Heart of the Customer

SEPTEMBER 19, 2016

I presented at the ICMI CC Expo last month in Long Beach. In the afternoon after my journey mapping workshop I attended a Justin Robbin’s session on metrics. Justin began by asking attendees the most important metric they tracked. The post What is the Most Important Contact Center Metric? Think about it […].

Contact Center 195

Contact Center Metrics Workshop Presentation 195

Experience Investigators by 360Connext

DECEMBER 15, 2023

Combine this with a customer experience champion program within your organization and watch culture really shift. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Keep mentioning the metrics – try metric of the month!

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. Agent Performance Metrics Behind every successful contact center are the agents who breathe life into it.

Contact Center 260

Contact Center Multi-Channel Net Promoter Score Metrics 260

InMoment XI

MAY 2, 2024

With locations pages, you are able to track location-specific metrics such as impressions, website, call, and navigation clicks. Engage with Influencers and Local Guides Harnessing the influence of social media influencers and local guides presents a dynamic opportunity to amplify your business’s presence and reach.

Retail 260

Retail Customer Retention Management 2024 260

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. A positive internal culture translates into positive external perceptions. A talented and knowledgeable team contributes to a positive workplace culture, which, in turn, enhances your brand’s overall reputation.

Brands 378

Brands Management Multi-Channel Social Media 378

InMoment XI

MAY 14, 2022

And while guiding metrics like NPS and OSAT can serve as barometers for how well the company is meeting customer expectations, do not ignore customer stories (e.g., Your presentation and offering must be in line with their self-concept and aspiration—especially those with the highest lifetime value. Step #4: Create a Congruent Culture.

Brands 493

Brands Loyalty Retail Competitive Advantage 493

ijgolding

NOVEMBER 22, 2016

What all seasoned customer experience professionals know, is that you can have all the tools and methodologies in the world, but if the culture of an organisation does not support your ability to transform the way that organisation behaves, then customer centric transformation may remain a pipe dream. It is not a project or an initiative.

Customer Centricity 113

Customer Centricity Culture Magazine Customers 113

BlueOcean

OCTOBER 23, 2023

Culture Describe your corporate culture including how it is differentiated from your competition. How does your corporate culture align with your understanding of our own company, values, and culture? What KPIs/metrics do you measure in tracking the effectiveness of your escalations from AI to live agents?

Customer Care 177

Customer Care Contact Center Culture Measurement 177

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. by Sam Frampton. on 4 Jun 2019.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

COPC

MARCH 11, 2024

and Centrical have teamed up to present the Improving Contact Center Retention Series, offering strategies to increase call center retention and lower attrition-related expenses. Below, we present the culmination of our insights with critical questions that leaders need to consider throughout the employee lifecycle. See Figure 2.

Call Center 97

Call Center Contact Center Culture Engagement 97

Playvox

SEPTEMBER 28, 2021

Quality scorecard monitoring ensures customer service standards are met and exceeded using an adapted set of metrics to measure agents’ performance. Start by exploring these strategies to turn your QA metrics into QA gold. Deliver Scoreboard Metrics to the Agent in Real-Time. From Data Disconnect to QA Scorecard Success.

Contact Center 52

Contact Center Metrics Call Center Measurement 52

Experience Investigators by 360Connext

MARCH 8, 2021

Let’s dig into some of the ways you can create the right environment for the right education to create a customer-centric culture. You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

ClientSuccess

AUGUST 30, 2018

Notably, Carine Clark , CEO of Banyan , presented at last year’s premier customer success leadership event in Sundance, Utah, and her message was both powerful and practical. Ultimate Guide to SaaS Customer Success Metrics. I’ve learned not to waste time on bad people or on bad experiences,” she said at the 2017 CS100 Summit.

Presentation 40

Presentation Leadership Customer Success 2017 40

RapportBoost

OCTOBER 20, 2018

Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. RapportBoost.AI Learn more about how to supercharge chat conversations for your brand from the team at RapportBoost. 23 appeared first on RapportBoost.AI.

Contact Center 70

Contact Center Webinar Presentation Sales 70

Daniel Group

NOVEMBER 30, 2022

how to use CX metrics most effectively. Then, over the coming months, we will present more in-depth discussions of the significant conference components to help you improve your CX program. Our keynote speaker, Fred Reichheld , presented a new way of evaluating the financial impact of better CX. Who was there?

2022 98

2022 NPS Net Promoter Score Presentation 98

CX Accelerator

JANUARY 25, 2019

Let's explore the metrics, processes, and culture capable of fostering both happy customers and happy employees. Metrics I have an easy formula for you. The authors introduce both a methodology and a metric ultimately answering the question "why do people work?" Culture Time for the most crucial element, culture.

Connections 140

Connections Culture Metrics Employee Experience 140

SurveySensum

FEBRUARY 20, 2024

Creating content that resonates with different cultures and reaches target audiences no matter the language they speak is the aim of any effective localization strategy. Analyze who your audience is and find out more about their pains, cultural nuances, and preferences. Pay attention to cultural values and online behaviors.

