ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. We did this several times in many divisions in different lines of businesses of Samsung, one of our main customers.

Customer Experience Maturity Model 295

Customer Experience Maturity Model B2B CX Customer Experience 295

Lumoa

JANUARY 5, 2023

Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?

Customer Satisfaction 78

Customer Satisfaction Customer Feedback Close the Loop Customer Experience 78

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. How loyal are they?

Contact Center 182

Contact Center VOC Net Promoter Score NPS 182

Callminer

OCTOBER 11, 2018

This cannot be overlooked if a company hopes to have long term relationships and loyalty with their clients, and it is the most critical statistic when evaluating customer satisfaction. However, it is extremely important for customer satisfaction since call center agents are the key to creating and retaining customers.

Contact Center 561

Contact Center Non-Profits Compliance Education 561

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. Although these metrics are valuable, they are internal to the organization, and they may or may not affect satisfaction. How loyal are they?

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

Retently

MARCH 17, 2025

Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Product Launch Performance : What were the most common customer questions about the new release? Lets break down the three main styles of CX reporting: Support/Service-Focused, Customer Experience (CX)-Centric, and the Balanced Middle-Ground.

Actionable Insights 90

Actionable Insights CX NPS Sentiment Analysis 90

Fonolo

JANUARY 7, 2021

How to Improve Customer Perception of Your Brand. That said, it’s important to know the difference between customer perception of service, general customer perceptions, and customer satisfaction. Customer Perception of Service vs. Customer Perceptions. Reliability.

Customer Expectations 171

Customer Expectations Customer Satisfaction Contact Center CX 171

Retently

JULY 17, 2018

Generally speaking, a Net Promoter Score that is below 0 would be an indication that your business has a lot of work to do to improve its customer satisfaction. If your NPS is higher than 30 that would indicate that your company is doing great and has far more happy customers than unhappy ones. What is a good NPS score?

Net Promoter Score 167

Net Promoter Score NPS Customer Satisfaction Healthcare 167

Fonolo

JULY 8, 2021

Companies use all sorts of metrics and techniques to evaluate their customers’ satisfaction with their products and services. Google reviews, social media activity, and customer service surveys all help companies learn about their customers’ experiences. What is a Net Promoter Score? Why is a Net Promoter Score important?

Net Promoter Score 142

Net Promoter Score Contact Center NPS Customer Satisfaction 142

ECXO

MAY 11, 2023

Before we continue, there’s a good definition from Gartner on what is meant by customer centricity: ‘Customer centricity demands that the customer is the focal point of all decisions related to delivering products, services and experiences to create customer satisfaction, loyalty and advocacy.’

Customer Journey Map 156

Customer Journey Map CX Transformation CX Education 156

Callminer

FEBRUARY 10, 2020

As such, your call center’s main floor, where agents take on customer concerns daily, ought to be bound by a thoughtful and helpful set of rules. Rules ensure everyone can do their job uninterrupted, allowing customers on the lines to benefit from fast, efficient service. Item Restrictions. Call Etiquette.

Customer Satisfaction 182

Customer Satisfaction Contact Center Customer Experience Customer Service 182

Retently

APRIL 6, 2022

By keeping track of customer satisfaction throughout the customer journey to see when you need to address complaints and implement feedback to keep them satisfied. . One of the best ways to do that is by tracking customer satisfaction metrics. But how do you prevent situations like that from getting out of hand?

Customer Satisfaction 154

Customer Satisfaction Healthcare Retail NPS 154

Callminer

FEBRUARY 26, 2019

That cost alone is a compelling reason for ensuring high levels of customer satisfaction are delivered by your call center. A conservative estimate of the cost of acquiring a new customer across all the main sectors in the survey is £300 per person. Was the customer happy before a bad experience?

Customer Satisfaction 159

Customer Satisfaction Social Media Customer Survey Actionable Insights 159

Fonolo

SEPTEMBER 14, 2021

Knowing exactly what your customers want and don’t want will help you to maximize your call center’s customer care, leading to growth and revenue opportunities for your business. In fact, customer service is now seen as one of the main growth drivers for businesses, alongside sales and marketing. DID YOU KNOW?

