Customer Bliss

SEPTEMBER 19, 2017

Year 1: Internally, all departments had to understand what CX meant and how it connected to their work. There will probably be a lot of measurement this fall to set up the 2018 plan. What did she try to do each year? Externally, they needed to learn from their customers on what was important.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

CSM Magazine

JANUARY 20, 2025

Secure Connections (HTTPS) : A secure connection builds trust. When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements. If your site isn’t optimized for smaller screens, users will struggle to navigate it.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

InMoment XI

MAY 3, 2024

Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments. Measuring ROI At the heart of Footlocker’s CX programme lies a focus on measuring return on investment (ROI), which includes various analysis of performance and impact.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. This is why we have to continually connect to the business why. Determine what a specific measurable outcome would look like.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. Personalization fosters stronger connections with customers and increases their likelihood of returning.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap NPS Loyalty 62

InMoment XI

APRIL 9, 2025

Comprehensive Data Analysis Across Channels CI collects and connects customer experience data from every relevant source to build a comprehensive dataset for analysis. However, connecting the review to the same users call transcript and survey responses uncovers a clearer picture of their unique experience. Train Your Sales Team 4.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

Gainsight

MAY 14, 2019

A product roadmap is a high-level, visual representation of the direction your product offering will take over time. A good product roadmap will provide your colleagues and stakeholders with the “why” behind your product and should serve the following purposes: Lay out the overarching strategy. Executive-level product roadmaps.

Roadmap 81

Roadmap Presentation Sales Return on Investment 81

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. why should you care about measuring it? Measuring NPS allows you to identify your detractors. The annual batch and blast approach makes it too difficult to connect with relevant customers. NPS calculation.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. The best reports dont just show data they help teams connect the dots between whats happening and why. But, heres the challenge – not all CX reports are useful. Lets break it down.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Experience Investigators by 360Connext

JANUARY 10, 2023

You had clear goals and knew how to measure them. Measurable. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only know what’s most important for the year, but also how to communicate and measure that success. Contextual.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Metrics measurement improvement. Know your numbers – connect the work to growth. Here take care to know the undercurrents that exist culturally and understand any agendas or priorities. Assess the capabilities within the organization to determine the scale of the work ahead.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

GetFeedback

JANUARY 27, 2020

Next, decide on the KPIs—or key performance indicators—that you want to measure. That means it’s critical that you use quantifiable measurements, such as NPS, CSAT, and CES to provide hard metrics. . After all, collecting feedback and measuring KPIs is meaningless if it doesn’t lead to action. First things first, though.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

Customer Bliss

MARCH 26, 2015

Do you have a central roadmap that everyone follows on how you’ll drive the customer work and measure progress? But these are typically neither clear nor connected down to the operational level. ? But these are typically neither clear nor connected down to the operational level. ? I didn’t think so.

Chief Customer Officer 183

Chief Customer Officer Metrics Roadmap Connections 183

SurveySensum

OCTOBER 28, 2024

So, how do you measure the impact of NPS KPIs on your business, and, more importantly, what KPIs should you be keeping a close eye on to boost it? Here are the top NPS KPIs you need to be measuring: 1. Measuring CLV alongside your NPS will reveal whether your promoters are also your most valuable customers. Let’s find out!

NPS 52

NPS Loyalty Demo Customer Satisfaction 52

Gainsight

JANUARY 10, 2025

Findings show that organizations increasingly prioritize Gross Revenue Retention (GRR) as a key performance metric, with 55% of companies using GRR as a top measurement. Tools like Gainsights Staircase AI help organizations connect the dots across every customer interaction, ensuring no opportunity is missed, and every customer feels valued.

2025 52

2025 B2B 2024 Chief Customer Officer 52

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. The real challenge is integrating it.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Retently

SEPTEMBER 3, 2024

In this article, we’re pulling back the curtain to show you how we leverage our own product to improve and stay connected with our clients. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. to measure overall loyalty.

B2B 152

B2B NPS Demo Feedback 152

Calabrio

MARCH 22, 2025

Strategic Planning, Measurement, and Optimization: None of these call center management activities happen in a vacuumor at least they shouldnt. Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action.

