ShepHyken

OCTOBER 6, 2022

This week, we feature an article by Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares the value that customer emotions bring to a company. Consider this mindblowing fact from a Gartner research.

Journey mapping 176

Journey mapping Customer emotions Customer effort B2C 176

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. linkedin Why?

Consulting 135

Consulting Consulting Metrics Feedback 135

JivoChat

AUGUST 24, 2021

What it tells you: By performing data analysis on your ticket volume, you can identify trends and may be able to predict spikes in customer inquiries. By leveraging data analytics, you can prepare by staffing more agents or developing a more robust FAQ section on your website. Blaine Bertsch. Natasha Rei. Maggie Simmons.

Metrics 59

Metrics Customer Service Upselling Average Handle Time 59