ChurnZero

JANUARY 9, 2025

Companies that do not map customer journeys lose 15-20% of potential revenue growth as they fail to identify and act on conversion and upselling opportunities. As a proud sponsor of Zero IN 2024 , Growth Molecules embraced the opportunity to showcase our customer success training and advisory services in a packed workshop.

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Marketing Competitive Advantage 52

Retently

MAY 2, 2023

The key to success for SaaS companies lies in prioritizing the positive experience of their clients through a customer-centric approach. While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. What is NPS, CSAT, and CES?

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

Experience Investigators by 360Connext

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot.

Roadmap 200

Roadmap Culture Leadership Books 200

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

A Customer Experience Mission Statement , customer-focused and separate from your Corporate Mission Statement. The Ideal Customer Journey. Do employees understand their role in delivering this, even if they don’t consider themselves as “customer-facing?” ” Your Known Customer.

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

InMoment XI

SEPTEMBER 3, 2024

With conversational analytics, organizations can improve customer experiences by seamlessly combining contact center conversations, emails, chats, and calls, with other customer feedback channels like surveys, reviews, and social media, thereby gaining a holistic view of the customer journey.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

JANUARY 29, 2019

Rather than starting from scratch, GetFeedback provides pre-built templates for every stage of the customer journey so you can successfully create surveys with ease. Success : periodically send surveys throughout the customer lifecycle to improve onboarding and customer health.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

ChurnZero

MARCH 7, 2025

Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. What’s the impact of a digital customer community? How to build and grow a digital customer community.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

These select leaders, often heads of customer-facing teams, become the source of CX insight for other leaders within the organization. To move forward, it is important to build a cross-functional CX coalition and encourage other leaders to take steps to improve the overall customer journey. Stories can.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Bliss

AUGUST 15, 2017

Annette is responsible for Thomas Cook’s overall customer experience strategy and road map with a clear focus on the cultural transformation as well as designing the end-to-end customer journey. “Customer Weeks” One week a year in every market/office, the entire focus is on customer experience and customer journey.

Travel 204

Travel Hotels 2010 Customer Journey 204

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

2016 267

2016 Innovation Marketing Insights 267

Thematic

MARCH 30, 2025

In short, when you close the loop, you reinforce the entire user feedback loop —showing customers they’re not just heard; they’re valued. The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Customer Bliss

MAY 5, 2016

Silos band together to work on the problem, but often without starting with customers’ lives. And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. You need a CCO doing the duct tape work and keeping everyone focused on the customer.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. This isn’t just foresight; it’s the power to shape the future.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

OCTOBER 9, 2024

From onboarding the customer to converting them into a loyal brand advocate, each step of the customer journey is an opportunity to learn how your customer views your business. Knowing how to collect customer feedback is crucial to delivering consistent value as a business and staying ahead of your competition.

Feedback 195

Feedback Social Media B2C 2024 195

Retently

MARCH 17, 2025

A good CX report pulls data from multiple sources to give a full 360 view of your customer interactions. Different aspects of the customer journey require different tools, from helpdesk performance to returns, subscription management, and post-purchase experience. Where Does the Data Come From? Hint: More Than Just Tickets!)

Insights 90

Insights NPS Metrics Customer Satisfaction 90

ClearAction

AUGUST 6, 2019

Customer Journey Insights Increase Marketing Impact Lynn Hunsaker. Customer journey insights are vastly under-utilized. Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Customer-Focused Mindset.

Customer Journey 48

Customer Journey Insights Customer Journey Mapping Marketing 48

BirdEye

NOVEMBER 27, 2023

Birdeye Reports tackles these hurdles head-on by offering granular insights into customer experience and online reputation management (ORM). As a business, you can easily make informed decisions by consolidating data from digital touchpoints throughout the customer journey and across locations.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

Retently

SEPTEMBER 3, 2024

Helpdesk CSAT surveys provide insights into support performance and allow us to make adjustments that enhance customer satisfaction after every interaction. PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features.

B2B 152

B2B NPS Demo Feedback 152

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping.

