eringilliam: metrics*

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  1. Most customer service professionals are familiar with the two most common customer service metrics: the Customer Satisfaction (CSAT) Score and the Net Promoter Score (NPS). NPS asks customers how likely they are to recommend a company to their friends or colleagues on a scale of 0 (not at all likely) to 10 (extremely likely), while CSAT typically asks customers to rate the quality of specific experiences, like a customer service chat or a store visit.
    https://www.business2community.com/customer-experience/care-customer-effort-score-01840420/
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  2. Find and optimize for your “aha” moment - but don’t forget that there are next steps. The way you define "customer success" in your organization will vary - and chances are you’ll have more than one factor to consider.
    https://www.entrepreneur.com/article/306405/
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  3. Data is the secret ingredient to an online sellers’ sustained success.
    Every business has access to data—but it’s what you do with it that sets you aside from the rest. The data from customer experience, in particular, has come to the fore of every business in recent years. It acts as the foundation of customer success and loyalty because it can transform the service you offer.
    But the question is, which metrics will extract the most valuable data for your support team?
    https://www.business2community.com/brandviews/xsellco/4-customer-support-metrics-drive-growth-01965701#w1RKbJBCr6m263ap.97/
    Tags: , , , by eringilliam (2017-11-29)
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  4. For some time now there has been much hype and hopeful news that Net Promoter Score (NPS) was perhaps after all the Holy Grail of customer satisfaction measurement: one single question with a link to business KPIs. Yet over time the number of sceptics has grown, and they have become more vocal. As professionals that have worked with clients using NPS and other customer satisfaction metrics, we would prefer to take a more balanced view of NPS. We also decided to discuss this view with our associates in the United States and AsiaPac region so we could get a global perspective and draw up the advantages and disadvantages of NPS, with special consideration given to NPS as a predictor of future customer loyalty.
    http://www.customerchampions.co.uk/net-promoter-score-nps-a-balanced-view/
    Tags: , , , by eringilliam (2017-11-07)
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  5. The proliferation of digital and omni-channels today is redefining user experience (UX). Limelight Networks’ “State of the User Experience – Southeast Asia” study reported that almost half of Internet users in the region are online 16 hours or more each week, outside of work, and they have high expectations for website performance, especially when it comes to E-commerce....
    https://www.enterpriseinnovation.net/article/key-building-great-user-experience-1509243867/
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  6. When you start to unpick the visitor behavior on your website, one thing is apparent: Everyone has a limited amount of tolerance for frustration before they drop off. Think of it like a bucket. As you browse a site, every error, poor choice of wording, confusing step or overlong form adds another splash of water. Eventually, the water spills out of the bucket and you give up.

    Last week’s Masterclass with SessionCam and Subway—How to Convert Your Website Visitors into Customers—covers the optimization tactics that work to stop this bucket spilling over and maximize your conversion rates. Only 19.2% of webinar attendees are satisfied with their conversion rates, which highlights what a key challenge this is for marketers; 42.6% of attendees are dissatisfied with their conversion rates.
    https://www.clickz.com/6-ways-to-increase-your-conversion-rate-using-behavioral-data/113802/
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  7. A new year brings new metrics. Or maybe it’s just a good reminder that you need to evaluate your existing KPIs. Which B2B content marketing metrics should you add in 2017? It’s the perfect time of the year to evaluate your content marketing strategy and focus on the latest trends that will take your B2B marketing plan to the next level. How about starting with the metrics that you need to pay closer attention to from now on?
    https://www.clickz.com/top-b2b-content-marketing-metrics-for-2017/108916/
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  8. It often seems like marketers don’t have much time to actually market. Especially when most hours in the day are spent manually measuring mind-numbing metrics like viewability, completion and other important video KPIs. That doesn’t leave a lot of room for the creative or gratifying parts of the job.

    At Turn we don’t believe that marketers should be worrying about whether their ads were viewed when they could be focusing on the big picture. To that end we created performance algorithms that achieve up to three goals at once, freeing our clients from rote tasks and allowing them to judge whether their ads have been effective, rather than just if they were seen.
    https://digiday.com/sponsored/turnsbl2-005-mind-numbing-metrics-how-algorithms-help-marketers-get-back-to-being-creative/
    Tags: , , , by eringilliam (2017-10-02)
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  9. You can almost set your watch to it. Yesterday, in the heat of an upfronts season in which TV stalwarts are taking pots at digital media, Facebook announced its 10th measurement error since September. Per usual, Facebook’s mistake elicited demands from ad buyers for more third-party verification on the platform. And the collective effective of the errors is getting on buyers’ nerves.

    “There is a general sense of ‘what could be next,’” said Jessica Baum, media director at Traction. “Even though the last error was smaller in scope, it still impacts overall trust.”

    Facebook’s latest error stems from a bug that led it to miscalculate how often users clicked through its carousel ad units, which let brands show multiple images and link to their properties. Facebook declined interview requests for this story....
    https://digiday.com/marketing/facebook-measurement-errors/
    Tags: , , by eringilliam (2017-10-02)
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