Stafford Communications

MAY 12, 2020

With a universal question format and scale, NPS is one of the few satisfaction measures where it’s fairly easy to find benchmarks or to compare data with other brands. So it’s not as easy to benchmark yourself with other organizations. It also doesn’t have a following outside of the customer care department. Healthcare.

Benchmark 52

Benchmark Healthcare Contact Center Customer Care 52

CX Accelerator

OCTOBER 25, 2018

NPS Pros – There is no better metric for benchmarking data…across industries, historical timelines, and geographic regions.There is still no better metric for the overall Customer Experience. Find out more about Frost and Sullivan CCW Conference HERE and I hope to see you in 2019!

Journey mapping 140

Journey mapping Metrics Contact Center Benchmark 140

Connecting the Dots

APRIL 16, 2021

Quality and customer service have become closely allied under the umbrella of Customer Experience and Customer Experience Strategy. CCMC’s benchmarking of more than 120 companies found that when Quality, Service and Insights are closely aligned, customer satisfaction metrics increased at twice their prior annual rate. [1].

Customer Experience 62

Customer Experience Complaint resolution Benchmark Metrics 62

Quiq

MARCH 31, 2022

While Statista reported in 2020 that online retail businesses see a 22% churn rate (which equates to a 78% customer retention rate), Omniconvert reported that e-commerce businesses average only 30% CRR. The best CRR to benchmark your business against is your own. And personalization is something they’ve come to expect.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

LiveChat

DECEMBER 6, 2019

Let’s see how influencer marketing impacts customer experience. Influencers reduce customer effort in product discovery. Customer experience rallies around the belief of reducing customer effort. You won’t have data to benchmark and improve. You’re all too familiar with the usual route.

Marketing 36

Marketing Customer Experience Advertising Benchmark 36

delighted

SEPTEMBER 27, 2019

Needless to say, many brands are taking notice of the financial benefits improving customer service can have for your bottom line. In 2019, 67% of consumers believe that companies are actively improving their customer service. ” The same applies when improving customer service. Gather customer experience feedback.

Customer Service 42

Customer Service Surveys Self service Feedback 42

LiveChat

DECEMBER 6, 2019

Let’s see how influencer marketing impacts customer experience. Influencers reduce customer effort in product discovery. Customer experience rallies around the belief of reducing customer effort. You won’t have data to benchmark and improve. You’re all too familiar with the usual route.

Marketing 28

Marketing Customer Experience Advertising Benchmark 28