Contact Center 52

Contact Center Management Call Center Measurement 52

Innovative CX

AUGUST 10, 2021

As Peter Drucker said, “If you can’t measure it, you can’t improve it”. Peter Drucker didn’t say – what gets measured gets managed, contrary to popular lore). So perhaps measuring performance is a good place to start allowing us to focus on better customer and employee experiences?

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

Thematic

MARCH 30, 2025

For instance, connect your helpdesk and survey software, so all teams see the full history of customer feedback. Communicating back to customers also has a measurable business impact. Monitor and Measure the Outcomes While the term “closed loop” may sound like it’s the end, it’s actually not.

Feedback 62

Feedback Customer Centricity Culture Customers 62

Integrity Solutions

SEPTEMBER 23, 2021

Value Based Selling Connects With Customers’ Needs. A value based selling process is the foundation for aligning the way salespeople connect with the way customers buy. The post A Roadmap For Value Based Selling appeared first on Integrity Solutions. Executing On A Value Based Selling Process.

Roadmap 70

Roadmap Sales Leadership Insights 70

InMoment XI

JANUARY 10, 2023

You’ve got four different departments using different technology to record different metrics and measure their own aspect of the customer journey. Create a roadmap : Allow qualitative feedback to drive your plan for CX improvement. It’s like the old story about the blind men who discover an elephant in the forest. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Thematic

APRIL 1, 2025

” Clear objectives will guide your team and help you measure progress. If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” A strong customer insights strategy clearly turns feedback into actions on your product roadmap.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Feedbackly

SEPTEMBER 26, 2023

Consider it a winning roadmap to stay ahead of the curve! This is because the measure of emotions has the capability to capture the bigger picture and help businesses understand customer sentiments and motivations more accurately. Data-Driven Emotional Understanding Customer emotions could seem difficult to measure.

Management 98

Management ROI Touchpoint Roadmap 98

Maru Group

APRIL 17, 2023

By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 Do you know how your consumers emotionally connect to your brand? How do consumers emotionally connect and feel about the brand (Emotional equity). Emotional equity is not only how close a consumer feels to a brand or how intensely they feel but why and how they connect.

Measurement 74

Measurement 2023 Roadmap Consumers 74

Gainsight

APRIL 11, 2025

The best thing is that these conversations operate both ways, providing opportunities for companies to connect with their customers. Measure and Optimize Your Efforts Congratulations! But how do you connect the dots from community engagement and activity to real business impact? Personal brand-building opportunities.

Events 52

Events Customers Roadmap Article 52

InMoment XI

APRIL 3, 2024

Interactive features, personalized content, and social media integration can foster meaningful connections and encourage customers to actively participate and share their experiences with others. Digital interactions are more than just another way to connect with a business — they’re the most popular way. References Fullstory.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Connect with your customers via an online community. Measure your CX performance. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback Social Media B2C 2024 195

InMoment XI

FEBRUARY 1, 2024

Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Social Media 195

Social Media Metrics Telecommunications Insights 195

BirdEye

DECEMBER 19, 2024

Artificial intelligence (AI) is a business multiplier, enabling companies to process millions of data points instantly and make real-time decisions that drive measurable growth. The following eight steps provide a proven framework for building and implementing an AI marketing strategy that delivers measurable results.

Marketing 52

Marketing Social Media Hospitality ROI 52

Gainsight

OCTOBER 18, 2022

Product roadmaps overflow with suggestions, making future planning increasingly difficult. It also leads to higher customer lifetime value, a measure of profitability over the period of a customer relationship. . The post The connection between product experience and Net Revenue Retention appeared first on Gainsight Software.

Connections 52

Connections Roadmap Download User Experience 52

Help Scout

APRIL 27, 2021

Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so. If there’s no way to precisely measure customer happiness, how are companies supposed to know they are improving?

Net Promoter Score 135

Net Promoter Score Customer Satisfaction Social Media Measurement 135

Interactions

OCTOBER 29, 2024

Integration extends the value of your use cases, such as by connecting Gen AI capabilities with your contact center platform, CRM, or analytics/BI tools. How do your current offerings reflect past roadmaps (i.e., How do you guarantee that a response will be what I expect? How can I review responses as we’re building the system?

Contact Center 62

Contact Center 2025 Social Media 2023 62

InMoment XI

OCTOBER 3, 2024

How Is Customer Retention Measured? Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization. This sense of belonging encourages guests to stay connected with your brand.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195