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/
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/
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/
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/
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/
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/
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/
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/
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/
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/
