Totango

JANUARY 10, 2024

“Rather than gleaning actionable insights from siloes or single sources, our focus in 2023 has been gathering insights directly from our clients from areas that all of us are familiar with: NPS, surveys through support, post-implementation, product insights, business reviews, and more.”

Sales 93

Sales industry standards Benchmark Healthcare 93

Fonolo

FEBRUARY 9, 2023

In the world of contact center metrics, service level has always held a special place. This metric is universally understood across the industry, and clearly conveys how quickly customer calls are answered by support agents. Whatever the story is, clearly we need to approach this “standard” with skepticism.

Service level 142

Service level Call Center Abandon rate Metrics 142

Lumoa

FEBRUARY 9, 2023

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. It involves analyzing customer data such as customer feedback surveys, customer reviews, customer support inquiries, and more.

Customer Experience 178

Customer Experience B2C Journey mapping B2B 178

Lumoa

FEBRUARY 20, 2018

Set a common customer experience metric and target for the organization. Consolidate customer experience insights into one single dashboard and give all the teams the access to the same insights about what is driving the metric up or down. The Net Promoter System is a powerful metric for target setting. Why did we choose NPS?

Customer Experience 150

Customer Experience Customer centricity Feedback Metrics 150

Education Services Group

JULY 29, 2020

Examples would be monthly product updates, quarterly newsletters, or upsell campaigns. You should regularly review metrics like delivery rate, bounce rate, open rate, click through rate, and unsubscribe rate on any emails you send. How are you incorporating surveys into your communications? How about custom surveys?

Marketing 52

Marketing industry standards Surveys Upselling 52

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Fonolo

JUNE 9, 2014

In the world of contact center metrics, “service level” has always held a special place. It gives the industry a universally understood way to talk about how quickly customer calls are answered by support agents. Even more astonishing is that most call centers would name the same target value for that metric: the magical “80/20”.

Service level 96

Service level Call Center Abandon rate Metrics 96

Lumoa

MARCH 20, 2018

upselling to the most loyal customers) Process changes (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. This type of survey is a great way to close the loop on a customer interaction and make sure that you’ve met their expectations.

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Totango

OCTOBER 15, 2020

To aid with this compliance, CDPs are often built on foundations that prioritize security and privacy , enabling companies to protect customer data by: Complying with Key Industry Standards: Security standards like ISO/IEC 27001 detail requirements on how to properly manage information security. Demographic and behavioral data.

Enterprise 63

Enterprise Surveys industry standards Feedback 63