Benchmark Consulting Customer Experience Exercises 
PeopleMetrics
MARCH 12, 2018
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? Of course you do! Start with the best.
Taylor Reach Group
FEBRUARY 22, 2019
Fixed means the failure is designed out of the product, out of the customer experience (CX), while remedied may mean the failure is still in the product but there is a workaround. Benchmark historical performance by reviewing the fixes issued in the last year correlating customer success with the remediation.
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Beyond Philosophy
DECEMBER 20, 2018
These ways of thinking have significant implications regarding how customers behave in your Customer Experience. You know the Rational System has been in use when you sat at your desk working and didn’t get any exercise, but then drive home and feel exhausted from a hard day’s work. You didn’t DO anything but think.
Answer Dash
OCTOBER 15, 2018
It was an interesting exercise, and it allowed us to dig into some of the new ideas and practical applications that are being adopted by today’s best marketers. The Demand Gen Benchmark report found that 49 percent of respondents identified account-based tools as a top priority.
JustCall
OCTOBER 6, 2023
That said, businesses often struggle with delivering consistent support for a positive customer experience. Moreover, according to McKinsey, resources spent on customer experience without securing consistency are ineffective investments. To do this, round up the key stakeholders and consult them.
aircall
FEBRUARY 2, 2018
Agents won’t need to consult supervisors or colleagues when reviewing policies, or when uncertain about processes. Your support team has added 5 new agents in the last month, and the website is experiencing traffic like never before, but customer service is not a deductive science. Periscope — Actionable Analytics.
Eptica
NOVEMBER 16, 2017
For my money, Eptica’s annual mystery shopping exercise over the last five years provides valued evidence that it remains a hard slog. And this is in an industry facing tremendous disruption and so aspires to the highest level of customer experience in response. Have we really cracked this challenge?
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