CX Journey

JANUARY 8, 2016

Are you focusing on a benchmark that may not or may no longer be a valid mark to strive for? I recently came across the following Chinese parable, and as I often do, wondered how this story might apply to customer experience measurement and management initiatives. Benchmarking is stupid. Why is it stupid?

Benchmark 37

Benchmark Metrics Morale Banking 37

Lumoa

NOVEMBER 29, 2021

McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care, and banks, the linkage is weaker because of the higher switching costs.

Customer Experience 103

Customer Experience Metrics Feedback Banking 103

Solvvy

AUGUST 31, 2022

You can use an additional KPI, customer effort score (CES), to learn how difficult your customers perceive interactions with your company or products. CES is typically based on answers to a straightforward customer survey, which asks for a rating from 1 for very difficult to 7 for very easy. CSAT Industry Benchmarks.

Surveys 62

Surveys Benchmark Feedback Customer Support 62

Lumoa

JULY 10, 2018

McKinsey research in the US showed that enhancing the customer experience can bring significant financial benefits : “Across industries, satisfied customers spend more and stay more loyal over time. In industries such as utilities, health care and banks, the linkage is weaker because of the higher switching costs.

Customer Experience 121

Customer Experience Metrics Banking Feedback 121

Genroe

JANUARY 21, 2015

Note that these tips pretty much apply to any Voice of the Customer or Customer feedback (but not market research) process. So regardless of whether you are using Customer Effort Score, Customer Satisfaction or NPS® you can apply them to your business. Don’t Bother Benchmarking Your Score Externally.

Best practices 110

Best practices Surveys Benchmark Feedback 110

Callminer

NOVEMBER 25, 2019

Call on experienced managers for guidance in setting up benchmarks. “Experienced call center managers are helpful in setting up the initial performance benchmarks for a new outbound call center program. These benchmarks are, at first, estimated based on the past performance of similar outbound call center projects.

Best practices 182

Best practices Call Center Metrics Average Handle Time 182

Netomi

MARCH 27, 2022

Benchmarks for CSAT Scores By Industry. CSAT scores are the most popular and straightforward way to measure customer satisfaction. It’s important to remember that you’re not going to have a fan in every customer, so you also need to realize when you’re not going to change someone’s mind and walk away. Banks: 80% .

Airlines 93

Airlines Benchmark Surveys Customer Support 93