Happy or Not

MARCH 28, 2022

Part two: Whe n , whe re and how to measure peak-end experiences. In this second part, we’ll discuss when, where, how and what to measure, so that you get meaningful insights to improve customer satisfaction. . When – ask for feedback at the right time. Where – ask for feedback in the right place(s).

Measurement 69

Measurement Feedback Customer Satisfaction Customer Journey Mapping 69

Experience Investigators by 360Connext

AUGUST 22, 2023

Embrace Your Customer Feedback If you aren’t listening to customers, how do you know what they really want? Create a strategy to gather ratings, scores, and regular feedback from customers. What measurements do you need? What will you do with this feedback? Have you seen a lift to your customer feedback scores?

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

GetFeedback

JANUARY 29, 2019

Customer feedback is like motor oil. But collecting feedback at arbitrary intervals without planned action isn’t going to get you very far. At GetFeedback, we believe every interaction is a chance to collect customer feedback. Sales : use survey feedback to enhance the purchase experience and bolster salesperson skills.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

Gainsight

SEPTEMBER 20, 2019

The list is compiled from customer feedback received from sales, success, and support teams, as well as opportunities and improvements identified from our internal research and analyses. Try not to get hung up on finding absolute measures for cost and value. Then we present it to our hugging and marketing teams. Not at all!

Roadmap 58

Roadmap Document Webinar Definition 58

Thematic

APRIL 3, 2024

By using their feedback to improve customer experience for all. Smoother customer experiences, better products, bigger cart sizes—it all starts with understanding your customers by using their feedback. Here are the crucial steps to transform customer feedback into tangible business improvements.

Social Media 62

Social Media Feedback NPS Insights 62

Customer Bliss

SEPTEMBER 19, 2017

At the time of the initial discussions with stakeholders and results presentations (done when the company was about 150 employees), she went to the executive level and explained the dichotomy between “what we’re doing” and “what customers care about.” They needed to refocus.

Chief Customer Officer 97

Chief Customer Officer Roadmap Telecommunications Customer Journey Mapping 97

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Our customers have found that measuring operational metrics alone isn’t enough (read the case study ).

ROI 40

ROI Measurement Customer Experience Metrics 40

SurveySensum

JANUARY 24, 2024

Initially, Alice was excited about these feature requests from the product feedback surveys. Features that contribute directly to the product roadmap and support overarching business objectives should be given higher priority. But be sure to only ask about the features that resonate with your roadmap.

Roadmap 52

Roadmap Feedback Demo Customers 52

Retently

MAY 2, 2023

While there are many ways to do that, measuring satisfaction levels and actively seeking relevant feedback is critical to improving customer journeys. When it comes to gathering customer feedback , the options are endless: comments, social media, emails, and chats with support teams. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Lithium

NOVEMBER 1, 2022

It’s Me, Marketing: A cost-saving series from Khoros The principal problem for marketers is that while they do their song and dance for consumers to purchase their product or service, it’s becoming increasingly unclear how to measure success and, most notably, how to track it. Was it the stars aligning? Some kind of holiday miracle?

2022 52

2022 Roadmap ROI Social Media 52

SurveySensum

MARCH 28, 2024

Creating a roadmap of your deadlines, setting realistic goals, and breaking them down into manageable tasks can make a world of difference. Efficient goal setting often aligns with the SMART criteria, ensuring tasks are Specific, Measurable, Achievable, Relevant, and Time-bound. So, how do you go about it?

Roadmap 52

Roadmap Feedback Presentation Social Media 52

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap. CRM, ERP, WMS).

Roadmap 52

Roadmap Technology Financial Metrics 52

SurveySparrow

AUGUST 30, 2023

Empathy in Action: How to Deliver Great Customer Experiences At Scale Authors: Tony Bates and Dr. Natalie Petouhoff Empathy in Action isn’t your typical book; it’s a roadmap to mastering the magic of empathy in the realm of customer experiences. But this book isn’t just about theory; it’s a roadmap to transformation.

Books 52

Books Customer Experience Roadmap Loyalty 52

Optimove

JULY 29, 2024

See the full presentation below: Key Takeaways: Embrace Real-Time Engagement: Evolving to streaming campaign orchestration allows for dynamic, real-time customer interactions. Enabled dynamic campaign adjustments based on instant customer interactions and feedback. Planned a roadmap for implementing and scaling new use cases over time.

Marketing 52

Marketing Customer Experience Workshop Sports 52

Lumoa

JANUARY 19, 2023

This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services. Decide When and How to Collect Data and Feedback 4. How can we measure the interaction? What’s something measurable that can tell how well we are doing?

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

PeopleMetrics

FEBRUARY 26, 2018

Assuming the results are positive, the company then proudly presents their board with the survey results compared to industry benchmarks and proceeds with the board meeting. Many SaaS companies are hesitant to ask the NPS question of their hundreds of end-users, so instead they end up only taking feedback from a few key stakeholders - a.k.a.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

West Monroe

JANUARY 2, 2024

At this stage, a crucial responsibility for the CFO is the collection of a diverse range of quantitative and qualitative metrics; these metrics serve as the backbone of the organization's prioritized focus, essentially forming the finance transformation roadmap. CRM, ERP, WMS).

