GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Of course not.

Metrics 273

Metrics Customer Journeys How To Customer Satisfaction 273

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS Infographics Effort Score 195

Experience Investigators by 360Connext

FEBRUARY 18, 2020

The Best Free (and Cheap) Customer Experience Training Courses Online. Get access to all three of Jeannie's Customer Experience courses and 14,000+ more. What Makes a Good Online Course? You're here because you're looking for a great CX training course, and I've got eight to share with you. by Jeannie Walters.

Course 35

Course Training Customer Journeys Customer Experience 35

InMoment XI

JANUARY 2, 2023

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. The Three Most Popular CX Metrics.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

Calabrio

MARCH 25, 2025

This article delves into how to evaluate call center agent performance effectively, outlining key call center agent metrics and exploring innovative new techniquesas well as too-often-overlooked onesto elevate your team’s success. This means, first, they must be able to track the right agent performance metrics.

Call Center 130

Call Center Measurement Self Service How To 130

InMoment XI

JULY 12, 2022

Metrics, metrics, metrics. It’s common for frontline employees like contact center agents to be inundated with them—schedule adherence, efficiency, handle time, and hopefully, amid all of that and more, customer experience (CX) metrics.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

GetFeedback

FEBRUARY 14, 2019

At GetFeedback, we use four metrics to measure the performance of our live chat support. These metrics, which we retrieve through our post-chat surveys , allow us to gauge our customers’ individual experiences with our team. 4 metrics to gauge live chat performance . 4 metrics to gauge live chat performance .

Metrics 186

Metrics Measurement Effort Score Survey 186

Experience Investigators by 360Connext

DECEMBER 10, 2024

Getting Real about CX Metrics When measuring the results of your CX actions, its easy for leaders to get into a cycle of measuring feedback metrics like Net Promoter Score (NPS), customer effort score, or customer satisfaction (CSAT) rate and reporting on those monthly. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

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

GetFeedback

AUGUST 16, 2018

Here’s a look at the top 11 customer service metrics you should start measuring today. Customer Happiness Metrics. Of course, speed matters, but if a speedy answer doesn’t help, they’ll leave more frustrated than they were before. At face value, NPS is a pretty simple metric—one score per customer, one overall score.

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

Experience Investigators by 360Connext

JANUARY 7, 2025

Of course, these wont happen overnight. Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Have questions?

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Customer Bliss

FEBRUARY 12, 2019

Join me as I discuss what I’ve learned over the course of my 35-year career, so that you can more effectively do the work that needs to be done. So, for every key meeting we want to give leaders this fearless, simple metric of our ability to earn this and grow this asset. Don’t Let Acquisition be Your Only Customer Growth Metric.

Metrics 195

Metrics Chief Customer Officer Video Customers 195

Experience Investigators by 360Connext

OCTOBER 11, 2024

You can measure your success through metrics and concepts like: Increased revenue from retention and referrals Cost savings from fewer service issues Stronger standing against industry competitors Start with a clear pain point in your customer experience you know is a sticking point for your leaders. Customers need service.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.

Metrics 195

Metrics Net Promoter Score Effort Score NPS 195

InMoment XI

OCTOBER 17, 2024

Understanding customer expectations and behaviors is crucial to delivering consistent value and accomplishing key business metrics. Education Questions How satisfied were you with the quality of the instruction and course materials? On a scale of 1-10, how would you rate the level of support provided to you throughout this course?

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

DECEMBER 30, 2021

For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? Do you have an employee pulse metric by division, region, or queue? What are you doing with it?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

InMoment XI

DECEMBER 15, 2022

Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). Digital experience trends are the new road maps of modern day business.

Trends 397

Trends How To Social Media Survey 397

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

InMoment XI

DECEMBER 6, 2024

To mitigate these challenges, your business should invest time in selecting the right customer experience outsourcing partner, ensuring alignment with their values, and establishing clear performance metrics. Of course, there is a gray area between the two categories.

Self Service 195

Self Service Customer Experience Resources Effort Score 195

InMoment XI

JANUARY 22, 2025

Build a Process To Encourage Satisfied Customers To Leave Reviews Of course, following the previous best practice requires collecting those golden reviews in the first place. Using these enhanced scoring metrics adds unprecedented clarity, helping businesses make smarter prioritization decisions and understand whats driving performance.

