BlueOcean

AUGUST 13, 2024

In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. Forecasting Forecasting can often be underestimated in measuring contact center performance.

Call Center 156

Call Center Metrics Measurement Average Handle Time 156

C3Centricity

AUGUST 20, 2024

This post explores the importance of measuring customer delight, its impact on brand loyalty, and practical methods to achieve and assess it. Measuring Customer Delight Measuring customer delight requires a different approach than traditional satisfaction surveys. Here are some effective methods to assess customer delight: 1.

Loyalty 156

Loyalty Measurement Brands Net Promoter Score 156

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Customer Retention Rate (CRR) : Measures the ability to retain customers over time.

NPS 373

NPS Feedback Net Promoter Score B2C 373

eglobalis

SEPTEMBER 5, 2024

This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success. Key Metrics for Customer Success (CS) Churn Rate Measures the percentage of customers discontinuing use over a given period.

Metrics 325

Metrics Customer Success Customer Experience Effort Score 325

eglobalis

NOVEMBER 26, 2024

Empathy must transcend emotional acknowledgment and evolve into a driver of actionable outcomes that solve real problems, align with client goals, and deliver measurable value. Measuring Empathy’s Business Impact Empathy in B2B must be measurable to ensure its effectiveness. However, empathy cannot exist in isolation.

B2B 406

B2B B2C Culture Net Promoter Score 406

ECXO

JULY 10, 2024

In healthcare, a single heart rate measurement is insufficient without considering other factors like activity level. Customer Retention Rate (CRR) : Measures the ability to retain customers over time. In customer experience (CX), metrics like CSAT and CES face similar limitations.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

OCTOBER 7, 2021

Measurable: Clearly define what criteria will be used to determine if the goal is met and how it will be measured. Make sure measurement processes are in place and are valid. Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., 10% of 50 is 5.)

Effort Score 370

Effort Score Measurement Trends Customer Retention 370

IntouchInsight

OCTOBER 2, 2023

This time-based study uses mystery shopping to measure the performance of 10 leading quick-serve restaurant brands, including: For over two decades, the Annual Drive-Thru Study has provided restaurant operators with benchmark data to track trends and compare their performance against key competitors.

Data 347

Data Study Measurement Trends 347

eglobalis

DECEMBER 11, 2024

Additionally, it discusses alternative measurement methods beyond traditional metrics and highlights global examples of companies excelling in CX experimentation. Related Article: Crafting a Global CX Strategy: Adapting to Diverse Markets Measuring the Success of CX Experimentation Traditional metrics have limitations.

Customer Journeys 255

Customer Journeys Effort Score Omni-Channel Social Media 255

InMoment XI

AUGUST 3, 2022

Here are the 4 ways they refreshed a stale customer experience program: Going from Measuring to Improving Getting the Right Insights to the Right People Turning Intelligence into Action Proving ROI Using Purpose-Driven Results. Strategy #1: Going from Measuring to Improving. Let’s dive in to see how they did it!

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

InMoment XI

NOVEMBER 28, 2022

There are several problems with how most companies measure first call resolution: It is not measuring total effort to resolution. So it is measuring the call, but not measuring customer time and effort.

Customer Experience 370

Customer Experience Call Center First Call Resolution Chatbots 370

ECXO

OCTOBER 5, 2023

During this presentation, participants will gain valuable insights about the Last Days of Surveys: Historical Context and Evolution of Measurement : Discover how AI revolutionizes Customer Experience (CX) productivity. Three Eras of CX Measurement : Metrics Evolution : Understand the three distinct eras of CX measurement.

Survey 380

Survey Net Promoter Score NPS Exercises 380

InMoment XI

DECEMBER 13, 2022

To reduce failure demand, we first need to measure it. If we revisit the earlier example—how does the organization measure that the customer visited the website before they called into the call center? These four questions will give you the information you need to measure failure demand and prioritize areas for improvement.

ROI 370

ROI Call Center Return on Investment Measurement 370

InMoment XI

OCTOBER 4, 2023

The idea behind integrated CX is to improve customer experience by combining large amounts of data with technology and services to create more complete customer insights and, as a result, more focused and measurable actions. Another true cliche is that CX program success is a marathon and not a sprint.(For

Customer Experience 418

Customer Experience Net Promoter Score How To Effort Score 418

IntouchInsight

OCTOBER 30, 2023

This report measures the performance of leading quick-serve restaurant brands across key areas such as order accuracy, timeliness, and food quality. At the beginning of October, we released the 23rd Annual Drive-Thru Study — the premier benchmark report for operators across North America.

Study 317

Study Consumers Report Measurement 317

ECXO

OCTOBER 27, 2024

Churn Rate: The Pillar of Retention Churn rate remains one of the most vital metrics in the subscription economy, measuring the percentage of customers who cancel their subscriptions within a specific period. A high churn rate is often an early sign of deeper issues, such as poor product fit, insufficient on boarding, or lack of engagement.

