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How Customer Success Can Use Metrics to Better Engage Investors and Boards

ChurnZero

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98
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Our Top Ten Customer Experience Blogs of 2015

PeopleMetrics

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. It examines two popular transactional customer experience metrics. Legend has it that in a damp, craggy cave, an ancient hunter-gatherer created the first list-based Web article. Keep an eye out for new posts in the new year!

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Is 2015 the Year of #CX?

CX Journey

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

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15 Brand Trends for 2015

CX Journey

Image courtesy of derekGavey Another year almost gone, and it''s time to start sharing trends and predictions for 2015! Metrics will move away from counting the number of views, shares, and likes toward real brand engagement (see Trend #3). Last year, I shared Brand Keys'' Robert Passikoff''s 14 Brand Trends for 2014.

Finance 68
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Hey! You Got Your Metrics in My Journey Map!

CX Journey

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. At the time, I suppose they were two things that we traditionally didn’t believe went together (yea, right!) – a bit like how many think about metrics and journey maps.

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What Are the Elements of Good Strategic Planning?

Call Center Weekly

Put simply, it states the desired goals (success measured by metrics) and the actions that this group believes the rest of the organization should take to meet these goals. 2015) * When the high-level Strategy is unveiled to the unit leader, it is the first step in Strategic Planning. weekly status updates to all stakeholders.

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The 5 Rules to Dramatically Improve the Way You Deal with Customer Complaints

Beyond Philosophy

Eliminate metrics for your call center, like average call handling time. A metric like that encourages your people to get customers off the phone. Sources: “Global State of Customer Service: The transformation of customer service from 2015 to present day.” Moreover, it would be best to allow your people the time to listen.