Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Metrics Measurement Net Promoter Score 59

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

2024 58

2024 Article Customer Service Retail 58

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions.

2024 56

2024 Article Customer Service Retail 56

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Personalise Interactions: Tailor your customer interactions to meet individual needs.

Net Promoter Score 493

Net Promoter Score NPS Customer Satisfaction 2023 493

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. In this article, we’ll dive into how companies leverage customer feedback analytics.

Metrics 117

Metrics Feedback NPS Loyalty 117

ShepHyken

MAY 31, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This week he posted a great article about what never to say to customers. This article looks at the ways that the CES can be improved.

Article 132

Article E Commerce 2021 Customer Service 132

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

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Metrics Customer Journey Net Promoter Score NPS 105

InMoment XI

OCTOBER 24, 2023

This article delves deep into the intricacies of contact center analytics, showcasing how they can be the linchpin in enhancing customer experience and driving business growth. Contact center analytics are akin to a master storyteller, weaving tales from myriad data points and interactions. Why Are Contact Center Analytics Essential?

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Contact Center Multi-Channel Net Promoter Score Metrics 260

ShepHyken

OCTOBER 1, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In an age where products and services are often similar, it’s the memorable and positive interactions that truly distinguish one brand from another.

Article 66

Article Customer Service 2024 2023 66

ReviewTrackers

AUGUST 13, 2018

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Enter “customer satisfaction metrics.” 5 Customer Satisfaction Metrics You Need to Track. Net Promoter Score. Customer Effort Score.

Customer Satisfaction 146

Customer Satisfaction Metrics Net Promoter Score Effort Score 146

ShepHyken

NOVEMBER 15, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Evaluate Your Customer Service Performance with These 10 Essential Metrics by Julie Weishaar. These metrics will definitely capture their attention.

Article 73

Article 2021 Customer Service Metrics 73

CSM Magazine

APRIL 27, 2023

The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.

Customer Satisfaction 52

Customer Satisfaction Metrics Net Promoter Score Effort Score 52

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Related Article: Top 5 Chat Conversation Tagging Challenges.

Interaction 87

Interaction Contact Center Insights Customers 87

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

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Metrics Customer Success Engagement Customer Satisfaction 98

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.

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Metrics Contact Center Virtual Agent Net Promoter Score 146

InMoment XI

DECEMBER 7, 2022

These various interactions along the customer lifecycle —and, more specifically, those that have the most impact on the business—are what we like to call “Moments That Matter” (MTM) in customer experience. But is the call center interaction all that matters for the customer?

Customer Experience 493

Customer Experience Call Center Touchpoint Measurement 493

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. You must understand the interaction points your customers have with you before, during, and after their buying experience.

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Article 2022 Customer Service Loyalty Programs 71

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. And many businesses feel pressure to predict the where, when, and how of their customer interactions. Meanwhile, the conversations are piling up.”

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Customer Care 2024 Multi-Channel Contact Center 177

Answer Dash

DECEMBER 7, 2019

(This article is originally published on AdRoll - re-published by the consent of AdRoll) Once upon a time, customer loyalty depended on the product or service you’d provide. Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience?

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Related: [Article] Customer Experience Management Defined: How is it Different From CX? Article] Why a CX Mission Statement Matters — And How to Create One. Article] Want Greater CX Success? Related: [Free Resource] Try our Customer Lifetime Value & Key Metrics Calculator. Build Your CX Success Statement.

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Customer Experience Net Promoter Score Reference 2022 376

Survicate

MAY 16, 2019

We found 5 Customer satisfaction metrics which you should apply to your strategy to deliver the best results for your Customer service, especially in SaaS companies. Also, it is crucial for any business to interact and communicate with their clients on a regular basis. Why to even bother? There are various reasons for that.

Customer Satisfaction 79

Customer Satisfaction Metrics Net Promoter Score NPS 79

ChurnZero

JULY 8, 2022

This article was originally published on Forbes.com. “Oh, Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Customer success owns a large portion of that metric. Get a crash course on Customer Success metrics .

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Metrics Customer Retention Customer Success 2022 98

ShepHyken

SEPTEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This article reminds us of some of the brands who have fallen to their demise because of the commoditization of their products and experiences.

