ShepHyken

FEBRUARY 16, 2018

This week we feature an article by Daniel Bakst who explains why competitive benchmarking is key to better serving your customer base. – Shep Hyken. Pointing the magnifying glass of a mystery shopping program towards your competitors is called competitive benchmarking , and brands with this kind of program will be able to better serve their own customer base. One organizational aspect that is a great opportunity for competitive benchmarking is the digital Customer Experience.

Benchmark 184

Benchmark Customer centricity Customer retention Marketing 184

CustomerGauge

JULY 27, 2017

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? Or why Starbucks is leading the fast food consumer brands NPS chart? How about why Apple’s MacBook’s NPS is 76 two years in a row? Today we will walk through the NPS achievements, CX strategies and best practices from the consumer brands industry.

Benchmark 72

Benchmark Best practices 72

CustomerGauge

JULY 20, 2017

The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. Blog Featured Net Promoter benchmarks Net Promoter News News NPS Technology IndustryThe technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. Companies like Apple, Dropbox, Cisco, HPE Software and Veeam Software have served as real examples to other businesses for customer-centricity and above all business growth.

Benchmark 86

Benchmark Technology Customer centricity Marketing 86

ChurnZero

NOVEMBER 6, 2020

How can you compare your score to others in your industry, or to any general benchmarks? Below, I’ll walk through some strategies for both external and internal benchmarking, as well as try to convince you that the score itself should be the last thing on your mind. External Benchmarks. Overall Benchmarks. Industry Benchmarks. You can read the details of that study on Delighted’s NPS Benchmarking page and compare your score! Internal Benchmarks.

Benchmark 43

Benchmark Surveys Enterprise Analytics 43

Advertiser: Skilljar

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.

Education

Experience Matters

SEPTEMBER 11, 2017

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

Benchmark 103

Benchmark B2B Surveys Feedback 103

Experience Matters

OCTOBER 1, 2018

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®.

Benchmark 73

Benchmark Banking Surveys Analytics 73

Transparent BPO

MARCH 11, 2020

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.” ” That adage, coined by Peter Drucker, a man regarded as the inventor of modern business management, testifies to the fact that measuring performance is vital to the success of any business or industry — including the contact center industry.

Benchmark 48

Benchmark Contact Center Management Metrics 48

Experience Matters

AUGUST 5, 2019

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. Customer experience CX - Customer Experience Enlighten

Benchmark 77

Benchmark Customer Experience 77

CustomerGauge

JULY 4, 2017

The post Financial Services CX Trends and NPS® Benchmarks appeared first on CustomerGauge. Blog Customer Experience Featured financial services NPS Financial Services Net Promoter benchmarksAmerican Express, ABN AMRO, HSBC, Royal Bank of Scotland (RBS), USAA have one thing in common – they are all financial services companies operating in a sector not so famous for customer centricity.

Benchmark 70

Benchmark Banking Customer centricity Technology 70

Advertiser: ZoomInfo

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.

Marketing

ForeSee

SEPTEMBER 26, 2016

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 papersThe way it relates to customer experience isn’t much different; ForeSee’s.

Benchmark 58

Benchmark Customer Experience 58

SmartKarrot

MAY 28, 2020

It is a common belief in the SaaS industry that the acceptable SaaS churn rate benchmarks is around 5% annually. There are many factors that decide what is an acceptable benchmark and what exceeds it. Hence, you need to consider multiple factors to find SaaS churn rate benchmarks. As I mentioned above, while measuring a benchmark on churn rate you need to consider various factors. The post SaaS churn rate benchmarks: and how to do better yourself! Source.

Benchmark 40

Benchmark SaaS B2C B2B 40

NICE inContact

AUGUST 19, 2019

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?

Benchmark 67

Benchmark Contact Center Enterprise Best practices 67

Contact Center Pipeline

OCTOBER 18, 2016

Survey Results benchmarking call centers contact centers credit unionsCredit union call centers are between a rock and a hard place. They recognize the need to raise their standards of service in response to growing competition and heightened member expectations. Yet they are often small and lack the resources to implement “best-in-class” technologies and the business processes to go with them. In partnership with […].

Benchmark 100

Benchmark Surveys Contact Center Technology 100

Advertisement

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. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. slowing down. Brands like Sephora are racking up accolades both in-store and online with corresponding benefits.

Contact Center

Comm100

JANUARY 7, 2020

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. Free Download: Live Chat Benchmark Report 2020. Download our annual Live Chat Benchmark Report to see how you stack up and for access to live chat insights and best practices from over 56M chat interactions.

