Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. Even total quality icon W.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Those are: Getting more insight on customer mission (using data more effectively, from digital to brick and mortar to call center; none of this is currently joined up or “talking” to each other).

Retail 0

Retail Leadership Customer Experience White Paper 0

CSM Magazine

JUNE 7, 2023

Therefore, you will need to implement robust security measures and ensure compliance with relevant regulations. To make this easier, don’t hesitate to leverage customer data and analytics, as this will help you get valuable insights into your audience so that you can understand who they are and what they value.

2023 52

2023 White Paper Social Media Document 52

COPC

NOVEMBER 5, 2021

These updated contracts reflect the insights and best practices that emerged since the start of the pandemic. When organizations understand which metrics should be measured, they can maximize ROI on this digital touchpoint and use KPIs to adjust staffing models to optimize chat performance. WFH Insights.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Thematic

MAY 27, 2021

Each month, Thematic hosts a virtual roundtable for insights professionals within our community. We’ve been digging into this concept of “insights maturity” at Thematic for some time now. A maturity model is used as a measurement of a company’s continuous improvement in a field. Join our community here.

Feedback 62

Feedback White Paper Definition Banking 62

Eptica

FEBRUARY 6, 2019

Listen to customers – and act on their insight To ensure that your changes are having the right effect, you need to understand what your customers are saying and feeling about you. However, they don’t always give you the qualitative insights that explain why - or the emotions they’re feeling.

2008 73

2008 White Paper 2019 Automotive 73

COPC

OCTOBER 13, 2021

To learn more about these priorities, check out our white paper , The 2021 State of Contact Center Vendor Management. Based on these insights, three best practices for emerging outsourcing priorities are: Formalizing WFH contracts. Metrics unique to chat are: First response time (FRT). Chat transactions. Chat concurrency.

Contact Center 52

Contact Center White Paper 2021 2022 52

Hallmark Business Connections

AUGUST 11, 2021

Your goals and measurements will differ from your digital metrics and strategies. There are no Facebook pixels to track or site analytics to measure conversions. You may have to be creative in determining how to measure the results of your direct mail campaign. How can you help them? Craft a message with a purpose.

Marketing 74

Marketing Magazine White Paper Social Media 74

ClearAction

FEBRUARY 7, 2016

Integrating Customer-Focus & Measurement in Day-to-Day Business. Customer Experience Strategy: 4 Overlooked Key Competencies white paper. Customer Experience Metaphors Offer a Wealth of Insights article. Customer Experience Insights by Stepping into the Customer’s Shoes article. Performance Metrics.

Article 48

Article Customer Experience 2009 White Paper 48

8x8

MARCH 17, 2019

By expanding the footprint of these solutions beyond the traditional boundaries of the contact center, your whole business can gain the immediate insights needed to improve productivity. For example, valuable insights can be gleaned by analyzing interactions between an inside sales team and their prospects.”. The Future is Here.

Insights 91

Insights Contact Center White Paper Return on Investment 91

delighted

AUGUST 23, 2019

You don’t have to talk with everyone, just whoever can give you insight on how customers experience your company. Take note of the steps customers go through, any tools used to interact with customers at those steps, and any insight they can share on how those interactions could be improved. Is this about a white paper that they read?

Customer Experience 41

Customer Experience Customer Journey Mapping White Paper Net Promoter Score 41

CX Journey

APRIL 7, 2016

In this post, we summarize this article and add insights for service leaders and practitioners who would like to know more. Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). Traditional Approaches to Often Don’t Work!

Culture 56

Culture White Paper Net Promoter Score Airlines 56

SurveySparrow

MARCH 26, 2021

The ones in ToFu should be attracted with the help of informational content like blog posts, white papers, etc. 10 Choose your metrics wisely: The effectiveness of your go-to marketing strategy can only be understood if you keep measuring the impact it brings. The post What is a Go-To-Market Strategy?

Marketing 52

Marketing White Paper Advertising Airlines 52

ChurnZero

SEPTEMBER 30, 2021

How do I measure the role’s performance and business impact? Whenever the VP of Sales came to a meeting about numbers and data and metrics, whatever reporting, he never showed up without his sales operations. From people, metrics, processes, they’re really helping layer in the different layers of that foundation.

Customer Success 52

Customer Success Webinar White Paper Sales 52

NICE inContact

NOVEMBER 9, 2018

Older systems often don’t provide convenient access to KPI metrics. There are several industry standard KPIs that can help you measure and benchmark your contact center performance. You will need a good reporting system to monitor many of your contact center KPI’s like ASA and FCR.

Contact Center 49

Contact Center White Paper Omnichannel 2018 49

Comm100

NOVEMBER 6, 2017

This white paper gives you some insights on product grouping, website focus, customer expectations, and live chat measurement that can improve your conversion rate. Like canned messages, automated messages can save you time and can also be used to mark special metrics that you would otherwise have missed.

Social Media 61

Social Media Customer Service White Paper Airlines 61

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 56

Contact Center White Paper Social Media Roadmap 56

Comm100

NOVEMBER 15, 2017

First contact resolution, otherwise known as FCR, is a metric that deals with whether a customer has had their issue solved the first time or not. First contact resolution can be measured across various customer service channels as such: Phone: whether a customer’s issue has been resolved in one phone call.

White Paper 44

White Paper Reference Social Media Download 44

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Calabrio

APRIL 25, 2017

One of the most confounding challenges for modern contact center leaders is reporting on any performance metric that requires information from more than one system or application, each of which is a self-contained silo of data. Historic data. Silos are eliminated and brand can better understand the entire customer journey.

Contact Center 40

Contact Center White Paper Social Media Roadmap 40

Comm100

FEBRUARY 7, 2018

Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content? Does the live chat provider connect management with agent metrics to optimize workflow and agent efficiency?

Customer Engagement 41

Customer Engagement Engagement Social Media White Paper 41

Amity

FEBRUARY 10, 2017

They’re also faced with pressure to improve the way they measure their impact on customers’ businesses as well as their own. To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. What type of metrics do you watch closely?

Customer Success 80

Customer Success Marketing White Paper Net Promoter Score 80

Grade.us

AUGUST 19, 2019

The idea was, if I don't control the SERPs, it will give me great insight into how Google functions, both in terms of how it ranks and in terms of how it brings up those rich elements (like videos). On measuring the quality of brand SERPs and helping Google understand the brand. Raney: Yeah, people like metrics. They like KPIs.

Social Media 29

Social Media Brands Article Blog 29

Qualtrics

OCTOBER 7, 2021

As organizations develop multiple products with a varied number of features, it is critical for them to land the right combination of features in each product to provide an optimal experience as well as maximize their own business metrics. A ‘6 out of 7’ isn’t all that helpful when we are trying to measure the opportunity.

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White Paper Marketing Presentation Consumers 49

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Reduce costs: By improving processes, ensuring compliance and creating greater process consistency.

Multi-Channel 40

Multi-Channel Customer Journey Mapping White Paper Competitive Advantage 40

Amity

APRIL 3, 2014

In an ongoing effort to bring you information and insights from industry experts, Amity is pleased to announce the first post by guest contributor, Ed Powers, a senior executive with a passion for creating high performing organizations and founder of Service Excellence Partners. In this scenario, departmental metrics even make more sense.

Loyalty 48

Loyalty White Paper Metrics Sales 48