GetFeedback

SEPTEMBER 20, 2019

NPS, CES, and CSAT are customer loyalty metrics. A great customer experience (CX) , of course. . Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy. Which loyalty metric is the best? .

Metrics 111

Metrics Surveys Feedback Customer effort 111

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. SaaS professionals who geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. Today he is the principal of Dave Kellogg Consulting and an entrepreneur in residence (EIR) at Balderton Capital.

SaaS 52

SaaS Metrics Customer retention Construction 52

Global Response

MARCH 1, 2022

KPIs for call centers: 8 critical metrics to track. So how can you know which are the best metrics to track for your business? This is why less is more—by trying to track every metric possible, you may actually lose sight of which metrics are most important for your goals and struggle to get results.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

ijgolding

DECEMBER 4, 2017

Yet how useful is NPS really, unaided by any other metric, as an effective way of assessing an organisation’s appeal to its customers? I’m not of course suggesting NPS should be discarded. In practice, NPS is more commonly used by marketing departments than operations departments. – you already know the answer.

Metrics 102

Metrics Airlines Benchmark Feedback 102

Taylor Reach Group

MAY 18, 2018

In the daily operation of our Call and Contact Centers we throw around metrics and performance measures like they were candy. To our customer however this metric becomes ‘Sucks Less’ – the better the Call Center Service Level the less the service being realized sucks. By Colin Taylor.

Call Center 99

Call Center Metrics Interactive Voice Response Average Handle Time 99

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. He says that the financial metrics most companies use for valuations point you toward the wrong investments. The Earned Growth Rate.

Airlines 273

Airlines Metrics Accountability SaaS 273

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Beyond Philosophy

JANUARY 2, 2019

As a global Customer Experience consultant since 1998, before Customer Experience was a glint in its father’s eye, here’s what I say you need to do. Also, consider hiring outside consultants to talk to them about Customer Experience. They can tell you, of course, it just might not be what they really want. Always be educating.

Customer Experience 390

Customer Experience Consulting Consulting Education 390

ShepHyken

JUNE 25, 2021

The keynote on the second day of the event was Troy Aikman, who was interviewed by Fiserv’s CEO Jeff Yabuki about sports, of course, as well as about leadership and business. Recognize the right behaviors and reinforce with incentives, promotions, metrics, and more. If she doesn’t live the core values, why should you? Talk is cheap.

Customer centricity 295

Customer centricity Coaching Consulting Consulting 295

GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Of course not.

Metrics 109

Metrics Journey mapping Surveys Feedback 109

Infinity

MAY 9, 2022

Metrics are the most effective way of monitoring and measuring the performance of your contact centres. Tracking the right metrics can unlock a wealth of insights that will make your call centre operations more effective than ever. How can call centres improve metrics? What are the call centre metrics that need to be tracked?

Metrics 52

Metrics Abandon rate Average Handle Time Analytics 52

Beyond Philosophy

DECEMBER 6, 2019

In our Global Customer Experience Consultancy, we were doing some work with an airline. It was a joke, of course, but it also shows the mentality of the company and their perception of customers. The post 7 Questions That Reveal Whether Your Company is Committed to CX appeared first on Customer Experience Consulting.

Customer centricity 427

Customer centricity Airlines Consulting Consulting 427

Beyond Philosophy

DECEMBER 4, 2021

In this episode, we explore the practicalities and pitfalls of using NPS as a metric for your customer strategy success. It is a way to measure the success of the efforts you have made and, of course, how likely it is that your Customer Experience efforts will lead a customer to recommend you to their family and friends.

Consulting 150

Consulting Consulting Metrics Customer Experience 150

Beyond Philosophy

MAY 28, 2020

Sutherland says that if you play by the same rules as everybody else and become obsessed with comparison, you will use the same metrics as your competitors. Sutherland refers to the book Blue Ocean Strategy, which says the point of differentiation is to develop better metrics than your competitors. Apple’s was subjective.

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Metrics Engineering Consulting Consulting 371

Taylor Reach Group

MAY 19, 2021

As a consultant I have learned to say it depends!! Certain KPIs, such as First Contact Resolution, are meaningful both in absolute and directional metrics. By directional metric, I am referring to a metric that can tell us if the performance has moved and in which direction (is the performance improving or deteriorating?).

CRM 169

CRM Metrics Consulting Consulting 169

Jive

AUGUST 27, 2018

Phone metrics inform data-driven decisions. In the era of Big Data and data-driven decisions, phone metrics can act as an invaluable measure of customer service. Previously, only the top dogs in any industry had access to phone metrics. The most helpful phone metrics to track. Make metrics transparent and available.

Metrics 63

Metrics Interactive Voice Response voip Abandon rate 63

ChurnZero

DECEMBER 21, 2022

1/ Crash course in Customer Success and SaaS metrics. Presented by: Dave Kellogg , principal, Dave Kellogg Consulting. Many people think of SaaS and CS metrics as black and white. But the truth is, there are many ways to calculate and interpret—and game—metrics. What metrics do investors care about most?

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SaaS Benchmark Metrics Consulting 98

Beyond Philosophy

FEBRUARY 6, 2019

However, the silver lining in the gloomy cloud, as Thompson puts it, is that these companies do see improvement in metrics like customer satisfaction ratings, increased revenue, lower costs, and more employee engagement than in the past. As Customer Experience consultants, we see this all the time.

Customer Experience 385

Customer Experience Journey mapping Customer centricity Surveys 385

Beyond Philosophy

OCTOBER 29, 2020

I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. If you always do customer metrics last, it sends a subtle message to everyone in attendance that it is not that essential to the organization or not as critical as all the other items on the list. Which leads me to….

