GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. How do you measure the success of your CX program? . First, you need to create a CX metrics program.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

InMoment XI

OCTOBER 23, 2024

Credit unions can actively engage with their communities through events, sponsorships, and local initiatives. Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. Continuously monitor and improve customer satisfaction through measurement.

Banking 195

Banking Customer Experience Financial Touchpoint 195

InMoment XI

NOVEMBER 7, 2024

You can track this by monitoring pre-selected customer experience metrics to identify trends, understand customer preferences, and detect any drop-offs in the automated journey. InMoment’s XI Platform lets you quickly prioritize the most important actions from your unstructured data with real-time customer sentiment measures.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Retently

OCTOBER 16, 2024

Signature surveys allow businesses to track key CX metrics in real time, driving timely, data-driven decisions that improve customer satisfaction. This is particularly useful for tracking Net Promoter Score (NPS) , as it allows you to capture a precise measure of customer loyalty at a glance. What is a Signature Survey?

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

BirdEye

FEBRUARY 5, 2025

How to create a solid restaurant social media marketing strategy 21 tips for restaurant social media marketing Key metrics to monitor when optimizing your restaurant social media marketing FAQs about restaurant social media marketing Birdeye makes restaurant social media marketing easier Why restaurant social media marketing is important?

Social Media 104

Social Media Marketing Metrics Events 104

Retently

MARCH 17, 2025

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? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. Advanced analytics help businesses understand customer behaviour, measure campaign effectiveness, and optimize strategies to improve CX.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The key takeaway? Businesses must adapt.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

Retently

NOVEMBER 29, 2024

Whether it’s after a purchase, during onboarding, or after an event, these surveys help you gather valuable feedback right when it matters most. 1. “On a scale of 1-10, how likely are you to engage with us again after your first interaction?” – This question combines sentiment analysis with predictive engagement metrics.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

JANUARY 12, 2021

An ongoing Voice of the Customer program translates customer sentiment into objective ratings and metrics, telling the story of what your customers want and need. While customer experience can often feel ethereal and difficult to measure, a Voice of the Customer Program can make it feel more tangible.

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

GetFeedback

MAY 23, 2019

While there are many different metrics within a VoC program, two very prominent ones are Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS). While these metrics are not difficult to calculate, they’re not always intuitive to action. CSAT is used to measure a specific interaction with a customer.

NPS 308

NPS Net Promoter Score CEM Metrics 308

delighted

APRIL 1, 2024

Putting on a successful event is no easy feat: a lot goes into creating a positive event experience for attendees, from finding compelling speakers to inviting the right sponsors. One way to measure attendee satisfaction is by surveying them after the event with the right post-event survey questions.

Events 100

Events Feedback Net Promoter Score Touchpoint 100

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience. Alternatively, you could create a VIP ‘space’, where exclusive content and in-person events are offered. #5: What Is Net Promoter Score?

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

ShepHyken

DECEMBER 31, 2024

Whats your favorite metric to measure customer success? While Im a big fan of a simple metric like NPS, when it comes to customer success and service, I coach my clients to think about TTH, as in Time to Happiness. Whats the biggest CX challenge businesses face today? Consistency. What did you do before you got into CX?

Customer Experience 95

Customer Experience Workshop Metrics Customer Service Training 95

GetFeedback

APRIL 29, 2019

Event feedback. At different points in the event—after check-in, a keynote, or the event is over—send an SMS survey to gauge how your attendees felt about the experience. The Ultimate Guide to Event Surveys. A comprehensive list of pre and post event survey questions. Read Article. Transportation feedback.

Net Promoter Score 265

Net Promoter Score NPS Healthcare Events 265

Totango

MAY 5, 2021

By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

InMoment XI

OCTOBER 10, 2024

It includes activities that build and maintain your brand reputation such as creating posts, responding to users who engage with your content, and creating a social media strategy that will influence your business’s main metrics. When setting goals, set specific and measurable goals that can be easily tracked.

Social Media 195

Social Media Management 2024 Multi-Channel 195

InMoment XI

NOVEMBER 15, 2023

We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. It involves the use of various metrics and methods to gain valuable insights into how customers perceive and interact with a business.

Insights 243

Insights E Commerce Customer Experience E-support 243

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. Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. Understand the journey.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Experience Investigators by 360Connext

MARCH 23, 2021

Make sure you are set up for success by having a clear CX Mission Statement , a strategy defined by a specific CX Success Statement , and a way to measure progress. Look for opportunities to proactively include those customers in special events , behind-the-scenes access, or early product reviews.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Totango

SEPTEMBER 29, 2020

It is the sum of the profit you make from your customers over time, rather than any single sales event, and it is the most accurate method of anticipating revenue in a customer-centric, Software-as-a-Service (SaaS) environment. Monitor the right metrics – The customer experience is revealed in their use of the product.

Measurement 110

Measurement Metrics Events Customers 110

CloudCherry

OCTOBER 25, 2018

The North Star Metrics for CX Buy-in. Everyone on the panel was committed to the idea of keeping metrics simple and at the forefront of everyone’s minds. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes. Aligning the CX philosophy.