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Article 2018 Customer Service Automotive 83

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. As a product manager, metrics affect every move you make.

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Article 2020 Roadmap Metrics 97

ShepHyken

DECEMBER 12, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. This is an excellent article to get you thinking about how AI could potentially be a part of (if it is not already) your marketing strategy. by Tara Thomas.

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2016 Article Social Media Customer Service 105

Oracle

FEBRUARY 27, 2020

But while this has become a dominant customer experience metric, by itself it doesn’t tell you why customers are dissatisfied or less-than-excited about a brand. Therefore, NPS is best used in conjunction with other metrics. If, on the other hand, the financial metrics underperform, top executives risk losing their jobs.

Net Promoter Score 71

Net Promoter Score Metrics Effort Score 2020 71

Answer Dash

NOVEMBER 27, 2018

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? While many companies focus on scores such as Customer Satisfaction (CSAT) and Net Promoter Score (NPS), they’re overlooking a more important metric that is more intricate. That’s where CES comes in.

Effort Score 76

Effort Score Metrics Net Promoter Score NPS 76

ClearAction

JANUARY 11, 2015

Metrics for Customer Experience Management. Metrics selection may be your most important decision for customer experience success. Metrics drive thinking and doing, because they communicate to executives and employees what matters most to the company, what will be visible to peers and the chain of command, and what will be rewarded.

Customer Experience Management 119

Customer Experience Management Metrics Customer Experience Management 119

ShepHyken

JANUARY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are my top five picks from last week. 10 Ways to Boost Customer Satisfaction by G. They also expect (as in expectations) to be treated the right way.

2023 48

2023 Article Customer Service Customer Satisfaction 48

BlueOcean

JULY 8, 2020

Every customer service interaction is an opportunity to deliver this connection point. He lays out the skills that lay behind the practice of empathy in this article – definitely a must read. This article from Zendesk explores the power of connection, the human experience, and “human debt.” Definitely a fascinating read.

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Customer Service Contact Center 2020 Definition 156

GetFeedback

MAY 8, 2019

This article recaps our findings. Case Closed CSAT is the most valued metric among service teams. Most customer service teams are surveying customers within 24 hours of their interaction. Case Closed CSAT is the most valued metric among service teams . Here is how the other popular metrics ranked in comparison.

Customer Service 268

Customer Service Metrics Healthcare Government 268

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

ClearAction

NOVEMBER 18, 2017

8 Customer Experience Metric Silos Mask Momentum Lynn Hunsaker. Metrics selection can be the most pivotal decision you make in your customer experience management strategy. The trick to successful metrics selection is to connect the dots between cause-and-effect. That’s because what gets measured gets managed.

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Metrics Customer Experience Customer Experience Management Return on Investment 67

ClearAction

FEBRUARY 7, 2016

Customer Experience Articles. Customer experience articles. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs. Peruse ClearAction articles, podcasts and webcasts, and ask how these best practices can be customized to your specific needs.

Article 48

Article Customer Experience 2009 White Paper 48

Lumoa

JANUARY 15, 2024

This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce? Conversational commerce is all about interacting with customers through various communication tools, like live chat, chatbots, and contact centers.

Customer Experience 83

Customer Experience Net Promoter Score Touchpoint Omnichannel 83

ReviewTrackers

SEPTEMBER 29, 2019

Tracking the right customer satisfaction metrics will help you better understand how to retain your current customers — as well as attract new ones. Customer Satisfaction Metrics: What For? Enter “customer satisfaction metrics.” 5 Customer Satisfaction Metrics You Need to Track. Net Promoter Score. Customer Effort Score.

Customer Satisfaction 50

Customer Satisfaction Metrics Net Promoter Score Effort Score 50

delighted

JANUARY 20, 2022

In this article, we will discuss the most common measurements of customer satisfaction, how this data is collected, and why these metrics matter to the success of a company. Common online review platforms – such as Yelp or Google – employ their own metrics for how your company meets customer expectations. Conclusion.

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Customer Satisfaction Metrics Measurement Net Promoter Score 52