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’?

To Mark the Spot with Benchmarking or Not?

CX Journey

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.

6 Customer Satisfaction Statistics Worth Considering

Fonolo

Here’s an obvious statement for you, “Make sure customers are 100% happy with their experiences”. This truth goes without saying, since happy customers – those who actually like doing business with your brand – are also more likely to be loyal to your brand.

How Your Mobile App Can Eliminate Customer Service Disasters

Fonolo

A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Here are 4 ways your mobile app helps to prevent customer service disasters: 1. Keeps Customers Connected Throughout Space and Time.

The Ultimate List of Net Promoter® Best Practice Tips

Genroe

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.

Are You Freaking Out About Your Low CSat Score?

Fonolo

Customer satisfaction, otherwise known as CSat (when referring to the contact center), indicates overall customer happiness. If your business is experiencing low customer satisfaction scores you might be left scratching your head and asking “Why?” Know What Makes Customers Tick.

We’re Feeling the Love – for Customers, Agents, and Business Growth

Upstream Works

At Upstream Works, we are all about customer relationships. Customer love translates to customer loyalty and advocacy. and the top response by a landslide is “builds customer trust / loyalty”. There’s a lot of pressure to make Valentine’s Day count.

We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Before we dive deeper, here’s a detailed guide to how to improve your customer experience with NPS (and here is a quick summary of what NPS is and isn’t ).

What Is Good Customer Service? Start with Answers to 5 Questions

HGS

What Is Good Customer Service? The road to optimized customer experience is a long and winding journey, and you may find yourself often asking, “Are we there yet?” In other words, do you think your company’s customer service is better than it really is? Customer Service.

Building an Omnichannel Customer Experience

inContact

When businesses begin to look at how they need to create a Omnichannel Customer Experience it can be overwhelming … customers are tweeting, they want to text you, they are asking other customers (in online community forums), and when it really comes down to the wire they call! Whatever the industry, whatever the scenarios, the fact is customers have expectations and businesses are finding it hard to keep up! .

Top CX Takeaways from the Frost and Sullivan CCW Conference

CX Accelerator

Naturally, Customer Experience and AI were on the tip of everyone’s tongue. The AI revolution is truly at the doorstep of Customer Service…and it will change the face of the industry forever. Customer Experience is not about where, it’s about how.

Customer Survey Lessons

Contact Center Geek

I have also worked for some companies where I have learned a great deal about customer feedback programs. From my vantage point, here is the evolution of customer surveys. CSAT Then came the customer satisfaction (CSAT) survey. Will you survey every customer?

4 Insightful Contact Center Reports You Should Be Reading

Fonolo

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

Why Customer Delight Is the Wrong Strategy

Comm100

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been ingrained into many people’s thinking, and has become such a commonly held belief that many organizations do not even question it.

4 Insightful Contact Reports You Should Be Reading

Fonolo

For this report they surveyed customer experience, contact center, marketing, customer care, IT, and operations professionals. Key findings: Reducing customer effort ranks as the #1 customer experience priority for the coming year.

It’s not the product. It’s the experience

NewVoiceMedia

However, when you add customer service to the mix, then you’re on to something. Great companies are customer-centric. They put the customer in the middle of their decisions, ideas, marketing, system design and more. Apple offers both product and customer service.

Is Your Contact Center Ready for the New Year? Set Your 2018 Business Priorities with CCW Digital’s Winter Report

Comm100

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. By voting on reducing customer friction as the top goal for their contact centers, companies are showing that they agree.

Business Value and ROI of Customer Experience: The Step-by-step Guide 

Lumoa

Most business leaders believe that customer experience will be the key driver for their company’s competitiveness going forward. However, when it comes to the actual customer experience management, things get difficult. It is not too difficult to listen to the customer.

How to Measure Customer Experience: CSat, NPS and More

Comm100

This level of competition has increasingly led companies to research for new ways to get customers while retaining their existing customer base as well. Customers, being more informed than ever due to technology, now expect a certain level of customer service at all times.

5 Reasons Why Customers Don’t Come Back, Like Ever

Fonolo

But we all have a breaking point, and sometimes, like with human relationships, businesses can also take loyal customers for granted, making mistakes so bad that they lose them forever. If you want to lose customers, the best way to do it is keeping them on hold. #4

Chat in the Contact Center – an Expert Panel Weighs in – Part 1/3

Taylor Reach Group

You may or may not have reviewed Comm100’s 2016 Livechat Benchmark Report. 2) Customer convenience: Sometimes customer inquiries and concerns can be alleviated very quickly and easy, with the use of live chat.

The Ultimate Guide to Customer Support Metrics

Kayako

When it comes to customer support, the ability to experiment, tweak, and improve your service is a huge part of making your customers’ experience great. On this page you can see a complete list of all the customer support metrics that matter, and why. Number of customer replies.

Addressing metrics gaps between bot-led and human-led service

Comm100

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Addressing metrics gaps between bot-led and human-led service

Comm100

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.”

Call Center Monitoring: How to Benefit Your Customers and Your Team

aircall

First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), A successful call center monitoring strategy directly affects customer satisfaction, employee retention, and your bottom line.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

This article will explore the various beneficial effects that computer-telephone integration can have on your call center installation, and on your customer experience. Call centers can provide assistance to their customers in different languages and time zones without delocalising.

Who Should Be Accountable for Customer Feedback Loops?

Kayako

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Let’s go back to the start and reiterate your feedback process so you can improve both user and customer experiences.

Chat in the Contact Center – an Expert Panel Weighs in – Part 3/3

Taylor Reach Group

Chat in the Contact Center – Part 1 focused on where chat should be deployed, demographics, chat in relation to industry, security and FCR while Chat in the Contact Center – Part 2 focused on proactive vs. reactive chat, AI impacts, costs as a channel, challenges and the customer experience (CX). Why Customers Prefer Live Chat. What they are doing is using that dead, in-between time to respond to other customers. Why Customers Prefer Live Chat.

2017 Is Out, 2018 Is In – What Will Customer Service Look Like This Year?

Comm100

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. That is why reducing customer effort was voted the number one priority for contact centers in 2018.

One and Done: How to Optimize Your First Contact Resolution Rate

Comm100

For the average contact center SQM benchmarks, only 48% of total calls are ‘one and done’ call resolution. This means for the average contact center, 52% of total calls handled by customer service representatives are for customers who are calling 2 or more times to resolve their call.”.