Taylor Reach Group
MAY 18, 2018
In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. This post was published in 2011 and updates in 2018.
COPC
MAY 19, 2023
Consultants have set up entire businesses profiting from this discourse. However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics. Many clients use multiple metrics to measure customer satisfaction.
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CX Accelerator
FEBRUARY 6, 2019
For those not familiar, the idea of "Next Issue Avoidance" was introduced as part of "The Effortless Experience " in 2011. We are trying to be more consultative about new software releases."this I've never focused on this as a metric so I have a couple of questions - 1. How do you metric-ize this?
Beyond Philosophy
NOVEMBER 10, 2014
In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. February 2006.
PeopleMetrics
NOVEMBER 13, 2015
This scenario brings up two of our focuses at PeopleMetrics—the prospect-to-customer experience and customer experience metrics. And what metrics will enable that support? If REI wants to ensure focus on non-members and members, they’ll have to include additional metrics in their performance assessments. See you soon.
CX Global Media
JULY 12, 2019
In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. She was awarded Volunteer of the Year from the High Point Chamber of Commerce in 2011 and 2013 for her work in her community. Business Partner and Owner, The LAMA Training by McKee Consulting. Judy McKee ?Business Remember that.
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%. Oracle, 2011) Customers who had a very good experience are 3.5x
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