Customer Bliss

JANUARY 29, 2015

You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. You have committed to assign new cross-company metrics to the delivery of those experiences. You have created a roadmap that is being actively communicated as you progress.

Customer Experience 180

Customer Experience Roadmap Metrics Customers 180

eglobalis

SEPTEMBER 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 299

Customer Experience Leadership Innovation Workshop 299

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Customer Bliss

MAY 5, 2015

Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points. Engage leaders to connect with customers by personally calling them. Inhibitor 4: Attaching Metrics to Outcome Metrics rather than Operational Metrics People Can Impact.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 516

Feedback ROI Innovation B2B 516

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. Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual?

Insights 90

Insights NPS Metrics Customer Satisfaction 90

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. What Metrics Should Marketers Track to Evaluate Success? These metrics should align with business goals and customer behavior patterns. Revenue Metrics: Repeat purchase rate, average order value, and lifetime value.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Establish baseline metrics for defining performance. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Metrics measurement improvement. Understand often competing agendas and metrics. Communication. Leadership engagement.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Kustomer

AUGUST 12, 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. Problem Solving Through Connection. The first step to 90 day success is to build a connection through asking questions.

Roadmap 98

Roadmap Definition Travel Consulting 98

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey. Big Picture Analysis.

Customer Experience 243

Customer Experience Management Touchpoint Net Promoter Score 243

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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. The correlation between NPS scores and operational metrics, demonstrates how improvements in customer satisfaction directly contributes to sales performance.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

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? How about consistent metrics everyone agrees to? We have metrics galore in our companies and of course the ‘customer’ is now on our scorecards. I didn’t think so. They want them to happen. They’ve always wanted them.

Chief Customer Officer 183

Chief Customer Officer Metrics Roadmap Connections 183

ChurnZero

MARCH 7, 2025

A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

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. Listen and subscribe to our podcast: Problem Solving Through Connection. Testing Promising Opportunities.

Roadmap 78

Roadmap Definition Travel Consulting 78

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.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

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. 76% of companies indicated customer retention as another primary revenue metric utilized. AI and automation are key enablers of this unified approach.

2025 52

2025 B2B 2024 Chief Customer Officer 52

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. The annual batch and blast approach makes it too difficult to connect with relevant customers. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy. Pillar 2: Distribution.

NPS 210

NPS Net Promoter Score Measurement Metrics 210

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

Feedback 221

Feedback Metrics Customer Journey Mapping ROI 221

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

Thematic

APRIL 1, 2025

If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). The lesson here?

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

BirdEye

DECEMBER 28, 2024

This approach enhances SEO for the restaurant website through rich, relevant content and helps build an emotional connection with potential customers before they visit your restaurant. For multi-location restaurants, striking a balance between a global presence and local connection is crucial.

Social Media 97

Social Media Books Demo Events 97

Experience Investigators by 360Connext

JANUARY 10, 2023

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. You helped other leaders communicate how their team goals were connected to CX success.

2023 143

2023 Customer Journey Mapping Customer Experience Customer Journey 143

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. What Are Predictive Analytics? The future, they say, is a mystery.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

Thematic

MARCH 30, 2025

Instead, you need unified data analytics to connect every touchpoint and every voice. Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. 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. How Is Customer Retention Measured?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 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. Problem Solving Through Connection. The first step to 90 day success is to build a connection through asking questions.

Roadmap 64

Roadmap Definition Travel Consulting 64

InMoment XI

FEBRUARY 1, 2024

This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences. Its strength lies in its straightforward aggregation and manipulation, allowing businesses to accurately quantify and measure trends, performance metrics, and other key indicators.

Social Media 195

Social Media Metrics Telecommunications Insights 195

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics.

Metrics 86

Metrics Sales ROI Financial 86

Innovative CX

AUGUST 10, 2021

This article focuses on how we bring together all the various metrics within an organization to paint a picture of its performance at delivering better experiences. First let’s distinguish between metrics and measurements. A Metric is a measurement of the degree that any attribute belongs to a system, product, or process.

Connections 59

Connections Average Handle Time Customer Experience Contact Center 59

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. Engagement means following up on each response to show your appreciation for the feedback, uncover more information, and reveal opportunities to connect. In fact, your NPS score is just the beginning.

NPS 199

NPS Net Promoter Score Reference Feedback 199

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.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

BirdEye

NOVEMBER 18, 2024

ROI measurement: Translate social engagement into concrete business metrics. Birdeye Social AI allows us to post across locations while connecting with our communities. Here’s your roadmap to successfully implementing AI in your social media strategy: 1.

Social Media 52

Social Media ROI Metrics Engagement 52

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. And they become “Net promoters” of your organization—a key metric correlated with sustained, profitable growth. Executing On A Value Based Selling Process.

Roadmap 70

Roadmap Sales Leadership Insights 70