BlueOcean

OCTOBER 17, 2023

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “ Who Cares Wins.” Likewise, many organizations have established their own ESG guidelines and metrics—or been certified by third party validations—to hold themselves and their chosen vendors accountable. It is a worthy cause.

How To 177

How To Government Guidelines Effort Score 177

Team Support

SEPTEMBER 16, 2020

A Support organization that achieves above average speed of answer, higher than average closure rates, or better than average satisfaction scores cannot claim success from operations unless these efforts translate into a tangible business benefit.

B2B 89

B2B Effort Score Knowledge Base Customer Retention 89

Team Support

SEPTEMBER 8, 2020

It is not simply good enough to strive for service level performance targets and high customer satisfaction scores without pursuing an expected positive outcome from these efforts. World-class Support organizations are driven by the results of their efforts and not simply the level of effort.

B2B 64

B2B Effort Score Customer Expectations Customers 64

ijgolding

NOVEMBER 17, 2016

Senior management wanted to outsource the function but when the outsourcer wouldn’t sign up to a KPI that targeted them with maintaining a 95% “satisfied or very satisfied” CSAT score (which is the figure the Helpdesk was consistently achieving at the time), management quickly changed their minds!

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She has served clients as an independent consulting partner since 2004. To apply a science-based approach to improving the customer experience, Martha Brooke founded Interaction Metrics in 2004.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs. She has served clients as an independent consulting partner since 2004. To apply a science-based approach to improving the customer experience, Martha Brooke founded Interaction Metrics in 2004.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

ProProfs Chat

SEPTEMBER 20, 2019

This is where the Net Promoter Score (NPS) comes in. Invented in 2004, NPS was called the “the one question you’ll ever need.” It is the industry-wide metric used to measure customer loyalty. The best part of it is that the whole metric is based on only one single question. Passives: They are customers who rate you 7-8.

Survey 56

Survey Net Promoter Score Effort Score NPS 56