Guest Blog: Understanding the Impact of Competitive Benchmarking Programs

ShepHyken

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. One organizational aspect that is a great opportunity for competitive benchmarking is the digital Customer Experience.

Consumer Brands NPS® Benchmarks

CustomerGauge

The post Consumer Brands NPS® Benchmarks appeared first on CustomerGauge. Blog consumer brands Featured Net Promoter benchmarks News NPS Consumer Brands NPS benchmarks Starbucks TeslaWant to know how Tesla Motors got an NPS of 97?

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The ROI of Contact Center Benchmarking

Transparent BPO

And one of the best ways to measure improvement in the contact center, according to Jeff Rumburg, co-founder and managing partner at MetricNet , a contact center benchmarking and consulting firm, and the subject of this month’s expert interview series , is through the practice of benchmarking.

The Technology Industry NPS® Benchmarks

CustomerGauge

The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology Industry

2020 Database Strategies and Contact Acquisition Survey Report

As buyer expectations continue to heighten, marketing and sales teams are feeling pressured to deliver authentic messaging to buyers at every point of their customer journey. This report aims to highlight the current state of B2B database and contact acquisition strategies, and organizations’ goals to leverage data to fuel their go-to-market strategies in 2020 and beyond.

The ROI of Contact Center Benchmarking

Transparent BPO

The post The ROI of Contact Center Benchmarking appeared first on Transparent BPO. Expert Interview Series Outsourcing Insights benchmarking KPIs metrics“If you can’t measure it, you can’t improve it.”

Is it Useful to Benchmark Your Net Promoter Score?

Satrix Solutions

Net Promoter Score (NPS) benchmarking presents an interesting challenge for many business leaders. Collectively, we have learned a lot through NPS benchmarking studies. So, why is it such a difficult business decision to obtain NPS benchmark intelligence?

Customer Satisfaction Score (CSAT) Industry Benchmarks

GetFeedback

The complete list of the newest Customer Satisfaction Score (CSAT) industry benchmarks by the American Customer Satisfaction Index (ACSI). . Articles

Five Recommendations For De-Emphasizing Benchmarking

Customer Experience Matters

Benchmarking #CX against competitors is a good activity, but it is overused. The post Five Recommendations For De-Emphasizing Benchmarking appeared first on Experience Matters. See 5 pieces of advice.

Financial Services CX Trends and NPS® Benchmarks

CustomerGauge

The post Financial Services CX Trends and NPS® Benchmarks appeared first on CustomerGauge. Blog Customer Experience Featured financial services NPS Financial Services Net Promoter benchmarks

The Health of the Contact Center: Are You Ready for 2019?

When success is benchmarked. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Live Chat Benchmark Data 2020

Comm100

Live chat has evolved considerably since this benchmark report first appeared four years ago, growing into a mature customer communication channel. At the close of every year our data team puts their heads together to bring you our annual Live Chat Benchmark Report.

Understanding the power of ForeSee benchmarks

ForeSee

The basic definition of a “benchmark” is a standard or point of reference to which something can be compared. The post Understanding the power of ForeSee benchmarks appeared first on ForeSee. Customer Experience Research Retail benchmarking Benchmarks white papers

Report: Tech Vendor NPS Benchmark, 2017 (B2B)

Customer Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. We also compared overall results to our benchmarks from the previous five years. B2B CX Benchmarks Bruce Temkin Research CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Net Promoter Tech Vendors Temkin Group Research

Customer Experience Benchmarking: beware how you use it!

ijgolding

One of the awards entrants used the word ‘benchmarking’, multiple times in his presentation. In fact, ‘benchmarking’ is a word that I frequently hear as I go about my business around the world. So what exactly is the definition of ‘benchmarking’?

Building Your CX of the Future - Take the First Steps Today

Speaker: Chris Bauserman, VP Segment and Product Marketing, NICE inContact

Building a best-in-class customer service team and customer-centric organization is a marathon, not a sprint. Join CCNG and Chris Bauserman, VP Segment and Product Marketing for NICE inContact, for a discussion and set of tools that you can use to benchmark your operations and identify the next best action your organization can take to build your CX of the future.

Report: Net Promoter Score Benchmark Study, 2018

Customer Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. Here are the highlights from this benchmark: With an NPS of 65, USAA’s banking business earned the highest score in the study, followed closely by its insurance business Read More. The post Report: Net Promoter Score Benchmark Study, 2018 appeared first on Customer Experience Matters®.

All About Call Center Benchmarking

ChaseData

This process is known as call center benchmarking and it is something that every growing center - and those that hope to expand in the future - should be doing. When you’re striving for success, it pays to compare your metrics to your own successes and failures in the past.

NPS Benchmarks for 2018: How Do You Compare?

AskNicely

” NPS Benchmarks. Best NPS Benchmarks Are a Result of NPS Best Practices. As an NPS software company, we wanted to dive into NPS benchmark research for a few reasons. NPS Benchmarking Questions We Wanted to Answer: Has NPS reached the tipping point in adoption?

Guest Blog: How to Benchmark Your Customer Support Metrics — A Quick Guide

ShepHyken

One of the best ways by which you can ensure your organization is consistently performing is by benchmarking customer support metrics. This involves the comparison of certain metrics to that the industry benchmarks and to your competitors. The industry benchmark for FRR is 7 hours.

