Books Customer Base Metrics 
CloudCherry
MARCH 19, 2019
In order to prove their value to the company, secure the budget and buy-in they need to make changes, CX leaders must demonstrate an “irrefutable” connection to business metrics. This requires a massive sea change in the metrics and strategy the profession is currently using to measure their success. NPS can’t be your North Star.
GetFeedback
SEPTEMBER 18, 2019
Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . loyalty doesn’t increase when customers are delighted. And in fact, the book argues that it costs more to delight. . Finding no.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
InMoment XI
NOVEMBER 7, 2024
Of the 81% of organizations automating workflow processes, 98% report that reducing errors is a major or minor benefit of customer experience automation. Scalability Customer experience automation systems can handle high columns of interactions simultaneously.
BirdEye
DECEMBER 28, 2024
Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Monitor social media metrics to understand which content performs best with your audience. Implement multiple language support if your customer base is diverse.
Customer Bliss
MAY 9, 2018
Honoring and managing the customer asset leads directly to those three results leaders care about. Customers as Assets Is an Attitude Shift, Not a Dashboard. Customer Asset Metrics when embraced and communicated consistently across leadership shed a new light on why you are in business. Then move to specifics.
Thematic
MARCH 30, 2025
Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs.
Customer Bliss
DECEMBER 8, 2017
The following post is an excerpt from my book: Chief Customer Officer 2.0. Below, I share a “My Rock, My Story” snippet – which is one of many featured throughout the book. With a company like Airbnb, which has 2 sets of customer bases to appeal to, customer listening becomes more complex.
Expert insights. Personalized for you.
218 
Let's personalize your content