the study simple, one email was sent to each company containing two simple questions: Do you have a phone number I can call you on?

Customer Service 223

Customer Service Technical Support Benchmark Best practices 223

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

AWS Machine Learning

SEPTEMBER 26, 2024

The integration with Amazon Managed Service for Prometheus makes it possible to export of metrics related to your HyperPod cluster resources, providing insights into their performance, utilization, and health. The following screenshot shows a Grafana dashboard.

Scripts 119

Scripts APIs Metrics Management 119

ShepHyken

JUNE 23, 2020

Shep Hyken interviews Martha Brooke , founder of Interaction Metrics. There are generally four good reasons and ways to use surveys to collect customer feedback: Tracking studies utilize data from surveys to help both parties manage their relationship. The Future of Customer Feedback. Customers love to be heard.”.

Surveys 186

Surveys Feedback B2B Metrics 186

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. This may sound too extreme to be true but it’s a fact. It surely can.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

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

CCNG

JUNE 8, 2022

Still, others have moved to these management systems, allowing agents to see how they’re doing on several different metrics – and thus potentially improving them. ? ?One As such, they will enjoy the dramatic improvements in both metric/KPI performance that many early-adopting contact centers already have experienced.

Contact Center 195

Contact Center CCNG Gamification Coaching 195

ShepHyken

MARCH 23, 2021

Many studies have revealed that while the emotional and rational side of a person plays into purchase decisions, the emotional side tends to be more powerful in purchasing behavior. The companies that inspire a lot of customer love have better business metrics overall.

B2C 213

B2C B2B Metrics Technology 213

TeleDirect

MARCH 9, 2025

Studies show that 60% of customers will abandon a brand after multiple bad experiences. Monitor Key Performance Metrics and Adjust Strategies Track average wait time, abandonment rates, and First Call Resolution (FCR). Why Reducing Wait Times is Critical for Customer Satisfaction 1.

Wait times 79

Wait times Call Center Abandon rate First call resolution 79

Beyond Philosophy

JULY 12, 2018

Triangulation refers to combining research methods to study the same behavior. It’s not easy but it is essential, especially if you want to see the improvements in your Customer Experience metrics that you did in the past. You should use different forms of research to get at these beliefs. Let us know in the comments below.

Consulting 170

Consulting Consulting Customer centricity Surveys 170

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. The speed of service delivery has a massive effect on how customers view your support.

Customer Support 273

Customer Support Customer effort Self service Metrics 273

Interaction Metrics

JANUARY 7, 2025

While not discussed in the roundtable, heres a case study widely seen as a customer journey mapping success: Starbucks Case Study Objective : Starbucks needed to pinpoint areas for enhancing its in-store and digital experiences, so they used customer journey mapping.

Journey mapping 62

Journey mapping Consulting Consulting B2B 62

Beyond Philosophy

JUNE 11, 2021

We conduct Study Tours for clients at Beyond Philosophy. A study tour is where we take our clients to many different exemplary organizations for Customer Experience. One of these Study Tours, we were talking with the general manager of the Mandarin Oriental and he told the group that he had just fired a customer.

Airlines 248

Airlines Accountability Banking Telecommunications 248