Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. Other metrics to measure.

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Metrics Measurement Customer Experience Net Promoter Score 85

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

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Roadmap Definition Travel Consulting 78

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Thematic

APRIL 1, 2025

Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). Book free guided trial of Thematic 3. A strong customer insights strategy clearly turns feedback into actions on your product roadmap. The lesson here?

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Customer Insights Insights Social Media Customer Journey Mapping 62

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. How Is Customer Retention Measured? Here are some key strategies to retain patients: 1.

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Customer Retention 2024 Guest Experience Loyalty Programs 195

InMoment XI

APRIL 3, 2024

This means collecting customer feedback and analyzing customer experience metrics , but it also means trying new layouts and approaches and charting their effectiveness in terms of helping the buyer achieve their goals. The guest visits the hotel’s mobile website or app to book a room. References Fullstory.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

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Roadmap Definition Travel Consulting 64

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Metrics tools are great but don’t forget about the human element. “A very small increase in customer retention can yield a huge impact on profitability.”

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Leadership Chief Customer Officer Social Media Loyalty 120

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

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Metrics 2014 Customer Success Blog 52

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. Cross-functional teams and the ‘three-hump camel’ In my book Chief Customer Officer I refer to these cross-functional teams as building a “three-hump camel.”

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Customer Experience Chief Customer Officer Books Roadmap 183

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics 2014 Customer Success Blog 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics 2014 Blog Measurement 52

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. As a product manager, metrics affect every move you make.

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Article 2020 Roadmap 2019 97

Thematic

MARCH 30, 2025

Book free guided trial of Thematic 4. This is a crucial phase: verifying whether your actions actually solved the problems and improved metrics. Define key metrics for your initiatives. Ways to Measure Success Ways to measure success: Track your before-and-after metrics. Did that new feature delight users?

Feedback 62

Feedback Customer Centricity Culture Customers 62

CX Accelerator

JUNE 19, 2018

You may see that some of the tools, processes, or metrics used don’t actually work in a way that best serves the customer. How can you track their learnings and input it into a roadmap of CX improvements? One of my favorite takeaways from a great book, Creative Confidence, by David and Tom Kelley, is to keep a traveler’s mindset.

Customer Experience 159

Customer Experience Customer Journey Airlines Customers 159

Alida

NOVEMBER 8, 2017

Having a clear goal and defining success metrics allows each department to identify how they can contribute. What’s on your roadmap for customer initiatives at Vision Critical? Which books or other resources (podcasts, conferences etc.) Finally, I’ve read all of Jack Welch’s books. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Workshop Leadership 50

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. First, when CX is great, both top- and bottom-line metrics improve, not just short-term, but long-term as well.

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Books Customer Centricity Advertising Culture 52

Calabrio

MARCH 22, 2025

These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it. Focus on the right mix of metrics With concrete measurement you can quantify the effects ofand make improvements toyour contact center management efforts.

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Contact Center Management Call Center Measurement 52

Wootric

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Net Promoter Score E Commerce Effort Score 52

Thematic

SEPTEMBER 1, 2021

Zendesk users can track quantitative metrics like agent performance and ticket volumes. You can slice your data using a range of pre-set metrics. Custom Reports allows users to visualize chat metrics like response times, conversation volumes, and top weekly issue types filtered by tags.

Customer Insights 114

Customer Insights Insights Feedback Demo 114

Gainsight

AUGUST 12, 2022

Today’s SaaS product managers need to be problem solvers at heart—wearing multiple hats, keeping teams on track, and focusing on metrics. One of Albuquerque’s favorite quotes that highlights this mantra is from Chris Voss’s book Never Split the Difference , “You fall to the level of your preparation.”. The story is in the metrics.

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Roadmap Sports Metrics Webinar 59

Qualtrics

APRIL 25, 2019

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. Book a demo. The post A roadmap for closing the diversity & inclusion gap appeared first on Qualtrics. A New Approach to D&I.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

Amity

OCTOBER 31, 2016

What metrics do you watch closely? The metrics we watch are continuously evolving as a result of the unique nature of our customers, but overall we do tend to watch a lot of metrics. Here at Uberflip, we are blessed to have a platform that readily surfaces key metrics when it comes to this type of outcome-based data.

