Eptica

JANUARY 16, 2019

Date: Wednesday, January 16, 2019 Author: Olivier Njamfa - CEO & Co-Founder Why 2019 is all about trust for brands and consumers. Published on: January 16, 2019. Author: Olivier Njamfa - CEO & Co-Founder As we move into 2019, businesses are having to cope with unprecedented uncertainty. Share this page on: Tweet.

2019 71

2019 Consumers Brands Social Media 71

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size.

Customer Journey 89

Customer Journey Measurement Management NPS 89

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results.

Customer Journey 94

Customer Journey Measurement 2020 Management 94

Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. Defines and Implements CX Measurement and Reporting Standards If you’re unfamiliar with CX metrics, here’s a guide explaining everything you need to know.

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). The ACSI is an economic indicator that measures the satisfaction of consumers across the U.S. It’s interesting to take a look at this metric over time. out of 100. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

ShepHyken

DECEMBER 21, 2018

CSAT score is a metric to identify customers satisfaction levels while they are interacting with your brand. How is a CSAT score measured? CSAT is measured by the responses received to the questions asked in a customer feedback survey. The post Guest Blog: 10 Surefire Ways to Improve CSAT Score appeared first on Shep Hyken.

Blog 97

Blog Customer Satisfaction Culture Social Media 97

GetFeedback

OCTOBER 3, 2018

Megan Burton and Kelly Spillson from the Salesforce Customer Success Team talked about measuring customer service with GetFeedback for Service Cloud. The afternoon picked up with a session on measuring customer experience in Salesforce. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket.

2018 150

2018 Demo Events 2019 150

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. Geared specifically to B2B brands, Okotopost allows you to “Measure the impact of every post, network, and campaign.” AdEspresso.

Social Media 77

Social Media 2019 Demo ROI 77

West Monroe

FEBRUARY 8, 2019

Happy 2019! As customer experience (CX) professionals, 2019 is a critical year to demonstrate and articulate the tangible benefits and value of CX in our organizations. 2019 will be the ”show me” year for CX executives. 2019: The “Show Me” Year. New Year, New CX?

2019 45

2019 2018 Employee Experience Metrics 45

NICE inContact

APRIL 2, 2019

And the final score of a single game isn’t the only measure of success – it’s about executing for the entire season to take home the League Title. Yes, there are operational metrics that you can improve – like winning a game here and there. Call the plays you need, when you need them (execute and measure results).

2019 54

2019 Net Promoter Score Metrics 2018 54

NetBase

JULY 11, 2019

Using our powerful Next Generation AI capabilities , we captured the most loved brands across the globe to create the Brand Passion Report 2019: Top Loved Global Brands. The “also” may make sentiment feel like a secondary metric, but have no doubt – consumer passions are what should be driving decision-making in every organization.

2019 62

2019 Brands Telecommunications Return on Investment 62

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. Understand the journey.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Bob Hayes

DECEMBER 20, 2018

All of my top blog posts of 2018 (most reads) are all related to data science, with posts that address the practice of data science, artificial intelligence and machine learning tools and methods that are commonly used and even a post on the problems with the Net Promoter Score claims. Click image to enlarge.

Net Promoter Score 81

Net Promoter Score 2018 Blog 2017 81

Team Support

AUGUST 26, 2020

In Part 1 of this blog series on how to use reports from your B2B customer support software solution to interpret key data and implement strategies as a result. NPS Scores: The NPS (Net Promoter Score) is a measure of a customer’s overall opinion on a company. Experience Index: 2020 Digital Trends, 2019.

B2B 98

B2B Net Promoter Score 2003 NPS 98

NetBase

JANUARY 7, 2019

January 2019 Update: As trends change and technology advances, social media tools become more powerful as well. With that in mind, here are 21 Top Social Media Tools to consider in 2019: 1. Oktopost Geared specifically to B2B brands, Okotopost allows you to “Measure the impact of every post, network, and campaign.”

Social Media 52

Social Media 2019 Demo ROI 52

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. However, while 78% of brands are measuring customer loyalty via these three metrics, very few businesses believe they are gaining any real insight from the results.

B2B 150

B2B Multi-Channel Net Promoter Score NPS 150

Gainsight

DECEMBER 27, 2019

The weather outside might be frightful, but looking back, 2019 was pretty delightful. With 2020 just around the corner, now is the perfect time to catch up on Gainsight’s top product experience blog posts of 2019. Top 10 Product Experience Blog Posts of 2019. Top 10 Product Experience Blog Posts of 2019.

Article 97

Article 2020 Roadmap Metrics 97

Feedbackly

DECEMBER 27, 2018

Companies will also be reeling their KPIs and metrics to service customer journeys but also use the same ideology for innovations and service improvements as well as improving their internal well being! With these, it is good to jump to 2019 and rock your customers’ world even bigger and better! -J. Digital integration continues.

2019 40

2019 Customer Experience Customer Journey Employee Experience 40

NetBase

APRIL 25, 2019

But the tools below – updated for 2019 – will surely get you started. Here’s a quick refresher of areas to analyze to recalibrate your brand for the remainder of 2019, along with tools that will give you the data you need. 3 Tools That Measure Sentiment. How Do You Measure Up? – 3 TOOLS THAT MEASURE SENTIMENT.

Social Media 66

Social Media 2019 Multi-Channel Demo 66

West Monroe

JUNE 27, 2019

Attending the Gainsight Pulse 2019 conference was a clarifying moment for anyone uncertain if the customer success mandate has reached maturity. A Greater Need to Measure and Justify the ROI of Customer Success. The post Pulse 2019 and the Growing Maturity of Customer Success appeared first on The Blend: A West Monroe Partners Blog.

