CSM Magazine

AUGUST 20, 2023

In today’s fast-paced legal landscape, analytics and reporting have become a game-changer for law firms and legal organizations seeking to stay ahead of the competition. Improved Productivity: Automated reporting features enable lawyers to generate reports quickly, saving time and improving overall productivity.

Analytics 52

Analytics Report Software Measurement 52

CloudCherry

FEBRUARY 26, 2019

Key Takeaways from Forrester Report on the State of Customer Analytics. The findings of the 2018 Forrester Report on the State of Customer Analytics are based on an online survey in which 144 North American analytics and measurement pros , from a broad set of industries, took part. Data Challenges that persist.

Analytics 256

Analytics Report Analysis Study 256

IntouchInsight

OCTOBER 30, 2023

At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America. This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality.

Study 317

Study Consumers Report Measurement 317

Kayako

JULY 22, 2022

What is not so simple is tracking and measuring all the different variables that influence customer perception. Barron’s reports that nearly 60% of Americans want the companies they spend money with to speak out about issues such as racial discrimination and social justice. How to Identify and Measure Customer Perception.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Storyminers

FEBRUARY 19, 2021

This recent report by North Ridge has many of the basic statistics and proof points you’ll need to put together your own best case for customer experience. Click on the link at the bottom to read the full report. However, the number of businesses measuring customer effort is low and has increased only slightly from 25% to 29.

Report 162

Report Self Service Customer Experience Loyalty 162

Experience Matters

OCTOBER 1, 2018

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. To compare scores across organizations and industries, Temkin Group measured the NPS of 342 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

NobelBiz

MARCH 5, 2024

As a call center stakeholder—be it an owner, manager, or supervisor—the task of harnessing call center reporting to pinpoint areas for improvement, optimize agent performance, and ultimately enhance customer satisfaction can seem daunting. Table of Contents What is Call Center Reporting?

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Pointillist

MAY 19, 2020

But what makes some organizations more effective than others at managing customer journeys, measuring outcomes and improving experiences? Adoption of a Journey-based Approach is Critical for CX Success High-performing organizations rely on a journey-based approach to effectively manage and measure CX and maximize business results.

Customer Journeys 94

Customer Journeys Measurement Report Management 94

GetFeedback

DECEMBER 26, 2018

The NPS survey measures long-term customer satisfaction and customer loyalty—two fundamentals for modern organizations. Measuring NPS with Salesforce. When you integrate NPS with Salesforce, you can filter and supplement reporting with additional customer data. Create a new summary report with your newly created NPS report type.

Net Promoter Score 210

Net Promoter Score NPS Measurement How To 210

GetFeedback

FEBRUARY 17, 2020

Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. But most importantly, when you measure NPS correctly, you get magical insight into what your customers want from you. But just measuring your NPS isn’t enough to get that growth rate boost. You need to take action on the results.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

GetFeedback

AUGUST 16, 2018

But when it comes to service quality, how do you measure where you really stand with customers? Here’s a look at the top 11 customer service metrics you should start measuring today. To measure customer happiness, turn to CSAT, CES, and NPS. CSAT surveys measure how customers feel about a specific interaction or experience.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Pointillist

JUNE 5, 2019

But how do leading organizations optimize their customers’ journeys, improve customer experience and measure its impact on their business? Sixty-nine percent of high-performing CX organizations say their CX measurement program is very or extremely mature, compared to only 1% of underperformers. Kerry Bodine CEO Bodine & Co.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

Clarivate

MARCH 6, 2024

2024 report key findings Samsung Electronics ranks first in the Top 100 Global Innovators 2024. See more analysis from the 2024 report here. Within the report we pinpoint the organizations leading the innovation ecosystem. The post Top 100 Global Innovators for 2024, revealed [Report] appeared first on Clarivate.

Innovation 52

Innovation Report Analysis Analytics 52

Confirmit

NOVEMBER 26, 2020

In this report, Forrester’s analysts lay out clear strategies to help you assemble a complete picture of the value customers derive from you. Download the report so you can: Identify what matters most across four dimensions of value; economic, functional, experiential and symbolic. Are your existing measures right?

Report 52

Report Measurement How To Customers 52

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Download report for $495. includes report plus dataset in Excel). includes report plus dataset in Excel).

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

Experience Matters

NOVEMBER 6, 2017

We published a Temkin Group report, Five Steps For Building A Strong CX Metrics Program. In this report, we provide a blueprint that organizations can follow to create an actionable CX metrics program. The post Report: Five Steps For Building A Strong CX Metrics Program appeared first on Customer Experience Matters®.

