2013 Consulting Metrics Personalization 
Beyond Philosophy
AUGUST 15, 2019
The Types of Data for Your Metrics. Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Observational data is useful to your Customer Experience Metrics.
Fonolo
NOVEMBER 17, 2020
Bill Quiseng CX Expert, Speaker & Consultant. I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person.
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Taylor Reach Group
APRIL 9, 2020
Research suggests the cost of providing bad CX is climbing rapidly, from $20 Billion USD annually in 2013 to $62B in 2016 ( Forbes-Hyken ) to $83B in 2017 ( Customer Think-Jaiswal ). Customers want a convenient, personalized experience that meets their needs. Just CLICK HERE to schedule a free consultation.
CSM Magazine
NOVEMBER 4, 2022
In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service. Because so much of TX is digital, your brand’s personality and character can get lost in a sea of cybernated interactions. Use hyper-personalization to boost the impact of every touchpoint.
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.
CX Global Media
JULY 12, 2019
I see a company’s associates as their customers, and have a proven record of creating and motivating high performing teams to exceed both personal and organizational objectives. In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. EXPERT SESSION – Agent Retention is Not An Accident.
CCNG
OCTOBER 19, 2022
Marketing Metrics, 2010) Increasing customer retention rates by 5% increases profits anywhere from 25% to 95%. Zendesk, 2013) 89% of consumers began doing business with a competitor following a poor customer experience. Oracle, 2018) Industry leaders reported that they improved their customer satisfaction KPI metric target by 47.1%
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