InMoment XI

JUNE 15, 2022

Wondering how to measure survey success? Find out in this white paper by expert Dave Ensing! We’ve got you. What about increasing your response rates? We’ve got you there, too. Check out this list of our most game-changing survey best practices here: Focus on Your CX Program to Improve Your Response Rates.

White Paper 260

White Paper Consulting Feedback Employee Experience 260

NICE inContact

NOVEMBER 2, 2021

To learn more, download our complimentary white paper, The Ultimate CX Agent Guide: Hiring, training, onboarding, and measuring agents in a digital-first world. But you can do even more to meet your CX goals by focusing on every aspect of the agent employment life cycle, beginning with the hiring process.

White Paper 83

White Paper Customer Experience Contact Center Download 83

Daniel Group

SEPTEMBER 22, 2022

Three Steps to Excellent CX: Measure, Manage, and Improve. A 2022 white paper sponsored by Emplifi highlighted the importance of providing great CX and how far many companies are from achieving it. It is quite simple—Measure, Manage, and Improve. Step 1, Measure. It includes qualitative as well.

Measurement 52

Measurement Management White Paper B2B 52

Education Services Group

SEPTEMBER 4, 2018

The need to measure product utilization and/or subscription consumption is a no-brainer. What’s not so straightforward is how to measure these activities and what to do to prevent problems. At my previous company, measuring utilization was a manual process by downloading the raw data and creating pivot tables to look at usage.

Customer Retention 49

Customer Retention Measurement Management White Paper 49

Daniel Group

OCTOBER 8, 2022

I recommend my two recent blogs for further reading on how you can continue to improve your CX program: Three Steps to Excellent CX: Measure, Manage, and Improve Does Emotionally Engaging with Customers Matter? As always, I welcome your feedback and would love to hear from you about your CX successes we can share with our clients.

White Paper 52

White Paper 2022 Feedback Measurement 52

ClientSuccess

JANUARY 11, 2023

To help organizations get the most out of this important function, there are now a variety of resources available: from websites and white papers to webinars, conferences and technologies. Measure customer success metrics for meaningful insights. Always prioritize the customer’s success over short-term profit margins.

Customer Success 80

Customer Success White Paper Loyalty ROI 80

XMplify

SEPTEMBER 3, 2020

The thorny matter of measuring the ROI on your CX investments hasn’t gone away over the summer. I am sharing a link to a white paper I co-wrote with Clare Kavanagh of W5 on the back of the CXPA Ireland webinar in July on.

White Paper 52

White Paper ROI Webinar Customer Experience 52

Kitewheel

SEPTEMBER 16, 2019

According to a recent Forrester report, “ The Journey Measurement Framework: Assess And Predict Journey Performance, ” customer experience professionals often don’t know whether the customer journeys they implement deliver actual value to customers. To solve this, leaders need to implement a journey step focused measurement framework.

Measurement 40

Measurement White Paper Customer Journey Document 40

Gainsight

OCTOBER 25, 2021

Measure customer feedback. Learn How to Measure Success the Right Way. Once that is accomplished, you must start measuring the right metrics to determine success. Download our white paper and learn how the top SaaS organizations measure success for their product strategies. Launch product.

Feedback 98

Feedback White Paper Roadmap 2024 98

Talkdesk

DECEMBER 1, 2020

Developing: The Stage 2 contact center is focused on problem solving rather than relationship building and typically aligned to touchstones like Customer Satisfaction Score (CSAT), so the organization can more easily track their progress and has a measurable benchmark against others in their market.

Contact Center 104

Contact Center White Paper Roadmap Webinar 104

NICE inContact

JULY 26, 2019

From robotic procession automation to machine learning and intelligent analytics, AI’s impact on profits is clear — even with a measured, practical approach. Discover the possibilities in our latest white paper: AI for CX: Practical Investments, Proven Return. Download the white paper today.

