Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Customer-centric Culture & Communications. It’s HR and communications executives who understand they have a culture that ignores the customer. Training, online events and webinars.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Retently

OCTOBER 16, 2024

This smart, efficient tool transforms your everyday communication into a strategic data collection engine that fuels CX improvements and business growth. Key Takeaways Email signature surveys enable effortless, real-time feedback gathering directly from daily communications, turning each email into a valuable data collection opportunity.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. So how should a CX practitioner go about bridging that gap in communication? Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. Tip #2: Tell Stories.

ROI 370

ROI Metrics Presentation Webinar 370

Totango

JUNE 30, 2020

Communication during a crisis is about protecting your core asset, your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retaining those customers will require efficient, high-value communication between you and your customers. Retune Internal Communication.

Communication 127

Communication Webinar Metrics Customer Retention 127

InMoment XI

NOVEMBER 26, 2024

This often stems from poor internal communication, outdated technology, or inefficient processes. The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 26, 2022

When you break down those silos and create channels of communication across departments, your business will see more success in the areas that matter most! By having engaged, customer-centric employees, you will see an increase in the frontline metrics that matter to your organization.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Experience Investigators by 360Connext

JUNE 17, 2015

” Listening to 10 calls allowed me to see a pattern otherwise not recognized by metrics. Turn the weekly metrics report into definable action steps. I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. Take notes! Join me for free !

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

InMoment XI

OCTOBER 10, 2024

It includes activities that build and maintain your brand reputation such as creating posts, responding to users who engage with your content, and creating a social media strategy that will influence your business’s main metrics. However, industries such as communications and media allocated 23.9%

Social Media 195

Social Media Management 2024 Multi-Channel 195

Totango

JULY 22, 2022

By utilizing this module, as well as our Engage Key Stakeholders SuccessBLOC , you will have the tools you need to effectively communicate with your customers, delivering the right messages at the right time. Now more than ever, you need to make the necessary changes to keep up with delivery and communication of value to your customers.

Communication 107

Communication NPS Metrics Engagement 107

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Feedback NPS Loyalty 117

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. Dashboards include the metrics gathered along with graphs, charts or other tools to tell the story over time.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journey Net Promoter Score NPS 105

CSM Magazine

JANUARY 28, 2025

Whether delivered through an online knowledge base , interactive webinars, or in-platform tutorials, customer education ensures your users not only understand your offering but also develop a deeper connection to your brand. How Does Customer Education Work? How Can Customer Education Benefit Your Business?

Loyalty 52

Loyalty Apparel Webinar Workshop 52

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Webinar 98

Webinar Touchpoint NPS Definition 98

CSM Magazine

DECEMBER 9, 2024

These pressing industry challenges and more – lie at the heart of an upcoming webinar being hosted by our team at Sabio Group, supported by our partner Avaya , on Thursday, December 12th. Our upcoming webinar is about helping businesses navigate between these two extremes and find a path that actually delivers results.

Webinar 52

Webinar Average Handle Time Customer Satisfaction Roadmap 52

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. Metrics that Matter: Tracking Contact Center Performance Key Performance Indicators (KPIs) In the vast ocean of data, KPIs emerge as the lighthouse, guiding businesses safely towards their desired destinations.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Experience Investigators by 360Connext

MAY 12, 2020

The Communication Trifecta: Logic, Emotion, and Symbolism. We communicate most effectively when we present logic, emotion, and symbolism. The Reality: We Have Metrics Available, We Just Need to Use Them. There are widely-used, well-regarded metrics available to help organizations quantify their customer experience success.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

Alida

SEPTEMBER 20, 2018

In a recent webinar , Annette shared a step-by-step process to creating a CX strategy that’s rooted in customer understanding. We received many questions from the webinar—some of which we didn’t get to. I mentioned in the webinar that the customer feedback and data, as well as the customer personas , feed into the journey maps.

Insights 200

Insights Customer Journey Mapping Webinar Customer Journey 200

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. In one case, the CX team surfaced a communications issue about changes in account ownership. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here. Get the Guide.

