Kustomer

AUGUST 6, 2020

Unless you want to potentially lose about 80% of your business, you need to stay on top of your customer service performance. If you’re not exactly sure how to measure customer service performance, consider the following methods and metrics. Top Benefits of Monitoring Customer Service Satisfaction.

Metrics 102

Metrics Measurement Customer Service Net Promoter Score 102

CustomerSuccessBox

APRIL 19, 2022

Basically, Customer journey analytics is a means to analyze how your customer engages with your product within a customer journey. Why is it important to have Customer Journey Analytics? Increase customer lifetime value, Improve customer loyalty, and Drive revenue growth. Customer Experience Teams.

Customer Journey 52

Customer Journey Metrics Touchpoint Advertising 52

NetBase

APRIL 9, 2020

With uncertainty all around us, the time has never been better to do an internal brand analysis, and cosmetic brands have a bevy of untapped insights to explore. Next generation AI-powered consumer and market intelligence works wonders when combined with brand specific customer data – assuming you have the right solution! ?Customer

Insights 60

Insights Brands Social Media Fashion 60

Win the Customer

DECEMBER 14, 2015

I recently worked with an organization who wanted to tap into more detailed information about their customer interactions only to find out that their phone provider was greatly lacking in offerings for call center metrics. There should be no excuse when it comes to having analytics and insight readily available.

Call Center 78

Call Center Metrics Multi-Channel Management 78

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Experience Investigators by 360Connext

AUGUST 9, 2022

But if teams are collecting insights, sharing them with certain teams and leaders, and then immediately moving on to the next survey, that’s not truly a strategy. Collecting customer feedback is a piece of the puzzle. Why do we need these insights? What is the goal of responding to these insights?

Net Promoter Score 143

Net Promoter Score Metrics Customer Journey Mapping Customer Journey 143

Think Customers

FEBRUARY 11, 2020

So clearly our customers want it to be faster and easier. How does this insight translate to creating a good online user experience? Some customers like real-time feedback. How do you balance data decision-making with the human side of customer experience? We actually just showed them numbers in the last six months.

Customer Care 52

Customer Care Contact Center B2C B2B 52

CSM Magazine

MARCH 13, 2024

Overall, the enhancements empowered customers to engage with the brand on their channel of choice – whether self-service, email, web or chat. Beyond the quantifiable metrics, the project also delivered a vastly improved experience for Sweaty Betty’s customer service agents.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

Travel 156

Travel 2021 Customer Care 2019 156

BlueOcean

DECEMBER 18, 2018

AI can be a powerful tool, but it is just one cog in the customer care engine. AI should enhance the customer experience through seamless, elegant integration with live agent support – allowing agents to focus on higher value or higher complexity scenarios requiring human intelligence and decision-making. MEASURING SUCCESS.

Contact Center 195

Contact Center Measurement Metrics Omnichannel 195

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics Customer Care 2019 Measurement 219

Pointillist

MARCH 20, 2020

After changing the language in this specific IVR node, more customers make their payment within the IVR, which leads to a reduction in IVR leakage, call volume and call center costs. The CX team leverages this insight to prioritize a project to improve the user experience of their mobile app.

Customer Journey 70

Customer Journey Insights NPS Banking 70

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. They explored ways they are using social media insights to boost their marketing strategy. Jane Fieldsend, Social Insights Manager, L’Oréal. But how does this look? Let’s check out a recap!

Social Media 40

Social Media Insights Marketing Consumers 40

NetBase

NOVEMBER 7, 2019

Every marketer must have real-time social insights they can trust to inform strategic decision-making for their businesses. They explored ways they are using social media insights to boost their marketing strategy. Jane Fieldsend, Social Insights Manager, L’Oréal. But how does this look? Let’s check out a recap!

Social Media 40

Social Media Insights Marketing Consumers 40

Beyond Philosophy

FEBRUARY 10, 2022

A larger strategy for using your data is equally as crucial to your gained insights as improving experiences for customers is for connecting to your bottom line. . Stuart understands the problems that can happen once you have a slew of customer insight but don’t know how to use it for your customer strategy or experience. .

Measurement 166

Measurement Customer Experience Net Promoter Score Customer Satisfaction 166

Feedbackly

OCTOBER 13, 2022

EVI® is a CX metric designed to measure customers’ emotional experience with the brand. It is a KPI that helps you track, measure, and analyze how customers feel about your business and understand its impact. You can use it to identify pain points and improve the overall customer journey. Awareness. Product/Service.

Customer Journey 64

Customer Journey Measurement NPS Social Media 64

Horizon CX

JUNE 27, 2023

Imagine a scenario where a company’s marketing campaigns project an image of exceptional quality and superior customer care. However, when customers interact with the company’s representatives or use their products or services, the experience falls short of the promised brand perception.