Contact Center 55

Contact Center White Paper Call Center Download 55

inmoment

JULY 6, 2020

As we outline in our recent white paper on this subject, Five Predictions About The Future of Retail Banking , retail banking brands can achieve this goal by asking the right questions. Check out our new white paper “ Five Predictions About The Future of Retail Banking ” by retail banking CX expert Jennifer Passini.

Banking 52

Banking Retail White Paper Financial 52

Daniel Group

FEBRUARY 1, 2023

However, the one crucial thing that an effective customer feedback program provides is a measure of performance. One of the things I learned early in my business career is that if you can’t measure, you can’t manage it. So it is time to measure CX at your company!

B2B 59

B2B White Paper Innovation Measurement 59

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. appeared first on.

Customer Satisfaction 60

Customer Satisfaction Measurement White Paper B2C 60

Gravy Analytics

AUGUST 19, 2019

Use Visitations to measure foot traffic at places of interest, to determine consumer engagement, and for competitive benchmarking. Place category and name are also provided for each visit; this lets analysts working with Visitations data aggregate visits by interest or category, when required. How can I use Visitations?

White Paper 71

White Paper Hotels Travel Consulting 71

Confirmit

JULY 7, 2017

This causes management to focus primarily on efficiency metrics to measure success while failing to realize the potential of the contact center to serve as a driver of long term profitable customer relationships, and a source of competitive differentiation. Voice of the Customer White Papers.

White Paper 40

White Paper Contact Center Metrics Customer Relationships 40

Zeisler Consulting

SEPTEMBER 15, 2021

How about if we use a different way of measuring the success of a CX program? ( Here’s a starting point, where I recommend using the Brand Alignment Score.) So how about if we readjust the expectations of CX?

White Paper 93

White Paper Sales Brands ROI 93

Zeisler Consulting

JUNE 30, 2021

If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years. That’s awesome, and I’m sure the entire leadership team is intrigued.

White Paper 93

White Paper NPS ROI Metrics 93

Kayako

MAY 13, 2022

Simply put, customer satisfaction measures whether your products and service meet or exceed your buyers’ expectations. White papers. In recent years, the rise of social media put the customer in charge of the brand conversation. Other content sources include: FAQ sections. Blog posts. User guides. How-to guides.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

GetFeedback

FEBRUARY 15, 2019

Net Promoter Score is a trusted measure of customer loyalty. Many companies measure NPS, but few use it to its fullest potential. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you. It’s time to implement a Net Promoter Score (NPS) program. Who are they?

Net Promoter Score 150

Net Promoter Score NPS White Paper Feedback 150

CloudCherry

JANUARY 22, 2020

A recent Forrester white paper entitled How to Transition Your Voice-Of-The-Customer Vendor explains that “failure is not always the vendor’s fault.” With a clear way to measure your transition, you’ll be able to determine when your VoC program begins to produce a return on your investment.

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White Paper Social Media Feedback 2019 243

Currency Alliance

NOVEMBER 24, 2016

At Currency Alliance, our framework for the measurement of loyalty programs is based on the belief that “Engagement” is the common denominator and “Advocacy” and positive, increasing Life Time Value (LTV) are the primary goals. Measuring “engagement” comes down to: • Registrations for the Loyalty Program. Redemptions. Redemptions.

Measurement 40

Measurement Loyalty Loyalty Programs Download 40

AskNicely

DECEMBER 4, 2018

Still others may trigger a survey ‘after a call to the call center’ or ‘after a service call’ These are just a few of the possible moments of truth to measure, and yours will be based on your specific customer journey. Download our white paper on The New NPS Best Practices.

White Paper 60

White Paper Net Promoter Score NPS Call Center 60

Totango

AUGUST 23, 2022

White papers. Standardizing and automating touchpoint workflows help you define key performance indicators (KPIs), which can be used to monitor and measure the quality of your customer’s experience at each touchpoint. Touchpoints may involve any medium you use to interact with customers, including: Search engine marketing.

Touchpoint 115

Touchpoint Customer Journey B2B Customer Journey Mapping 115

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Often they’re either biased, not timely or not actionable.

