delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? It enables communication and coordination.

Roadmap 89

Roadmap Effort Score Management Feedback 89

Experience Investigators by 360Connext

JULY 17, 2024

The C-Suite heard her desire to understand customers better, but they couldn’t see HOW that exercise would benefit the company, exactly. They were proud of themselves for reviewing customer feedback dashboards and leaning into the idea of providing a world-class experience for customers. They love us. No worries here.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

Thematic

MARCH 20, 2025

Build better products by prioritizing features customers actually want. It used a structured customer insights approach to process over 20,000 customer comments in 90 days. Segment Customers for Deeper Insights You’ve probably heard this, but we’ll say it again: Not all customers are the same.

Customer Insights 62

Customer Insights Insights Net Promoter Score NPS 62

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. They reveal pain points, areas for improvement, and opportunities to delight customers – whether it’s right after a purchase or a few weeks into product usage. Was the delivery process smooth and hassle-free?

Retail 109

Retail NPS Touchpoint Feedback 109

GetFeedback

MAY 4, 2018

Sometimes, this method leads to unnecessary or unwanted changes due to the lack of communication between the user base and the upper-level executives. Rather than working off assumptions, talk to your support agents, your sales reps, and anyone else who has first-hand experience with customers. Host focus groups.

Net Promoter Score 170

Net Promoter Score Customer Centricity Feedback Roadmap 170

Gainsight

DECEMBER 19, 2023

Creating Common Points Along Your Customer Journey Maps At the core of Comeet’s customer growth strategy is a unique approach to how they map out their customer journey. Comeet’s approach to scale is centered on fostering streamlined internal communication.

Customer Journey 97

Customer Journey Customer Journey Mapping Roadmap Customers 97

GetFeedback

JUNE 3, 2019

Benefit 2: open up communication. Customer satisfaction questionnaires give your customers a direct channel to tell you how they feel about your product and your support offering. According to CMO Magazine customer spend grows alongside trust , after building the relationship. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Magazine Customer Retention Customers 170

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. And it addresses what’s coming next to best meet customers’ needs. Why base them on data that will quickly become outdated? A roadmap to revenue growth.

Roadmap 52

Roadmap Net Promoter Score Document Metrics 52

Optimove

DECEMBER 18, 2024

This post offers a clear roadmap for using analytics to drive sustainable growth in a burgeoning market. Customizable Limits: Allow players to set deposit, loss, or time limits, and use data to suggest responsible gaming tools based on their activity. Data is highlighted as the cornerstone of competitive advantage. Download Now 8.

Sports 64

Sports Loyalty Programs Omnichannel ROI 64

Amity

MAY 4, 2016

SaaS Tattler Issue 83 - Tools to Support Your Growing Customer Base. Yes, we recognize that some companies are a bit premature for a Customer Success Platform. However, that shouldn’t stop them from making their customers successful. Tools of the trade: Apps for customer success. AnyMeeting - (Score = 1807).

Customer Base 51

Customer Base Roadmap Webinar Books 51

Retently

MARCH 17, 2025

Are customers struggling with a new checkout process? Ensure the offer terms are clear and well-communicated. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? Data-Driven Decisions : Use carrier and regional data to optimize shipping strategies and improve customer satisfaction.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

OCTOBER 10, 2023

Whether it’s the responsiveness of the support team, the clarity of communication, or the resolution provided, CSAT scores shine a light on areas needing improvement. This ensures that businesses can maintain a consistently high level of service, fostering trust and loyalty among their customer base.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Thematic

MARCH 30, 2025

A strong customer insights framework groups customers based on behavior, preferences, or lifecycle stage—and then delivers tailored experiences to each group. By identifying this behavior and quantifying its impact, they adjusted communication strategies and immediately improved their NPS and lead engagement.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Education Services Group

APRIL 25, 2021

CS Roadmap. A Customer Success roadmap is a detailed view of your organization’s goals as well as your plans for how you’ll reach those goals in the near and long term. Much like a business plan, your CS team needs a roadmap to organize the complexity of building a robust CS practice. Digital Communication.

Customer Success 91

Customer Success White Paper Roadmap Customer Journey Mapping 91

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations.

Contact Center 105

Contact Center Call Center 2027 Customer Satisfaction 105

Help.com

NOVEMBER 16, 2015

Our team at Help has made getting customer feedback a cornerstone of our development methodology. We’ve built relationships with our customers that allow for a constant flow of communication. Through open communication and good relationships are a great start to be sure, we recently decided to take it a step further.

Roadmap 40

Roadmap Feedback Customers Communication 40

Retently

MARCH 10, 2022

If you set the right pace, opt for straightforward communication and are proactive in your attempts to convert simple features into business benefits, it will definitely add up to your long-term customer base. . Be transparent in your communication and don’t overpromise. Offer product demos.

E-support 147

E-support Poor Customer Service Customer Success Customers 147

Ecrion

FEBRUARY 24, 2021

What Is a Strategic Communications Plan? | Creating a Strategic Communications Plan |. How CCM Streamlines Your Strategic Communications Plan. For your business to be successful, you need to be able to get your company’s message out there for current and potential customers to see. Communications Plan? .

