GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Paul Husar, Senior Call Center Manager at LG Electronics. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

MARCH 21, 2025

It provides real-time insights on everything from their pain points to their purchasing triggers, helping you improve experiences and increase sales. Customer Pain Points and Needs Customers often voice their unmet needs, frustrations, and recurring challenges with customer support and sales teams.

Insights 195

Insights Sales Interaction Metrics 195

Customer Bliss

FEBRUARY 23, 2016

Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. Every team or department, from marketing and sales to front office, customer support, and after-sales, has a stake in managing the guest experience. More on this later.)

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. They feel the pressure of meeting metrics but don’t know how and when to strike a balance. Do something similar for leaders From Nate Brown There is a book that really sticks out to me based on your objective. From Erica Marois: I like Karin Hurt’s Book Winning Well.

Culture 244

Culture 2019 Contact Center Leadership 244

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you can: Increase sales revenue by up to 7% Increase cross-sell rates by up to 25% Increase shareholder return by up to 10% These statistics show that customer experience improvement is something that should be a priority across your entire organization, rather than being a siloed effort.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Gainsight

MARCH 27, 2025

Understand Your Metrics Bear highlighted the essential metrics that Customer Success teams should be in tune with as a revenue-focused department. The spotlight was on Gross Retention Rate (GRR), pipeline metrics, and bookings. Previously NRR was the favored metric, but weve seen a shift toward GRR recently.

Books 52

Books Customer Retention ROI Metrics 52

ShepHyken

MARCH 24, 2021

This is the first of a number of lessons I’ll be sharing from my newest book, I’ll Be Back: How to Get Customers to Come Back Again and Again. What’s the best metric? You’ll also hear them talk about sales numbers, profit, revenue, and other indications that the company is doing well – or not so well. You know it is!

Measurement 160

Measurement Net Promoter Score Customer Satisfaction Books 160

BirdEye

DECEMBER 29, 2022

There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

ProProfs Chat

JUNE 30, 2020

To help you understand this essence and develop better customer service strategies, we’ve curated a list of some of the best customer service books below. These books can help you: Work towards better leadership strategies. Customer Service Books on Leadership. Books on Team Building and Leading. So, let’s get started!

Books 85

Books Customer Service Customer Satisfaction Loyalty 85

Customer Bliss

MAY 9, 2018

Most important, it shifts conversations about this work from the internally driven attention to the achievement of sales or a survey score, to caring about customers’ lives. To create desire for knowing and managing customer asset performance with the same rigor applied to sales, revenue, and IBITA performance.

ROI 245

ROI Customer Experience Leadership Measurement 245

InMoment XI

APRIL 3, 2023

So at the recommendation of my supervisor, I read two books that you’re probably familiar with: The Ultimate Question 2.0 The case studies in the books made sense. Here’s an example: Previously, we sent a post-sales survey to buyers after our sales team closed a deal. and Outside In. NPS made sense.

Touchpoint 195

Touchpoint Customer Centricity NPS Feedback 195

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. Curious what your customer data is really saying?

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Customer Bliss

SEPTEMBER 29, 2016

Customer complaints: Use proactive operational metric tracking. I’ll give you a quick example from my book CCO 2.0. This is an example of what I’d call “proactive operational metric tracking.” Design metrics around (1) with an eye towards (2). This is tied to Competency No.

Social Media 239

Social Media Metrics Customers Brands 239

Thematic

APRIL 1, 2025

CRM and Sales Data: Purchase histories link customer value to feedback. 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. The lesson here? Look for the signals amidst the noise.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

ChurnZero

MARCH 28, 2025

Sarah Kiley is chief sales officer at ChurnZero. Most CROs come up through sales, where success is measured by speed and outcomes. Customers can sense when conversations shift from support to sales. Earlier in my career, I had been leading a sales organization when I stepped into manage CS. The metrics were great.

Customer Success 52

Customer Success Sales Metrics Customers 52

Integrity Solutions

JANUARY 18, 2021

This past year laid bare some critical underlying selling skills and cracks in their sales pipeline that sales leaders were able to ignore or avoid while focusing on more immediate concerns. It’s also clear that the shift to a remote sales model isn’t just a temporary fix. New Sales Pipeline Strategy. By Will Milano.

2021 123

2021 2020 Sales Social Media 123

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. Your survey should speak to your customer just like a support rep or sales rep, not a robot. The NPS question starts with, “ How likely are you to recommend our company to a friend or colleague?” ” But it can also be so much more.

