Experience Investigators by 360Connext

JANUARY 7, 2025

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. Each of the above examples includes CX metrics you may choose to track.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

ECXO

OCTOBER 7, 2024

Measure and Report on CX Metrics: Establishing clear metrics to evaluate customer experience efforts is crucial. Regularly reporting these metrics to stakeholders highlights successes and areas for improvement. But I’ve found it to be a valuable investment in self-awareness. · Move – Daily exercise is a must!

Customer Experience 373

Customer Experience Customer Journeys Exercises Customer Centricity 373

InMoment XI

NOVEMBER 10, 2015

Stop falling prey to fad diets when it comes to your CX outcome metrics. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. The end of the calendar year is around the corner. View Article.

Metrics 150

Metrics Exercises Healthcare 150

InMoment XI

NOVEMBER 10, 2015

Stop falling prey to fad diets when it comes to your CX outcome metrics. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. The end of the calendar year is around the corner. View Article

Metrics 150

Metrics Exercises 150

InMoment XI

NOVEMBER 11, 2015

Stop falling prey to fad diets when it comes to your CX outcome metrics. One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. The end of the calendar year is around the corner. View Article

Metrics 150

Metrics Exercises 150

InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. At the same time, don’t let the exercise become overwhelming. To get a pulse across your entire customer base, consider tracking core CX metrics. Get something documented and work to refine it over time.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

ECXO

JULY 29, 2024

This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities. Standardized performance metrics, tailored to account for regional differences, ensure accountability.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

Experience Investigators by 360Connext

DECEMBER 15, 2023

Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure. Keep mentioning the metrics – try metric of the month! What changed from last year to this year about a CX metric, and what does that mean?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Calabrio

APRIL 11, 2025

A comprehensive needs assessment involves: Analyzing Performance Data: Dive into key metrics like Customer Satisfaction (CSAT) , First Call Resolution (FCR) , Average Handle Time (AHT) , and other factors of QA scorecards. Ask: Where are the gaps in performance? Are there common trends indicating specific skill deficiencies?

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. Be sure to establish metrics to track performance of – and against – improvements. You put it on the wall. And nothing changes.

Customer Journeys 80

Customer Journeys Exercises Touchpoint Call Recording 80

Solvvy

JULY 8, 2022

Quantitative metrics allow you to assign a number to the current state, compare it to the past, and track your company’s progress toward your goals. Managers can use those metrics to guide strategy improvements and employee training. When and how to use those metrics. However, not everything is easy to measure.

NPS 106

NPS Metrics Customer Success Net Promoter Score 106

BlueOcean

FEBRUARY 25, 2019

Through the training program, we’re looking to identify and address any barriers that will hold agents back from delivering kick-ass experiences – overcoming those barriers particularly through the strategic use of role-play exercises and positive reinforcement. Are You Using 1999 Metrics to Measure 2019 Customer Care?

Customer Experience 290

Customer Experience Effort Score Contact Center Customer Care 290

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

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

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money?

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. Changing the perception of Customer Success within your organization starts by evaluating your metrics. Not so much.

Metrics 98

Metrics Customer Success Customer Journeys How To 98

InteractionMetrics

NOVEMBER 21, 2024

This blog will explore how to improve customer service, common pitfalls to avoid, and metrics that ensure your efforts are on the right track. A simple yet powerful exercise is to reflect deeply on a recent customer interaction: What was their experience from their perspective? Repeat this exercise for at least 10 different customers.

Customer Service 52

Customer Service Strategy How To Net Promoter Score 52

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. You just mix in some leadership and toss in a splash of data, then top it with some team-building exercises. Great customer experience means better business results.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

InMoment XI

AUGUST 9, 2024

This exercise will highlight potential pain points and opportunities to enhance the customer experience. The metrics you choose will depend on what your customer experience goals are. You should choose the metric that most closely aligns to your CX goals. You should choose the metric that most closely aligns to your CX goals.

Customer Experience 221

Customer Experience Customer Journeys Effort Score Net Promoter Score 221

delighted

OCTOBER 5, 2021

That’s why it’s important to understand how to measure customer service interactions and the type of metrics that capture experiences and turn them into actionable data. Why are customer service metrics important? Net Promoter Score (NPS) is one of the most popular customer satisfaction metrics around. Net Promoter Score (NPS).

Metrics 91

Metrics Net Promoter Score Customer Service Effort Score 91

Kayako

APRIL 25, 2017

Transactional metrics. Sending out surveys is a futile exercise if you don’t take action on the results. If you are just looking at the top level number, both customer satisfaction and effort scores become a vanity metric. Tracking customer effort can help support and product teams determine where customers are struggling.

Effort Score 199

Effort Score How To Net Promoter Score Survey 199

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! In fact, treating preventable churn as a professional development opportunity for CSMs is the mindset shift many CS leaders need going into 2025.