Metrics 202

Metrics Report Groups Measurement 202

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #1: Going from Measuring to Improving. Let’s dive in to see how they did it!

Customer Experience 529

Customer Experience Guest Experience Return on Investment ROI 529

ijgolding

DECEMBER 4, 2019

Perhaps a physical product; objectives that are easy to measure; that we can standardize; and so on. . In line with modern Quality management practices, Quality comes down to two things: The objectively measurable aspects of a product, most distinctly expressed as something free of fault. Is that the result or outcome of good quality?

Measurement 231

Measurement Meeting Customer Experience Professionals Training 231

Clarivate

OCTOBER 12, 2023

Our latest report, Redefining AI: How IP Practice Meets the Coming Wave, puts the perception of AI front and center to understand what’s next for the IP. Those questions were narrowly focused on IP, designed to measure critical parameters, including demographic make-up, comfort, benefits and risks, opportunities and impact.

Report 59

Report Meeting Survey Industry 59

Experience Matters

SEPTEMBER 11, 2017

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous five years.

NPS 267

NPS Net Promoter Score Report B2B 267

Kustomer

OCTOBER 24, 2022

While asking customers about their preferences and behaviors may seem relatively simple, many companies don’t know how to truly optimize the customer satisfaction reporting process to learn the most actionable information about their customers. Key Components of a Customer Satisfaction Report. Customer Satisfaction vs. CSAT.

Customer Satisfaction 98

Customer Satisfaction Report Net Promoter Score Effort Score 98

Experience Matters

NOVEMBER 25, 2014

We published a Temkin Group report, Evaluating Mobile eGift Card Purchasing Experiences. The report uses Temkin Group’s SLICE-B experience review methodology to assess the mobile sites of 10 retailers. Download report for $195. Here are the overall results: Download report for $195.

Report 265

Report Customer Connectedness Retail Groups 265

Clarivate

JUNE 21, 2022

Each year, the Journal Citation Reports (JCR) release provides a summary of the network of scholarly citations from the prior year of Web of Science coverage. What might this mean for the 2022 Journal Citation Reports? Journal Citation Reports can help you understand key citation impact trends to inform your publishing strategy.

Report 138

Report Metrics Comparison Study 138

Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. This is the fourth year that we’ve published this report on how companies are using CX metrics. Download report for $195. The bottom line : CX metrics are critical, but must be used correctly.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

ijgolding

NOVEMBER 23, 2018

Perhaps more than anything else, the way they tend to measure CX is failing to provide a truly accurate representation of the truth. When you consider that I am also of the opinion that measurement is perhaps the most important competency of all when it comes to the subject of CX, this is very concerning.

Measurement 208

Measurement Banking Gamification Financial 208

Clarivate

JUNE 28, 2022

Today we release the 2022 update to the annual Journal Citation Reports (JCR). The reports are used extensively by academic publishers across the globe to understand the scholarly impact of their journals relative to their field and promote them to the research community. You can view that here. This includes: 12,800 science journals.

Report 141

Report Metrics Comparison Conference 141

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Gainsight

FEBRUARY 7, 2024

That’s why here at Gainsight, we’re beyond thrilled to share our latest triumph: clinching the top spot in the Winter 2024 G2 Grid Report for Customer Success. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores. Let’s break it down.

Report 52

Report Roadmap Innovation Software 52

Second to None

NOVEMBER 12, 2023

By listening to their customers and measuring customer service standards, grocery brands can stay ahead of the curve and deliver what their customers need and want most— especially as consumer expectations and trends evolve. Mystery Shopping measures operational standards and brand performance.

Measurement 62

Measurement Brands Customer Experience Touchpoint 62

Experience Matters

DECEMBER 6, 2017

We published a Temkin Group report, The State of CX Metrics, 2017. The post Report: The State of CX Metrics, 2017 appeared first on Customer Experience Matters®. We also had them complete our CX Metrics Program Assessment that evaluates the degree to which these efforts are Consistent, Impactful, Integrated, and Continuous.

Metrics 228

Metrics Report Groups Study 228

Beyond Philosophy

FEBRUARY 10, 2022

I am surprised daily about how many organizations can’t articulate how their improvement in various experience measures, like Net Promoter Score® , will benefit the organization. Too often, an organization is excellent at collecting data to measure the effects of their efforts but has no idea how they will use it.

Measurement 166

Measurement Customer Experience Net Promoter Score Effort Score 166