ShepHyken

SEPTEMBER 7, 2023

Account management Offer workshops on relationship-building, active listening, and consultative selling for identifying upsell or cross-sell opportunities. Customer onboarding Conduct role-playing sessions where teams act as both the customer and the onboarding specialist. Provide them with checklists, guides, and best practices.

B2C 346

B2C Customer centricity Feedback Upselling 346

Beyond Philosophy

JULY 17, 2017

To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers.

Technology 331

Technology Consulting Consulting Customer emotions 331

Beyond Philosophy

JANUARY 2, 2019

Have a metric for every member of your team, from Sales to HR to IT tied to Customer Experience improvement, and you will have every member of your team working to improve the Customer Experience. Hire consultants to run a workshop. Why would he say that? Because what gets measured gets done. Always be educating. Sign up for webinars.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

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 206

Customer Service Chatbots Metrics Consulting 206

AWS Machine Learning

NOVEMBER 19, 2024

Workshops – In these hands-on learning opportunities, in 2 hours, you’ll be able to build a solution to a problem, and understand the inner workings of the resulting infrastructure and cross-service interaction. Builders’ sessions – These highly interactive 60-minute mini-workshops are conducted in small groups of fewer than 10 attendees.

APIs 88

APIs Enterprise Best practices Government 88

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. delivers global workshops on delivering the ultimate customer service experience. Grant Cardone. Kate Nasser.

Customer centricity 264

Customer centricity Consulting Consulting Metrics 264

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 191

Customer Service Customer retention Metrics Advertising 191

Beyond Philosophy

JULY 13, 2023

Social media Data support Ticket data Customer satisfaction metrics. Colin has conducted numerous educational workshops to inspire and motivate your team. It said to me that I would need the following data pools: Customer demographic data Customer purchase history Customer interactions Customer feedback, website app, and usage data.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JULY 21, 2024

Annette Franz, CX and journey mapping expert, highlights some of the metrics that help you measure the ROI of CX and capture the attention of your organization’s leadership. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 219

Customer Service Journey mapping Customer Care Consulting 219

Beyond Philosophy

OCTOBER 29, 2020

I was running a workshop with a utility client many years ago about the concept of Customer Experience. 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. Culture change is not easy.

Airlines 417

Airlines Customer centricity Call Center Quality management 417

ShepHyken

JUNE 19, 2023

NPS, or Net Promoter Score, is a highly effective, yet misunderstood metric that makes sense to keep. For more insights, check out my interview with Fred Reichheld , the man behind this powerful metric, on my Amazing Business Radio podcast. The focus is on CX, metrics, and much more. Connect with Shep on LinkedIn.

Customer Service 36

Customer Service Journey mapping Customer centricity Metrics 36

ShepHyken

MAY 26, 2024

by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? See my article on the Top 14 Customer Service and CX Metrics.) Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 198

Customer Service B2B Marketing Metrics 198

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Her mission is: To Create Fewer Ruined Days for Customers.

Metrics 109

Metrics Journey mapping Surveys Coaching 109

CX Global Media

OCTOBER 15, 2018

If leadership training is provided, it’s typically provided via traditional classroom workshops or seminars that are known to deliver very low return on investment for leadership development, impact and learner interest. Know Your Metrics. Being a good agent does not translate to being a good supervisor.

Contact Center 269

Contact Center Morale Call Center Metrics 269

ShepHyken

MARCH 7, 2017

Shep Hyken interviews the Chief Customer Experience Analyst and Founder of Interaction Metrics, Martha Brooke, who says she thinks about customer experiences differently. ABOUT: Martha Brooke is the Chief Customer Experience Analyst and Founder of Interaction Metrics and is certified in Black Belt Six Sigma.

Surveys 168

Surveys Metrics Customer Experience Customer Service 168

ShepHyken

NOVEMBER 6, 2023

Key Contact Center Metrics You Should Be Tracking by Foundever (Foundever) There are myriad metrics and indicators that an organization can monitor to measure contact center performance. This article shares the top customer support center metrics to pay attention to. There are plenty of examples and tips to get you thinking.

Customer Service 178

Customer Service Self service Surveys Contact Center 178

Customers That Stick

OCTOBER 2, 2014

Kate Nasser, The People Skills Coach™ , is a smart, energizing, experienced speaker, coach, and workshop leader. Moreover, some companies have minimized the focus on care and maximized the focus on scripts and metrics — not great for people skills. To engage Kate Nasser’s keynotes, workshops, and coaching, visit her blog.

Coaching 152

Coaching Government Scripts Employee engagement 152

Interaction Metrics

JUNE 10, 2021

Fed up with disappointing customer service and inane customer feedback surveys, Martha Brooke founded Interaction Metrics in 2004. Interaction Metrics research methods and workshops are the most scientific, yet cost-effective in the Customer Experience industry.

Metrics 62

Metrics Surveys Education Feedback 62

AWS Machine Learning

JULY 31, 2023

It also enables you to evaluate the models using advanced metrics as if you were a data scientist. In this post, we show how a business analyst can evaluate and understand a classification churn model created with SageMaker Canvas using the Advanced metrics tab. The F1 score provides a balanced evaluation of the model’s performance.