ROI 150

ROI Webinar Sales Loyalty 150

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. It’s up to customer-centric leaders to engage the right ways to measure, communicate and take action on it. This works best when you have planned that way, but sometimes it takes consistently watching what metrics are related to others.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS teams communicate using a different language than finance. To that end, here are the metrics you can use to get started.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

ChurnZero

MARCH 7, 2025

Related: How to encourage your CS team to contribute to your community. 2: Align community metrics with organizational goals. Aligning community metrics with organizational goals is crucial for long-term executive buy-in and consistent community success. Got a customer community that’s gathering dust?

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

Totango

SEPTEMBER 15, 2020

Your communication with your customer is the force multiplier that can unlock the full potential of your product. Use Data-Driven Communication. The more meaningful communication you have with your customers, the better your relationship will be. Use Data-Driven Communication. Define and Standardize Engagement Plans.

Communication 72

Communication Engagement Net Promoter Score Competitive Advantage 72

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

Metrics 62

Metrics Management ROI Effort Score 62

InMoment XI

OCTOBER 8, 2024

You can improve customer experience by tailoring communications and offerings based on individual customer behaviors. Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. This should align closely with your brand’s values and overall business strategy.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

Beyond Philosophy

AUGUST 23, 2017

However, these metrics don’t work for measuring CX growth, at least not directly. To avoid this common metric pitfall, you should choose one that is not only accurate and linked to CX improvement efforts but also on that is actionable and defines the day-to-day work in no uncertain terms. Invest in real-time feedback on your results.

Measurement 132

Measurement Loyalty Metrics Consulting 132

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. Full disclosure: I now work for a UCaaS company. Three of my favorite benefits?

Customer Experience 208

Customer Experience Social Media Customer Journey Mapping Customers 208

customer sure

JANUARY 20, 2025

Personalised communications dont solve the problem completely, but they can play a part in demonstrating authenticity and increasing trust. Discover how to measure the ROI of CX in our webinars and guides. They require good communication, and should anything go wrong, they want it to be easy and fast to raise and resolve issues.

2025 62

2025 Net Promoter Score ROI Customer Centricity 62

Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. But they can still create a journey atlas, map key customer journeys, and examine key business metrics in the context of those journeys.

Webinar 83

Webinar Management Touchpoint Telecommunications 83

Totango

FEBRUARY 11, 2020

Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. That said, there is no one formula for measuring adoption, and different teams should track different metrics. Beware of vanity metrics like login rates, which don’t give insight into adoption.

Customer Success 122

Customer Success Metrics Customer Journey Customers 122

CX Accelerator

OCTOBER 21, 2019

A Unified Communication/Video Tool. Having the ability to meet, communicate, screen share, and host training sessions with the click of a button is a game-changer. And having a log of all our communications in one spot helps us stay organized. Full disclosure: I now work for a UCaaS company. Three of my favorite benefits?

Customer Experience 182

Customer Experience Social Media Customer Journey Mapping Customers 182

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

Talkdesk

FEBRUARY 16, 2021

Metrigy, an innovative research firm focusing on CX, contact centers and unified communications (UC), recently published survey data collected from 700 companies between August to October 2020 to understand how these companies are thinking about operating their CX teams and systems in a post-COVID world. Graphs courtesy of Metrigy.

Contact Center 139

Contact Center Customer Experience Competitive Advantage Call Recording 139

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . If a customer has low usage numbers, automated communication can reach out to them to offer educational opportunities (e.g.

Customer Success 112

Customer Success Customers Measurement Communication 112

ChurnZero

FEBRUARY 25, 2022

During the webinar, we covered: What Customer Success at a startup looks like and the common mistakes to avoid. If you missed the webinar, you can watch it on-demand. At the start of the webinar, we polled our audience to find out what the top Customer Success challenges are working in a startup environment. Q&A recap.

Customer Success 96

Customer Success Document Metrics Webinar 96

Totango

FEBRUARY 28, 2020

Analyzing customer success metrics. Analyzing Customer Success Metrics. Closely following your customer’s day-to-day growth with your product yields a range of metrics you can use to guide customer engagements. These actions are the way we personalize our service to meet the demands of our customers. Anticipating customer need

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

Experience Investigators by 360Connext

MARCH 31, 2020

Updating CX metrics IS important right now, as long as the leaders in your organization are using that data to act. Then ask your teams to communicate what’s working and what’s not. Communication, but within limits. Overscheduling communication can lead to extra stress and a lack of time to decompress.

Customer Experience 162

Customer Experience Definition Communication Customers 162