ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 162

Customer Service Airlines Metrics Journey mapping 162

CX Journey

MARCH 31, 2015

We talked about the employee experience, employee journey mapping, and solutions that drive or impact workforce efficiency. It needs to be understood (using tools like personas, journey mapping, and surveys and other listening posts). That almost makes it sound like an "umbrella metric." What is Employee Morale ?

Journey mapping 64

Journey mapping Morale Employee engagement Airlines 64

ProProfs Blog

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. Whereas for help desk, customer journey mapping becomes a piece of cake. They have successfully used customer journey mapping to gain insights into new opportunities. The Disney Magicband is the result of their customer journey mapping efforts.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98