ShepHyken

NOVEMBER 21, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Salesforce Survey Shows Customer Experience Now Job No. Here are my top five picks from last week. Steve DiGioia) Stop complaining about your customers.

Customer Service 290

Customer Service Surveys Marketing Sales 290

ShepHyken

MARCH 27, 2020

This week we feature an article by Eralp Arslan, a digital marketing specialist at JotForm. He writes about different types of customer experience surveys and how they can help businesses gain customer loyalty. And one of the best ways to accurately gauge customer satisfaction is via surveys. Net Promoter Score (NPS).

Surveys 183

Surveys Customer Experience Advertising Feedback 183

Comm100

NOVEMBER 2, 2022

To understand how effective chatbots can be, there are several chatbot success metrics you need to track. With that in mind, in this article we’ll break down the top chatbot performance metrics that you should pay attention to, starting with the staple chatbot metrics and then moving onto the more technical chatbot metrics.

Chatbots 87

Chatbots Metrics Average Handle Time Wait times 87

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

Interaction Metrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Surveys 62

Surveys Benchmark Feedback Best practices 62

ShepHyken

MAY 26, 2017

This week we feature an article by Bikash Mohanty about how important customer experience metrics are to your business. And if a particular business is aiming for long-term growth, it requires key, powerful metrics to base its performance on. A couple of years ago, these metrics had a proclivity towards transactions and sales.

Metrics 227

Metrics Customer effort Customer Experience Surveys 227

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management Sales Surveys 62

CSM Magazine

APRIL 27, 2023

The good news is that there are various metrics and technologies available to help you measure and enhance customer satisfaction. Businesses must utilize metrics and Key Performance Indicators (KPIs) to measure their performance in order to ensure that customer service meets their needs.

Metrics 52

Metrics Feedback Surveys Customer effort 52

ShepHyken

APRIL 30, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. This excellent article by Tricia Morris has some interesting facts and stats about how companies are using data to personalize the CX.

Customer Service 204

Customer Service Personalization Self service Metrics 204

ShepHyken

AUGUST 18, 2017

This week we feature an article by Martha Brooke who writes about how to execute a customer satisfaction survey that gives you the data you need. Surveys can give you a lot of data that you can use to improve virtually any part of your organization. – Shep Hyken. I know you get asked to take surveys all the time, because I do.

Surveys 202

Surveys Automotive Advertising Enterprise 202

Nicereply

AUGUST 1, 2022

Customer satisfaction metrics are crucial for improving the user experience. Lower metric scores show a business isn’t doing well in certain areas. But many companies don’t use customer satisfaction metrics at all, so they’re unaware of major issues. What Is Customer Satisfaction Measurement? How to Calculate CSAT.

Metrics 52

Metrics Surveys Customer effort Feedback 52

ShepHyken

JANUARY 15, 2021

This week we feature an article from Thomas Fordham, Co-Founder and Chief Operating Officer at TAP London. Many important customer experience metrics can be measured in a quantitative way, and this will give a company a great overview of how its customer experience strategies are developing.

Customer Experience 331

Customer Experience Metrics Customer retention Analytics 331

Totango

MAY 14, 2021

There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Because customer health score is a complex metric, calculating it involves an advanced algorithm. Track Your Key Customer Retention Metrics to Keep More Clients.

Customer retention 65

Customer retention Metrics Upselling Best practices 65

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 134

Customer Experience Metrics Journey mapping Feedback 134

Nicereply

OCTOBER 9, 2023

Customer success metrics are essential to the growth of every SaaS company. The main focus for customer success is understanding customer goals and objectives, measuring customer success metrics, and ensuring each product meets customers’ needs.

SaaS 52

SaaS Metrics Customer retention Surveys 52

ShepHyken

JANUARY 13, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. One of the easiest things you can do is to send out customer satisfaction surveys. You might find it beneficial to implement some KPIs and metrics in order to track customer satisfaction. Ask for feedback.

Feedback 179

Feedback Surveys Metrics Personalization 179

delighted

DECEMBER 5, 2022

Let’s take a look at the 4 ways to make the most out of a free survey program and capitalize on its infinite return on investment (ROI). Apply your branding to your survey. With free survey programs, you’ll often have limited options for branding your survey. message as the final part of the survey design.

Surveys 91

Surveys Feedback Best practices APIs 91

Calltools

JUNE 14, 2023

Tracking KPI metrics can help your contact center to gauge the success of customer experience. Below, this article will explore 11 KPI metrics to follow and why they matter. This metric allows contact centers to see how efficient agents work as well as identify areas for improvement.

Metrics 52

Metrics Customer Experience Average Handle Time First call resolution 52

ShepHyken

JUNE 27, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. Here are four customer service skills that the author of the article feels companies have to relearn. Here are my top five picks from last week. I hope not.)

Customer Service 185

Customer Service Metrics Customer Experience Surveys 185

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Consulting Consulting Best practices 98

TechSee

MARCH 19, 2019

When more enquiries are handled by AI-assisted agents – for example with best-next-step recommendations – are traditionally measured agent performance metrics still accurate? Customer care center metrics in the era of self-service clearly require a different approach. New Self Service KPI Metrics. Call Deflection Rate.

