ShepHyken

MAY 16, 2022

Each week I read many customer service and customer experience articles from various resources. Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics.

Article 65

Article 2022 Customer Service Net Promoter Score 65

SurveySensum

NOVEMBER 8, 2023

When formulating customer service strategies, organizations must learn how to balance automation and human interaction. Measuring and Optimizing CX Automation It is important to analyze the level of customer satisfaction with the available data.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

Talkdesk

APRIL 28, 2016

We have powerful brands like Nordstrom, American Express and Zappos proving to the world that customer service can actually be a source of sustainable competitive advantage, not just another expense on the balance sheet. So wouldn’t you expect empathy to be at the core of every company’s customer service strategy?

Customer Service 45

Customer Service Net Promoter Score Call Center Competitive Advantage 45

Retently

MARCH 18, 2024

This process can help companies refine their customer service strategies , ensuring they provide the best possible support to their customers. Thus, businesses use three main types of customer service surveys to measure customer satisfaction and loyalty.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

delighted

OCTOBER 5, 2021

Outstanding customer service interactions are capable of producing fierce brand loyalty in a short period of time. That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Customer Effort Score (CES).

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

Think Customers

OCTOBER 11, 2021

It’s incredibly important to take these everyday interactions from associates and customers and quantify them in a tangible way. Metrics only provide a superficial preview into the relationship between customers and associates, with the scores only reflecting a person’s feelings on a single interaction and not the brand.

Contact Center 52

Contact Center NPS Metrics Net Promoter Score 52

ShepHyken

JULY 24, 2023

Why B2B Companies Must Shift Their Focus From Sales To Customers by Dan Gingiss (Dan Gingiss) All too often, B2B sales overshadow every other business metric – including the retention of existing customers. It’s a decent short-term strategy, but if you’re building a company for the long-term, you need lots of loyal customers.

Article 12

Article Customer Service 2023 Retail 12

ShepHyken

APRIL 2, 2021

Delivering excellent customer service means understanding the ins and outs of your customer personas, your competitive landscape, your business, and – of course – your own organization and industry. Misconception #3: Speed is the most important customer service metric.

Customer Service 112

Customer Service E Commerce E-support Average Handle Time 112

Lumoa

SEPTEMBER 11, 2023

With customers willing to pay higher prices for quality service, every company is looking to upgrade its customer experience capabilities. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance.

Definition 83

Definition Customer Experience Net Promoter Score NPS 83

Lumoa

SEPTEMBER 11, 2023

With customers willing to pay higher prices for quality service, every company is looking to upgrade its customer experience capabilities. Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance.

Definition 83

Definition Customer Experience Net Promoter Score NPS 83

Comm100

SEPTEMBER 28, 2022

KPIs can measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. By focusing on the right KPIs, you can assess how smoothly your customer service operations are running or drill into specific problems.

Measurement 96

Measurement Average Handle Time Metrics Customer Satisfaction 96

Thematic

SEPTEMBER 24, 2024

Integrating VoC Data with Other Customer Data Sources Challenge : Voice of the Customer data often exists in isolation from other critical data sources, such as operational data (sales and customer service metrics) or CRM systems. This can limit its value in providing a complete customer view.

Voice of Customer 62

Voice of Customer Social Media Feedback Net Promoter Score 62

Kustomer

NOVEMBER 3, 2022

To meet this expectation, companies have to be forward-thinking about their customers’ wants and needs to get ahead of the curve — they need to be providing proactive customer support. What is proactive customer service and how is it different from reactive customer service? What is proactive messaging?

Omnichannel 88

Omnichannel Competitive Advantage Net Promoter Score Customers 88

Comm100

MAY 28, 2020

KPIs can be used to measure the success of a company’s customer service strategy, the quality and effectiveness of its support, how well its agents are performing, and more. Here are a few things to look for when studying this metric: • How many chats are agents accepting as opposed to rejecting or passing to other agents?

Average Handle Time 52

Average Handle Time Management Customer Satisfaction Download 52

Talkdesk

AUGUST 20, 2015

Before answering Tincher’s question for yourself, consider this statistic from Bain & Company : When surveyed, a whopping 80% of companies believed that they were offering a superior customer service experience, but when that question was thrown to customers, only 8% agreed.

Loyalty 53

Loyalty Customer Experience Webinar Call Center 53