Customer Experience 52

Customer Experience Customer Centricity 2023 Culture 52

Fox Metrics

NOVEMBER 19, 2020

The insights generated acts as a guide that helps you improve performance and achieve your goals. With the FoxMetrics social media analytics tool , you’ll get insights on what to expect, how to act, and the right decisions to make for social media. The tool helps you discover key data points and garner tremendous insight into growth.

Social Media 59

Social Media Metrics ROI Measurement 59

Lithium

DECEMBER 17, 2020

Are You Using The Right Engagement Metrics For Your Brand? In this blog series, a member of the Khoros Strategic Services team dives into a topic they have helped many enterprise brands with, sharing their insights and best practices. Custom Metrics: 3 Tips and Use Cases for Improving Reporting. Community Hackathon?

2020 52

2020 Innovation Metrics Events 52

Lithium

DECEMBER 7, 2020

Are You Using The Right Engagement Metrics For Your Brand? In this blog series, a member of the Khoros Strategic Services team dives into a topic they have helped many enterprise brands with, sharing their insights and best practices. Custom Metrics: 3 Tips and Use Cases for Improving Reporting. Community Hackathon?

2020 52

2020 Innovation Metrics Events 52

CSM Magazine

FEBRUARY 12, 2024

By initiating these calls, businesses can provide personalized assistance, address inquiries, and offer valuable insights and recommendations. It also allows businesses to gather feedback, refine products or services, and enhance the customer experience. In addition, outbound voice communication is not only about sales.

Communication 52

Communication Contact Center Omnichannel Call Center 52

BirdEye

SEPTEMBER 29, 2023

By putting the customer front and center, you can translate your product’s features into benefits customers care about. Buyer personas help develop better products with insight into customer requirements Buyer personas are especially helpful before you invest significantly in product development and marketing strategies.

Insurance 110

Insurance Social Media Multi-Channel Advertising 110

GetFeedback

SEPTEMBER 25, 2018

It’s no longer a secret that excellent customer service is the new competitive advantage. When you’re looking for ways to improve your business’s customer service, there’s no better resource than customer feedback. Not all surveys are created equal. Keep it short and sweet. The more concise you can be, the better.

Customer Journey Mapping 207

Customer Journey Mapping Net Promoter Score NPS Customer Journey 207

Magellan Solutions

SEPTEMBER 29, 2023

Enhancing customer satisfaction includes the following: Resolving issues promptly Offering personalized solutions Demonstrating genuine customer care As satisfaction levels increase, customer loyalty and advocacy also rise. Aside from being repeat buyers, loyal customers refer your business to others.

Customer Satisfaction 52

Customer Satisfaction Loyalty Reference Exceptional Customer Service 52

BlueOcean

AUGUST 7, 2018

If, on the other hand, you’re the VP of Customer Care or Customer Experience, you can use this guide to ensure alignment between your vision and the tightly-organized process your procurement team will run. This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process.

Contact Center 189

Contact Center Culture Fashion Consulting 189

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). By starting from the inside.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

NetBase

JUNE 1, 2020

SMWONE was an entirely online event this year and NetBase Quid was an eager participant in a good number of panels, sharing consumer and market intelligence insight. This was arguably the best yet, with industry leaders bringing insight to inform every aspect of effectively running a global enterprise.

Consumers 64

Consumers Marketing Social Media Events 64

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. What is a Voice of Customer (VOC) program? Our main takeaway?

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Agent Activity Metrics. Branded In-App Messaging. Get ready for summer: Bring your own bot.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Agent Activity Metrics. Branded In-App Messaging. Get ready for summer: Bring your own bot.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

AUGUST 28, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Agent Activity Metrics. Branded In-App Messaging. Get ready for summer: Bring your own bot.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lithium

JULY 8, 2019

As of July 11, 2019, all Khoros Care customers will have access to branded in-app messaging, automation framework, and agent activity metrics — all included with your current Care subscription. Agent Activity Metrics. Branded In-App Messaging. Get ready for summer: Bring your own bot.

Social Media 40

Social Media Metrics Customer Care Innovation 40

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. Find out more about how Watchshop uses customer insights to improve their product pages.

Customer Experience 83

Customer Experience Feedback 2025 Retail 83

Comm100

DECEMBER 14, 2017

Gathering Insight. This is an overlooked factor in creating a great customer experience which most companies take lightly, or don’t often do at all. Clearly defined metrics need to be selected upfront to ensure that the measurement is relevant. Can we turn data into insights for the project? Download Now.

Customer Experience 92

Customer Experience ROI Metrics Net Promoter Score 92

BlueOcean

DECEMBER 16, 2019

While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting to, yes, customer care. How will the holiday spike impact your SLA and KPIs?

Contact Center 156

Contact Center Transportation 2014 2020 156

GetFeedback

FEBRUARY 15, 2019

To get valuable insights, you have survey strategically. NPS can illuminate the customer journey at each stage when properly segmented. Companies can identify which areas of business are performing well versus poorly by examining customer feedback from each phase. In a way, this forms a timeline of customer happiness.

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150