Self service 146

Self service Metrics Contact Center Virtual Agent 146

Nicereply

MAY 11, 2023

A Little Bit About Pop-Up Surveys: The Good, The Bad, and The Ugly Pop-ups are those annoying little windows that cover your viewing area of a website you just visited. For the purposes of this article, all you need to know is that CES asks a simple question: “How easy was it for you to solve your problem today?”

Customer effort 52

Customer effort Surveys Feedback Metrics 52

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. These three metrics correlate with customer loyalty and retention more strongly than support efficiency metrics. CSAT surveys measure how customers feel about a specific interaction or experience.

Metrics 79

Metrics Customer Service Surveys Self service 79

GetFeedback

APRIL 29, 2019

Text message (SMS) surveys are a great solution for gathering feedback from customers who are on the go. Below are some specific examples of when SMS surveys serve as the best feedback distribution channel. . Immediately after you end a phone conversation with a customer, send them an SMS survey to rate the service experience. .

Surveys 106

Surveys Healthcare Transportation Feedback 106

Nicereply

MAY 20, 2021

People at Blueberry Markets are measuring all three satisfaction metrics – CSAT , CES & NPS. Customers receive a CSAT survey first upon closure of their support ticket. Then, we monitor the change in their service experience by keeping an eye on CES and finally, the NPS survey that they will receive a few days later.”.

Metrics 98

Metrics Marketing Feedback Surveys 98

Answer Dash

DECEMBER 7, 2019

(This article is originally published on AdRoll - re-published by the consent of AdRoll) Once upon a time, customer loyalty depended on the product or service you’d provide. Let’s explore what customer experience means, and how to measure your key customer experience metrics. What’s Customer Experience? The rating scale is from 0-10.

Metrics 79

Metrics Customer Experience Surveys Feedback 79

ShepHyken

DECEMBER 3, 2021

This week we feature an article by Dan Martin, Chief Executive Officer of Xpress Global Systems , an organization focused on innovation, efficiency, and scalability of shipping and distribution of flooring products. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. Closing the Operational Gap.

Customer Experience 342

Customer Experience Transportation Feedback Metrics 342

ShepHyken

JULY 29, 2022

This week we feature an article by Jason Grills, Customer Support Expert at ProProfs , a company that provides software that empowers organizations to deliver happiness to their customers and employees. Walk through this article as we discuss those factors and talk about ways to improve your first call resolution rate. .

First call resolution 190

First call resolution Call Center Best practices Customer Support 190

ShepHyken

MAY 20, 2022

This week, we feature an article by Simona Benetinová, content manager at Nicereply , a company that helps organizations, of all sizes, provide outstanding customer service. One of the best practices of how you can keep an eye on it is implementing the Net Promoter Score metric into your customer surveys.

Customer Service 179

Customer Service Best practices Surveys Feedback 179

Nicereply

JULY 18, 2023

Especially if NPS surveys are sent out. The use of Net Promoter Score (NPS) surveys to measure customer loyalty and pinpoint areas for development has become increasingly popular. The timing of these surveys, however, has a significant impact on their effectiveness. Timing is still an important factor.

Surveys 52

Surveys Feedback Customer centricity Metrics 52

ShepHyken

AUGUST 18, 2023

This week, we feature an article by Koichumanov Erkinbek, Product Marketing Manager at Intelogos , an employee well-being and AI performance management platform. In this article, we will explore the transformative potential of AI in customer service and the importance of ensuring employee well-being in the process.

Customer Service 156

Customer Service Employee engagement Chatbots Morale 156

Lumoa

MARCH 3, 2021

In this article, you will learn how to calculate survey sample size to ensure statistically significant results. In This Article: What is a sample size? Sample size calculation accomplishes this, taking into account factors like variability and confidence level to make sure surveys are representative and results are significant.

Surveys 83

Surveys Feedback Consulting Consulting 83

Select VoiceCom Blog

NOVEMBER 17, 2022

One way to ensure quality among customer service employees is to track and measure the team’s performance with metrics and key performance indicators (KPIs). If you’re looking to establish some criteria to work on your customer experience strategy , this article is here to help! What are Call Centre Metrics & KPIs?

Metrics 52

Metrics Customer Service Abandon rate Interactive Voice Response 52

ShepHyken

JANUARY 12, 2023

This week, we feature an article by Kathleen White, an independent business analyst for several small businesses. Ask for feedback One of the easiest things you can do is to send out customer satisfaction surveys. You might find it beneficial to implement some KPIs and metrics in order to track customer satisfaction.

Feedback 133

Feedback Surveys Metrics Personalization 133

delighted

OCTOBER 11, 2021

If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. But here’s another obvious point: Many respondents simply skim-read surveys. A skimmable survey is a survey that is easy to understand and answer, inviting more accurate and honest feedback.

Surveys 89

Surveys Feedback Advertising B2B 89

Steve DiGioia

SEPTEMBER 24, 2018

This original article was written by Steve DiGioia. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. does your Net Promoter Score tell you enough to make a difference? But we should do this instead of worrying about a good NPS score.

Metrics 392

Metrics Surveys Customer Experience Management 392

Amity

FEBRUARY 20, 2019

This article was originally published on WnTD's blog. In a recent post , we talked about Customer Success Metrics, one of which was the Net Promoter Score (NPS). There is some debate on whether NPS is a useful metric or not. Meaning how you are going to send the survey. Survey Methodology.

Metrics 71

Metrics Surveys Sales Marketing 71