Comm100

DECEMBER 19, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. Defining metrics and key performance indicators. This means training employees, redesigning systems, establishing internal communication channels and aligning rewards with the achievement of set goals.

Strategy 390

Strategy Customer Experience How To Customer Journeys 390

GetFeedback

DECEMBER 21, 2018

The study also found that top-performing companies are 50% more likely than their peers to have well-designed user journeys that facilitate clear communication and a seamless transaction. Download the ebook today. Though CSAT only reflects a slice of the greater customer journey , it’s a good start.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. Effective account management requires communication across multiple departments to ensure a cohesive experience.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

BlueOcean

OCTOBER 6, 2020

Is communication still going strong and do you feel comfortable in those interactions? What Service Level Metrics Are Most Relevant to Your Business Now? Let’s face it: Contact center metrics that measure customer service as if it’s some kind of race (think Average Handle Time) are frankly table stakes. Are Your Customers Happy?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

Comm100

MAY 13, 2020

No matter which channel your customer reaches out from, you will have to assign this communication to an agent. The COVID-19 storm brought about changes to the virtual landscape that have made it more critical than ever for your agents to implement video or audio calls to communicate effectively. Include robust reporting.

Omni-Channel 147

Omni-Channel eBook Chatbots Knowledge Base 147

Comm100

APRIL 12, 2018

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. The three metrics used for measuring customer experience are NPS, CSat, and CES; the latter measures customer effort and the rest are used to measure customer satisfaction. Negatives of CES.

NPS 194

NPS Measurement Effort Score Customer Experience 194

BlueOcean

MARCH 31, 2021

And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day. 44% saw an increase in email communication, 29% saw an increased use of their IVR, 26% saw a greater use in their online livechat tools, and 20% saw more text/SMS use.

Omni-Channel 156

Omni-Channel Tourism Self Service Contact Center 156

ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Metrics 75

Metrics Customer Success Net Promoter Score Effort Score 75

C3Centricity

MARCH 18, 2020

Borders bookstores who didn’t get into eBooks. Motorola , once the leader in smartphones, who didn’t embrace new communications technology. Are you using the right communication channels? Image metrics will tell you which of them need to be boosted, depending upon any desired changes you need to make.

Marketing 240

Marketing Advertising Brands Consumers 240

Comm100

JUNE 13, 2018

Metrics and Measures. We’ve talked about metrics and KPIs on the blog previously and we’ve focused on ensuring that you’re actually measuring the right things and how to measure. The standard metrics and KPIs we’re all used to still have a place, it’s just all about ensuring that they don’t take the place of the human touch!

Customer Service 131

Customer Service Airlines Call Center Metrics 131

LiveChat

JUNE 8, 2018

Effective communication is the key to building and nurturing any relationship – be it personal or professional. Even in business, communicating with customers effectively can help you gain their loyalty – leading to repeat purchases, positive word-of-mouth, and referrals. Pay Close Attention to Your First Impression.

Communication 66

Communication Social Media B2C B2B 66

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Comm100

OCTOBER 8, 2016

Relationship Marketing, an aspect of Customer Relationship Management (CRM), is the term used to describe the focus on the customer’s experience over boosting short-term metrics like acquisition and sales. A good blog communicates to customers that you care about solving the problems in their industry. Enhance your blog. White Papers.

Customer Retention 163

Customer Retention Loyalty Strategy Loyalty Programs 163

inQuba

FEBRUARY 10, 2025

Download this buyers guide as a complimentary ebook. Get it here Download this buyers guide as a complimentary ebook. You can opt-out of all communications at any time. The objective of the program was to boost customer acquisition, conversion, and insight. This form is protected by reCAPTCHA.

Customer Journeys 52

Customer Journeys Omni-Channel Management Insurance 52

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Retention Attention: Metrics and Best Practices That Up Your Retention Game. 5 Best Practices For Crisis Communication During COVID-19. Bookmark this list and get through it bit by bit.

Resources 111

Resources Customer Success eBook Multi-Channel 111

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. In this post, we will cover six customer success health scoring metrics that will help you get started. 6 Customer Success Health Scoring Metrics. Customer Health Score Challenge—Customer Health Data Spread Out. Product Usage.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ClientSuccess

FEBRUARY 1, 2021

After a whirlwind 2020, one of the biggest takeaways in the customer success space is that flexibility, visibility, and customer communication are the foundational keys for making any account be successful. eBook: The Ultimate Guide to SaaS Customer Success Metrics. Webinar: Delivering Customer Success at Scale.

Software 104

Software Customer Success Effort Score eBook 104

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind. Email is a foundational pillar of customer support.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Comm100

SEPTEMBER 10, 2020

And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. Use fast email times as an opportunity to set your team apart, and keep a competitive response metric top of mind. Email is a foundational pillar of customer support.

Omni-Channel 130

Omni-Channel Social Media System Report 130

Gainsight

NOVEMBER 15, 2021

Broadly, everyone keeps an eye on the bottom line, but each department prioritizes its specific performance metrics. The reason companies focus on NRR is because it’s much more meaningful than other revenue-based metrics. Reaching World-Class NRR Metrics. The post Why Is NRR Your Most Important Growth Metric? It’s not. .

Metrics 52

Metrics Measurement Customer Success eBook 52

SurveyGizmo

NOVEMBER 5, 2021

Please download our CX Predictions for 2022 ebook for our full report. The API can serve as a catalyst for automated actions based on metrics like lead score. They may look at the metric every quarter, but few act on it. This is part 3 in a 5-part series. CX Lags Behind. Like many companies, we collect NPS scores from customers.