Communication 52

Communication Document Roadmap Omnichannel 52

ClearAction

DECEMBER 31, 2016

Segment customers by what they’re trying to get done. Create internal and external communications, tools and processes to make things easy for each customer segment. Monitor each customer segment’s perceptions of how well you help them achieve what they’re trying to get done.

2017 81

2017 Customer Experience Workshop Customer Journey Mapping 81

Gainsight

JANUARY 17, 2020

When you’re trying to deliver an exceptional product, it’s easy to get lost in the constant deluge of customer feedback. Your users are likely communicating with your company through multiple channels and it can seem like feedback gets lost in a black hole. How do you work with your customer-facing teams to gather feedback?

Feedback 117

Feedback Roadmap Demo ROI 117

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Every support staff member thinks engineers work at their own convenience, and every engineer thinks support can’t explain things properly to customers. Train customers through webinars. Language learning.

Customer Service 82

Customer Service Document Webinar Roadmap 82

Gainsight

AUGUST 4, 2022

Here’s how you can create a data-driven product experience that improves the customer experience: 1. Build a data-driven roadmap based on customers’ behavior. Determining your product roadmap requires balancing the needs of several, often conflicting, stakeholders. It’s impossible to make everyone happy.

Customer Experience 64

Customer Experience Roadmap Social Media Feedback 64

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

Thematic

DECEMBER 5, 2018

It goes without saying, but your existing customers are much easier to market and sell to. Consider that usually, there are no huge customer acquisition costs associated with selling a new product or service to your existing customer base. Keeping existing customers allows for more sustainable growth.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

ChurnZero

APRIL 8, 2020

Put simply, customer advocacy is about providing a product or service of such a high standard that your customers want to spread the word about it. Understandably, advocates are at the core of your customer base—not just those repeat buyers, but those who rave about your product day in, day out.

Customer Journey Mapping 81

Customer Journey Mapping Roadmap Customer Journey Customer Success 81

Integrity Solutions

JUNE 10, 2024

Most sales leaders today recognize this isn’t a sustainable way to develop business and cultivate a long-term customer base. Buyers can detect the hard sell from a mile away, and that overbearing pushiness only ends up pushing customers to the competition while leaving the company’s reputation tarnished.

Sales 107

Sales Customers Books Engagement 107

Help Scout

APRIL 27, 2021

The lifetime value of someone emotionally engaged with your brand is more than twice that of a highly satisfied customer. Happy customers buy more from your company. They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product.

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Social Media Measurement 135

ChurnZero

SEPTEMBER 25, 2020

Formalizing how Customer Success and Product communicate helps tear down these fences while still maintaining neighborly boundaries. Fix Communication Breakdowns With Formalized Feedback. So, let’s take a quick look at each team’s common communication shortcomings and how they can level up their alignment.

Customer Centricity 76

Customer Centricity Customer Success Roadmap Feedback 76

Thematic

JULY 11, 2022

Insights found via the analysis show how you can improve your product, customer service, or employee experience. Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews.

Roadmap 77

Roadmap Banking NPS Feedback 77

Retently

MARCH 5, 2024

For example, when you thank a customer for complimenting your quick service and reiterate your commitment to efficiency, it reinforces their positive experience. Tailored email templates for feedback can streamline these communications without sacrificing the personal touch that makes recipients feel valued.

Feedback 139

Feedback Social Media Customer Satisfaction Loyalty 139

Totango

JANUARY 2, 2020

Clear communication ensures that information and data are not duplicated—or worse, overlooked—while also creating a better customer experience. With transparent communication and effective data sharing, the new CSM can hit the ground running, and the customer will not notice any lapse in service. .

Insights 71

Insights Roadmap Customers Customer Success 71

Lumoa

OCTOBER 12, 2020

Every customer-centric business strategy centers around putting the customer at the core of their business, and that means closing the customer feedback loop. While surveys like NPS, CSAT, CES , or market research can be helpful tools for understanding your customer base, they come with their own share of challenges.

Feedback 78

Feedback NPS Customer Centricity Roadmap 78

Wootric

SEPTEMBER 23, 2020

For instance, in many circumstances, sending a survey via SMS would annoy most customers—but there’s an exception that! . Let’s say you use SMS to communicate things like appointment times, the way cable companies and doctors do. Think about what question is most relevant to the customer experience you are asking about. .

Net Promoter Score 98

Net Promoter Score NPS Effort Score Multi-Channel 98

Amity

JANUARY 30, 2018

Partner with the customer’s senior leadership to communicate your organization’s value. Communicate your product roadmap regularly. If you’re already into Customer Success, you know that it’s 50% easier to sell to existing customers compared to new prospects.

Customer Success 69

Customer Success Social Media Roadmap Sales 69

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If Give Product greater exposure to customer experiences. Take the initiative to align on your product roadmap.

Customer Success 59

Customer Success Management Roadmap Feedback 59

Retently

AUGUST 23, 2023

Thus, in B2B, NPS surveys become a channel for mutual growth, with businesses keen on leveraging them to communicate expectations and concerns. It’s like having a roadmap to your growth strategy. Great B2B companies revolve around teamwork, both between your team members and your team and its clients.

Net Promoter Score 147

Net Promoter Score B2B B2C NPS 147