Culture 52

Culture Metrics Feedback Demo 52

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

ClientSuccess

NOVEMBER 1, 2017

Join Dave Blake (CEO of ClientSuccess) and Dan Demas (VP of Customer Success at Pendo) as they share 5 metrics that matter for product and customer success teams. This webinar will help product and customer success teams, understand which metrics are unique and which are shared. Overlapping metrics between customer success and product.

Webinar 40

Webinar Metrics Customer Success Demo 40

Qualtrics

DECEMBER 9, 2020

But growing healthcare consumerism has highlighted the need for healthcare systems to ignite a strong patient experience culture – which naturally results in better business outcomes. On building a culture of patient experience. It shouldn’t be just some metric that we track to drive accountability. I love clinical care.

Culture 52

Culture Healthcare Leadership Metrics 52

Experience Investigators by 360Connext

MAY 12, 2020

We communicate most effectively when we present logic, emotion, and symbolism. With this in mind, let’s look at how we can present an argument for CX done well. This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Customer Bliss

FEBRUARY 23, 2016

This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company. Some CX leaders do this work in a vacuum – reviewing data, identifying problems and then presenting. They must show up and present as strategic. The role is NOT that.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 56

Culture White Paper Net Promoter Score Airlines 56

Customer Bliss

NOVEMBER 1, 2018

How do you hold yourself accountable when managing culture and employee experience? Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. To her, being present is a deep immersion of understanding the experience.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

Retently

MARCH 18, 2024

In this context, three main customer satisfaction metrics stand out due to their effectiveness and widespread usage: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Questions measuring key metrics (CSAT, CES, NPS). directly assess the resolution’s effectiveness.

Customer Service 130

Customer Service Net Promoter Score Customer Service Representative NPS 130

Retently

MARCH 16, 2022

With new SaaS companies popping up every day and a customer-centric culture coming into play, there’s (understandably) some confusion about how to manage customer interactions. There’s never an opportunity to help customers with the future, as they’re too busy fighting fires in the present! Admittedly, both roles are related.

Customer Success 164

Customer Success Net Promoter Score Customers Customer Retention 164

COPC

FEBRUARY 15, 2024

It presents the COPC Standards Committee’s observations on the application of AI in CX and the approach to determine potential changes to the Standard. Additionally, it examines the terminology used in the Standard and identifies emerging metrics that are candidates for inclusion.

Contact Center 52

Contact Center Metrics Definition Call Center 52

NICE inContact

DECEMBER 5, 2017

The average lifespan of a contact center agent is traditionally short, resulting in human resource departments trying to understand this costly trend, usually turning to some kind of retroactive metric. These metrics can show why an agent left, but not how the company could have kept them. Culture / work environment / team.

Contact Center 96

Contact Center Culture Metrics Leadership 96

Customer Bliss

AUGUST 10, 2018

Because rather than the CCO dissecting information, making decisions, and presenting to leaders to sell them priorities to work on, leaders make the decisions as a team. In the customer room, the outcomes of the competencies are presented by the stage of experience. And why does the customer room work?

Chief Customer Officer 111

Chief Customer Officer Engagement Leadership Culture 111

BirdEye

NOVEMBER 21, 2022

How to get started with social media analytics How to use social media analytics Collect the right data Monitor metrics regularly Visualize the data Make recommendations Frequently asked questions Birdeye: An all-in-one marketing tool. Track relevant metrics – After selecting a platform, it’s time to start collecting data.

Social Media 98

Social Media Definition Multi-Channel Metrics 98

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Michel Falcon Experience

APRIL 11, 2019

Earlier this year, Jayson Gaignard, WeWork and I hosted a fireside chat where Jayson interviewed me about my People-First Culture book. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. How was the culture at 1-800-GOT-JUNK?

Culture 60

Culture Books Leadership Hospitality 60

Customer Bliss

DECEMBER 16, 2014

There are skill sets specific to driving culture change that need to be present when doing this customer experience work. Accountability Metrics – Translating and adapting the variety of customer experience metrics. The lack of these six skills comprises the execution chasm.

Customer Change 204

Customer Change Metrics Workshop Customers 204

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

Webinar 98

Webinar 2022 Customer Success Metrics 98

CCO Council

OCTOBER 7, 2019

And the only way to demonstrate business outcomes is to present a business case—and then use that business case as the guardrails for what we do going forward. This requires an honest look at the culture and politics of the organization and a creative, marketing-oriented approach to engaging the organization, one employee at a time.

Presentation 40

Presentation Financial Return on Investment ROI 40

Experience Investigators by 360Connext

AUGUST 17, 2021

What metric went up? CX meetings require thinking about the past, present, and future of the customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . Set “alerts” for those minor changes in metrics to watch in future sessions. Start with a story. What went down?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Customer Bliss

AUGUST 16, 2018

Lee, who has over 25 years of experience in customer success management, shares how determining the power core at Yellowfin helped him understand the company’s culture, which laid the groundwork for his CX strategy. Infuse CX around the core culture of the company: When you’re in B2B, operations can sometimes be very sales-driven.

Customer Experience 111

Customer Experience Chief Customer Officer Call Center B2B 111