Experience Investigators by 360Connext

MARCH 18, 2025

In this insightful episode addressing a listener’s question about reporting as a new support leader, Jeannie dives into how to transform your customer support metrics into meaningful business impact stories. Ready to stop being a number narrator and start showing real business impact? This episode will show you how.

Webinar 143

Webinar Metrics Leadership Customer Satisfaction 143

Experience Investigators by 360Connext

JUNE 4, 2015

I hosted a webinar last week about digital experience. This is the next step after customer journey maps in some cases, the first case in others. In the webinar, we covered some of the typical issues we uncover during these micromapping exercises and we shared how to approach micromapping. Sign up for the free webinar here!

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

GetFeedback

JULY 19, 2019

A customer journey is the path a customer has to take to complete a task, not the series of steps involved in completing the task (those are the touchpoints). We focus on customer journeys because they are more strongly correlated with business outcomes than touchpoints. Check out the full webinar recording here.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

InMoment XI

JANUARY 27, 2025

Metrics like conversion rates, revenue per call, and customer satisfaction scores (CSAT) provide a holistic view of how well your contact center solution performs as both a support function and a revenue driver. Its not enough to simply count the number of calls resolvedsuccess needs to be measured by the impact of those interactions.

Call Center 195

Call Center Contact Center Social Media Apparel 195

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. Your brain won’t allow you to see it or truly FEEL it as your customers do. Training, online events and webinars. They will seek out your competitors just to spite you.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

SurveySensum

AUGUST 18, 2020

Customer Satisfaction Score, commonly known as CSAT Score , is a business metric used by companies to gauge customer satisfaction after a certain interaction or on the overall experience of the customer. . It is a strong indicator of customer retention and product repurchase. So, stick to them. .

Customer Satisfaction 69

Customer Satisfaction Webinar Touchpoint Customers 69

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

MARCH 18, 2024

Integrated customer experience ensures understanding, prioritising, and taking action for amplified customer satisfaction and business growth. How InMoment Can Help Don’t settle for fragmented CX tactics, embark on a transformative journey toward unparalleled customer satisfaction and business success!

Insights 195

Insights Multi-Channel Webinar Social Media 195

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Why Customer Journey Mapping is Important Creating a customer journey map is important because it helps visualize the customer journey.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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. We tried sending out a Customer Satisfaction Survey to our clients and would like to know some strategies to get higher number of responses.

Webinar 98

Webinar Touchpoint NPS Definition 98

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. Your VoC data is most effective when it includes all customer sentiments, including overt responses, and non-overt mentions.

Social Media 262

Social Media Webinar Feedback Books 262

InMoment XI

APRIL 23, 2024

By integrating AI seamlessly into the customer journey, businesses can drive measurable improvements in key CX metrics such as customer satisfaction, loyalty, and retention. Take the first step towards CX excellence and unlock the full potential of your customer experience strategy with InMoment.

Social Media 195

Social Media Feedback Insights Loyalty 195

GetFeedback

JULY 19, 2019

Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers. Combined viewpoints: Customers are complex and nuanced, just like each of us is.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CSM Magazine

JANUARY 9, 2025

The results speak for themselves: One contact centre reported that agent productivity increased by up to 300% after deploying Sycurio, improving transaction success rates, and enhancing customer satisfaction across all digital channels. All while maintaining the robust security that builds and maintains customer trust.

Customer Experience 52

Customer Experience 2025 Competitive Advantage Webinar 52

GetFeedback

SEPTEMBER 30, 2019

Watch this 30 minute webinar as we discuss how to measure your customer satisfaction (CSAT) score and use it to improve your customer's experience.

Customer Experience 150

Customer Experience Webinar Customer Satisfaction Measurement 150

InMoment XI

OCTOBER 10, 2023

The Importance of Measuring Customer Service Metrics Customer service metrics are the backbone of any successful customer-centric strategy. They provide invaluable insights into customer satisfaction, customer loyalty , and overall experience. Furthermore, these metrics act as a compass.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

Beyond Philosophy

OCTOBER 9, 2017

It can result in “claimed behavior,” e.g., commitment, recommend the organization to a friend or colleague, improved statement of customer satisfaction, etc. It can inspire actual behavior, e.g. getting a new sale or gaining a new customer, keeping an existing customer or losing a customer, etc.

Webinar 145

Webinar Books Consulting Interaction 145

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. Make Sure Your Customer Experience is “On Trend”.