Management 195

Management Multi-Channel Effort Score Social Media 195

BlueOcean

OCTOBER 21, 2024

While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short. Of course, the effects of a customer loss can extend far beyond those that are simple to quantify. If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

MARCH 3, 2022

Many businesses keep tabs on endless amounts of metrics. Of course, today’s experiences are crucial. More often than not, the reason your program may not be impacting your bottom line is because you’re not actually improving experiences. And that’s valuable information! But measurements are not outcomes. But so is every future one!

Fashion 370

Fashion Government Measurement Voice of Customer 370

ChurnZero

APRIL 11, 2025

Are your metrics aligned with your goals? But its all helpful to define responsibilities and metrics, as well as to build and maintain efficient internal workflows. 4: Are your metrics aligned with your goals? But the metrics that really matter tie back to your customers primary goal and time to value.

Strategy 86

Strategy Multi-Channel How To Metrics 86

ECXO

JUNE 23, 2024

Of course, I am extending the concept and exaggerating its use, but my point is that we can think that Customer Success acts as a kind of double agent because it serves both the customer and the company simultaneously, and clearly both sides are not enemies at all! Don’t forget to set clear goals and metrics.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

C3Centricity

APRIL 23, 2024

Of course, this figure varies by industry, with retail, e-commerce, and consumer goods companies often seeing higher returns thanks to direct purchase links in their emails. This involves analyzing each channel’s performance against key metrics to identify areas where spending can be optimized.

ROI 296

ROI Marketing Social Media How To 296

Experience Investigators by 360Connext

DECEMBER 15, 2023

Of course, each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how, and the “what do I do about it?” Spend some time highlighting what the metrics mean, and what your goals really are. Keep mentioning the metrics – try metric of the month!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. As a rule, I would always suggest collecting NPS as one of a number of metrics (including CSAT and Customer Effort) unless there is a compelling reason why you should not. There is no perfect metric.

System 317

System Effort Score NPS Net Promoter Score 317

eglobalis

OCTOBER 9, 2024

However, focusing on long-term strategy ensures that your business stays on course, avoiding reactionary decisions that can lead to fragmented product development, while also balancing the risk of customer churn if competitors offer similar features or services.

Feedback 516

Feedback ROI Innovation B2B 516

CX University

FEBRUARY 13, 2025

CX University, a leading provider of Customer Experience (CX) education, and JourneyTrack , the all-in-one comprehensive CX/EX journey management platform, have established a collaborative partnership to enhance the Applied Customer Journey Mapping professional development course.

Customer Journeys 72

Customer Journeys Software Innovation Course 72

BlueOcean

OCTOBER 4, 2023

So, of course, we’re biased. Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. There are, of course, pros and cons to this option. It’s our thing.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Calabrio

MARCH 5, 2025

Get a crash course in how AI-powered call quality monitoring can streamline quality managementand help you elevate the customer experience to new heights. Offer personalized coaching based on hard data Monitoring call center performance goes beyond tracking metrics and progress against business objectives. Want to see how its done?

Contact Center 130

Contact Center Call Center Average Handle Time Customer Satisfaction 130

Lumoa

APRIL 14, 2021

Although it’s evident that customer experience is a good thing to focus on, why is it still such a struggle to link improved customer experience with revenue growth and other operative metrics? So of course, there are some exceptions. Johanna: Good question. Let me start by saying that yes, it is relevant.

Customer Experience 221

Customer Experience Metrics Net Promoter Score Financial 221

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Of course, any organization must focus on increasing revenue and reducing expenses to earn higher profitability. . Related: [Free Resource] Try our Customer Lifetime Value & Key Metrics Calculator. Those feedback metrics are meaningless without a strategy and the business discipline required to turn those insights into action. .

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

Experience Investigators by 360Connext

JANUARY 12, 2021

An ongoing Voice of the Customer program translates customer sentiment into objective ratings and metrics, telling the story of what your customers want and need. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. So why do so many VoC strategies fail?

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

Experience Investigators by 360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Of course you are. Related Resources: [Guide] SMIRC Goals checklist.

Resources 369

Resources Customer Journeys Video Customer Experience 369

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

And of course, your Customer Experience Success Statement is the key to defining your CX goals in tangible, achievable ways. Or we collect and report on customer feedback metrics, but don’t turn those metrics into insights. This way, you can send these customers appropriate messages (when the time is right, of course!).

Net Promoter Score 248

Net Promoter Score How To Course Customer Journeys 248