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

Fonolo

MARCH 16, 2021

Still getting to grips with call center metrics and which ones are the most important? What is First Call Resolution (FCR) in Call Center Metrics? Historically, less attention was paid to FCR, but it’s quickly become one of the most important metrics in the call center. Contact Center Trends 2021.

First call resolution 125

First call resolution Call Center Metrics Contact Center 125

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

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). This aligns well with the results from this year’s study. And the most essential metric for CS Ops, the one that’s got everyone in a tizzy (in a good way), is Net Revenue Retention (NRR). No, I don’t mean the new season of White Lotus.

Metrics 98

Metrics Benchmark CRM Technology 98

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

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Page Load Time : Nobody likes waiting around for slow pages to load.

Metrics 64

Metrics Feedback Analytics Scripts 64

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

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

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

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 356

B2C Customer centricity Feedback Upselling 356

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

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 280

Airlines Metrics Advertising Sales 280

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 225

Customer Service Technical Support Benchmark Best practices 225

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

TeleDirect

DECEMBER 25, 2024

Advanced Analytics Monitor call center performance metrics, such as resolution times and customer satisfaction scores. Real-World Success Stories Case Study 1: Expanding E-commerce Operations A global e-commerce company implemented a 24/7 call center to manage customer inquiries during major sales events. The result?

Call Center 127

Call Center Customer Experience Technical Support Healthcare 127

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 190

Surveys Feedback B2B Metrics 190

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 168

Customer Service Airlines Metrics Journey mapping 168

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 223

B2C B2B Metrics Technology 223

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

Beyond Philosophy

APRIL 3, 2016

Edwards Deming believed that satisfaction was an ineffective metric for truly understanding the effect of expectations on customer actions. We’ve seen other studies suggesting that, depending on the industry, unexpressed B2B complaints may range as high as 80% to 90%, so this is hardly an exclusive B2C issue.

B2C 231

B2C Banking B2B Consulting 231

Beyond Philosophy

APRIL 3, 2016

Edwards Deming believed that satisfaction was an ineffective metric for truly understanding the effect of expectations on customer actions. We’ve seen other studies suggesting that, depending on the industry, unexpressed B2B complaints may range as high as 80% to 90%, so this is hardly an exclusive B2C issue.

B2C 231

B2C Banking B2B Consulting 231

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 276

Customer Support Customer effort Self service Metrics 276

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

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

Steve DiGioia

JUNE 26, 2023

We have studied ways to best serve our customers ad nauseam. We use numerous metrics to gauge customer sentiments. Does this mean that metrics, certifications, and expert suggestions don’t have value? And countless experts have built impressive careers by writing books, making speeches, and hosting training courses and podcasts.

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

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 103

Scripts APIs Metrics Management 103

ShepHyken

AUGUST 18, 2017

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 ). On top of the myriad data accuracy issues, our Point-of-Purchase Survey Study showed that retailers have little regard for their customers.

Surveys 207

Surveys Automotive Advertising Enterprise 207

Beyond Philosophy

OCTOBER 8, 2022

25:07 Hannesson shares a specific case study that used video to reduce repeat home visits. 29:22 We all share our practical advice about how to use video to improve the metrics that matter most to your organization (and that none of us are footballers, in case you were wondering). Please tell us how we are doing!

Customer Experience 221

Customer Experience Contact Center Consulting Consulting 221