ShepHyken

JULY 21, 2024

The Ongoing Decline of Brand Loyalty, What’s Driving It and What Should Be Done About It – Interview with Simon Morris of ServiceNow by Adrian Swinscoe (CustomerThink) Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Leadership wants to see the numbers before they make an investment.

Customer Service 83

Customer Service ROI Return on Investment Customer Journeys 83

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Eptica

NOVEMBER 6, 2019

Date: Wednesday, November 6, 2019 Author: Guest author - Jeannie Walters Avoid these 5 CX Leadership Traps! Focusing exclusively on the WHAT of metrics, not the WHY Business leaders in every industry are driven by data and charts. What’s more satisfying than reporting an “uptick” in a stagnant measurement?

Leadership 77

Leadership Net Promoter Score Contact Center Effort Score 77

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

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. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Financial 52

Gainsight

APRIL 26, 2019

You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. As CEOs and CS teams go through this transition, both sides are trying to determine the type of leadership needed for this “2020” phase. Measures NPS and retention solely.

Leadership 79

Leadership Customer Success Roadmap Conference 79

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success Customer Retention 52

Lumoa

MAY 5, 2022

Customer Experience strategy gathers the threads and shows the way Development and implementation of strategy is a comprehensive process that can be experienced as a long and confusing desert walk for some, especially those eager to develop concrete measures and quick solutions. How to develop and implement a Customer Experience strategy?

Strategy 277

Strategy Customer Experience How To Analysis 277

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. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 52

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. Customer Heath Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

Second to None

MARCH 29, 2019

The return on CX is measured as such: ROI= (Returns from Investment) – (Cost of Investment) / (Cost of Investment) x 100. Choosing a CX Metric to Measure. To begin, you will want to choose a CX metric that will be relevant to the investment. There are countless metrics to choose from. Will it increase sales?

ROI 86

ROI Measurement Effort Score How To 86

Customer Bliss

JUNE 27, 2017

She started out as store manager for Waitrose, moved into Retail consultancy with Deloitte and then into digital retail with M&S.com. She also downloaded “tons of white papers” and read thought leadership (including one of my books!). ” or “How does it affect what I do? These all fit together.

Retail 0

Retail Leadership Customer Experience Video 0

CSM Practice

FEBRUARY 24, 2020

But how do you measure the effectiveness of your customer success team and their playbooks? The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

But how do you measure the effectiveness of your customer success team and their playbooks? The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. Customer Financial Metrics. Customer Health Metrics. Customer Usage Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

Beyond Philosophy

DECEMBER 10, 2021

Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. Unfortunately, Reichheld says too many organizations use NPS as a stick or a metric for earning bonuses. One of the outcomes was Bain now measures NPS in a scientifically rigorous way called NPS PRISM®. The Role of Leadership in NPS.

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Build understanding and engagement with Customer Journey Mapping.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

COPC

APRIL 19, 2023

When designing a balanced scorecard, include the metrics related to your core values and ensure they are weighted appropriately. Organizations frequently have a gap between leadership and employee perception of alignment with their statement of direction. Supporting that statement with a scorecard helps align these views.

Metrics 73

Metrics Average Handle Time Guidelines Leadership 73

Experience Investigators by 360Connext

OCTOBER 26, 2017

Many leadership teams only explore the buyer’s journey, not the overall customer journey. ANY consistently measured score, whether it’s Customer Satisfaction ( C-Sat) or Net Promoter Score (NPS), or some combination of things, is better than nothing. There is no perfect metric. The best CX leaders collect consistent feedback.

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Blake Morgan

OCTOBER 3, 2023

Under David Cote’s leadership, Honeywell’s market cap soared from $20 billion to $120 billion, a testament to his effective management strategies. I wanted to know how his leadership experiences could be applied to the customer experience space. Next, he’d focus on creating a way to measure each of these targets.

Leadership 52

Leadership Metrics Call Center Customer Experience Professionals 52

Quadient

AUGUST 7, 2019

How insurance companies can decide on which CX Metrics to use. In most organizations, including insurance, it is difficult to get agreement on which metrics should be used to proactively monitor, measure and improve CX. This is further complicated when you consider that the range of possible CX metrics is extensive.

