ShepHyken

APRIL 11, 2017

However, according to the annual Net Promoter Score® benchmark survey from 2016, it was found that 90 percent of the companies were not clear if, after implementing their Net Promoter Score® program, whether they had increased customer retention. Shep feels that NPS is one of the simplest, yet most powerful feedback measurement tools.

Customer retention 209

Customer retention Benchmark Surveys CRM 209

Fonolo

NOVEMBER 17, 2020

In 2017, more contact centers will recognize the impact of tracking analytics and use those benchmarks for future growth. Understanding and benchmarking against these metrics is still the best way to maintain high standards of customer service. Social Media ? a Not-So-Secret Weapon. Up from just 2.2% The Value of Metrics.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Netomi

JANUARY 5, 2022

Thompson is also co-author of The Blueprint to CRM Success and author of the groundbreaking report “Customer Experience Management: A Winning Business Strategy for a Flat World.”. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Comm100

DECEMBER 22, 2016

“Although the use of brands’ mobile apps has exploded since 2008, ‘brand app fatigue’ is starting to settle in. In live chat, advanced integrations can include screen sharing, analytics, help desk, CRM applications, and more. Free Download] 2016 Live Chat Benchmark Report. ” – The Harvard Business Review.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36