Nicereply

MARCH 14, 2023

Packed with helpful advice relevant to leaders of all kinds—including support managers—this book shows the difference between leading and managing and comes with plenty of personal examples to inspire you in your role. You’ve become the bad person in this scene. How did that ever happen?”

Management 98

Management Call Center Metrics Entertainment 98

CCNG

OCTOBER 19, 2022

(Oracle, 2011) Businesses have a 60 to 70% chance of selling to an existing customer while the probability of selling to a new prospect is only 5% to 20%. Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Forrester, 2016) The average email survey response rate is 24%.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Tethr

JUNE 21, 2019

In 2008 when we first reported on our findings, we recommended companies use a new metric—the Customer Effort Score—to gauge the level of effort in their customer experience. The original CES was a survey question that asked customers how much effort they had to put forth to get their issue resolved.

Surveys 68

Surveys Coaching Customer effort Metrics 68

Comm100

APRIL 12, 2018

It is important to measure customer experience, not only to avoid wasting resources but also to ensure you’re truly improving the experience. The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction.

Customer Experience 61

Customer Experience Surveys Feedback Metrics 61

Lumoa

JUNE 28, 2018

As an active user of HubSpot you would deal with on average one customer survey per week about a variety of new features (which are released extremely often) or about customer support. For HubSpot, it’s crucial to act on customer feedback as soon as they receive it. We're trying to improve our NPS target constantly.

Customer centricity 64

Customer centricity Feedback Surveys Finance 64