NPS 304

NPS Net Promoter Score Feedback Brands 304

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Sales 98

Sales Customer Success Engagement Customers 98

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. 8 metrics to position Customer Success as a profit center with finance While sentiment-based metrics like Net Promoter Score ® (NPS) and customer satisfaction are important, they don’t frame CS work from a financial perspective.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Amity

OCTOBER 5, 2016

Our Customer Success mission statement is to “ retain and grow our customers by helping them achieve their goals ” and our metrics is Net MRR Churn. There is Customer Support, Customer Experience, Education, Account Management, and Sales. Our biggest challenge is tracking the impact of the actions we take on our metrics.

Customer Success 129

Customer Success 2014 NPS Metrics 129

Customer Bliss

JULY 14, 2016

This can lead to key metrics getting re-contextualized in terms of marketing, or operations, or sales, or whatever the case may be. It means that when a customer has to deal with your Ops team, they get a different experience than they would from your sales team. Talk about the metrics they need to hit. Silo heads (i.e.

Leadership 153

Leadership Customer Experience Chief Customer Officer Metrics 153

BlueOcean

OCTOBER 21, 2024

Calculating Lifetime Customer Value Obviously, the full impact of losing customers isnt as simple as the loss of one particular sale or the associated make-good. While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short. Book an appointment today.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

BirdEye

JANUARY 24, 2025

Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Increase direct bookings and reduce dependency on OTAs Third-party booking platforms and online travel agencies (OTAs) take a significant cut from each reservation.

Social Media 52

Social Media Hotels Marketing Travel 52

Integrity Solutions

JANUARY 23, 2023

The past several years have certainly tested the mettle of even the most experienced salespeople and sales managers. Here’s a round-up of some of the key ideas that have stood out to them as well as their advice on new year’s resolutions for sales leaders and team members that will deliver the biggest impact this year.

Sales 78

Sales Culture 2023 Metrics 78

InMoment XI

OCTOBER 4, 2024

It increases revenue by bringing more sales from existing customers. By guiding you toward practices that improve customer satisfaction, CXM helps you boost sales. Customer Relationship Management (CRM) Definition CRM helps businesses understand customer profiles to increase sales and revenue. It enables continuous improvement.

Customer Experience Management 195

Customer Experience Management Customer Experience Management 2024 195

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. Book a call today to start the conversation. But the trick is knowing what to measure. appeared first on Blue Ocean.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

BlueOcean

AUGUST 19, 2024

When “Good Enough” Is Not Really Good Enough The customer experience is what happens any time a customer interacts with your brand – through marketing, sales, the product or service itself, and customer support. Book a call today to start the conversation. But the trick is knowing what to measure. appeared first on Blue Ocean.

Contact Center 156

Contact Center Average Handle Time Customer Satisfaction 2024 156

Alida

MAY 11, 2016

As both CSAT and NPS have gained traction among the majority of Fortune 1000 brands, many companies started tying bonuses and other incentives to these metrics. In the e-book, Douglas highlights one critical issue with NPS not mentioned in the Bloomberg article. Another issue: many employees have figured out how to game the NPS system.

NPS 177

NPS Customer Satisfaction Net Promoter Score 2003 177

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Metrics 98

Metrics Customer Success 2021 NPS 98

InMoment XI

APRIL 3, 2024

This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization’s webpage.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Insights Net Promoter Score 98

BlueOcean

FEBRUARY 22, 2024

Imagine a partner who not only promises to meet your metrics but goes the extra mile to comprehend the nuances of your customer base, adapting strategies to enhance customer satisfaction and loyalty. Look for a customer care partner who views your success as their own and is poised to grow and evolve alongside your company.

Customer Care 177

Customer Care Entertainment Government Contact Center 177

TechSee

FEBRUARY 5, 2019

Incentivized surveys and refer-a-friend programs, of the type that delivered stunning exponential user growth for Dropbox will give rise to more refined models drawn from the world of B2B sales. It’s the proverbial win-win, with both company and customer deriving additional value from relationship. Episode Management.

2019 173

2019 Customer Experience ROI 2025 173

Experience Investigators by 360Connext

JULY 28, 2020

Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” What metrics are used?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Customer Centricity 225

BirdEye

DECEMBER 30, 2024

Whether you’re a healthcare provider, a healthcare facility providing healthcare services, or a medical sales company, these strategies will set you up for success. Clear call-to-action (CTAs): Design landing pages that guide potential leads toward booking appointments. Table of contents What is healthcare lead generation?

Healthcare 52

Healthcare Multi-Channel Social Media Advertising 52