Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster.

Consulting 135

Consulting Consulting Metrics Feedback 135

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Here’s some general advice from the e-book How to Use Customer Loyalty Metrics: NPS, CES & CSAT : .

Surveys 146

Surveys Journey mapping Feedback B2B 146

Fonolo

MARCH 4, 2020

It doesn’t matter if you’re selling nuts and bolts, or you’re in the HR space, or in banking where I grew professionally — to me it’s about driving that customer experience to be better than anyone else and continually asking yourself how to exceed expectations.”. The Tools of the Trade: Technology and Metrics. So, that metric?

Customer Service 122

Customer Service Metrics Call Center Contact Center 122

CX Global Media

JULY 12, 2019

In this session, I’ll talk through the journey my team took to reinvent this stalwart metric. About Shawna Fuller : I have been with GiftTree for 15 years as Director of Customer Service and B2B Sales. Business Partner and Owner, The LAMA Training by McKee Consulting. EXPERT SESSION – Agent Retention is an Inside JOB.

Contact Center 120

Contact Center Coaching Employee engagement Call Center 120

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Callminer

AUGUST 6, 2019

Call Analytics: Essentially, speech analytics tools track metrics to enable reps and managers to evaluate the success of call campaigns. Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. Speech/text analytics.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

CSM Magazine

MAY 30, 2016

For example, in B2B customer experience management , there is quite a moderate scale of customers (obviously, not B2C-ish millions and millions), so delegating this mission to sales or account managers won’t seem odd. Denis Zhinko is Head of Microsoft Dynamics CRM and SharePoint Department at ScienceSoft with 12+ years in software consulting.

Customer Experience 64

Customer Experience Management CRM Journey mapping 64

PeopleMetrics

JANUARY 18, 2022

These tools go beyond customer satisfaction software to give you a complete view of your interactions with customers, which is more strategically valuable than collecting a post-transaction satisfaction metric alone. B2B sales and services. Telecommunication. Pharmaceuticals and biotech.

Feedback 62

Feedback Surveys Telecommunications Advertising 62

Fonolo

FEBRUARY 20, 2020

It doesn’t matter if you’re selling nuts and bolts, or you’re in the HR space, or in banking where I grew professionally — to me it’s about driving that customer experience to be better than anyone else and continually asking yourself how to exceed expectations.”. The Tools of the Trade: Technology and Metrics. So, that metric?

Customer Service 67

Customer Service Metrics Call Center Banking 67

Nicereply

MAY 11, 2020

Another study by Rare Consulting says that 83% of customers said their brand loyalty stemmed from the trust. The importance of customer loyalty impacts almost every metric important to running a business. 84% of B2B decision-makers start the buying process with a referral. Why is customer loyalty important? Lifetime Value (LTV).

Customer retention 115

Customer retention SaaS Metrics Surveys 115

CrazyCall

SEPTEMBER 4, 2018

Max Altschuler is the founder and CEO of Sales Hacker, a media company which is made up of conferences, webinars and meetups all around the world, online publications, webinars and is mainly focused on the future of B2B sales. Must-read: 5 Strategies To Increase Your B2B SaaS Sales Velocity. The most unbiased out there! Jason Lemkin .

Sales 129

Sales SaaS CRM B2B 129

ClientSuccess

JUNE 19, 2019

It will surely get your brain and bank account working overtime. Adding credibility to this statement is a research study by Invesp Consulting which suggests: Existing customers are 50% more likely to try new products and spend 31% more than new users! Shocker, right? Automated Marketing for Augmented Engagement. Closing Thoughts.

Customer retention 73

Customer retention B2C Entertainment Consulting 73

ChurnZero

FEBRUARY 1, 2019

A role in which she oversaw implementation at several banks and mortgage lenders. Previously to Roostify, Jesse delivered advisory services to clients in sectors including financial services and Telcom fields for consulting firms such as Booz Allen Hamilton. Jesse holds an MPA from Princeton, and a B.S. from Northeastern University.

Chief Customer Officer 53

Chief Customer Officer SaaS Education Customer advocacy 53

SmartKarrot

AUGUST 16, 2022

Business consultants Human resource Consultants Lawyers Accountants. Only when some metric goes off the benchmark can you know something is wrong. One of the primary reasons why EBRs are important is how they cater to the knowledge bank of C-suite executives. Top Metrics You need to Consider for EBR/QBR sessions.

Chief Customer Officer 10

Chief Customer Officer Benchmark Finance Metrics 10

RichCall

SEPTEMBER 13, 2017

Evan Kirstel , Social media innovator and B2B marketer. Blair Pleasant , analyst and consultant about Unified Communications. And, as its mode of operation broadens and becomes more proactive, its success will have to be measured by new metrics, reflecting its critical role in overall business performance. Darren Prine.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64