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Callminer

FEBRUARY 4, 2021

Identifying vulnerable customers so that agents can take the appropriate course of action. Call center managers and supervisors need to train agents on the course of action to take for a vulnerable customer, and they also need to communicate regular feedback to agents to help them get better. @JourneyPure. Adrian Travis. rizereviews.

Call Center 345

Call Center Contact Center Finance Consulting 345

Beyond Philosophy

FEBRUARY 24, 2016

If your company has always been sales oriented, most of your compensation packages build on metrics centered around sales performance. ” Of course the answer is yes. When you are trying to change your culture to improve the Customer focus, you must also have a metric that measures how those efforts are progressing.

Management 283

Management Metrics Customer centricity Consulting 283

Taylor Reach Group

AUGUST 13, 2020

This relationship includes all the typical and applicable metrics and related rewards and/or penalties. Of course, the first step in order to reach such, is taking a snap shot of your operation through some form of strategic assessment and looking at possible improvements. “ You want respect? We get no respect ”.

Contact Center 150

Contact Center Best practices Consulting Consulting 150

Beyond Philosophy

JULY 17, 2017

In our customer experience consultancy, we spend a lot of time educating people about the components of a great customer experience. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. But many others look to technology. The post Be Warned!

Technology 331

Technology Consulting Consulting Customer emotions 331

Call Center Weekly

FEBRUARY 22, 2018

G reat Experience- I get excited, when in the course of assisting a customer, the agent transitions to the next step in the customer's journey. I mproved KPI's/Metrics- In almost every instance, a well trained, knowledgeable agent, will have a positive impact on metrics. Connect with me on LinkedIn and Twitter.

Customer Service 212

Customer Service Government Contact Center Metrics 212

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics.

SaaS 46

SaaS Metrics Upselling Customer retention 46

CCNG

MARCH 30, 2022

Because there hasn’t been any real coaching or training from the supervisor, the performance metric doesn’t move in a positive direction. The snowball gains momentum Of course, there’s more to add to the confusion. If you could, all customer service, technical support, and sales organizations would be hitting their metrics.

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Coaching CCNG Average Handle Time Contact Center 195

Beyond Philosophy

NOVEMBER 9, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. With this information and the specific actions you prescribe to get the experience back on course, the team will have what they need to be successful—which also has an excellent result for your employee satisfaction.

Customer emotions 414

Customer emotions Education Consulting Consulting 414

ChurnZero

MAY 3, 2022

A consulting firm that specializes in helping tech and services organizations optimize their CS effectiveness, CSM Practice offers an encyclopedic CS YouTube channel covering everything from the basics of CS to deep dives into KPIs. Customer Experience Metrics Will Improve Your Company’s Performance. 2: CSM Practice.

Journey mapping 98

Journey mapping Customer centricity SaaS Education 98

Beyond Philosophy

MARCH 15, 2017

Most importantly, these companies empowered the front-line teams to succeed in their jobs as well by removing metrics for job performance based on “average handling time.” Register now for Beyond Philosophy’s Customer Experience Essentials training course. Astonishing BIG Gains from Little Changes!

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Average Handle Time Self service Consulting Consulting 303

Beyond Philosophy

NOVEMBER 4, 2021

Making a financial case for him: If you can show how doing what you want will benefit the metrics that measure his success, either by producing results or reducing barriers, he will likely change his behavior. Also, finding ways of incorporating what you want into the metrics that get reported will help change behavior, too.

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Metrics Consulting Consulting Customer Experience 195

Beyond Philosophy

JUNE 19, 2017

Five years ago, incentives were also tied to customer-related metrics like on-time arrivals, lost baggage claims and traveler complaints. Of course, you also need to earn profits, otherwise you couldn’t keep operating. The airlines are taking a completely retrograde approach that is going to hurt them in the long run. Terrible Service!

Airlines 324

Airlines Consulting Consulting Customer Experience 324

Beyond Philosophy

NOVEMBER 25, 2021

Now, many of the “other” stats were probably pretty important, but this was one that I could understand, so it was my metric for comparison. Of course, what is essential to the customer changes depending on the type of customer they are. So, for me, it is how long the uninterruptable power supply lasts.

CRM 195

CRM Consulting Consulting Metrics 195

Beyond Philosophy

AUGUST 31, 2016

This fact is plain when you propose changing the goals of your company to report to a metric based on this fact. With this information and the specific actions you prescribe to get the experience back on course, the team will have what they need to be successful—which also has an excellent result for your employee satisfaction.

Customer emotions 279

Customer emotions Education Consulting Consulting 279

Beyond Philosophy

JANUARY 13, 2022

Of course, some customers need more time and attention than others, and that’s normal. The sales team’s compensation and work performance-related metrics are linked to their active accounts. An outside consultant is a great choice. But there are limits. Biases within an organization also cloud the decision.

Accountability 195

Accountability Consulting Consulting Sales 195

Vcaretec

JUNE 6, 2022

When measuring the investment of taking a firm’s call center in-house (insourcing), of course you will include direct employee costs, such as salary, but you should also be including other overheads, such as rental costs, utilities, employee benefits, recruiting expenses, and the like. Contact us today for a free consultation.

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Customer Care Wireless Telecommunications outsourcing 85

CX Journey

DECEMBER 11, 2014

So before the scores are calculated, And the mind of management gets complicated, Take a step back and pay attention, To the other metrics that depict the rate of retention. These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms.

Metrics 62

Metrics B2B Accountability Surveys 62

Real Blue Sky

FEBRUARY 2, 2023

The business owner decides to use a Fractional CIO who provides consulting and IT support on a part-time, project basis. Finally, she will provide detailed progress reports to the executive team and facilitate any course corrections and adjust the strategy as needed. What is a Fractional CIO?

industry standards 98

industry standards Consulting Consulting Technology 98