Steve DiGioia

JUNE 26, 2023

We use numerous metrics to gauge customer sentiments. We sit through seminar after seminar to learn the latest tactics to enhance the customer experience and spend thousands of dollars on certification courses signaling to our peers our “expertise”. Does this mean that metrics, certifications, and expert suggestions don’t have value?

Customer centricity 195

Customer centricity Coaching Metrics Accountability 195

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

SaaS 98

SaaS Metrics Accountability Technical Support 98

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

Best practices 91

Best practices Metrics Education Customer advocacy 91

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. There is often more than one way to calculate a given Customer Success metric; Gaming.

SaaS 52

SaaS Metrics Customer retention Construction 52

Beyond Philosophy

DECEMBER 8, 2022

Diminishing sensitivity to improvements is a little like the difference between giving a wealthy person $100 vs. giving it to someone poor. The wealthy person will appreciate it, of course, but the poor person will feel the effects of an extra $100 more than the wealthy one. Then, of course, if the 4.5

Consulting 195

Consulting Consulting Metrics Personalization 195

JustCall

MARCH 13, 2020

If you want your brand, product or service to outshine your competitors in the market, make sure you track the right set of customer service metrics. But are you confident about the customer service metrics that you are tracking? Are you sure you have the right set of KPI metrics to bring the customer success you have dreamt of?

Metrics 96

Metrics Customer Service Interactive Voice Response Customer retention 96

ChurnZero

SEPTEMBER 8, 2021

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . SaaStr Annual 2021 – September 27-29, 2021 San Mateo, CA.

Personalization 52

Personalization SaaS Upselling B2B 52

Education Services Group

SEPTEMBER 15, 2020

Marketers regularly rely on email metrics because that data tells them who is ready to move down the funnel, and maybe even talk to a salesperson. Email metrics serve as customer engagement metrics, which are incredibly powerful predictors of churn. Each of these metrics is essentially the inverse of the other.

Metrics 52

Metrics Marketing Best practices Personalization 52

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Net Promoter Score, or NPS, is an established, popular metric for measuring how your customers view your company or product. We all know it from our personal lives.

SaaS 49

SaaS Metrics Customer retention Surveys 49

Beyond Philosophy

DECEMBER 10, 2021

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. Of course, things like “enrichment” are hard to measure. Several industries use this metric already.

Airlines 274

Airlines Metrics Accountability SaaS 274

SharpenCX

DECEMBER 9, 2020

At this point, I was trying to half-way fold laundry and keep my 2-year-old from whining so I could hear a live person finally answer the phone. Meanwhile, managers and leaders are disappointed by plummeting metrics and the inability to satisfy every customer. Everyone loses. And, they may be sacrificing good customer care as a result.

Abandon Call 67

Abandon Call Metrics Call Center Interactive Voice Response 67

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

Fonolo

SEPTEMBER 13, 2022

Of course, these surveys aren’t a foolproof way to improve customer service experience. Personalization. Of course, it’s not enough to inform your entire customer experience strategy. However, it provides valuable insight to supplement other data collected through metrics and more. Through after-call surveys.

Surveys 150

Surveys Interactive Voice Response First call resolution Feedback 150

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model.

Metrics 80

Metrics SaaS Surveys Enterprise 80

CSM Magazine

FEBRUARY 6, 2019

As Dino Forte, CEO, Ventrica , insists, if companies truly want to release the strategic CX objective, it is time to end the outdated focus on AHT and create a new culture that embeds quality, satisfaction, loyalty and advocacy metrics within contact center performance. Of course, AHT still has a role to play. Quality versus Quantity.

Metrics 55

Metrics Customer Service Management Contact Center 55

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

Helpware

NOVEMBER 14, 2016

Outsourcing customer support can be great for your cash flow and your time, but one of the first things about a successful outsourcing program is to have key performance indicators or metrics that tell you how well you’re doing so you can get where you want to be. How long does it take from when the customer calls in to get to a live person?

Metrics 40

Metrics Customer Support outsourcing Wait times 40

C3Centricity

JULY 2, 2016

It is what your customers think it is; its brand image, personality and its value to them. I was lecturing at Miami University a couple of weeks ago on brand image and personality. And this is where image and personality play vital roles. A brand needs to have a clear image, personality and equity in the minds of its customers.

Personalization 63

Personalization Marketing Advertising Metrics 63

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.

Airlines 419

Airlines Customer centricity Call Center Quality management 419

Fonolo

SEPTEMBER 21, 2023

The 4 Most Important Call Center Agent Performance Metrics 1. Customer Satisfaction (CSAT) Customer satisfaction is, of course, the reason we’re all here. This call center metric is an essential gauge of customer perception — how they perceive your product and service. Still, many managers use this back to front.

Call Center 87

Call Center Schedule adherence Average Handle Time Construction 87

Toister Performance Solutions

AUGUST 22, 2017

Celeste Peterson, a Customer Advocacy Supervisor at Palo Alto Software, asked: What do you think are the most important metrics to track for a small customer service team? Celeste's question intrigued me personally because I've heard it a lot recently and even wrote this blog post about it. There were a few nice responses.