2019 40

2019 Customer Success ROI Customer Centricity 40

Avaya

JANUARY 14, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. That management becomes much easier with targeted technology initiatives that aim to improve business metrics associated with DCX. In the research, participants cited nine specific projects that delivered positive success metrics.

Customer Experience 73

Customer Experience Competitive Advantage 2018 Social Media 73

Think Customers

MARCH 28, 2022

“To be successful, companies must remember that gig workers respond less to recognition among peers or professional mentorship and more to transactional benefits that support their flexible lifestyle,” according to a blog by Everee, a payroll and payments systems provider. In addition, communicating clear performance expectations is key.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Horizon CX

DECEMBER 27, 2019

During my ten years plus tenure as a corporate CX director, I introduced NPS to the leadership team to which they readily understood the concept and its simplicity and fully embraced NPS as the key performance metric in evaluating customer satisfaction and loyalty. This blog is a summary of those findings. Summary of Key Learnings.

Net Promoter Score 52

Net Promoter Score NPS B2B Metrics 52

Beyond Philosophy

JUNE 27, 2019

Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics. Facial recognition software is one way to measure that digital experience. If you enjoyed this blog, you might also like these: Lose the Fear of Facial Recognition if You Want CX Improvement.

Net Promoter Score 138

Net Promoter Score Hospitality Webinar Airlines 138

NICE inContact

MAY 17, 2019

A lot of it is because CX is not a one-and-done metric that you can hit and forget. Is there an organizational structure that supports building and measuring CX? Metrics and Measurement — Do you have clear goals for CX? Do you have the right metrics in place to measure success?

Metrics 59

Metrics 2019 Measurement Leadership 59

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Published on: November 06, 2019. Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. 05%, they may not really understand why that happened.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. However, many simply collect feedback or track metrics such as Net Promoter Score in isolation. 4 reasons email is on the rise in 2019.

Net Promoter Score 62

Net Promoter Score ROI NPS 2019 62

Integrity Solutions

MAY 12, 2020

By Donna Horrigan As sales leaders navigate our current situation—a global pandemic that’s wreaking havoc on the economy while social distancing measures keep workforces remote and isolated— the role of sales enablement is coming under increased scrutiny. Sales Enablement Strategy: 2020 vs. 2019. What a difference a few months makes.

Sales 124

Sales 2020 2019 Metrics 124

Eptica

OCTOBER 16, 2018

Not only does this enable them to measure their efficiency , but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

NICE inContact

FEBRUARY 6, 2019

In part 1 of the blog, we looked at the foundations of building a robust Customer Experience (CX), starting with contact centers. CX metrics are not your operational KPIs. Set a goal, measure, iterate and improve. Register for our webinar CX Transformation in 2019 to learn more on CX transformation.

Net Promoter Score 55

Net Promoter Score Contact Center Average Handle Time Omnichannel 55

Grade.us

NOVEMBER 16, 2018

Digital analytics are essential to measuring your marketing efforts. 2018's Best Digital Analytics Blogs. Follow these blogs to stay up-to-date with the latest analytics trends. If you're running analytics to find out what Google wants then follow this blog to get the information straight from the horse's mouth.

2018 29

2018 Blog Article Measurement 29

Eptica

FEBRUARY 5, 2020

That’s the latest finding of the Institute of Customer Service ’ s UK Customer Satisfaction Index ( UKCSI ) , which has provided a key measure for customer service over the last decade. You might also be interested in these posts: 2019 in focus: our top 10 blog posts from the year. Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction 2020 2019 2015 72

ShepHyken

OCTOBER 18, 2021

My Comment: The Chief Experience Maker, Dan Gingiss shares a blog-version of a story from his latest book, The Experience Maker , about how a “Happy Birthday” experience at a restaurant took a nice experience and made it memorable. However you get it, you must choose the right metrics, use the right technology, and more.

Article 86

Article 2021 Customer Service Airlines 86

Eptica

SEPTEMBER 18, 2019

Date: Wednesday, September 18, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 4 ways to drive recognition in your customer service team. Published on: September 18, 2019. The key point here is how it is measured. telephone) over another.

Customer Service 66

Customer Service Contact Center Average Handle Time E-support 66

Optimove

MARCH 7, 2021

In 2019, the CRM Contribution metric was first coined by Optimove’s Data Science team as a means to gauge the financial impact and effectiveness of a company’s CRM Marketing. You can find some more detail at the bottom of this article for those not familiar with the term “CRM Contribution Metric.”

Marketing 98

Marketing Metrics 2019 Definition 98

GetFeedback

APRIL 25, 2019

And in 2019, 81% of companies expect to be competing mostly or completely on the basis of CX. . Here are a few ways to do this: Start measuring your Net Promoter Score , since this gives you a broad view of customer sentiment. The post Improve Your Customer Service With These 5 Steps appeared first on GetFeedback Blog.

Customer Service 186

Customer Service Multi-Channel Omnichannel Net Promoter Score 186

Centercode

JANUARY 29, 2020

In this blog post, I’m going to cover one of the most interesting findings from the 2019 industry survey: how using defined CV processes affects overall program performance. 2018 vs. 2019 Results. However, the 2019 industry survey highlighted some interesting shifts in the data. Don’t forget your metrics.

2020 59

2020 2019 2018 Metrics 59