Customer Experience Benchmarking: beware how you use it!


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


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


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


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?


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.

Customer Experience Metrics: 6 Ways to Measure Customer Support Success


If your customers are happy, magical things happen. Just a 5% increase in customer retention can have a dramatic impact on your bottom line, increasing profitability by a whopping 75%. The first step to happy customers is implementing a total customer experience strategy.

Introducing Tethr Essentials: Easy answers to the most important CX questions


The 20 th annual Customer Contact Week conference is upon us. On the one hand, customer expectations have never been higher. In our own research, we find that customers are in a state of always-on consideration , with comparison shopping merely a click away.

Net Promoter Score (NPS) Myths Debunked


Some denouncers have claimed that NPS does not predict customer loyalty. When companies adopt NPS as a key metric, it inspires business growth, customer-centricity, and cross-functional alignment as different departments unite under the banner of decreasing detractors and increasing promoters.

How to deliver a positive customer experience when failures occur

Taylor Reach Group

The question is, “But, is it worth the effort?” The Goldberg machine suggested a complaint often heard in Contact Centers – “thanks for the fix but it’s too complicated.” Enter Customer Effort Score (CES) and its applicability in a well-crafted Customer Journey.

Call Center Agent Feedback: Tips & Best Practices for Providing Effective Agent Feedback


Providing accurate, real-time, and consistent feedback plays an important role in employee engagement , which in turn improves employee satisfaction and motivates agents to provide excellent customer service. Getting customers to the right agent was a challenge.

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.

Boost Your Business Growth Using Customer Satisfaction Score

ProProfs Blog

This train of thought was triggered when I studied how companies deal with customer satisfaction scores. Customer satisfaction scores are by definition, a measurement of customer happiness with a brand or company. Factors That Determine Customer Satisfaction.

What's the Difference Between NPS and Customer Engagement?


In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. When you want to benchmark your customer experience as a whole.

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


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


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.

How to Select Customer Experience Metrics That Put Your Program on the Path to Success


Customer experience (CX) intelligence is a necessity for brands competing for customer attention and loyalty. After all, how can you make sure your efforts to exceed customer expectations are successful if you can’t listen to or understand them? This is why CX professionals rely on in-depth data to gain a more detailed, real-time look at their customers and their needs. Three Ways to Find the Right Customer Experience Metrics for Your Business.

Understand top tier contact center operations and benefits.

Call Experts

Contact center protocols develop, manage, evaluate, and optimize your customer journey. Advancements in automation technologies and digital channels create new tools for business owners to engage customers. What is the effort level? Tips for getting new customers.

Announcing the Executive Summary for the 2017 CXMB Series Consumer Edition Report


The 2017 Customer Experience Management Benchmark (CXMB) Series Consumer Edition report is in development and will be ready for publication on September 19, 2017. will present the findings of the full CXMB report during the Customer Response Summit (CRS) in Chicago, September 19-21, hosted by Execs In The Know. This year’s report, which is the tenth in the series, features two new sections: The Purchase Experience and Customer Effort.

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.

Building an Omnichannel Customer Experience

NICE 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! .

7 Tips for an Effective Voice of the Customer Program


First things first - what is a voice of the customer (VoC) program and why should you have one? A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. A successful voice of the customer program puts your customers’ needs center stage, and ultimately drives brand, product, and service improvements for an unbeatable customer experience. Collect feedback based on customer segmentation.

What is digital CX? The digital customer experience journey


Multi-channel customers spend 4% more in store and 10% more online than single-channel customers. For every additional channel they use, customers spend more money. To stay ahead of the curve and reap these rewards, you must have a deliberate strategy for measuring and improving digital customer experiences. What is Digital Customer Experience (DCX)? It also isn’t an effort only marketing or sales should focus on. Follow up with passive customers.

The Latest In CX-Related Consumer Research, Available Now!


Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21.

Breaking Down the Ultimate Question – NPS


Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. You can think of it as a numerical value that indicates how loyal your customers are.

Voice of the Customer (VoC): Customer feedback for a future-proof business


Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up? According to the Future of Customer Experience Survey by PWC , companies are falling short: “Only 38% of U.S. customer needs)?

The 7 Customer Survey Types for a World-Class CX Program


Creating a great customer experience (CX) is important—but where do you start? At their core, customer experience programs uncover how customers interact with your brand, product, or service. Luckily, there are several tried and true methods of collecting and analyzing customer data. In this post, we’ll walk you through 7 customer survey types that can be leveraged to contextualize your customer feedback and dramatically improve your CX program.

4 Insightful Contact Center Reports You Should Be Reading


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.

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?

What is Customer Experience? 20 Customer Experience terms, definitions, and resources


You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? And what about all these other acronyms customer experience experts toss around? That’s why we’ve put together this customer experience glossary. Measuring the Customer Experience. Improving the Customer Experience.

Customer Success Metrics


There is a long list of metrics for each pillar of Customer Success but for the purposes of this post I’ll focus on the key metrics for Customer Success Management and the metrics commonly used for CS as a whole (I’ll save customer support and customer education metrics for another post).

Private Equity Firms: 9 Reasons to Include Customer & Employee Feedback in the Acquisition Due Diligence Process


If customers are the fuel, employees are the engine, and together they drive the forward trajectory of any company. The benefits of collecting customer feedback. Identify the factors that ultimately lead a customer to take action and capitalize on them.

Customer Experience Metrics: Understanding CSAT, CES, NPS, and 5-Star


In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Validating that, AskNicely’s 2018 NPS Benchmark Study found forward-looking companies that strategically step away from price wars to concentrate on customer experience metrics are discovering more retention and better growth. Three Reasons Customer Experience Must be Top-of-Mind. CES – Customer Effort Score.

4 Insightful Contact Reports You Should Be Reading


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


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.

Don't forget to put the Service in your SaaS


They want the product to stand on its own and be self-sufficient so they don’t need to talk to customers. PeopleMetrics puts a lot of focus on creating customer success and creating it quickly. Hire a Dedicated Customer Success Team.

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


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.

Why Customer Delight Is the Wrong Strategy


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.

How to Measure Customer Experience: CSat, NPS and More


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


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