Metrics 68

Metrics Customer advocacy Feedback Accountability 68

Bill Quiseng

NOVEMBER 1, 2023

Of course, George Washington. Who was the first person on the moon? And it’s the best emotional value in their experience, not your best customer journey mapping, Peak End Rule, NPS, CSAT, CES or other CX metric strategy of your experience. It was number four? George Washington was the first President of the United States.

Journey mapping 97

Journey mapping Customer Care Education Metrics 97

Fonolo

JANUARY 31, 2023

Simply put, call center training is any course, seminar, video, coaching session, or other activity that teaches the skills and behavior required for success in a call center. E-learning and Online Call Center Training Courses E-learning is a great way to complement practical and in-house call center training. Act it out.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Lumoa

FEBRUARY 2, 2023

These elements, and others, are still significant today, of course. Where and how they take place has changed, of course. If your digital marketing isn’t up to snuff, check out these great digital marketing courses to get caught up. You can measure customer satisfaction through two metrics. This data is powerful.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

Lumoa

JANUARY 15, 2024

The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. Of course, chatbots can’t answer every query. Setting the Right Metrics and Measuring ROI There’s no point investing in new technology and systems if you have no idea whether they will provide ROI.

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Fonolo

OCTOBER 26, 2022

You’ll scramble to find new talent, and your customer experience, profits, and metrics will suffer. Intrinsic motivation refers to self-fulfillment and personal satisfaction. Of course, extrinsic and intrinsic motivation are both necessary to inspire your agents. Agent education opportunities might include: Courses.

Call Center 142

Call Center Abandon rate Education Contact Center 142

Comm100

NOVEMBER 3, 2017

How are you supposed to find social media training activities and courses that will bring everyone up to speed? The following blog post will give you helpful training tips, social media training exercises, and a brief list of courses that will help your social media team rise above and beyond. Where to Start.

Marketing 45

Marketing Accountability Customer Service Feedback 45

24-7 InTouch

MARCH 8, 2023

Identifying goals and metrics to measure progress are among the biggest difficulties that organizations encounter. I must accept failure when it happens, learn from my mistakes, then plot a different course of action. Q: How can women achieve harmony in their professional and personal lives?

Metrics 98

Metrics Personalization 98

Steve DiGioia

JANUARY 6, 2020

What personal characteristics are so important to you, and your customers, that each new hire is required to possess? Confidence. ? Fear takes a back seat to this person who’s not afraid to take the lead. But you sure have put together a potential stellar person who can help your business prosper and one your customers will love.

Customer Service 200

Customer Service Scripts Best practices Metrics 200

Fonolo

SEPTEMBER 28, 2022

Customer satisfaction and net promoter scores are helpful metrics, but the after-call survey is the most immediate resource. Of course, you should still use other KPIs to improve your call center. 4. Personalize Each Survey. Consistent questions are easier for analysis, but that doesn’t mean you can’t personalize them.

Scripts 138

Scripts Surveys Interactive Voice Response Call Center 138

ChurnZero

DECEMBER 21, 2022

We’re only human and dealing with a torrent of media, distractions, deadlines, personal issues, and everything in between. 1/ Crash course in Customer Success and SaaS metrics. 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.

SaaS 98

SaaS Benchmark Metrics Consulting 98

Totango

JUNE 30, 2020

Make sure the metrics behind health scores and early warning systems are updated to account for the new environment. Segmentation, which we will talk about next, is critical to implementing this personalized messaging strategy. Many are trying to reduce costs and will want to know how to do more with less. Segmentation and Support.

Best practices 126

Best practices Customer retention Metrics Enterprise 126

delighted

JULY 13, 2021

going through a training course, applying for an internal role, or submitting an IT ticket). Regardless of whether a survey is relational or transactional, effective employee surveys have similar anatomy and contain three main components: An outcome metric, driver items, and open-ended questions. In our view, this is misguided.

Surveys 98

Surveys Employee engagement Metrics Feedback 98

ThriveableBiz

NOVEMBER 13, 2023

In a survey, tell participants their answers will be merged with everyone else’s data, and they won’t be personally identified in the analysis. If not overwhelmed, by an endless stream of metrics, KPIs, Net Promoter Scores etc. Who is this person? Research is often a Left-Brain activity, tied-up in logic, metrics and facts.

Marketing 52

Marketing Upselling Metrics Surveys 52

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. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. How comfortably they can integrate the product into their daily workflow.

Customer Experience 118

Customer Experience Education Customer centricity Metrics 118

Global Response

JULY 28, 2023

By doing so, you can figure out the percentage of customers that were retained (but not new) over the course of a certain amount of time. Of course, modern technology and solutions can help companies achieve these results—but focusing on expansion or technology at the expense of key fundamentals will backfire.

Customer retention 62

Customer retention Contact Center outsourcing Feedback 62