Exercises 52

Exercises How To Culture Leadership 52

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Spend some time highlighting what the metrics mean, and what your goals really are. Keep mentioning the metrics – try metric of the month! What changed from last year to this year about a CX metric, and what does that mean? One of my favorite CX exercises is where I ask people to use a magic wand.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

SurveySparrow

SEPTEMBER 12, 2020

With the employment market getting more competitive, a vast majority of the hiring managers today rely on technology ( recruitment software ) and data-driven recruitment metrics to streamline the hiring process. These metrics provide a clear indication as to what processes are working and what needs to be changed. Time to Fill.

Metrics 87

Metrics Management Effort Score Advertising 87

Experience Investigators by 360Connext

OCTOBER 17, 2023

You can understand that you need to eat healthier and exercise more to live a healthy life. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Don’t let customer feedback metrics be the only measures leaders hear about on a regular basis.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Kerry Bodine

AUGUST 14, 2020

But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys. Like exercising, doing something (anything!) For example, a start-up or small business may not have the budget to hire a dedicated journey manager. is MUCH better than doing nothing at all.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

ECXO

AUGUST 9, 2023

Continuously improve Client centricity isn’t a one-off exercise. Make your client the marker of success Monitor and measure success metrics that value the client. Many firms still benchmark performance metrics that are product or project led, or in the interests of the firm like hitting sales targets.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

NICE inContact

APRIL 2, 2019

Yes, there are operational metrics that you can improve – like winning a game here and there. Making a CX transformation is not a one-time exercise. And the final score of a single game isn’t the only measure of success – it’s about executing for the entire season to take home the League Title. It is iterative and incremental.

Net Promoter Score 136

Net Promoter Score Company Effort Score Exercises 136

rethinkCX

FEBRUARY 13, 2025

Use simulations and role-playing exercises to improve real-world interactions. Track and Optimize Performance Metrics Customer Satisfaction (CSAT): Measure customer happiness post-interaction. Reduce customer wait times and enhance issue resolution speed. Balance workloads for improved agent performance.

Call Center 52

Call Center Strategy Abandon Rate Average Handle Time 52

Steve DiGioia

JANUARY 6, 2020

Do the exercise again. Next on your list is training him/her on your company’s best practices, available methods of customer contact, service metrics, and overall expectations, just to name a few. You’re all set. But are you? Do you only need 5? Can any agent be ideal with just 5 top traits? Probably not. What’s next?

Customer Service 200

Customer Service Exercises Customers Course 200

CX Accelerator

MAY 15, 2019

While it’s falling out of favor to track agents on handle time, we need to be aware of the ways we reinforce speed over quality, for example by displaying time-based metrics on wallboards. Download Jeff’s workbook, “10 exercises to uncover hidden customer service obstacles” by texting Hidden to 66866. The answer might surprise you.

Contact Center 51

Contact Center Customer Service Conference Exercises 51

Lumoa

FEBRUARY 21, 2023

Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. He further advised mulling through these few questions as an exercise as if you were starting the project afresh: What would we want the program to achieve?

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

Comm100

DECEMBER 19, 2017

Defining metrics and key performance indicators. This exercise can also help to bridge operational gaps that hinder customer service, like departmental communication barriers. It will take some time to measure effectiveness, and you should compare the results with internal goals and metrics.

Strategy 392

Strategy Customer Experience How To Customer Journeys 392

CSM Magazine

FEBRUARY 19, 2025

Dynamic Content and Challenges Regularly update coping techniques, journaling prompts, or mindfulness exercises. Behavioral Insights and Notifications Deliver timely nudges or gentle reminders for journaling, breathing exercises, or follow-ups with a therapist. Celebrating small victories can encourage ongoing engagement.

Healthcare 52

Healthcare Exercises Gamification Policies 52

Customer Bliss

MARCH 28, 2019

According to Allison, it was important for her to start defining this portion of work, and she shares some of the steps she took to get organized during the process: Define the charter for every function in the organization, inclusive of what metrics the function is responsible for. Build Customer Success Internally and Externally.

Customer Success 131

Customer Success Management Exercises Metrics 131

BlueOcean

MAY 29, 2019

Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics. This isn’t just an imaginative exercise – it’s a situation we’ve witnessed in real life, with one of our own valued clients. You make plans to visit their offices for the first time. Miraculously, it’s the perfect fit.

Contact Center 185

Contact Center Culture Comparison Exercises 185

CX Accelerator

OCTOBER 25, 2018

The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The jury was the audience, exercising the freedom to move about the room to either the “con-NPS” or the “pro-NPS” side depending on how arguments persuaded them. The bottom line is there is no "magic metric."

Conference 140

Conference Customer Journeys Net Promoter Score NPS 140