Articles
Tag: metrics
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Does It Matter Which Customer Experience Metric You Choose?
When it comes to measuring customer experience, you've got options. But what matters at the end of the day is how you use that information.
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Customer Experience Metrics, Through a New Lens
Approaching customer experience measurement through the lens of acquisition, engagement and retention.
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Social Media Marketing: Looking Beyond Reach
Marketers have long focused on the reach of their social media messages as a key measurement but it requires more than reach to be successful.
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Digital Workplace Key Performance Indicators: Looking Beyond Adoption
Workplace metrics are hard to come by, but that doesn't mean you shouldn't be looking and technology adoption is only one aspect of digital workplace success.
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Top 10 Things to Measure in Google Analytics in 2018
Digital marketing experts share their favorite Google Analytics tools and features that have been introduced or grown in importance in the past few years.
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8 Ways to Measure Chatbot Program Success
Chatbots may be all the rage, but you need some solid metrics around your programs to ensure success.
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Launching a New System? This Is the Only Metric That Matters
The only metric that matters when deploying a new system is whether or not it helps get work done.
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Metrics Drive Behavior and Culture
Whenever you find organizations behaving badly you can nearly always find a series of metrics driving that bad behavior. The Irish Police (Garda) have been under intense scrutiny recently over the fal
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Slack Analytics Update Provides a Closer Look Into Activity
Last week Slack added new analytics features to its real-time communication app to provide deeper, contextual insight into channel and individual user activity. In the blog post announcing the ne
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4 Strategies to Create a Data-Driven Company Culture
As a leader at your company, you likely know very well how much you rely on data to make day-to-day decisions. And you likely have lots of it. But do you know how to use it most effectively? Being tru
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Rethinking CX: Making Meaningful Measurements
How can you reorient your idea of application performance around customer expectations?
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Choosing the Customer Experience Metrics that Matter
Organizations are discovering that loyalty is highly correlated with customer experience. While any organization can improve segments of its customer experience, it takes more than a few superficial c
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Gnip Adds Tumblr to its Roster of Social Media Firehoses
If your company wants social data to crunch through in a hurry, it needs access to the raw streams coming from the social media giants. Gnip is doing a great job of syndicating these and has added Tum
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Social Enterprise ROI: Measuring the Immeasurable
The world has been chapping our collective hides about metrics for social business. Customers want them, and not without reason. Our typical answers (ROI is irrelevant, What’s the ROI of your mo
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