CEM 170

CEM 2018 ROI Metrics 170

Feedbackly

JUNE 21, 2023

The Emotional Value Index (EVI®) is the metric used to measure EE. Now, why is measuring EVI® crucial? As EVI® is a metric that can be applied both at the micro and macro level, it can be used to gain an overall picture of your company’s CX strategy. The post Why Measuring Emotional Value is So Crucial?

Measurement 95

Measurement Loyalty Programs Metrics Touchpoint 95

InMoment XI

NOVEMBER 15, 2022

A CSAT score is a commonly used customer experience (CX) metric that helps a company build a relationship of trust and understanding with its customers. It’s a commonly used measurement tool that acts as a key performance indicator for customer service and product quality. CSAT is short for customer satisfaction score.

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

Gainsight

NOVEMBER 20, 2024

They’re addressing more use cases, like product education, best practices, networking, and events,” he shared. ” And the impact is measurable, with our research showing that trained Gainsight administrators achieve a 51% higher expansion ARR per account than non-trained administrators. It was about cost reduction.”

Measurement 40

Measurement Webinar 2008 Metrics 40

InMoment XI

JANUARY 4, 2024

Clearly communicate your website’s security measures, use secure payment gateways, and provide transparent information about shipping costs and return policies. In-Store Events and Promotions Organize in-store events, promotions, or exclusive sales to create a sense of excitement and urgency.

Retail 195

Retail Customer Experience Social Media NPS 195

eglobalis

OCTOBER 1, 2017

The CXPA provides shared best practical practices and education, mentoring, developing standards, events, networking and co-creating opportunities, promoting the industry, and creating a better understanding of the discipline of Customer Experience. Events connecting CX and the Global Industry Experts . Discussion Boards.

Customer Experience Professionals 157

Customer Experience Professionals CEM Customer Experience 2011 157

CloudCherry

DECEMBER 1, 2018

The North Star Metrics for CX Buy-in. Everyone on the panel was committed to the idea of keeping metrics simple and at the forefront of everyone’s minds. Raju originally started by defining adoption metrics to track the rollout of the CX program by measuring behavior – not just outcomes. Aligning the CX philosophy.

CEM 150

CEM 2018 ROI Metrics 150

GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. Embed a survey at the bottom of your help articles to measure the effectiveness of your knowledge base content and collect feedback directly from your community. Event Feedback.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

GetFeedback

OCTOBER 3, 2018

Megan Burton and Kelly Spillson from the Salesforce Customer Success Team talked about measuring customer service with GetFeedback for Service Cloud. The afternoon picked up with a session on measuring customer experience in Salesforce. Crystal and Sateja talked customer experience metrics with Brett Frazer from Sun Basket.

2018 150

2018 Demo Events 2019 150

Experience Investigators by 360Connext

JUNE 2, 2020

This feedback can be sorted, categorized, and measured. As Peter Drucker famously said, “What gets measured gets managed.” ” Measurement is a tool to understand how customers feel, what needs are unmet, and where there might be problems. When you see a change in your VoC metrics, ask why and find the story.

Social Media 162

Social Media Net Promoter Score Metrics NPS 162

InMoment XI

OCTOBER 18, 2023

After a successful XI Forum Europe featuring 9 EMEA customer experience experts , 200+ engaged delegates, 8 insightful workshops, and plenty of networking, it’s safe to say that the event was a hit! If you couldn’t attend the event, fear not! Let’s take a look!

Customer Experience 195

Customer Experience 2023 ROI Return on Investment 195

InMoment XI

MARCH 11, 2024

They want 5-star reviews and soaring metrics. Here are some examples of different ways to kickstart a customer feedback loop: Customer Surveys Sending out a survey to customers after a purchase, service interaction, or event is a common client loop example. But, most businesses fail to act on a lot of the feedback they receive.

Feedback 195

Feedback Net Promoter Score Customer Experience Social Media 195

Retently

DECEMBER 10, 2024

Retently: The All-in-One Customer Satisfaction Platform Retently is a versatile customer experience management platform designed to help businesses measure, analyze, and enhance customer satisfaction. The platform helps track feedback at different levels, whether you want to measure performance by individual agents, teams, or across regions.

2024 78

2024 Multi-Channel NPS Feedback 78

InMoment XI

SEPTEMBER 25, 2024

Salience’s power and customizability give evolve24 the ability to keep up with increasing volumes while helping them maintain high standards of consistency and measurement across a range of text data sources. has grown to become a leading active lifestyle brand and endurance event company with more than 2.5 million global participants.

Insights 195

Insights Social Media Net Promoter Score Events 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Programs to invite customers into the organization more, like Customer Advisory Boards, customer accessibility labs, or inviting customers into meetings or events. Here are a few leading measurements to try. Well, frankly, it’s easier to track metrics like “new sales.” You need to act on them! But how do we know these numbers?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

InteractionMetrics

MARCH 27, 2025

You can measure retention easily by measuring your customer retention rate as a percentage. At Interaction Metrics, our approach to increasing customer retention is informed by the real problem with most customer feedback surveys: theyre impersonal, ineffective, and often ignored. But if its low, what can you do to improve it?

Customer Retention 52

Customer Retention Metrics Net Promoter Score Loyalty Programs 52