Benchmark 48

Benchmark Chatbots Wait times First call resolution 48

ijgolding

MAY 9, 2017

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’? The principle of benchmarking is undeniably sound. Only last week, I was asked by a company if I had access to NPS (Net Promoter Score) benchmarking scores.

Benchmark 56

Benchmark Customer Experience Customer effort 56

Satrix Solutions

JUNE 15, 2020

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? Drawbacks of NPS Benchmarking. It’s just that acquiring benchmarking can be a risky investment. The insights that will get you to the next level are not necessarily found within NPS benchmarks.

Benchmark 60

Benchmark B2C B2B Surveys 60

CustomerGauge

MAY 24, 2017

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.

Benchmark 60

Benchmark Wireless 60

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.

Customer centricity

AskNicely

AUGUST 29, 2018

” 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. Further, we simply wanted to come up with a great way to answer those NPS benchmarking questions we get from our customers every day. NPS Benchmarking Questions We Wanted to Answer: Has NPS reached the tipping point in adoption? NPS Benchmark Study. “What is a Good NPS Score?”

Benchmark 60

Benchmark Metrics industry standards Feedback 60

ShepHyken

AUGUST 17, 2018

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. Accordingly, to the Freshdesk’s Customer Happiness Benchmark Report 2018 , the average FCR is 71%. The industry benchmark for FRR is 7 hours. The industry benchmark is one response to resolution.

Benchmark 165

Benchmark Metrics Customer Support First call resolution 165

NICE inContact

NOVEMBER 13, 2020

The annual Consumer Wave of the NICE inContact Customer Experience (CX) Transformation Benchmark Study dove deep into how the pandemic has shaped the way customers are interacting with contact centers.

Benchmark 62

Benchmark Customer Service Best practices Contact Center 62

InTheChat

FEBRUARY 21, 2019

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.

Benchmark 58

Benchmark Marketing Customer Service Contact Center 58

Advertiser: Symtrain

Share your experience and we’ll send you a free copy of the results so you can see how you compare to your peers. To view the survey, click the “View Now” button below:

Surveys

Experience Matters

MAY 2, 2018

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.

Benchmark 48

Benchmark Personalization Customer Experience 48

GetFeedback

NOVEMBER 25, 2019

A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Click here to download the current industry benchmarks. And if you want to see quarterly benchmark updates, just visit their website. . The post Customer Satisfaction Score (CSAT) Industry Benchmarks appeared first on GetFeedback Blog.

Benchmark 80

Benchmark Wireless Airlines Banking 80

Experience Matters

OCTOBER 2, 2017

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.

Benchmark 51

Benchmark Surveys Analytics Metrics 51

Experience Matters

JANUARY 23, 2018

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.

Benchmark 57

Benchmark Surveys Customer Experience 57

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.

Benchmark

ChaseData

NOVEMBER 18, 2019

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. Here, we’ll introduce the concept of call center benchmarking in more detail and make it obvious as to why your facility should be focusing on it: Call Center Management Call Center OperationsWhen you’re striving for success, it pays to compare your metrics to your own successes and failures in the past.

Benchmark 40

Benchmark Call Center Metrics Contact Center 40

NICE inContact

AUGUST 19, 2019

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?

Benchmark 52

Benchmark Contact Center Enterprise Best practices 52

GetFeedback

NOVEMBER 25, 2019

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

Benchmark 60

Benchmark 60

Centriam Customer Experience Lab

FEBRUARY 22, 2018

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

Benchmark 65

Benchmark Construction Customer Experience 65

Advertisement

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. front line Tweet this 3The number one priority for businesses today is delivering the right customer experience and it shows no signs of. slowing down. Brands like Sephora are racking up accolades both in-store and online with corresponding benefits.

Contact Center

Influitive

AUGUST 11, 2016

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. Wondering how other companies are performing when it comes to advocate marketing?

Benchmark 53

Benchmark Marketing 53

Aspect

OCTOBER 19, 2017

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 ). Once we get your results we will develop a customized report and you will receive a copy of our 2017 Contact Center Benchmark Report. The post Aspect CEC Benchmark – Early Results In appeared first on Aspect Blogs.

Benchmark 73

Benchmark Gamification Coaching Surveys 73

Calltools

AUGUST 19, 2020

This data allows them to bolster those areas to meet or even surpass industry standard call center KPI benchmarks, which is essential for your brand’s reputation. Wait time should be one of your most important call center KPI benchmarks.

Benchmark 52

Benchmark Abandon rate Call Center Wait times 52

Solvvy

FEBRUARY 8, 2018

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

Benchmark 48

Benchmark Customer Service 48