Just launched! 2020 Customer Education Benchmarks and Trends Report

Based on a survey of more than 250+ external education teams, Skilljar has compiled this report on current trends including budgets, integrations, team structure, and more. In this report, see how companies across a variety of industries are building, optimizing, and measuring their training programs.

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

Contact center benchmarks , that’s how. Bruce Belfiore – CEO and Senior Research Executive , Benchmark Portal. Access this webinar now: Analytics and Optimization – Real Results with Automated Benchmarking. How do you know how your organization is really doing?

Contact Center Benchmarks Provide Continuous Improvements

NICE inContact

Contact center benchmarks , that’s how. Bruce Belfiore – CEO and Senior Research Executive , Benchmark Portal. In just one hour, you’ll gain an in-depth understanding of contact center benchmarks and “the continuous improvement cycle”—a six-step methodology that gets real results so your company can: Compare to competition Pinpoint performance gaps Identify improvement initiatives Enhance enterprise value. How do you know how your organization is really doing?

Insights From The First Advocate Marketing Benchmark Study

Influitive

The first benchmark study on advocate marketing, “Measuring Success With Advocacy: Advocate Marketing Benchmark Study” has just been released by Waypoint Group and Influitive. The post Insights From The First Advocate Marketing Benchmark Study appeared first on Influitive.

Aspect CEC Benchmark – Early Results In

Aspect

It feels like just yesterday we were standing on stage in Orlando announcing the 1 st annual Aspect Contact Center Benchmark (if you missed it here’s the press release ). The post Aspect CEC Benchmark – Early Results In appeared first on Aspect Blogs.

Creating Distinction to Improve Customer Interactions

Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker

How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture? This webinar will explore how a professional or an organization can create distinction to stand out in their industry.

8 Benchmarks To Improve Your Live Chat Metrics

PlayVox

A live chat system gives customers direct access to help with their issues, wherever in the world they currently are. In addition, users can multitask while waiting for an agents’ response.

Benchmarks for digital customer service success

InTheChat

Customer expectations for digital customer service are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors so that you have a firm understanding of how you stack up. The post Benchmarks for digital customer service success appeared first on InTheChat.

Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters

CustomerGauge

The post Net Promoter® News: Apple AirPods, NPS Benchmarking & RentReporters appeared first on CustomerGauge. Net Promoter benchmarks Net Promoter News News NPS apple airpods benchmarking RentReportersApple’s AirPods hit NPS® of 75 In a spectacular event last september, Apple unveiled their latest groundbreaking product and features. Among many were their wireless headphones Apple now calls AirPods.

The Top Customer Service Benchmarks Of 2018

Solvvy

The post The Top Customer Service Benchmarks Of 2018 appeared first on Solvvy

Study: The Health of the Contact Center

When success is benchmarked. 1The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era 2New study reveals heightened complexity of. customer experience increases pressure on the.

Interpreting Benchmarks

Brad Cleveland

Call Center Contact Center Customer Service Leadership Videos benchmarks Brad Cleveland leadership

3 Routes to Enrichment Benchmarks

Centriam Customer Experience Lab

Improving customer experience increases customer lifetime value. In fact, it dramatically increases it, as research indicates that satisfied customers spend more than twice as much as unsatisfied customers. But how does one begin constructing a business case applying this fact? Financial Drivers

CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More

CustomerGauge

The post CustomerGauge Monthly: Monetized Net Promoter® eBooks, NPS® Benchmarks, and More appeared first on CustomerGauge. Inundated with too much news this month? No problem—we’ve got you covered.

Report: Fan Experience Benchmark: U.S. Professional Sports

Customer Experience Matters

We just published a Temkin Group report, Fan Experience Benchmark: U.S. The post Report: Fan Experience Benchmark: U.S. Aimee Lucas Research Benchmarks Bruce Temkin Research Customer experience Sports Temkin Group Research MLB MLS NASCAR NBA NFL NHL PGA USTA WNBAProfessional Sports: U.S. Consumers’ TV Preferences And In-Person Experiences For MLB, MLS, NASCAR, NBA, NFL, NHL, PGA, USTA, and WNBA. For seven years in a row, Temkin Group has tracked U.S.

Report: Channel Preferences Benchmark, 2018

Customer Experience Matters

We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. Here are previous benchmarks from 2016, 2015, and Read More. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®. Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S.

Report: Net Promoter Score Benchmark Study, 2017

Customer Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. Here are the highlights from this benchmark: With an NPS of 66, USAA’s insurance business earned the highest score in Read More. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.

Feel Like You Are Flying Blind? Call Center KPIs and Benchmarks Can Help

NICE inContact

Likewise, call center KPIs and benchmarks act as controls to establish direction and to know whether the call center is on course. You may be familiar with certain call center KPI’s but less familiar with benchmarks. So, how do you obtain KPI benchmarks?

Interpreting Benchmarks

Brad Cleveland

Call Center Contact Center Customer Service Leadership Research/Statistics Videos adherence to schedule benchmarks Brad Cleveland leadership

#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

This is the familiar exercise of external benchmarking, or comparing key metrics of your business against others in your space. External benchmarking is insightful, of course, but have you ever considered utilizing the power of internal benchmarking? Why internal benchmarking?