Beyond Philosophy
NOVEMBER 28, 2017
Until about a decade ago, most CX and value delivery metrics were built around tangible and quality-related elements of value – price, consistency, speed, completeness, accuracy, durability, and the like. million total survey questions, with several million devoted to emotions and feelings related to experience.
Toister Performance Solutions
APRIL 12, 2018
This comes from this 2005 report from Bain, so it's a little out of date. A total of 450 executives and 3,300 consumers were surveyed, though this study focused specifically on the digital experience. On the bright side, it has improved since 2005! The lesson here is your survey can be really valuable, if you actually use it.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
CX Journey
MARCH 13, 2018
The good news is, more and more company leaders are starting to get that they need to focus on the customer experience; the bad news is, many – most – are still struggling with the concept , choosing instead to focus on sales, metrics, and maximizing shareholder value. Remember that this was 2005. Why does this exist?
Comm100
MARCH 2, 2022
In Acquia’s Customer Experience Trends Report surveying over 6,000 consumers worldwide, only 10% strongly agreed that ‘most brands meet their expectations for what they consider a good experience.’ In the same report surveying 600 marketers of director-level and above, 82% believe they are meeting CX expectations.
Callminer
AUGUST 1, 2017
Metrics, Measure, and Monitor – Make sure your metrics and associated goals are clear and concise while aligning with efficiency and effectiveness. Make each metric public and ensure everyone knows why that metric is measured. Jeff Greenfield is the co-founder and chief operating officer of C3 Metrics.
Kayako
OCTOBER 29, 2015
A particular blog that went viral in 2005 was a more extreme example of outsourcing by AJ Jacobs, editor-at-large in Esquire. The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business. This makes it much more difficult to measure the performance of the team.
CCNG
OCTOBER 19, 2022
Bain, 2005) 87% of marketers say they are delivering engaging customer experiences. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Forrester, 2016) The average email survey response rate is 24%.
Expert insights. Personalized for you.
207 
Let's personalize your content