Insurance 52

Insurance Metrics Company Net Promoter Score 52

CSM Magazine

MAY 16, 2024

They were joined by seasoned industry consultants in the shape of Don Haddaway, Founder and Director of Artisiam; Nerys Corfield, Director of Injection Consulting; and Jason Roberts, Founder and Director of Appropriate Consulting to round off the panel. Go beyond 2D metrics. ” asked consultant Jason Roberts.

Customer Service 52

Customer Service Banking Consulting Groups 52

Beyond Philosophy

AUGUST 30, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In reality, they are very, very different, conceptually and measurement-wise. Edwards Deming believed that satisfaction was not an ineffective metric for understanding the impact of satisfaction on customer actions. And, what is the most actionable way to measure it?

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Beyond Philosophy

JANUARY 23, 2020

So, if you don’t measure your results, then you might be one of the 25 percent updating your resume this year. . Moreover, you need to have support from leadership and buy-in from the customer-facing team. This effort might require some sales skills to leadership(i.e., Follow Colin Shaw on Twitter @ColinShaw_CX.

Return on Investment 177

Return on Investment Customer Experience Professionals Leadership Consulting 177

One Millimeter Mindset

FEBRUARY 2, 2022

Then, this precedent is habituated in organizational cultures where “others” subsequently measure, appraise, and rank our performance. Rather than dismissing these accomplishments as “insignificant or unimportant” (because these are not part of someone else’s performance review metrics), consider their impact on the moment.

Innovation 87

Innovation Consulting Measurement Leadership 87

Oracle

OCTOBER 6, 2019

Shana Hughes, Solutions Consultant at Infolexa. Are they just logging on for that first 10 minute, high-level thought leadership part, or are they staying with us through the Q&A? Consistent metrics from the cloud. Net Promoter Score as the customer experience metric. Look closely at the unique click-through rate.

Net Promoter Score 54

Net Promoter Score Self Service Measurement Video 54

Zeisler Consulting

NOVEMBER 10, 2021

That project, naturally, had a few internal, operational top-line measures of effectiveness and metrics to gauge progress. They baselined the question within a week and found a very strong correlation between their Customers’ answers to that specific question and their internal metrics. (The

Effort Score 93

Effort Score NPS Metrics Measurement 93

ECXO

MAY 11, 2023

The model assesses a company’s maturity in six key areas: customer understanding, measurement, governance, strategy, design, and culture. Whether you’re just starting out, or you want to evaluate progress, CX professionals tend to purchase a model from a consulting firm or research organisation or develop one internally.

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

ijgolding

SEPTEMBER 7, 2015

More and more organisations are starting to consider how best to measure VOE – Voice of the Employee. Capturing ’employee perception’ and aligning it to ‘customer perception’ is critical in building a robust customer centric measurement system. Manipulating Your Audience.

Net Promoter Score 120

Net Promoter Score NPS Measurement Employee Experience 120

ClientSuccess

APRIL 30, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success financial metrics. Customer Success Financial Metrics. Quick Ratio.

Financial 46

Financial Metrics Customer Success eBook 46

Beyond Philosophy

SEPTEMBER 8, 2022

On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. Rule #2: Measure. In the measurement phase, implementation teams establish what they consider an improvement.

Case Study 97

Case Study ROI Study Customer Experience 97

ShepHyken

DECEMBER 29, 2020

There are three components involved in getting everyone in an organization aligned: leadership, culture and talent. Emotional engagement is driven by three metrics: pride, passion and confidence. Much of driving customer-centricity boils down to measurement. That means spending time on the frontlines of customer service.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

ChurnZero

JUNE 28, 2024

Most CS departments currently own at least one of these metrics. of companies that measure the impact of Customer Success are using a revenue target (GRR, NRR, or both). Even if they’re not looking to advance into a leadership role, it’s an opportunity to gain a fresh perspective on certain projects.

How To 52

How To Leadership Travel Sales 52

ijgolding

APRIL 19, 2017

Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), Many strategists would have you believe that the creation of strategy is akin to a dark art – something that only a few have the skill to do and something that needs very expensive consultants to conjure.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191