Quiq

MARCH 31, 2022

Marketing and sales consistently combine their efforts to attain the most customers at the lowest price. But few businesses dedicate as many resources to customer retention. Keeping customers happy and continuing to buy from your e-commerce business deserves (and often requires) as many resources.

Customer retention 77

Customer retention Metrics Personalization Benchmark 77

Quiq

DECEMBER 8, 2021

2022 is quickly approaching, and you’re likely gearing up for new initiatives, process changes, and everything else that comes with the beginning of a new year. The beginning of the year is a great time to start tracking your customer success metrics. Use success metrics to: Gauge the success of new initiatives.

Metrics 52

Metrics Surveys Chatbots Best practices 52

CCNG

OCTOBER 19, 2022

Gartner, 2018) According to customers, in 2022, only 3% of companies are customer-obsessed — putting customers at the center of their leadership, strategy, and operations — a decrease of 7 percentage points from the prior year. Forrester, 2022) 80% of CEOs believe they deliver superior customer experience.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

Netomi

MARCH 27, 2022

Comparing CSAT to other popular consumer metrics. CSAT scores are the most popular and straightforward way to measure customer satisfaction. The metric measures sentiment towards your product, service or a specific interaction. For example, after a first purchase, prior to the renewal or following customer support interactions.

Airlines 93

Airlines Benchmark Surveys Customer Support 93

Global Response

JANUARY 23, 2023

Improve our customer service” “ Improve our customer satisfaction score by 20% in 2023.” Measures can take the form of simple numbers, percentage growth rates, or other metrics. Increase our inbound sales leads by 30% in Q1 compared to Q1 of 2022.” Increase our inbound sales leads in 2023.”

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Global Response

FEBRUARY 7, 2023

Consider some of the benefits a customer-oriented philosophy can provide: Improved customer retention and loyalty. It’s easier—and cheaper—to retain existing customers than to gain new ones, yet many companies focus more on acquisition than retention. Take shipping as an example.

Customer centricity 62

Customer centricity Customer retention Feedback Metrics 62