CX Metrics Critical For Success

Metrics can define an organization’s culture and operational style. They’re also a key component of how contact center teams are evaluated. But the pandemic has forced individuals and companies to rapidly change how they live and work, and leading organizations are reorienting their customer experience efforts to better meet their customer’s needs. The shift in priorities naturally calls for a realignment on how success is measured. According to a recent survey of enterprise contact center leaders across various industries, these are the…

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Tracking Basic CX Metrics & KPIs

You can’t improve if you don’t measure. In most areas of a business, measuring KPIs is crucial to understanding what’s working and what isn’t. Initiatives come and go based on how well they perform against expectations.   However, customer experience initiatives seem to sometimes escape measurement. It’s not without reason. Sales figures are relatively cut-and-dried while things like customer feedback and satisfaction are highly qualitative. Nonetheless, if your company wants to create a better customer experience, you must designate and track customer experience…

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NPS Touchpoints To Collect Customer Feedback

A company’s Net Promoter Score (NPS) is a reliable measure of customer loyalty and satisfaction as well as an indicator of future sales and income growth. How you use your NPS will partially depend on how you collect it. Choosing the right Net Promoter Score touch points to collect survey information can help to improve response rates and give you the information that you need. As you probably already know, NPS is a measure of customer loyalty. By surveying customers…

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Building Your Voice of Customer (VOC) Strategy

In today’s competitive market, businesses need to use every tool at their disposal to stay ahead of the game. One of the best ways to do that is to provide the best customer experience.  But customer experience is about more than fulfilling promised services or cultivating positive interactions, though both are important. The customer experience is wrapped up in almost every level of the business, including brand perception, marketing interactions, negative feedback management, and even product development. With so many variables,…

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Building Trust With Your Customers

Customer trust and loyalty are essential for building a successful business. And while this may sound obvious, it’s hard to overstate the value of establishing a solid base of long-term customers. That’s because customer retention is much more cost-effective than constant acquisition. In fact, it costs five times more to earn a new customer than it does to keep an existing one1. And beyond retention, 83% of customers say they’d recommend a business they trust to others. This means that earning customer…

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Why You Always Need To Follow-up With A Detractor

Often used as a barometer for brand health, Net Promoter Score surveys measure customer loyalty by identifying customers as promoters, passives, and detractors by asking: “How likely are you to recommend ABC Company?” Answers are then given on a scale of 0-10, with 10 being the “very likely” to recommend. Those who answer 9 or 10 are called “promoters,” and they are your brand’s biggest fans. Passives are customers who answer 7 or 8. Passive customers are not likely to hinder your…

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Pop-up Design Examples For Your Business

For something that literally “pops up” in your face, the value of popups—and the variety of ways they can be used to convert more visitors—is often overlooked. And while we’re sure the word “popup” brings some lousy user experiences to mind, don’t let a few annoying apples spoil the bunch. Popups can actually enhance your visitors’ experience and be an incredibly effective marketing tool when used in a thoughtful, targeted way. They help you highlight relevant offers, products, or sales, build email lists, and recapture your…

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What is a CSM Anyways?

When a business buyer makes an initial purchase from a seller, it’s only the start of the value exchange between the two. Most of the mutual value accrues over time as the customer benefits and both continues and expands purchasing. Consequently, more companies are shifting responsibility for ongoing customer care and growth from an account manager to a customer success manager (CSM). The CSM title was almost unheard of a decade ago. But, in a 2019 survey of high-tech companies…

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5 Tips For CX Agent Onboarding

Let’s face it. Onboarding is broken. The average ramp time for a new rep is 4.5 months, while the average tenure is a year and a half. That means that 25% of a sales rep’s total time at a company is spent getting up to speed. At the same time, boot camp-style training (more on this in a minute) has abysmal recall rates. 84% of what reps learn in a sales boot camp is forgotten within the quarter, which means the so-called “onboarded”…

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60 CX Terms You Need To Know

Customer service has its own lingo including various different terms new and old. As customer service shifts to focus more on support and experience, the terminology changes and it is important that you stay up to date on all the newest lingo. The more of those customer service terms you know, the easier it’ll be to communicate clearly about the challenges your team faces. Together, you can strive toward improvement. Business terms and customer service terms can seem like a foreign language…

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