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Are You Using 1999 Metrics to Measure 2019 Customer Care?

BlueOcean

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
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A Primer on the 3 Most Important CX Metrics: NPS, CSAT and CES

InMoment XI

When you start your CX efforts, you need to consider how to measure it. But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. How Do I Measure Customer Experience? The Three Most Popular CX Metrics. What Is Net Promoter Score (NPS)?

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Customer Experience ROI: Tying CX Investments to Business Success

Experience Investigators by 360Connext

But first, you need to define what success means for your current state to measure it in ways that will matter to your organizational leaders. Measure your success by looking at total calls or messages before and after your intervention, as well as how many visits and interactions your new solution receives.

ROI 143
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How to Create Winning CX Surveys for Bank Customers

InMoment XI

You want to include metrics that measure overall satisfaction and loyalty. Click here to read our full-length eBook on how banks like yours can use surveys to meaningfully improve experiences, strengthen your bottom line, and build meaningful relationships with customers! Interested in learning more on how to do all that?

Banking 370
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Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. Do loyalty metrics need to be reassessed? Download this eBook and discover how to adjust to get more from your customer feedback right now!

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How to Use CX Metrics to Find Bottlenecks to Product Led Growth

InMoment XI

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
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How to Measure Customer Experience: CSat, NPS and More

Comm100

In order to provide high-level customer service while monitoring return on investment, companies need to use some metrics to measure success. It is important to measure customer experience, not only to avoid wasting resources but also to ensure you’re truly improving the experience. Understanding Customer Experience.

NPS 170
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Should Loyalty Metrics Be Reassessed Post-Pandemic?

Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Do loyalty metrics need to be reassessed? Download this eBook to learn what we discovered and get the most out of your customer feedback!