article thumbnail

How to Use CX Metrics to Find Bottlenecks to Product Led Growth

InMoment XI

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.

Metrics 260
article thumbnail

Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

These scorecards typically encompass a range of key employee and customer experience KPIs and metrics specific to the agent’s responsibilities. Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Metrics Killed the Customer Experience Star

Experience Investigators by 360Connext

And yet, we are doing our best to only respond to metrics in business. So many companies rely so heavily on metrics they miss what might be a small problem leading to a larger one. And don’t let the metrics lie to you. It is well documented that it costs much more to gain a new customer than to keep an existing one.

Metrics 252
article thumbnail

Using Customer Satisfaction Metrics: NPS Best Practices

Totango

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . Document how long onboarding takes.

article thumbnail

The Health of the Contact Center: Are You Ready for 2019?

A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.

article thumbnail

Making Sense of Customer Experience Metrics

PeopleMetrics

And that time is quickly fading away, along with once-common practices like writing checks to pay monthly bills and physically signing mortgage application documents. It's easier to sell a metric to leadership if other high-performing institutions are using it. A metric that everyone understands is a metric that everyone can act on.

Metrics 87
article thumbnail

The Top 4 Customer Experience Challenges and How to Overcome Them

GetFeedback

That will allow you to see the correlations of different metrics. . Use quantitative metrics to encourage your company to understand the direct impact that things like customer loyalty and customer experience have on organizational metrics like churn and recurring revenue. Outdated documentation. It makes sense, right? .