Customer Service 142

Customer Service Business Growth Customer Feedback Customer Satisfaction 142

ECXO

JULY 23, 2024

” Simply put, servant leadership is a philosophy where the leader’s main goal is to serve. As a result, this creates an environment where employees feel valued, motivated, and empowered to deliver outstanding customer service. This means that leaders need to inspire and motivate employees to always prioritize the customer.

Customer-Centric Organization 156

Customer-Centric Organization Innovation Customer Satisfaction Customer Loyalty 156

Fonolo

JANUARY 21, 2021

TIP: Common KPIs for contact center agents can include Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction score (CSat). When analyzing their performance, consider this human aspect — regularly reviewing customer calls is a great way to do this! Check out this article for more info.

Construction 176

Construction Contact Center Start-ups Customer Satisfaction 176

Intercom, Inc.

JULY 14, 2020

The emergence of real-time chat has made responding to customers’ conversations in real time easier and in turn, has changed customer expectations forever. Today, customers expect fast, efficient, and personal help. Although businesses are seeing the benefits of real-time chat – improved customer satisfaction, retention, etc. –

Customer Experience 224

Customer Experience Customer Expectations Customer Satisfaction Start-ups 224

Shep Hyken

OCTOBER 8, 2021

Doug Liantonio is the Marketing Outreach Analyst at Gravy Solutions , a company that helps subscription-based businesses recover failed payments and retain customers. From afar, customer service seems like it should be simple. Just answer any questions your customers may have. Right? . Lead with Empathy. Ditch Automation.

Customer Service 122

Customer Service Customer Satisfaction Start-ups Customer Feedback 122

Fonolo

JANUARY 19, 2021

Agent-First Virtual Queuing vs. Customer-First Virtual Queuing. Virtual hold systems also differ in how they connect to the customer at the end of the queue. There are two main ways of connecting a caller to an agent at the end of their virtual hold: Agent-First Connection or a Customer-First Connection.

Contact Center 147

Contact Center Customer Satisfaction Technology Technology 147

Retently

AUGUST 18, 2024

It’s a straightforward metric that many businesses use to celebrate their customer satisfaction. Sometimes, a high NPS score can be misleading and give you a skewed view of customer satisfaction. A higher response rate makes your NPS score a more trustworthy indicator of overall customer satisfaction.

NPS 151

NPS Net Promoter Score Customer Satisfaction Customer Loyalty 151

Callminer

AUGUST 1, 2017

Also, it is understood that a customer service team and a sales team would need different types of motivation techniques. This is the main key to keeping agents happy and productive. These are some of the main metrics; however, we also must think about the call outcomes and other key factors that can impact the business.

Contact Center 334

Contact Center Real Estate Start-ups Sales 334

Uniphore

NOVEMBER 16, 2021

The customer experience has shifted to the contact center. It’s now the main — and often only — human touchpoint for banks and their customers. Using conversational AI to automate ACW improves the experience for both your customers and your agents, while driving productivity and accuracy.

Net Promoter Score 130

Net Promoter Score Contact Center Artificial Intelligence NPS 130

Retently

MAY 26, 2023

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Net Promoter Score 138

Net Promoter Score NPS Close the Loop Customer Satisfaction 138

Fonolo

SEPTEMBER 9, 2021

As a call center leader, you have one main goal — to grow your long-term customer base. To do that, you need to keep your customers happy. Call center performance is heavily weighed on customer satisfaction; so, the importance of a customer service strategy is undeniable. Set your customer service goals.

Business Growth 108

Business Growth Customer Service Customer Satisfaction Customer Loyalty 108

Lumoa

FEBRUARY 9, 2023

But machine learning technologies can also help you to move from diagnostic to predictive analytics: if I fix this issue in my customer experience, how much will my churn decrease? If we make a decision to invest less in customer service agents, how much will it decrease my customer satisfaction?

Net Promoter Score 167

Net Promoter Score Customer Experience B2C Social Media 167

Callminer

FEBRUARY 24, 2020

To keep things working smoothly while individual team members are taking a break, you should ensure there is a suitable space away from the main floor that they can retreat to. This liberates active agents from unneeded distractions and provides employees on break with a more satisfying, refreshing period away from their stations.

