Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The NPS is a great metric, but it is limited.

Customer emotions 282

Customer emotions Metrics Consulting Consulting 282

Beyond Philosophy

APRIL 20, 2016

In this series, professionals describe what numbers govern their happiness. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional Value. The NPS is a great metric, but it is limited.

Customer emotions 150

Customer emotions Metrics Consulting Consulting 150

Lumoa

FEBRUARY 9, 2023

Customer churn is the opposite of retention. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? So why should you care?

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Vonage

MARCH 27, 2018

So, instead of just simply changing the address, the agent might also offer to overnight ship a checkbook with the updated address to the customer. Interaction analytics – simply listening to customer conversations – can help sales and service teams uncover the drivers and effects of customer emotions.

Banking 91

Banking Coaching Government Analytics 91

Balto

SEPTEMBER 12, 2023

The Need for Understanding Customer Desires in Customer Experience Management A predictive analytics solution collects huge amounts of data across different customer touchpoints and calculates relevant metrics from your customers’ interactions, such as handling time, agent behavior, queue length, and other relevant call center metrics and KPIs.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52

Pointillist

APRIL 17, 2019

You know you need the right customer data analytics tools to discover customer journeys, understand customer behavior and provide your customers with a better experience. But standing in your way are existing customer data management challenges.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Pointillist

MAY 23, 2018

Visualize a “future-state” customer experience to spur innovation. Communicate and align the organization around a customer-centric model. Serve as a CX change management and governance tool. Customer journey mapping is an effective approach for transformation initiatives aimed at creating a customer-centric culture.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90