Metrics 92

Metrics Engineering Accountability Telecommunications 92

CCNG

JANUARY 4, 2023

One manager said it feels like efforts at improving these satisfaction metrics have “hit a wall.” Think of carpenters with well-ordered workshops, who know exactly where to find the tools needed to complete their tasks. Consider a knowledge management {KM} system that reduces your Average Handle Time metric from 5 minutes to 4.5

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

CSM Magazine

NOVEMBER 5, 2024

Using Analytics for Customer Service Insights Dynamics 365 provides key metrics that give businesses a clear picture of customer service performance. Metrics like case resolution times help track how quickly issues are resolved, while customer satisfaction scores measure the quality of interactions from the customer’s point of view.

Customer Service 52

Customer Service Management Metrics Consulting 52

ShepHyken

OCTOBER 1, 2023

AHT, as in average handle time, is a metric used to measure the average length of time for a customer support call. Two areas not typically considered in this metric, should be. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 173

Customer Service Average Handle Time Contact Center Metrics 173

ShepHyken

JANUARY 14, 2024

7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar (Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.

Customer Service 153

Customer Service Best practices Metrics Banking 153

Vistio

NOVEMBER 12, 2024

Instead of conventional training methods, consider interactive simulations, stress-testing modules, and emotional intelligence workshops designed to boost agents’ coping mechanisms.

Customer Service 52

Customer Service Average Handle Time First call resolution Contact Center 52

ShepHyken

JANUARY 14, 2024

7 Customer Experience Metrics and KPIs Recommended by CX Professionals by Hotjar (Hotjar) This guide shows you how to measure and improve the top seven metrics and key performance indicators (KPIs) CX professionals use to gauge how the customer experience improves—or worsens—over time and evaluate the success of product or business changes.

Customer Service 147

Customer Service Best practices Metrics Banking 147

AWS Machine Learning

AUGUST 18, 2022

One of the challenges encountered by teams using Amazon Lookout for Metrics is quickly and efficiently connecting it to data visualization. The anomalies are presented individually on the Lookout for Metrics console, each with their own graph, making it difficult to view the set as a whole. Overview of solution.

Metrics 78

Metrics Scripts Accountability Best practices 78

AWS Machine Learning

SEPTEMBER 18, 2024

Real-time performance dashboards with few-click setup – SageMaker HyperPod integrates seamlessly with real-time dashboards to monitor node health, GPU utilization, network traffic, and other key metrics. For detailed instructions and code, we recommend that you follow along with the Amazon SageMaker HyperPod workshop.

Scripts 106

Scripts Metrics Management Accountability 106

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

Lumoa

JANUARY 31, 2023

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Eliminate company silos 1.

Customer Experience 165

Customer Experience Customer centricity Metrics Feedback 165

CSM Magazine

JANUARY 28, 2025

Webinars and Workshops Hosting live or recorded webinars to explain advanced features or industry trends allows customers to deepen their knowledge and use a product or service more effectively. Measure success through engagement metrics, feedback, and an evaluation of how customer support requests change over time.

Education 52

Education Upselling SaaS Self service 52

ShepHyken

AUGUST 18, 2017

Martha Brooke , Founder of Interaction Metrics, leads sessions and workshops on how to improve the customer experience. And if you’re interested in more about the first of its kind, Point-of-Purchase Survey Study , check out the 2-minute video or ask us for the complete report.

Surveys 205

Surveys Automotive Advertising Enterprise 205

Beyond Philosophy

MAY 23, 2024

Another essential metric about an organization’s customer-centricity is how much and what type of training it provides its new call center employees. Colin has conducted numerous educational workshops, on how to improve your Customer Experience, to inspire and motivate your team. Speak to Colin and find out more.

Customer centricity 195

Customer centricity Call Center Banking Customer emotions 195

CSM Magazine

DECEMBER 2, 2024

” Through deep-dive workshops with Westcon-Comstor, TTEC Digital was able to understand the firm’s challenges and requirements, identify key metrics for measuring progress, ensure end user buy-in, and establish a transformation plan.

Sales 52

Sales CRM Consulting Consulting 52

ClearAction

DECEMBER 5, 2023

4 Gold CX Metrics for CX Leaders Lynn Hunsaker Concentrate on just 4 CX metrics and you’ll see greater progress in more than 20 growth metrics. This article is a continuation of 24 CX ROI Metrics for Your Chief Customer Officer Prosperity Playbook. Let’s explore the 4 gold metrics that drive every CX metric.

Metrics 62

Metrics Chief Customer Officer Customer retention Strategic Value 62

Fonolo

OCTOBER 26, 2022

You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. You might even consider hiring a field expert for a workshop. Your first step to inspiring your agents at work is to recognize how difficult their jobs can be. . Show some compassion and be proactive to keep agents happy. Conferences.

Call Center 142

Call Center Abandon rate Education Contact Center 142

CSM Magazine

NOVEMBER 25, 2024

Customer service managers may also review performance metrics to pinpoint any problems with response times or customer satisfaction levels that need improving. Common customer service pain points could include long response times, repeated tasks, or delays in escalating complex issues.

Customer Service 52

Customer Service Feedback Best practices Metrics 52

ShepHyken

FEBRUARY 25, 2024

That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Customer advocacy becomes your best friend.

Customer Service 164

Customer Service Customer advocacy Average Handle Time Customer centricity 164