Upstream Works

DECEMBER 16, 2020

For contact centers and back office operations, the most important element of digitization is the ability to track and measure the inputs that comprise CX. Download the Upstream Works Insights Report to learn how contact centers can adapt to the new normal as we approach 2021. Digital CX is all About Data.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

PeopleMetrics

AUGUST 24, 2021

It's halfway through 2021 and your CX strategy needs a checkup! is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Sign up for more PeopleMetrics LIVE!

2021 62

2021 Customer Centricity Download Books 62

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. With a dizzying number of SaaS metrics—from acquisition costs and account expansion to customer churn and satisfaction—all vying for headspace, CCOs must focus on the measurements that really matter. And stay tuned for our next BIG RYG conference happening in fall 2021 (more details to come).

2020 98

2020 Blog 2021 Chief Customer Officer 98

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. As we mentioned earlier in this blog, understanding what your customers pain points are is job #1. Pre- and post-chat surveys. Get Comm100 Free.

2021 98

2021 Social Media 2020 Loyalty 98

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Use feedback from the Voice of the Customer SuccessBLOC module to evaluate customer satisfaction levels and take appropriate measures to increase them.

Customer Journey 73

Customer Journey 2021 Customer Journey Mapping Touchpoint 73

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. You still want to measure the current behavior of the customer. It’s what happened “yesterday.”

Article 84

Article 2021 Customer Service Airlines 84

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Use feedback from the Voice of the Customer SuccessBLOC module to evaluate customer satisfaction levels and take appropriate measures to increase them.

Customer Journey 62

Customer Journey 2021 Customer Journey Mapping Touchpoint 62

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Published on: September 24, 2021. Our latest blog explores how these ideas are being superseded.

2021 123

2021 Measurement Blog Article 123

Lithium

MAY 4, 2021

Some blog areas are limited to Khoros customers only. Building and Integrating Custom Metrics [Video/Blog] : In this short tutorial, I’ll show you when it would be useful to build custom metrics, how to create them and how to integrate them into your dashboard. Here’s the Atlas content you do not want to miss! Apple iOS 14.5

2021 52

2021 Webinar Events Social Media 52

Totango

MARCH 26, 2021

Track Net Promoter Score to measure customer sentiment. The post Understanding Your Customer Lifecycle in 2021 appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth. Quick advice: Provide educational content and support which encourages advanced feature adoption.

2021 66

2021 Net Promoter Score Social Media Sales 66

CustomerSuccessBox

DECEMBER 30, 2021

2021 has come to a close and we have a bright 2022 ahead for us. So with the end of the year checklist for customer success for the year 2021, we keep customers first and then the capacity planning, budgeting, and other really scary stuff. For a detailed look, we have a blog ready on KPI trends for 2022. 1) Customer review.

2021 52

2021 Customer Success Net Promoter Score 2022 52

Comm100

JANUARY 10, 2021

In this blog, we’re going to run through the major features to look for when choosing your free live chat software, and why each is important. You can’t afford your customer’s data getting into the wrong hands because your live chat software didn’t have the most up-to-date and thorough security measures. Selected Content.

2021 52

2021 Social Media Measurement Reference 52

Daniel Group

APRIL 12, 2022

My last blog , Three Tips to Fire Up Your Customers to be Your Best Sales Force!, ” So I will address it in this blog and provide an essential suggestion on how you can measure the impact of referrals on your business. November-December, 2021) about customer loyalty’s impact on other business outcomes.

Customer Experience 103

Customer Experience Banking Reference B2B 103

BirdEye

MAY 3, 2023

In this blog, we’ll share some strategies for setting effective marketing objectives to reach your desired results. goals within your strategy (specific, measurable, attainable, relevant, time-bound) When George T. Be sure to review your marketing plan regularly and measure performance along the way. Set S.M.A.R.T.

