2016 Customer Care Metrics Surveys 
ShepHyken
NOVEMBER 21, 2016
Steve DiGioia shares some nice ideas about the importance pretending to be your own customer. The Future of Social Media (And How to Prepare For It): The State of Social Media 2016 Report by Ash Read. I’m surprised at how many companies have not yet embraced social media for marketing and customer care. It’s worth it.
Fonolo
NOVEMBER 17, 2020
As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.
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GetFeedback
FEBRUARY 15, 2019
The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. To get valuable insights, you have survey strategically. NPS can illuminate the customer journey at each stage when properly segmented.
CCNG
OCTOBER 19, 2022
of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%
Win the Customer
NOVEMBER 14, 2016
Think about it: why would a customer wait for weeks for an email response when they can tweet a brand and get an answer immediately? In the UK, more and more consumers are refusing to accept poor quality customer service. In a Socialbakers report , Virgin Media responded to 97% of customer queries posted on Facebook! Conclusion.
ClearAction
MAY 18, 2017
What’s the greatest challenge Voice of the Customer (VoC) managers face? Most VoC managers grapple with those at the expense of VoC’s purpose, according to ClearAction’s 5-year benchmarking of B2B customer experience practices. Empower your employees to immediately pass along customers’ comments.
CSM Magazine
FEBRUARY 8, 2017
Companies surveyed in the 2016 ASQ Global State of Quality believe that a mature quality system focuses on proactively creating value rather than simply being relegated to compliance activities. For marketing and sales, identify the 3 most predictable issues and identify how to warn the customer about them. About the Author.
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