Data 98

Data Net Promoter Score NPS Effort Score 98

Comm100

SEPTEMBER 7, 2017

eBook] The Guide to Becoming a Top Performing Live Chat Agent. To further reduce first contact resolution, here we offer 12 essential tips for live chat agents to communicating effectively, addressing customer issues efficiently, and representing your brand professionally. I’m a compassionate person. Live chat is not a solo game.

Sports 164

Sports Average Handle Time Call Center Customer Service 164

Centercode

DECEMBER 22, 2020

This year has forced us to grow and change many, many aspects of our lives, from how we work (#remote), to how we communicate with our team (“Can you guys see my screen?”), This combination ebook-and-worksheet is a roadmap for keeping testers engaged, because targeted feedback is critical to product success.

eBook 75

eBook Case Study ROI Roadmap 75

ClientSuccess

DECEMBER 21, 2020

With ClientSuccess , customer success teams can confidently track valuable metrics and data while tracking customer touchpoints and communications. eBook: Customer Success Best Practices form 20+ Executives. You can learn more about ClientSuccess with these additional resources: Webinar: The State of Customer Success in 2020.

Customer Success 93

Customer Success eBook Touchpoint Course 93

InnerTrends

MAY 23, 2018

For instance, if you download an ebook, you will automatically be put on an emailing list and you will receive other emails related to other ebooks, until they run out of ebooks to advertise for :). Say a client downloads an ebook and then reaches the onboarding step. These are event driven marketing automations.

Marketing 73

Marketing Net Promoter Score eBook NPS 73

GetFeedback

FEBRUARY 15, 2019

Putting a metric to customer happiness helps you focus your efforts on moving the needle. They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Their feedback can inform strategy and customer communications. Audiences appreciate personalization. Who are they?

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

ClientSuccess

OCTOBER 5, 2021

For a team to be truly successful in the customer success world, data and metrics should inform every decision made. Customer engagement: Regular, ongoing check-ins and communication with your customers is vital for fostering long-term value and building relationships. eBook: 5 Ways To Surprise & Delight Your Customers.

Customer Success 72

Customer Success eBook Customer relationships Metrics 72

TechSee

MARCH 7, 2022

Download our eBook: What Self Service Will Look Like in 2025 . Traditional performance metrics are not relevant for self-service. Building an online community boosts customer engagement and experience, enables communicating with other users to share issues and resolutions and find answers to common questions.

Self Service 109

Self Service Examples Customer Service Representative Virtual Agent 109

ChurnZero

NOVEMBER 9, 2021

No matter what channels of communication you use, however, experiences should be consistent across the board. Communicate wait times if there’s any sort of delay to speak to a team member, and follow up with customers after the fact. This could include email, chatbots, phone lines, and in-app support.

Company 97

Company Customer Experience Survey eBook 97

OpinionLab

JUNE 20, 2017

Digital feedback has the potential to have far-reaching business impact on defining metrics, such as customer loyalty and revenue. Listening involves a two-way communication exchange, where your customers speak to you and you then take the time to consider what they are actually saying. But only if it’s harnessed correctly.

Feedback 114

Feedback Tips Customer Experience Touchpoint 114

inmoment

JULY 16, 2019

Measuring customer experience (CX) has always been a numbers and metrics game. And while standard CX metrics like Net Promoter Score (NPS®), Customer Satisfaction (CSAT), and Customer Effort Score (CES) provide some insights into customer experience, they don’t tell the whole story. Customers are more than numbers.

Metrics 40

Metrics Net Promoter Score Effort Score Customer Experience 40

NobelBiz

JANUARY 30, 2024

It occurs when a business’s communication channels are overwhelmed and unable to handle incoming contacts and calls. The correct and comprehensive strategy would be the one that focuses on regulatory compliance, leveraging technology, and optimizing communication.

Call Center 103

Call Center Telecommunications Contact Center Self Service 103

ClientSuccess

APRIL 6, 2021

A repository for all conversations, communications, and customer notes. A key feature of an ideal customer success platform is the ability to track and manage all conversations, outreach, and communication in one place. Customer ‘success’ is measured by many different metrics. Toolkit: Customer Success Metrics Toolkit .

Customer Success 68

Customer Success eBook Metrics NPS 68

ChurnZero

JANUARY 10, 2022

You’ll be able to put together much more efficient internal workflows and define responsibilities and metrics. Your metrics are going to be different from your customers’ key metrics since you both have different goals. It’s much more useful to track how quickly your customer starts deriving value from your product.

Metrics 98

Metrics Customer Success eBook Training 98

Comm100

JANUARY 25, 2018

10% higher customer metrics. Ensure that the survey length and your deadline for completion is realistic and clearly communicated. This eBook walks you through a step-by-step plan for CX success with a ready-to-use customer experience mapping template. 21% higher productivity. 37% less absenteeism, and. Download Now.

Customer Satisfaction 138

Customer Satisfaction Survey Feedback eBook 138

ClientSuccess

OCTOBER 25, 2021

Knowing how to identify these indicators, which metrics to track for each, and how to gauge success is critical for any customer success team looking to set themselves up for long-term success. Here, we’ll take a deeper look at the customer success leading indicators discussed in Part 1 to uncover some critical metrics behind each one.

Customer Success 64

Customer Success eBook Metrics Measurement 64

Kayako

OCTOBER 29, 2015

But when customer support is outsourced, the two-way communication between support and the rest of the business is broken. The tools and metrics aren’t aligned. Metrics allow you to align the success of the outsourced team with your business. We’ve got some great free resources to help you do this: The Rock Your Support ebook.

Poor Customer Service 120

Poor Customer Service Feedback Metrics Customer Service 120