Marketing 98

Marketing Social Media Net Promoter Score Measurement 98

Totango

DECEMBER 28, 2021

In our State of the Customer Success Industry and Salary Report for 2021 customers told us that their top challenges for 2021 included: Ability to scale and connect with more customers. 2021 Product Highlights in Review appeared first on Best Customer Success Blog: Articles for Enterprise Growth. ‍ .

2021 18

2021 2022 Innovation Customer Journey 18

ViiBE Blog

AUGUST 9, 2021

ViiBE Blog. August 9, 2021. It’s important to know how and what KPIs are measured to determine if the objectives are met. 26 August 2021. How can you measure customer satisfaction? 25 August 2021. 24 August 2021. 23 August 2021. What is the key to success in a call center? Kelly Dell.

Call Center 52

Call Center 2021 Contact Center Insurance 52

Gainsight

APRIL 21, 2022

Since 2021, we have seen more product-led hypergrowth than in years past. According to an October 2021 Wired Magazine article titled “Earth’s Unicorn Population Is Exploding,” it was revealed that a record-breaking 264 companies were hitting “unicorn” status in the US, with VC investment hitting $240 billion. Product Analytics.

2022 52

2022 Government Magazine 2021 52

Beyond Philosophy

JANUARY 15, 2021

One thing I love about dealing in the digital space is you can measure everything. The post Vital for 2021 – Digital Nudging Will Revolutionize Your CX appeared first on CX Consulting. So it would be best to consider all the ideas working in any given offering you present to your customers. Testing, Testing, Testing. Register here.

2021 99

2021 Airlines Presentation Information 99

CX University

MARCH 18, 2024

See below on how this is used to measure success of hyper-personalization.) How to Measure the Success of Hyper-Personalization Companies measure the success of their hyper-personalization efforts through various metrics that demonstrate the value and impact of personalized experiences on customer engagement, retention, and revenue growth.

Customer Experience 52

Customer Experience Retail 2023 2022 52

ViiBE Blog

JULY 15, 2021

ViiBE Blog. July 15, 2021. 26 August 2021. How can you measure customer satisfaction? 25 August 2021. 24 August 2021. 23 August 2021. What is a great call center answer? Call Center , Customer experience. Insurance , Retail , SMB. Kelly Dell. Share this article. Share on facebook. Share on twitter.

Call Center 52

Call Center 2021 E-support Insurance 52

CustomerSuccessBox

JUNE 11, 2021

I think the point that I’m trying to make here is that you are not able to recognize all the axis on which you want to measure the value delivered. The post Strategies to Increase Upsell and How to do it the right way in 2021 ? appeared first on The Customer Success Blog for B2B SaaS from CustomerSuccessBox.

2021 52

2021 Customer Success B2B Measurement 52

Kustomer

JANUARY 6, 2021

And that’s why we are introducing CX Stories from the Frontlines, a blog series that will showcase how REAL brands are tackling REAL problems with Kustomer. A subscription fashion service had a big goal for 2021: to increase their chat usage for their platform in order to increase efficiency. Have a good story to share?

E Commerce 98

E Commerce Multi-Channel E-support Fashion 98

ViiBE Blog

AUGUST 17, 2021

ViiBE Blog. August 17, 2021. Why should you think about implementing customer experience management measures, and how can you track all the data needed to develop practices that will improve the journey of your customers? 26 August 2021. How can you measure customer satisfaction? 25 August 2021.

Customer Experience Management 52

Customer Experience Management CEM Customer Experience Management 52

ViiBE Blog

JANUARY 19, 2022

ViiBE Blog Customer service challenges of remote work Anna Gorina January 19, 2022 Share this article Contents Share this article Contents Before 2020, only a few companies across the globe had remote work best practices in place where they were used to allowing team members to work from home for a certain period of time regularly.

Customer Service 52

Customer Service Net Promoter Score E-support 2021 52

Totango

JANUARY 1, 2021

in 2021 and beyond. You can now reset a lifecycle status by setting it to none when certain processes need to be reset and measured again. See you all in 2021, Happy New Year and stay safe! appeared first on Best Customer Success Blog | Trends & Articles for Enterprise Growth.

