InMoment XI

JUNE 14, 2022

Customer experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable.

Metrics 195

Metrics Net Promoter Score NPS Effort Score 195

GetFeedback

JANUARY 19, 2020

As my trip progressed, I got email requests for feedback at each step. If I just wanted to give feedback to Expedia or the hotel, I’d probably drop out at this point. . Key point : Feedback surveys have to be thoughtfully designed into each touchpoint, in terms of the channel, timing, and survey questions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Thematic

MARCH 30, 2025

Customer expectations today are sky-high, and simply collecting feedback isn’t enough. Many companies pride themselves on building a customer feedback loop to find out customers’ pain points, but the real test is what happens next. If you want to know more about closing the customer feedback loop, then read on.

Feedback 62

Feedback Roadmap NPS Loyalty 62

Experience Investigators by 360Connext

AUGUST 17, 2021

Great CX meetings start with a solid foundation in the form of a CX Charter — a simple document that answers these six questions: What is Our CX Vision? Customer Feedback and Insights. What metric went up? What’s new: What is customer feedback telling us? So how do you run better CX meetings? Start with a story.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. The first step is to review your metrics and listen to customer feedback regularly.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

InMoment XI

MAY 31, 2022

In the post-acquisition phase, Customer Success and Support own certain customer touchpoints, and are likely already gathering feedback about them from customers. Get something documented and work to refine it over time. To get a pulse across your entire customer base, consider tracking core CX metrics. Gather Customer Data.

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

AUGUST 24, 2022

Given that most customer feedback is text-based (such as emails, social media posts, surveys, in-app feedback, SMS, live chat, etc.), To keep up with expectations and provide a positive customer experience, companies in all industries need a more accurate way to understand and categorize their customer feedback.

Definition 370

Definition Feedback Communication Social Media 370

SurveySensum

DECEMBER 2, 2024

You may find it difficult to customize the surveys or feedback tools how you want them. Text Analytics Falls Short: While the platform provides useful tools for processing open-ended feedback, its capabilities in advanced natural language processing and sentiment analysis fall short compared to top competitors.

Feedback 52

Feedback 2025 2024 Multi-Channel 52

Experience Investigators by 360Connext

APRIL 27, 2021

Establish the metrics and milestones you’ll track to know if those efforts were successful. That means leveraging journey mapping, customer feedback programs, and behavioral data to evaluate where the journey requires improvements. . Ask fellow leaders and leverage customer feedback. Understanding the customer is key.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

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. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Structured feedback.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. These benefits, when translated into financial metrics, help justify investments in these customer experience initiatives. It involves tracking several key metrics that reflect the effectiveness of your CX strategies.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

GetFeedback

JUNE 22, 2019

They are good for gathering real-time customer feedback and building customer relationships. Remember that your NPS survey represents a valuable customer loyalty metric. Now we’re going to tell you exactly how to write an NPS survey question to grab your customer’s attention and get the feedback you need. 6: keep it specific.

NPS 304

NPS Net Promoter Score Feedback Brands 304

Thematic

APRIL 1, 2025

In this guide, we'll break down how to build a winning strategy—from setting clear objectives to using analytics and AI, mapping journeys, and creating a continuous feedback loop. CRM and Sales Data: Purchase histories link customer value to feedback. Then, analyze customer feedback within each segment.

Customer Insights 62

Customer Insights Insights Social Media Customer Journey Mapping 62

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

Strategies like creating new implementation videos or FAQ documents to guide your customers can be the baby steps to get to the outcomes you want. CX leaders are often asked to “stay in their lane” and simply track customer feedback. Or we collect and report on customer feedback metrics, but don’t turn those metrics into insights.

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

Totango

NOVEMBER 21, 2019

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . Document how long onboarding takes.

Customer Satisfaction 93

Customer Satisfaction NPS Metrics Net Promoter Score 93

GetFeedback

AUGUST 29, 2018

While NPS is a valuable customer experience metric , it also opens you up to a lot of criticism from detractors, or customers who give you a score of 6 or below. It’s the feedback no one likes to get: this person would definitely not refer business to you. Step 1: Acknowledge their feedback. Ask clarifying questions.

Net Promoter Score 223

Net Promoter Score NPS Feedback Social Media 223

InMoment XI

JUNE 5, 2024

Document level text mining/NLP – Supporting all industry-standard NLP functions, including classification (via ml models, boolean queries, or against pre-trained taxonomy based on Wikipedia categories), NER, theme/concept extraction, sentiment measurement, summarization, intention, effort, and emotion measurement.

2024 195

2024 Social Media Innovation Document 195

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback E-support Metrics NPS 111

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals. Think of customer feedback as collaboration.

Customer Centricity 271

Customer Centricity Customer Journey Mapping Connections Feedback 271

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. What are the Benefits of Conversational Analytics?

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InMoment XI

JANUARY 10, 2024

These scorecards typically encompass a range of key employee and customer experience KPIs and metrics specific to the agent’s responsibilities. Metrics may include factors like average handling time, first contact resolution, customer satisfaction scores, and adherence to scripts or guidelines.