Customer Satisfaction 207

Customer Satisfaction Technology Technology Contact Center 207

Retently

MARCH 2, 2023

Hence, businesses come up with options to minimize the efforts of their customers to share opinions and suggestions. The 5-star survey – a variety of the CSA T survey – is one of the quickest ways to gather customer feedback and gauge customer satisfaction. When to trigger 5-star surveys?

Customer Satisfaction 158

Customer Satisfaction Net Promoter Score Customer Feedback Start-ups 158

Intercom, Inc.

OCTOBER 16, 2018

There are all kinds of metrics you can measure when it comes to assessing your customer support, and while they will change from industry to industry and from business to business, they will usually seek to measure some blend of quality, speed and customer satisfaction. Customer satisfaction (CSAT) scores.

Engineering 154

Engineering Construction Customer Satisfaction Start-ups 154

Retently

JULY 3, 2024

Let’s dive into some examples of how you can strategically use open-ended questions in various environments to see their impact and utility, starting with customer feedback questions: 1. Customer Satisfaction: Open-Ended Questions Examples Gauging customer satisfaction is essential for any business looking to thrive.

Sentiment Analysis 145

Sentiment Analysis Customer Satisfaction Customer Feedback Net Promoter Score 145

SurveySensum

OCTOBER 1, 2024

Wondering what types of metrics measure customer satisfaction? We’ll break down the key customer satisfaction metrics that are simple to track and essential for keeping your customers happy. But before that, let us demystify what the phrase ‘customer satisfaction’ means.

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score NPS Close the Loop 52

Callminer

SEPTEMBER 14, 2020

Obtaining the proper software, developing metrics that the call center operators would be evaluated by and helping improve the customer experience by analyzing some of the main complaints and what responses work well and which ones do not. Customer retention is vital, and poor call centers do not retain customers.

Compliance 182

Compliance Unstructured Data Non-Profits Technology 182

Lumoa

FEBRUARY 7, 2023

With a well-designed VoC program in place, businesses can gain a competitive edge by focusing their efforts on the areas that matter most to their customers, ultimately driving customer satisfaction, loyalty, and growth. Examples of VoC There are so many different ways customers can share information about what they want.

Voice of the Customer 158

Voice of the Customer VOC Social Media NPS 158

Zonka Feedback

NOVEMBER 19, 2021

The main objective of any business is to grow and earn more and more profits. And to earn profits, you need to satisfy your customers. So the route of Profit Maximization goes from the one and only way of Customer Satisfaction.

Gaming 98

Gaming Customer Satisfaction 98

Retently

MARCH 14, 2023

In this article, we’ll compare post-purchase NPS surveys and product reviews as a measure of customer satisfaction, provide ecommerce businesses with a better understanding of the strengths and limitations of these two methods, and explore whether product reviews can be an alternative or rather complementary to NPS surveys.

NPS 140

NPS Net Promoter Score Customer Satisfaction Customer Feedback 140

Intercom, Inc.

FEBRUARY 9, 2021

And as companies start to better understand the importance of customer satisfaction for retaining customers and building loyalty, a great customer support experience goes from a “nice-to-have” to an essential differentiator. “I Customers should be the main focus of any business.”.

Customer Expectations 222

Customer Expectations Touchpoint Start-ups Customer Satisfaction 222

Fonolo

SEPTEMBER 7, 2021

This is often the first stage in a customer service journey, so making your welcome greeting and routing accessible and intuitive is a key aspect to your call center functionality. It’s also a chance to set the bar for overall customer satisfaction. The Contact Center Playbook for Improving Customer Satisfaction.

Contact Center 158

Contact Center Customer Satisfaction Customer Service Customer Experience 158

Retently

OCTOBER 11, 2024

Pricing: Retently’s plans focus on advanced feedback management tools, allowing businesses to efficiently manage and act on customer feedback. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction. Main Features: Instant Agent Support: Loris.ai

Retail 140

Retail Scorecard Sentiment Analysis Customer Service 140