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Customer Success Customers Definition Metrics 0

Wootric

SEPTEMBER 23, 2020

We actually recommend conducting microsurveys whenever possible—those short, two questions surveys that are used to gather common metrics like Net Promoter Score , Customer Effort Score , Customer Satisfaction, and Product Satisfaction. Front-load the most important questions (like the metric) so you get the most vital data upfront.

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Net Promoter Score NPS Effort Score Multi-Channel 98

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. He is both CCXP and CMRP certified, has been listed in the top 25 CX professionals by CX Magazine, and also published a book on Customer Experience.

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2020 Customer Experience Magazine Consulting 132

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If trying to book a meeting, be specific with your language and minimize how much work the recipient is expected to do.

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Roadmap Blog Metrics ROI 81

Gainsight

NOVEMBER 13, 2023

This redefinition has come with a fresh understanding—community isn’t just about metrics or member counts; it’s about driving tangible business value and enhancing the customer experience. It unveils a roadmap, explaining how to seamlessly integrate a community into the heart of the Customer journey.

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Engagement B2C Books Roadmap 52

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. " The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes.

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ROI Insights Multi-Channel Customer Centricity 62

Think Customers

DECEMBER 13, 2021

Here’s a refresher of 6 transformation roadmap steps to help deliver exceptional customer experiences and set your brand apart in the marketplace. In this step, you’ll want to build out the logistics, timeline, objectives, and metrics that will help your organization achieve CX success. Renewing your CX vows begins with the basics.

Roadmap 52

Roadmap Metrics Customer Journey Customer Journey Mapping 52

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Sales: bookings, pipeline, etc. The trick is to whittle your presentation down to the important metrics that impact growth and revenue. I highly suggest having a dialogue upfront with your board about the metrics you want to track. Or did we lose some?

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Metrics Presentation NPS Roadmap 45

ClearAction

APRIL 17, 2019

to-1 ratio,” reports the book Firms of Endearment 2. The book authors identified FoEs by asking people which companies they like most: Amazon, BMW, Caterpillar, Google, Harley Davidson, IDEO, IKEA, JetBlue, Johnson & Johnson, LL Bean, REI, Trader Joe’s, UPS and others were identified. The public FoEs returned 1,026% for investors.

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Management Customer Experience Management Books Financial 69

Natalie Petouhof

FEBRUARY 6, 2022

These questions are at the heart of an important new book by Tony Bates and Dr. Natalie Petouhoff called Empathy in Action: How to Deliver Great Customer Experiences at Scale. The book couldn’t have come at a better time. I particularly love how deeply aligned the book is with Thrive Global’s mission. So what is empathy?

Books 52

Books Culture Roadmap Technology 52

Thematic

MARCH 27, 2023

4 tips to help you mature your programme: Tip #1: Have a plan; create a strategy and a roadmap. Creating a roadmap is a really valuable exercise to map out exactly what needs to be done (via milestones) and align it to a timeline to hold yourself accountable. I suppose the question now is, how do you get to a more mature stage?

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Customer Centricity Feedback Social Media Roadmap 71

Thematic

DECEMBER 28, 2022

Understand customer context Metrics go up, and metrics go down. It provides valuable context, so that you get the insight you need into the customer experience and understand the "why" behind what's happening with your metrics. What you need to know is how to move your numbers in a positive direction!

Feedback 71

Feedback Management Net Promoter Score Roadmap 71

ProProfs Chat

MAY 24, 2019

Emphasizing CLV – Roadmap to Success. Customer Lifetime Value (CLV) is a metric that helps to quantify the net profit acquired by a company through the lifetime relationship of one customer towards its brand. Let’s suppose your brand has been successful in acquiring a customer for its interface. Upgrade Your Loyal Customers.

Social Media 100

Social Media E-support Customer Retention Telecommunications 100

Thematic

JUNE 9, 2022

Here are a few critical audience groups: Understand who your stakeholders are, who your blockers are, and which metrics matter most to those individuals. What metrics really matter? All of these people have different levers they can pull, and different metrics and KPIs that they need to go after. Confirm their support.

Feedback 62

Feedback Roadmap Insights Metrics 62

Thematic

JUNE 4, 2024

Quantify common issues, measure the impact on your metrics and pick up new issues you haven’t yet detected. By building ongoing analysis, focused metrics, and even preemptive outreach into your operations, you transform friction-removal into a cornerstone of your Customer Experience excellence. Book a demo to see how.

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Customer Experience Multi-Channel 2023 Feedback 62