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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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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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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22 Immutable Marketing & CX Laws For You To Know

This is a summary of ideas from the book The 22 Immutable Laws of Marketing by Al Ries and Jack Trout. Normal text is my summary. Text in italic is my commentary. Remember: this is just a short summary and is not meant to replace the book. Nothing beats reading the real thing. The book is short, buy it and read it. Law 1 (law of leadership) Being first in the market is better than having a better product.Examples: we all remember who first…

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Email Template Best Practices

The most successful emails based on open and reply rates had subject lines between 1-5 words. This supports our common belief that clear and concise is key to generating the perfect subject line. Your subject line should describe the contents of the message concisely but remain short enough for your recipient to read it on their phone. Always keep mobile users in mind and never exceed 7 words in your subject line. Read more on YesWare.com

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