Net Promoter Score 137

Net Promoter Score Customer Experience 2015 2013 137

Feedbackly

JUNE 25, 2024

The webinar replay is now available! Learn how measuring NPS alongside customer emotion data can elevate your CX insights to the next level. The latest Future CX Outlook research shows that the Net Promoter Score (NPS) remains the most used Customer Experience KPI.

Webinar 52

Webinar NPS Net Promoter Score Insights 52

ChurnZero

MARCH 31, 2020

7 Key Takeaways from ‘Fortifying Customer Relationships During COVID-19’ Webinar. During this time of economic instability, it’s critical that Customer Success teams protect and provide business continuity to their customers. No worries, if you missed the webinar, you can view it on-demand here. .

Webinar 72

Webinar Customer Relationships Leadership Customer Success 72

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. His specialty is exploring the connection between customer service and technology.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

SEPTEMBER 24, 2019

Prove the ROI of customer satisfaction today with our free interactive calculator. . For growth-oriented firms, a CX case that builds on increasing average order size or revenue per customer would be compelling to executives. The webinar covered: Why VoC is a critical pillar in a strong CX strategy.

ROI 150

ROI Webinar Sales Loyalty 150

CSM Magazine

JUNE 29, 2022

Through our partnership with Reuters Events, we are excited to bring you an exclusive invitation to join the next webinar in their CX & Marketing Leadership series on July 13 th ! In the digital age of convenience, frustration is often compounded at this critical point in the customer journey.

Webinar 52

Webinar Hotels Rewards Programs Banking 52

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. This is where CSAT surveys come into use.

Customer Satisfaction 52

Customer Satisfaction Touchpoint Metrics NPS 52

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. A vendor that complements your strategic objectives can bring fresh insights and innovation, enhancing your CX program’s impact on customer satisfaction and customer loyalty.

ROI 195

ROI Net Promoter Score Webinar Financial 195

ShepHyken

NOVEMBER 3, 2020

NPS and CSAT scores are not enough to get the big picture of your customer base. Not enough customers fill out surveys (even one-question surveys) or provide enough details to allow for global projections of customer satisfaction. You can offer your customers alternatives, but always give them the option to come back.

Customer Expectations 140

Customer Expectations Webinar Customer Centricity 2020 140

InMoment XI

SEPTEMBER 14, 2023

Use analytics tools to track key performance indicators like customer satisfaction scores, online review ratings, and social media engagement levels. Watch our webinar to learn practical tips that can make a real difference. This data can help you fine-tune your approach and identify areas for improvement.

Brands 195

Brands Management Social Media Feedback 195

Beyond Philosophy

AUGUST 4, 2015

One of the many things they employed over the years to do this was to show how everyone at the company was part of the Customer relationship through their My Customer program and Customer Experience training. Ricoh Canada also added compensation to their Customer Experience goals. And it’s working.

Culture 159

Culture Sales Net Promoter Score Customer Centricity 159

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. It seems like the internet is full of ChatGPT “hacks” these days.

Customer Experience 284

Customer Experience Customers Webinar Brands 284

InMoment XI

OCTOBER 8, 2024

By improving customer experience, you increase the customer lifetime value by encouraging repeat purchases, cross-selling, and upselling opportunities. Improved Customer Satisfaction You will increase customer satisfaction by improving customer experience and reducing the pain points in the customer journey.

Customer Experience 195

Customer Experience 2024 Net Promoter Score Financial 195

CSM Magazine

MARCH 5, 2025

Webinars and live Q&A sessions together with online financial workshops supply advanced benefits and permit clients to join remotely from their chosen locations. Customer satisfaction grows when clients believe their perspective has weight because they will stay connected to their advisor.

Financial 52

Financial Seminar Events Presentation 52

Beyond Philosophy

JULY 14, 2015

I would love to hear what you think some other signs show an organization is only thinking of themselves and not the Customer. Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market.

Customer Relationships 146

Customer Relationships Net Promoter Score Customer Centricity Webinar 146

Beyond Philosophy

SEPTEMBER 15, 2015

Rocks and I will be presenting more information from Satmetrix’s 15th Annual Net Promoter Study in the upcoming webinar: “ 15 Years of Tracking Net Promoter: What Have We Learned? ” Please CLICK HERE to join us for the Webinar. on September 24th at 12 p.m.

Net Promoter Score 153

Net Promoter Score NPS Banking 2003 153

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. Customer loyalty is about the emotional relationship a customer has with a brand.

Loyalty 98

Loyalty Net Promoter Score Airlines Hotels 98