Customer Journey Mapping 40

Customer Journey Mapping Government Customer Journey CEM 40

InMoment XI

OCTOBER 3, 2024

When presenting plans or strategies, be sure to ask for their feedback and consider it when finalizing your proposed plans. By taking the time to understand them in the purchasing process, as well as conducting regular needs assessments, you can stay aligned with their goals and present offerings that add value.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Thematic

MARCH 30, 2025

Optimizing Customer Journeys with Behavioral Analytics Every customer follows a journey—from first interaction to long-term loyalty. Instead of acting on gut feel, they now act on clear, quantifiable insights—leading to faster iteration, better alignment, and features customers actually want.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Totango

AUGUST 29, 2019

When you share customer data across teams, you ensure that customers don’t have to repeat their stories to multiple representatives. . The Best Customer Retention Optimization Strategies . To retain customers and reduce churn, you need to provide value throughout the entire customer journey. Be Proactive.

Customer Retention 88

Customer Retention Customer Journey Customer Centricity Customers 88

ChurnZero

MARCH 22, 2023

Customer segmentation The first foundation of an efficient program is segmentation. Breaking your customer base into segments does two things: It aligns your customer journey with the needs of each customer group, and it keeps your CS costs aligned with the revenue that each group generates.

Customer Success 97

Customer Success Touchpoint Financial Customer Journey 97

ProProfs Chat

JANUARY 17, 2020

But you know what, even if customers can’t describe their problems , they can express that something is not right and needs immediate attention. And that’s where your brand needs to be present. . You need to present content that helps your customers get answers to their questions. Customer Purchase.

Customers 107

Customers Customer Journey Presentation Brands 107

Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success.

Customer Journey 41

Customer Journey Metrics Measurement Events 41

Pointillist

JULY 25, 2018

By Swati Sahai Companies are increasingly benefiting from customer journey analytics across marketing and customer experience, as the results are real, immediate and have a lasting effect. Learning how to choose the best customer journey analytics platform is just the start. If so, you are not alone.

Customer Journey 43

Customer Journey Events Metrics Government 43

Totango

APRIL 12, 2022

At Totango’s 2022 Global Executive Forum , customer success leaders from around the world came together to connect with their peers, share ideas and learn about new products and opportunities. Top 10 Insights from Customer Success Executives. The Customer Comes Before the Product. Manage the Customer Journey as a Product.

2022 88

2022 Customer Success Insights Customer Journey 88

Retently

OCTOBER 23, 2024

To truly grasp their audience’s needs and preferences at each stage of the journey, brands often rely on surveys as their go-to tool. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. It’s a great incentive and reduces hesitation during checkout.

Retail 109

Retail NPS Touchpoint Feedback 109

Thematic

MAY 22, 2019

Sure they don’t use beakers and test tubes… But customer behavior is at the heart of how we evaluate new initiatives. And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. A clear case for customer experience ROI!

2019 97

2019 ROI Metrics Hospitality 97

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. This statistic alone shows a significant shift in potential customer journeys.

Customer Experience 88

Customer Experience Social Media 2020 Customers 88

Totango

JANUARY 26, 2021

You could then review your onboarding process to identify places where improvements might help customers onboard more quickly. A thorough customer churn analysis should consider possible factors promoting churn at each stage of the customer journey, from onboarding through renewal.

Customer Retention 94

Customer Retention E-support Customers Customer Expectations 94

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. Tracking Data Throughout the Customer Journey. Utilizing customer success analytics intelligently begins with identifying what to track and how to track it.

Customer Success 83

Customer Success Customer Journey Roadmap Presentation 83

Pointillist

SEPTEMBER 26, 2018

To take your customer experience measurement program to a level where it starts producing actionable results, you need to measure the right things within the context of the customer journey, and make use of those customer experience metrics in the best way possible so your company can benefit from the insights.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Chattermill

JUNE 3, 2019

The results can be averaged out to give a Composite Customer Satisfaction Score, although CSAT scores are more usually expressed as a percentage scale: 100% being total customer satisfaction, 0% total customer dissatisfaction. Customer Effort Score (CES). Imagine if you had insight into the mind of the customer?

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Totango

NOVEMBER 27, 2023

With acquisition costs proving too high in today’s constrained environment, many businesses are finally putting greater focus on nurturing existing customer relationships to ensure retention and expansion. Predicting customer churn or potential customer issues to inform corrective steps to optimize the customer journey.

Customer Success 98

Customer Success 2023 B2B Customer Relationship Management 98

Totango

DECEMBER 3, 2020

Account Health (Cited by 47% of Respondents): Customer health scores illustrate whether a client is ready for an upsell, at-risk of churning, or anywhere in between. Good CS teams capitalize on the opportunities made by healthy accounts, while addressing the issues present in struggling ones. Scale Customer Engagement .

2020 65

2020 Customer Success Net Promoter Score Document 65