InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. In CX, the same applies to CSAT, CES, and whatever.

NPS 369

NPS Feedback Net Promoter Score B2C 369

GetFeedback

FEBRUARY 14, 2019

If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.

Metrics 195

Metrics Measurement Customer Success Customers 195

GetFeedback

AUGUST 16, 2018

Here’s a look at 11 customer service metrics that help companies measure support quality at scale. How do you know where you really stand with customers?

Metrics 195

Metrics Measurement Customer Service Customers 195

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction. This comprehensive guide will take you step-by-step through the essential elements of measuring customer satisfaction.

Customer Satisfaction 195

Customer Satisfaction Measurement Tips Feedback 195

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. She is a customer experience designer at the consulting firm, Stone Mantel , where the TWS metric was created.

Metrics 157

Metrics Customer Service Measurement NPS 157

BlueOcean

FEBRUARY 7, 2019

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. One Metric to Rule Them All. But where do we start?

Metrics 219

Metrics Customer Care Measurement Contact Center 219

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Metrics Measurement Net Promoter Score 59

Gainsight

JULY 30, 2024

What Are Customer Experience Metrics? Customer experience metrics are key performance indicators that measure the quality of interactions between a business and its customers. Customer experience metrics differ from other business metrics by focusing specifically on the customer’s perspective.

Metrics 52

Metrics Measurement Effort Score Customer Experience 52

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. This limitation questions its reliability as a sole metric for strategic decision-making.

NPS 305

NPS Net Promoter Score Effort Score Metrics 305

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Lumoa

NOVEMBER 8, 2018

You can easily see that NPS is the most common CX metric: almost two thirds of companies follow it. Three Customer experience Metrics The Customer Experience Metrics are the KPIs the business follows that involve customers’ input. Since 2003, when the metric was first introduced, NPS has been gaining popularity.

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

GetFeedback

FEBRUARY 14, 2019

If you’re ready to measure your live chat customer success, consider the following four metrics to identify your strengths and areas of improvement.

Metrics 150

Metrics Measurement Customer Success Customers 150

Kayako

JULY 22, 2022

What is not so simple is tracking and measuring all the different variables that influence customer perception. The reason is that customer service impacts the satisfaction metrics that influence customer perception, too. How to Identify and Measure Customer Perception. Customer perception is directly tied to the bottom line.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

GetFeedback

AUGUST 16, 2018

Here’s a look at 11 customer service metrics that help companies measure support quality at scale. How do you know where you really stand with customers?

Metrics 150

Metrics Measurement Customer Service Customers 150

eglobalis

NOVEMBER 3, 2024

This article explores ten practical strategies for B2B companies to move beyond rigid, cookie-cutter frameworks, offering a pathway toward a more personalized, authentic, and impactful CX approach that leverages a company’s unique strengths and the power of cultural innovation.

B2B 428

B2B Culture Innovation Loyalty 428

Help Scout

AUGUST 22, 2023

Measure and improve your customers' ability to be successful with your product by tracking these 8 key SaaS customer success metrics. Read the full article

Metrics 75

Metrics Measurement Customer Success How To 75

eglobalis

NOVEMBER 12, 2024

This article delves into eleven actionable strategies that leaders can implement to weave CX deeply into their service delivery approach. Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations.

Customer Centricity 388

Customer Centricity Strategy B2B Feedback 388

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway?

Net Promoter Score 147

Net Promoter Score Metrics NPS Customer Satisfaction 147

Lumoa

SEPTEMBER 8, 2020

Measuring customer loyalty these days is a little more complex. With that in mind, in this article, we cover why customer loyalty is important, along with a few metrics you can track to better understand your customer’s loyalty. Upselling Ratio The upselling ratio is a relatively straightforward metric.

Loyalty 195

Loyalty Measurement How To NPS 195

InMoment XI

APRIL 12, 2018

In this week’s blog I try and make the case for going beyond a single metric like NPS. It certainly has benefits, View Article. And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more.

Metrics 170

Metrics Measurement NPS 170

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? measure the customer experience, and each requires a slightly different approach. Different surveys help you measure the experience appropriately at all customer journey touchpoints, and there is no one-size-fits-all. In the middle?

Customer Journeys 195

Customer Journeys Touchpoint Measurement Survey 195

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. These metrics are about what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Answer Dash

DECEMBER 7, 2019

(This article is originally published on AdRoll - re-published by the consent of AdRoll) Once upon a time, customer loyalty depended on the product or service you’d provide. Let’s explore what customer experience means, and how to measure your key customer experience metrics. After all, how exactly do you measure an experience?

Metrics 79

Metrics Measurement Customer Experience Net Promoter Score 79

Playvox

MAY 24, 2023

For just about any business or department, metrics are crucial to measuring performance. For the typical contact center, metrics are the key to identifying the reason behind a bad day and being able to create operational efficiency that helps avoid a repeat. Let’s break down these three key metrics.

Call Center 52

Call Center Metrics Measurement Contact Center 52

ShepHyken

JUNE 2, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This excellent article includes seven tips to create stronger customer loyalty. Here are my top five picks from last week.

Customer Service 82

Customer Service Net Promoter Score Chatbots NPS 82

InMoment XI

APRIL 12, 2018

In this week’s blog I try and make the case for going beyond a single metric like NPS. It certainly has benefits, View Article. And it helps Fred Reichheld pay his mortgage. But like an Adam Sandler movie, there needs to be more.

Metrics 150

Metrics Measurement NPS 150

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. ” My Comment: Let’s start this week’s Top Five with a fun article by fellow customer experience expert Chip Bell. So, let’s learn!

Customer Service 87

Customer Service ROI Return on Investment Customer Journeys 87

ShepHyken

MAY 13, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. My Comment: This article is about customer support. My Comment: I enjoy articles on customer service metrics. What Is Churn Rate?

Customer Service 76

Customer Service Loyalty Programs Customer Retention Metrics 76

ECXO

AUGUST 19, 2024

Research shows that companies leveraging advanced experimentation techniques see significant enhancements in performance metrics, such as a 20% increase in customer satisfaction and higher sales conversion rates. This article delves into the transformative power of CX experimentation and how it can propel your business to new heights.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Strategy 364

Strategy Customer Experience Net Promoter Score Customer Centricity 364

GetFeedback

OCTOBER 27, 2019

The only way to really have an exact answer is to measure customer satisfaction. In this article, we talk about just that: how you can define customer satisfaction and the methods to measure it. However, this metric could be influenced by a number of things. Measuring your Customer Satisfaction Score (CSAT).

Customer Satisfaction 191

Customer Satisfaction Measurement How To Effort Score 191

InMoment XI

JULY 22, 2015

In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” View Article We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts.

Measurement 150

Measurement Metrics Tools 150

InMoment XI

JULY 22, 2015

In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” View Article We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts.

Measurement 150

Measurement Metrics Tools 150

InMoment XI

JULY 22, 2015

In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.” View Article We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts.

Measurement 150

Measurement Metrics Tools 150

BirdEye

OCTOBER 27, 2020

Without accurate measurement of customer sentiment, delivering great experiences is close to impossible. Without the right data and the right metrics, you and your team may be shooting in the dark in your attempts to improve business operations. 5 customer experience metrics: Pros and cons. Net promoter score.

Net Promoter Score 98

Net Promoter Score Metrics Measurement Effort Score 98

Help Scout

AUGUST 22, 2023

Discover and compare four customer satisfaction metrics you can use to measure customer satisfaction in a meaningful way. Read the full article

Customer Satisfaction 75

Customer Satisfaction Metrics Measurement Customers 75