Metrics 332

Metrics Customer Success Effort Score Self Service 332

InMoment XI

AUGUST 30, 2022

Customer satisfaction surveys enable you to measure your customer’s satisfaction with your businesses products, services, experiences, or even your staff. There are many ways to measure customer satisfaction, but there are a few that are more prominent, popular and productive than their counterparts. Customer Satisfaction Score (CSAT).

Customer Satisfaction 370

Customer Satisfaction Net Promoter Score Survey Effort Score 370

InMoment XI

MARCH 3, 2022

Truth #1: Stagnant Programs Are Only Measuring and Managing Experiences. But measurements are not outcomes. You see, measuring and managing is one thing—actual improvement is another. More often than not, the reason your program may not be impacting your bottom line is because you’re not actually improving experiences.

Fashion 370

Fashion Government Measurement Voice of Customer 370

ECXO

JULY 29, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Measuring Success and Impact To ensure the effectiveness of your customer experience efforts, it is critical to define clear metrics, scorecards, and KPIs to measure its impact comprehensively.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

eglobalis

JUNE 27, 2024

Establishing Clear CX Vision and Goals A clearly defined CX vision and specific, measurable goals are essential. Measuring Success and Impact To ensure the effectiveness of your customer experience efforts, it is critical to define clear metrics, scorecards, and KPIs to measure its impact comprehensively.

Strategy 369

Strategy Customer Experience Net Promoter Score Customer Centricity 369

Lumoa

JANUARY 31, 2023

First response rate The first response rate measures how fast a customer received a reply from your company since the first contact was made. CLV measures the financial value of one customer and has a strong bond to retention and loyalty. Tip: Measuring customer experience by the Net Promoter System gives you several advantages.

Customer Experience 414

Customer Experience How To NPS Touchpoint 414

ECXO

AUGUST 19, 2024

Cost-Effective Improvements : Incremental changes measured through experimentation help avoid costly mistakes, ensuring investments yield positive results. Become a member now: [link] Strategies for Effective CX Experimentation Set Clear Objectives and Hypotheses : Define specific, measurable, and testable goals for your experiments.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

InMoment XI

DECEMBER 7, 2022

How Are “Moments That Matter” Measured? For example, many organizations measure call center experiences as a part of their CX program, which is a smart move. Question #3: How Are “Moments That Matter” Measured? And if so, how do we assess their importance? Five Questions to Address. What Are “Moments That Matter?”

Analysis 370

Analysis Customer Experience Call Center Experience Call Center 370

eglobalis

NOVEMBER 12, 2024

Instead of traditional metrics, which often emphasize internal performance, client-centered delivery measures success by how well the project addresses the client’s pain points and aspirations. To implement this, initiate the project with joint planning sessions focused on aligning goals with the client’s strategic outcomes.

Customer Centricity 434

Customer Centricity Strategy B2B Feedback 434

InMoment XI

JULY 14, 2022

They analyzed key business metrics related to location eciency, staff measures, and stock availability. Moreover, the chain decided to challenge locations to optimize customer experience and increase customer spending.The chain looked at its customer experience through the lens of its business goals.

Feedback 397

Feedback Effort Score Retail Metrics 397

eglobalis

DECEMBER 17, 2024

Rethinking Customer Loyalty Metrics: Beyond NPS The Net Promoter Score (NPS) , once heralded as the ultimate measure of customer loyalty, is now under scrutiny. As Eglobalis previously highlighted predating Forrester’s 2025 predictions companies reliant on NPS risk mediocrity by clinging to outdated measurements.

Net Promoter Score 276

Net Promoter Score Effort Score B2B NPS 276

Experience Investigators by 360Connext

FEBRUARY 6, 2024

CX teams use a variety of metrics to guide their efforts, drive improvements, and measure ROI. It’s easy to focus so much on gathering data or finding the perfect metric… we end up spending more time measuring than actually executing our ideas. And while metrics are great for measurement, it’s important to see these for what they are.

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

InMoment XI

NOVEMBER 1, 2022

As with selecting your variables, choosing and defining similarity measures to chart the ‘distances’ between your observations is key to producing a usable cluster analysis. How to Interpret and Measure Clustering. Measuring your clusters also heavily depends on the questions you ask regarding your initial data.

Analysis 397

Analysis Groups Metrics Airlines 397

InMoment XI

JULY 4, 2022

You need to be measuring and managing customer journeys , not just transactional data, so that you can improve on the customer experience as a whole. By measuring data from transactions, along with internal data, market data, and miscellaneous data, you’ll be able to complete the picture of your customer’s experience. #4:

ROI 370

ROI Return on Investment Social Media Survey 370

Lumoa

FEBRUARY 9, 2023

Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction. It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417