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. Use our CX Metrics Assessment, along with data from large companies, to benchmark your organization’s CX metrics efforts.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Thematic

OCTOBER 8, 2024

In this article we’ll run through the best VoC analytics tools for creating surveys, collecting customer feedback, performing AI analysis, and more. Why VoC Analytics Matters Voice of the Customer (VoC) refers to your customers’ needs, expectations, and desires. What Are VoC Analytics Tools?

Analytics 62

Analytics Tools Feedback Handbook 62

Brandwatch CX

JULY 4, 2022

If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. Top 7 Free Instagram Analytics Tools. Union Metrics.

Analytics 98

Analytics Tools Social Media Metrics 98

BirdEye

NOVEMBER 21, 2022

When it comes to social media, analytics is everything. Thankfully, social media analytics is becoming easier and more accessible. In this blog, we’ll show you why social media analytics is important, talk about ways to get started, and how best to use social media data to gain valuable insights for your marketing efforts.

Social Media 98

Social Media Analytics Multi-Channel Metrics 98

BirdEye

DECEMBER 29, 2022

There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Effort Score 98

CustomerSuccessBox

APRIL 19, 2022

Customer journey analytics is enabling access to tap into the customer behavior across touchpoints and over time to measure the impact of customer behavior on business outcomes. What is Customer Journey Analytics? Why is it important to have Customer Journey Analytics? From marketing to customer support to even customer success.

Customer Journeys 52

Customer Journeys Metrics Analytics Touchpoint 52

Gainsight

MAY 12, 2022

That’s why product analytics is a razor-sharp tool for product leaders. Product analytics is the machete that you can use to slice through the thickest feedback and shape your product growth strategy. In this article, we lay out the five ways product analytics enhance your customer’s experience and make your job easier.

Analytics 105

Analytics Customer Experience Roadmap Feedback 105

AWS Machine Learning

JANUARY 25, 2023

This post shows you how to use an integrated solution with Amazon Lookout for Metrics to break these barriers by quickly and easily detecting anomalies in the key performance indicators (KPIs) of your interest. Lookout for Metrics automatically detects and diagnoses anomalies (outliers from the norm) in business and operational data.

Metrics 81

Metrics Loyalty Loyalty Programs Measurement 81

Optimove

AUGUST 7, 2022

What is Mobile App Analytics? Mobile app analytics captures data from mobile apps to determine app visitors, record behavior, and describe app performance. Mobile app analytics help you answer various questions about your app’s users, including: What do users engage with inside your app? App Analytics Best Practices.

Analytics 40

Analytics Metrics Groups Measurement 40

Thematic

DECEMBER 28, 2022

Feedback analytics software is a powerful tool in a product manager's arsenal. In this post, we'll discuss six ways that feedback analytics can help product managers build better products! Identify pain points Feedback analytics software analyzes the feedback users share to identify, understand and quantify pain points.

Analytics 71

Analytics Software Feedback Management 71

Gainsight

AUGUST 10, 2022

What can the hit TV series Ted Lasso tell us about behavioral analytics? Unlocking the power of behavioral analytics. Behavioral analytics is the process of analyzing user engagement data to understand how users are engaging with your product. Getting started with behavioral analytics. Determine events.

Analytics 52

Analytics Metrics Customer Journeys Data 52

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Leverage customer data and analytics to understand their preferences, purchase history, and behaviour. Take The Lead!

Net Promoter Score 370

Net Promoter Score Self Service Effort Score NPS 370

AWS Machine Learning

AUGUST 11, 2022

This post shows you how to use an integrated solution with Amazon Lookout for Metrics and Amazon Kinesis Data Firehose to break these barriers by quickly and easily ingesting streaming data, and subsequently detecting anomalies in the key performance indicators of your interest. You don’t need ML experience to use Lookout for Metrics.

Metrics 76

Metrics Measurement Effort Score Wireless 76

Brandwatch CX

FEBRUARY 15, 2019

If you want to go a bit deeper than Instagram’s own analytics offering, this list is for you. Luckily, there are several Instagram analytics tools available to help brands understand what resonates with their audience and how they can optimize their content output. Top 7 Free Instagram Analytics Tools. Union Metrics.

Analytics 102

Analytics Tools Social Media Metrics 102

Lumoa

NOVEMBER 8, 2017

The most widely used customer experience metric NPS (check what Net Promoter Score is about and how to use it for your company) actually gives all the necessary ingredients for the actionability. It is very typical that a customer experience metric is followed on leadership team level only as a number.

Feedback 275

Feedback Net Promoter Score Analytics Metrics 275

Gainsight

JUNE 21, 2022

The good news is that there’s a simple fix: with product analytics powering the operation, creating impactful product roadmaps is a breeze. Are you ready to learn more about how you can use product analytics to craft your product roadmap and accelerate growth? This is where product analytics can be beneficial.

Roadmap 52

Roadmap Analytics Analysis User Experience 52

Brandwatch CX

FEBRUARY 3, 2019

A large part of a successful social media strategy involves monitoring metrics and analyzing the performance of your posts. Thankfully there is no shortage of Facebook analytics tools to help maximize its potential. Free Facebook Analytics Tools. It provides detailed metrics about your posts and the engagement they earn.

