Below are some key executive metrics for customer experience and why they ... of how satisfied your customers are with your ...

Gupta, Sunil, and Valarie Zeithaml. "Customer Metrics and Their Impact on Financial Performance." Special 25th Anniversary Issue. Marketing Science 25, no. 6 (November–December 2006): 718–739.

It's time to relinquish traditional marketing and customer service metrics for performance metrics that are provocative, compelling, and defensible. But without customer data, business rules, and ...

Only thereafter can change management and implementation really begin. Metrics and Change Management The change management process often requires a company to revisit its positioning platform, brand ...

Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and ...

Monitoring the right metrics is essential for operational improvement. According to research, efficiency gains of 30 – 50% ...

Customers value response time above all other customer service metrics. Another survey of customer care leaders and a group ...