Contact Center 195

Contact Center Omnichannel Customer Satisfaction Retail 195

SurveySensum

NOVEMBER 7, 2024

The tool provides 360-degree feedback management by providing solutions to improve their customer experience, employee experience, and product experience – all in one platform. It enables companies to understand how users interact with their products by capturing user reactions, opinions, and feedback in real time.

Feedback 52

Feedback Multi-Channel Consulting NPS 52

InMoment XI

OCTOBER 19, 2023

As businesses strive to meet the diverse needs of their customers, a contact center serves as a single point of contact that can handle customer feedback from a variety of sources, and create an omnichannel customer experience. What is a Contact Center and How Does it Work? Additionally, consider solutions that offer scalability.

Contact Center 273

Contact Center Customer Service Omnichannel Social Media 273

CloudCherry

SEPTEMBER 26, 2018

A closed-loop customer experience management program involves five steps: * Measure – create and execute surveys to receive customer feedback. Respond – close the loop on customer feedback and improve customer experience. Align – deliver insights across the organization, democratizing the data. Why is this important?

Customer Experience 240

Customer Experience NPS Customer Journey Mapping Customer Experience Management 240

Thematic

MARCH 30, 2025

The wait time is among the important metrics in customer service. Here’s a story that shows how personalization works in action: Imagine a streaming service analyzing feedback from customers who binge-watch comedy shows. This isn't magic—it's just the smart application of AI on and customer feedback.

Information 62

Information Insights Customer Service Airlines 62

ProProfs Chat

APRIL 17, 2020

But without numbers or metric data in hand, coming up with any new strategy would only consume your valuable time. For example, you need access to metrics like NPS, average response time and others like it to make sure you come up with relevant strategies that help you retain more customers. So, buckle up. 1: Customer Churn Rate. #2:

Metrics 95

Metrics Measurement Customer Success Net Promoter Score 95

Experience Investigators by 360Connext

JANUARY 26, 2021

Start by referring to Net Promoter Scores or other metrics to select customers you know have opinions to share. Document what you hear but mostly just keep a very open mind and heart. This is a great exercise for contact center leaders, serving as a way to get feedback from a random sample of customers who contacted them for support.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Wootric

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 85

Metrics Net Promoter Score NPS Effort Score 85

GetFeedback

APRIL 30, 2018

Collecting customer feedback is essential if you truly want to understand the needs and expectations of your target audience. Website surveys play an important role in optimizing your customer self-service strategy by directly responding to any concerns the visitor may leave in the feedback. Blog Surveys. In-App Surveys.

Marketing 207

Marketing Feedback Document Blog 207

BirdEye

DECEMBER 30, 2024

We launched bots to help with the appraisal process and document setup. Erica Goodwin, Senior Vice President – Marketing, First Heritage Mortgage Streamlined application and mortgage lending process Mortgage agents often face resistance from clients during application processing, document collection, and other administrative tasks.

Multi-Channel 52

Multi-Channel Document Social Media Financial 52

CSM Magazine

JANUARY 20, 2025

Leverage Multimedia Features WhatsApp isnt just for text messagesit supports images, video, documents, and voice messages, making it much easier to clarify or enhance your customer conversations. Attach PDFs such as invoices, receipts, or warranty documentation directly in the chat. Send delivery updates or important notifications.

Customer Service 52

Customer Service Document Metrics Customer Satisfaction 52

ShepHyken

NOVEMBER 20, 2020

The vision document is critical to set the direction for your team, so you need to make it clear. Also, make it available at all times through your company’s document sharing service. Include an explanation of each touchpoint in a separate document. Consider these meetings to keep the feedback flowing: Weekly group meetings.

Customer Service 151

Customer Service Net Promoter Score Workshop Document 151

BirdEye

NOVEMBER 22, 2024

AI tools help real estate reputation management by turning reviews into revenue, converting feedback into leads, and maintaining your brand’s credibility across multiple platforms. The system learns from feedback patterns to improve service delivery and client satisfaction.

Marketing 52

Marketing Social Media Multi-Channel Document 52

Retently

JULY 8, 2024

From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction. You cannot slice and dice the data NPS is a simple metric that lets you measure customer happiness and brand loyalty. The number alone provides absolutely no answers.

Net Promoter Score 148

Net Promoter Score NPS Metrics Reference 148

Experience Investigators by 360Connext

MAY 15, 2024

Sharing positive feedback on a regular basis is inspiration that helps prevent burnout. And by aligning CX metrics with key business metrics, Maggie’s team has created powerful visibility and responsibility for achieving those goals. Could we go to a motion where this is ongoing feedback?”

Customer Experience 143

Customer Experience Customer Journey Mapping Culture Customer Journey 143

Experience Investigators by 360Connext

FEBRUARY 18, 2025

Related resource: Customer Experience ROI: Tying CX Investments to Business Success Identifying Signs of a CX Problem You can monitor several CX and operational metrics to understand if you have a CX problem. The first step is to review your metrics and listen to customer feedback regularly.

Customer Experience 143

Customer Experience Competitive Advantage Metrics Customer Journey 143

CloudCherry

MARCH 28, 2019

Your journey map is the most critical document your CX team has available to you. Even better, you can see how each conversation resonates through NPS and CSAT feedback. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? Here’s how this needs to change.

Insights 231

Insights CEM NPS ROI 231