Analytics 89

Analytics Tools Social Media Analysis 89

InMoment XI

OCTOBER 4, 2023

When businesses solely focus on the ‘what’ of customer experience data—such as numerical ratings and surface-level feedback—it sets them up for many unproductive discussions and mathematical scrambling to appease an analytical audience. This is the validation from your customers that you have achieved integrated CX!

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

Comm100

MARCH 28, 2018

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Apart from these metrics, you can also measure agents on their overall quality of service. These are more of an internal metric, measured from a performance management point of view. Analytics Applications.

Metrics 116

Metrics Report System Customer Service 116

Lithium

JUNE 27, 2022

Take a deep dive into reading between the lines of your TikTok analytics and why they’re unlike any other. billion lifetime downloads globally. Unlike the more traditional social media channels, what is required to read TikTok's metrics goes far beyond Twitter or any Meta social channels. By Q1 of 2021, TikTok had amassed 3.5

Analytics 52

Analytics Engagement Social Media Video 52

inQuba

JULY 3, 2022

The domain is comprised of traditional journey mapping, Journey Analytics and Journey Orchestration. In short, customers’ journeys need to be understood before they can be managed, and Journey Analytics makes this possible. So, what is this analytics aspect of journey management all about? What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Omni-Channel Multi-Channel 52

Experience Matters

DECEMBER 16, 2014

Our research into leading practices uncovered five trends that will redefine how customer insights teams operate: 1) Deep empathy, not stacks of metrics, 2) Continuous insights, not periodic studies, 3) Customer journeys, not isolated interactions, 4) Useful prescriptions, not past descriptions, and 5) Enterprise intelligence, not customer feedback.

Report 325

Report Customer Connectedness Customer Experience Trends 325

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. If your budget allows, best-in-class AI-supported analytics are the goal. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 99

Social Media Analytics Tools Marketing 99

Gainsight

NOVEMBER 10, 2021

Enter product analytics, the secret to building your own product-led machine. Strap in for a full look at the role of product-led strategies along with how to use analytics to drive product-led success. . Success metrics have shifted. In SaaS, it’s not enough to measure metrics such as revenue or units sold.

Analytics 52

Analytics How To Handbook User Experience 52

Bob Hayes

OCTOBER 23, 2017

Download the free 22-page white paper by clicking the image. We found that analytical leading companies, more so than analytical lagging companies, infuse analytics practices throughout their entire customer program, from setting strategy to delivering insights. Download the complete 22-page white paper here.

Analytics 68

Analytics Competitive Advantage Government Customer Centricity 68

Playvox

JUNE 22, 2023

Tracking, reporting, and improving upon metrics are essential across all areas of business, including finance, sales, marketing, and contact center management. Understanding the key call center efficiency metrics to track , and more importantly, how to improve them, will set you up for success and help keep your customers happy.

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

CSM Magazine

FEBRUARY 11, 2021

Calabrio has recognised three organisations with awards for their innovative use of workforce optimisation analytics. Insights from these analytics-driven contact centres have been captured in a free to download ebook to help other businesses support different ways of working in turbulent times. About Calabrio.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

NetBase

FEBRUARY 28, 2020

It’s because they’re long on expectations and short on insight – and it’s why having a strategic social analytics program is so essential. Our latest report shares Five Steps to Building a Successful Social Analytics Program. Social Analytics Adoption Barriers. Social Analytics in a Nutshell. Protect brand reputation.

Analytics 60

Analytics Automotive ROI Metrics 60

Fox Metrics

JULY 30, 2020

This is why every company, regardless of its size, needs a web analytic tool to unlock these insights to improve marketing and user experience. While there are several tools for web analytics , few stand out and provides you with an exceptional understanding of your web performance. Table of Contents What is Web Analytics?

Analytics 59

Analytics Tools Metrics Measurement 59

InMoment XI

MAY 2, 2024

Download Report 5 Retail Reputation Management Strategies for Business Success Talking about reputation management for retail companies is one thing, but doing it is another. With locations pages, you are able to track location-specific metrics such as impressions, website, call, and navigation clicks.

Retail 195

Retail Customer Retention Strategy Management 195

NetBase

APRIL 5, 2019

April 2019 Update: Our list of free social media analytics tools has been refreshed for 2019 – check it out below! It’s a process that can only be accomplished with the help of social analytics tools. If your budget allows, best-in-class AI-supported analytics are the goal. WHAT IS SOCIAL MEDIA ANALYTICS?

Social Media 85

Social Media Analytics Tools Marketing 85

Comm100

AUGUST 21, 2018

One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 101

Metrics Chatbots Average Handle Time Effort Score 101

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. 2. Active Users.

Metrics 52

Metrics Customer Success Measurement Financial 52

Comm100

AUGUST 21, 2018

One of those considerations is metrics. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” These metrics can be planned – and checked for quality – by comparing them to your existing agent metrics.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Experience Matters

OCTOBER 15, 2014

While companies today are investing more money into most VoC solutions, spending on text analytics and predictive analytics has increased the most dramatically over the past year. Looking ahead, companies plan on focusing less on multiple-choice surveys and more on interaction history and predictive analytics.

Report 251

Report Customer Connectedness Net Promoter Score Effort Score 251

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59