The use of metrics is a practice businesses apply to nearly all aspects of their organisation. Whether that’s finance, competition, customer requirements, expectations, employee performance, or marketing, metrics matter. Metrics reflect and support the strategies of these business areas, giving us leverage to improve in any way we can. So why would this be any different when collecting online customer feedback? And while we’re on the subject, what is a customer feedback metric?
https://mopinion.com/what-is-a-customer-feedback-metric/
Metrics, metrics, metrics. The word gets thrown around a lot. How do we establish and define them, let alone use them? And which metrics are actually useful and yield the best results for our businesses?
All hail the Customer Effort Score (CES)!
Customer Effort Score, established in the HBR article “Stop Trying to Delight Your Customers” is a metric that allows companies to determine how to reduce the amount of effort customers have to put in to achieve their intended goal. Businesses measure CES by asking just one question: “How much effort did you personally have to put forth to handle your request?”
The HBR study led to the development of CES because of these two conclusions: First, customer loyalty is built by reducing effort—defined as the work they must do to get their problem solved—not through over-the-top customer service. Second, focusing on reducing effort alone can lead to lower customer service costs and higher customer retention. By assigning ratings from 1 to 5, with 5 representing very high effort, CES measures the effects of how companies can create a more effortless customer experience.
http://customerthink.com/make-it-easy-how-to-improve-your-customer-effort-score/
Businesses are going to focus on customer satisfaction and experience, and consumers are actively looking for those brands that deliver on the promise.
Sounds too good to be true, doesn’t it? But of course, you may have more questions than answers: how do you achieve customer satisfaction? How do you increase customer satisfaction? How do you define customer satisfaction? Let’s dig in.
https://amaphiladelphia.com/the-benefits-and-importance-of-customer-satisfaction/
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/
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/
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/
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/
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/
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/
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/
