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. With InMoment’s XI Platform, you can automate event-based workflows that allow you to respond to customer actions as they happen.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

Experience Investigators by 360Connext

NOVEMBER 20, 2014

At DoubleDutch , we create mobile applications for thousands of events annually, so pretty much every customer has the potential to substantively increase CLTV (customer lifetime value) for the company. Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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. First, you need to create a CX metrics program. that make the most impact on your main CX metric. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Retently

OCTOBER 16, 2023

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. After all, you’re in the “customer satisfaction bubble” — an awareness of customer satisfaction metrics and tools you’ve gained from using them frequently. The key takeaway?

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

Experience Investigators by 360Connext

JULY 24, 2015

What customer experience metrics will survive? Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least. Net Promoter Score (NPS) was the “only” metric that mattered for a while. What metric will matter tomorrow? Who will your customers be?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

InMoment XI

OCTOBER 20, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience programme today! The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going. 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1:

Customer Experience 397

Customer Experience Culture Workshop Events 397

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

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

OCTOBER 16, 2024

Signature surveys allow businesses to track key CX metrics in real time, driving timely, data-driven decisions that improve customer satisfaction. These methods, like star ratings or emoji feedback, provide instant insights into customer sentiment, allowing businesses to monitor key customer satisfaction metrics in real time.

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

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

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. This is because the plans are relevant to their specific financial situation.

Banking 195

Banking Customer Experience Financial Touchpoint 195

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

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

BlueOcean

OCTOBER 30, 2024

Building a business case from an economical standpoint can be a challenge: What metrics should you consider in calculating the true cost of outsourcing? This is particularly true if your service or product is ever affected by seasons, holidays, natural disasters, or other events.

Contact Center 156

Contact Center Culture 2025 Customer Service 156

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. Juniper Networks (NAM) Juniper Networks utilizes a comprehensive MarTech stack for content management, event marketing, and advertising.

Customer Experience 430

Customer Experience Social Media 2024 B2B 430

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. Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 Multi-Channel 195

Retently

JANUARY 13, 2025

Key Takeaways CES is a critical metric for understanding how easy or difficult it is for customers to interact with your business. While metrics like CSAT or NPS focus on the big picture such as overall happiness or loyalty CES zooms in on the little moments that can make or break a customers experience. A high-effort experience?

Measurement 116

Measurement Effort Score Multi-Channel Net Promoter Score 116

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 92

Customer Experience Workshop Metrics Customer Service Training 92

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. Conversely, you do not want NPS to be tied to a specific event.

NPS 308

NPS Net Promoter Score CEM Metrics 308

GetFeedback

DECEMBER 26, 2018

Conference and event feedback. Surveys using the CSAT metric will typically follow this format, with an optional, open-ended follow-up question. If you’re looking to connect the dots in one or more of these areas, then CSAT is a great metric for you. Sales interactions. Customer onboarding. Sales and product satisfaction.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

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? Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

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. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. So why do so many VoC strategies fail?

Net Promoter Score 241

Net Promoter Score Customer Journey Mapping Metrics Customer Journey 241

Experience Investigators by 360Connext

MARCH 9, 2015

Start taking note of these observations and pay attention to how events or situations made you feel as a customer. Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. What made the experience great or infuriating? What could have worked better?

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

MARCH 23, 2021

Look for opportunities to proactively include those customers in special events , behind-the-scenes access, or early product reviews. Metrics are often used to punish employees. And it’s why focusing solely on efficiency metrics like “time on-call” in contact centers can encourage the wrong behaviors.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

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. Need a speaker for your corporate event or conference? Training, online events and webinars. They will seek out your competitors just to spite you. Don’t believe me? That’s fine.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

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

BirdEye

DECEMBER 28, 2024

Regularly update operating hours and contact information: Regular updates to operating hours, especially during holidays or special events, maintain profile accuracy. Include a blog section for sharing restaurant news, events, and culinary content. Create engaging posts about daily specials, events, and promotions.

Social Media 97

Social Media Books Demo Events 97

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. Your organization may select a metric to use that helps capture how customers are feeling about working with you. Structured feedback.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Lithium

APRIL 26, 2022

How brands could better intertwine the online build-up and aftermath with the in-person event itself. Transparency of metrics and data across your organization and departments. ??. Join us as we discuss: The growing availability of education in communities.

Metrics 97

Metrics Events Customer Engagement Communication 97

InMoment XI

JUNE 21, 2022

If you missed out on the event, don’t worry—here are five key takeaways you can use to apply to your experience program today! . The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going. 5 Pieces of Advice from Our Customer Experience Speakers. #1:

Customer Experience 195

Customer Experience Workshop 2022 Events 195

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. The data helps you measure important metrics like salesperson performance and spot gaps in the sales process. Event Feedback. Check it out! Support Feedback.

Net Promoter Score 199

Net Promoter Score Roadmap Events Feedback 199

Customer Bliss

MARCH 30, 2017

The specific goals and metrics of a customer experience lab may vary by organization, but in general these are three of the main goals. Over time, their metrics (i.e. There is also this idea of “event thinking.” allotment had been customer dissatisfaction metrics beginning to creep up. handle times, etc.)

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

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

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. While customer satisfaction as an idea is a general one, CSAT is a more defined and specific metric that is expressed as a percentage. 2: Net Promoter Score (NPS®). #3:

Net Promoter Score 195

Net Promoter Score Effort Score Customer Satisfaction NPS 195

SurveySparrow

FEBRUARY 14, 2022

The retail giant’s focus is on capability metrics where the processes are rolled out the way they’re designed to be. They also focus on employee turnover and movement through their people analytics program, as it’s connected to their workforce metrics. What business metrics will improve after analyzing this data?

Metrics 98

Metrics Webinar 2022 ROI 98

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