2020 66

2020 2021 Innovation Measurement 66

PeopleMetrics

FEBRUARY 18, 2021

How To Close the Loop on Customer Feedback: Best Practices for 2021. is a free online session where experience measurement experts from our team answer YOUR questions about CX, EX, Pharma Patient Support Services and more. Discover our award-winning Customer Experience (CX) blog: [link]. Absolutely! sessions: [link].

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Kerry Bodine

DECEMBER 30, 2020

Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. What do you want us to write about in 2021? What is journey analytics ?

2020 90

2020 Customer Experience Customer Journey Customer Journey Mapping 90

Stella Connect

NOVEMBER 29, 2021

Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Source: 2021 Stella Connect by Medallia survey of 2,100 consumers in the US and UK. Measuring the impact of service recovery efforts on NPS over time.

Poor Customer Service 84

Poor Customer Service 2021 2022 Consumers 84

Daniel Group

NOVEMBER 30, 2022

Admittedly, it is hard to measure the financial benefits because the impacts often occur outside the organization (e.g., Another Way To Measure CX Outcomes? Following Fred Reichheld’s presentation, Marty Yuzwa, Six Sigma Manager, Ohio Machinery , led a session on how his company measures CX outcomes. Supplies are limited.

2022 98

2022 NPS Net Promoter Score Presentation 98

Totango

NOVEMBER 10, 2021

However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals. Net Promoter Score (NPS). How Totango Can Help.

Net Promoter Score 85

Net Promoter Score NPS Sports Customer Success 85

Daniel Group

JULY 27, 2023

The statistical correlation between these two measures is significant. Issue frequency increased beginning in 2021 but has gone down since. There was a consistent increase in issue frequency from 2015 through 2021. I always welcome comments and feedback on my blogs. The trend in issue frequency was different.

NPS 52

NPS Net Promoter Score Customer Experience 2005 52

Daniel Group

JULY 27, 2023

The statistical correlation between these two measures is significant. Issue frequency increased beginning in 2021 but has gone down since. There was a consistent increase in issue frequency from 2015 through 2021. I always welcome comments and feedback on my blogs. The trend in issue frequency was different.

NPS 52

NPS Net Promoter Score 2005 2007 52

ViiBE Blog

JULY 8, 2021

ViiBE Blog. July 8, 2021. If you want to achieve utmost enterprise security, you need to define potential cyber dangers your company might be facing and choose the best security company offering the most optimal threat detection measures put in place. 26 August 2021. How can you measure customer satisfaction?

2021 52

2021 Government Transportation Automotive 52

Totango

NOVEMBER 10, 2021

However, according to Totango’s 2021 Customer Success Salary Report , CS teams are being tasked with owning more revenue-generating activities that make an impact on organizations’ bottom lines, as well as activities that improve product stickiness, which decrease churn and increase renewals. Net Promoter Score (NPS). How Totango Can Help.

Net Promoter Score 75

Net Promoter Score NPS Sports Customer Success 75

Kustomer

DECEMBER 29, 2020

While we are literally counting down the seconds until the clock strikes midnight on January 1st, 2021, it goes without saying that there are some permanent lessons that can be learned from the hurdles we faced in 2020. It’s therefore important to consider new, digital-first service options for 2021 and beyond.

2020 105

2020 E Commerce 2021 Consumers 105

Lithium

JANUARY 4, 2022

2021 is already over, and we’re not even over 2020 yet. Here is the latest on Atlas you should know about Some blog areas are limited to Khoros customers only. Hello to all of our Atlas members! But as the year flew by, we learned a lot about customer engagement. So, what now? What can we take away from yet another tumultuous year?

2022 52

2022 Webinar Events Contact Center 52

Totango

APRIL 5, 2022

Net Promoter Score is a customer satisfaction KPI that measures how likely a client is to recommend your brand to friends or colleagues. Your respondents’ average score can be used to measure customer satisfaction and predict business growth. InMoment (formerly Wootric).

NPS 102

NPS 2022 Net Promoter Score Multi-Channel 102