Customer Experience 52

Customer Experience White Paper Contact Center Competitive Advantage 52

CSM Magazine

JUNE 7, 2023

Therefore, you will need to implement robust security measures and ensure compliance with relevant regulations. Consider publishing informative blogs, articles, white papers, or guides, that will help you share your knowledge and best practices with others.

2023 52

2023 White Paper Social Media Document 52

Amity

OCTOBER 10, 2016

Outcomes: measures of value that customers receiving. More esoteric measurements can be scored, too. If you determine that customers who download your white papers are more likely to renew, or paying their bills on time points to good health, those activities can be added to the mix. Both have merit.

Customer Success 64

Customer Success White Paper Net Promoter Score Management 64

Gainsight

OCTOBER 28, 2021

Luckily, there are a few ways to measure product-market fit and launch a growth plan that’s worth your time and energy. It’s a way of measuring whether your product and the service your features offer are filling a demand. Measuring growth retention rates shows you how well you’re repairing those holes and driving long-term value. .

Marketing 52

Marketing White Paper Roadmap Metrics 52

Confirmit

AUGUST 10, 2019

It’s well known that a VoC program can have a measurable financial impact on your business by enabling improvements in key metrics such as customer churn, customer spend, and cost of service. Download the White Paper now.

ROI 40

ROI White Paper Customer Experience 2011 40

Up Your Service

MAY 25, 2017

In the white paper, Engineering a Service Revolution that was recently cited in Harvard Business Review , we outline Four Rules, including a rapid and comprehensive plan to educate and motivate employees at all levels,leaving little room for negative influence to grow or fester. Focus on Service Education.

Culture 75

Culture White Paper Workshop Customer Satisfaction 75

Customer Bliss

JUNE 27, 2017

She also downloaded “tons of white papers” and read thought leadership (including one of my books!). Cross-business agreement on how to measure the customer experience (shared metrics, what’s important, how does this lead to prioritization of work, etc.).

Retail 0

Retail Leadership Customer Experience White Paper 0

Confirmit

JANUARY 9, 2018

What’s more,Action Management facilitates advanced reporting so you can measure your program’s impact while improving efficiency. Voice of the Customer Voice of the Employee Market Research White Papers. Download the factsheet to learn more.

White Paper 40

White Paper Management Download Customer Voice 40

Confirmit

JANUARY 9, 2018

What’s more,Action Management facilitates advanced reporting so you can measure your program’s impact while improving efficiency. Voice of the Customer Voice of the Employee Market Research White Papers. Download the factsheet to learn more.

White Paper 40

White Paper Management Download Customer Voice 40

West Monroe

MARCH 27, 2017

If you have read our white paper “ Becoming a Customer-Centric Bank ,” you are familiar with the four jigsaw puzzle pieces to become customer-centric: Sales Fundamentals. One of the most valuable assets to your Banking CRM is the ability to measure results within your Sales teams and overall business.

Banking 40

Banking White Paper Loyalty Customer Centricity 40

Calabrio

JULY 29, 2016

While random sampling should absolutely be a part of any contact center’s quality assurance measures, it should not be the only sample. The quality of a call is not wholly measurable by the conversation alone. Read this Calabrio sponsored white paper by DMG Consulting for best practices in analytics enabled quality assurance.

Contact Center 56

Contact Center White Paper Omnichannel Call Center 56

CSM Magazine

JANUARY 12, 2021

Perhaps your objectives are more qualitative and based on measures of customer satisfaction, customer effort and customer lifetime value? For more ideas and inspiration, download our latest white paper entitled “The CX Leader’s Ultimate Guide to Successful AI Projects”. About the Author. Established in 2014, EBI.AI

White Paper 52

White Paper Average Handle Time Automotive Transportation 52

COPC

NOVEMBER 5, 2021

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. We discuss these topics more in-depth in the white paper , The 2021 State of Contact Center Vendor Management. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52