Roadmap 40

Roadmap Technology Financial Metrics 40

ViiBE Blog

OCTOBER 28, 2021

The main goal of a company should be to create a satisfied customer, by delivering a great customer service roadmap and quality products, while applying the right strategies. This requires companies to design a positive customer journey at each touchpoint along the customer roadmap. What is digital CX? Read now 2.

Social Media 52

Social Media 2023 Roadmap E-support 52

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Voice of the Customer Initiatives: April 2022 The first edition of a new quarterly update, the Voice of the Customer team shares the initiatives that we are working on as a result of your customer feedback.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

SurveySparrow

JUNE 20, 2023

Organization use the potent tool known as the Customer Experience Dashboard to measure and improve the Customer Experience journey in an efficient manner. What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way.

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. Use an efficient ticketing system to organize and prioritize inquiries – close the feedback loop. By using various methods such as conducting online surveys, leveraging social media channels to conduct polls, and actively listening to customer feedback.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. Robust customer success software can help you: Measure business goals and key performance indicators (KPIs). Robust customer success software can help you: Measure business goals and key performance indicators (KPIs). Provide a means for customers to give feedback.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Gainsight

MAY 13, 2020

Ashvin Vaidyanathan, Gainsight CCO, and Ruben Rabago, Gainsight Chief Strategist, presented on how existential Customer Success is during a downturn. Using Gainsight, they are able to map use cases and urgency into a roadmap which is translated into a Customer Success Plan that both the CSM and the customer have alignment around.

Roadmap 59

Roadmap ROI Customer Success NPS 59

ClientSuccess

APRIL 5, 2022

But there is still so much your users can tell you about their experience, how your product can become even more user-friendly, and even where your product roadmap can grow. Sometimes, all it takes to unlock this feedback is a simple forum for your users to share it with your team. . NPS survey questions to consider .

NPS 52

NPS Social Media Roadmap Feedback 52

Kayako

OCTOBER 16, 2017

When everything from ‘average reply time’ to ‘number of swag packages sent’ is being measured, how does support benefit from establishing shared goals with their customer success colleagues? Product feedback. Customer Satisfaction surveys (CSAT) measure whether your product meets or exceeds buyers’ expectations.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Hotels 2010 Customer Journey 204

Gainsight

APRIL 17, 2019

I get real-time feedback, but I don’t necessarily want to give real-time feedback to everyone at my company. Even when I was presented data, I was always given the caveat that, “We’re not sure this is right.” I meet with one to two feature teams a week to review their recent progress and the roadmap.

Presentation 79

Presentation B2C Roadmap Webinar 79

SurveySparrow

MAY 24, 2023

The tool encompasses a comprehensive assessment that seeks feedback from multiple sources, including peers, subordinates, and superiors, offering a holistic perspective of leadership skills. The framework helps leaders identify their current level and provides a roadmap to ascend the leadership ladder.

Leadership 52

Leadership Culture Feedback Insights 52

Totango

JANUARY 26, 2021

Churn rate measures how many customers you lost over a given time period compared to your total customers during that interval. When you know why customers are leaving you, you can develop appropriate preventive measures. The next step is to take corrective measures to remove barriers to customer renewal.

Customer Retention 91

Customer Retention E-support Customers Customer Expectations 91

CCO Council

NOVEMBER 2, 2017

Transactional companies typically measure return frequency and average spend per visit. Subscription-based companies typically measure duration of repeat business, typically through retention, cross-sell, and upsell. Medallia examined in depth two companies, one transactional and one subscription based.

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

Retently

JULY 2, 2018

You can keep track of your score and its changes, but it’s the qualitative feedback that gives you the “why” behind it, bringing the voice of the customer to the front. As a result, you will be able to reach your customers from a different angle and elicit revealing feedback. NPS question structure. Ask customers to rate your company.

NPS 129

NPS Net Promoter Score Feedback Customer Satisfaction 129

GetFeedback

NOVEMBER 18, 2019

The work to take action on feedback actually begins long before you even launch your CSAT survey. As you’re designing the survey, in order to ensure that you can take action on the feedback you get from customers, you need to consider the following for each question you ask. What makes feedback actionable? . Who will act on it?

Feedback 199

Feedback Insights B2C Customer Satisfaction 199

SurveySparrow

DECEMBER 9, 2023

Well, there are numerous ways to measure and interpret it. By presenting it in a way that’s easy to understand. The information presented aligns with individual preferences and priorities. Customer Service Metrics: Imagine a feedback machine that tracks customer interactions and satisfaction. Basics first.

Metrics 52

Metrics Insights Demo Presentation 52

delighted

APRIL 7, 2020

Many of our customers have asked whether it’s still appropriate to ask for feedback and how to go about it. The short answer is that it is okay to continue asking for feedback – keep communication lines open. Prioritize feedback for what’s critical right now. Only gather feedback on what’s relevant and helpful for your audience.

Customer Retention 52

Customer Retention Customer Experience NPS Feedback 52

Retently

SEPTEMBER 3, 2024

Through our CX surveys and advanced feedback analytics, we enable businesses to truly understand their customers and turn that understanding into action. Key Takeaways We use post-trial and recurring NPS feedback to consistently refine our product and quickly adapt to customer needs.

B2B 158

B2B NPS Demo Feedback 158

West Monroe

JUNE 1, 2023

Investing in the right platforms to track product use and adoption can yield insights that inform decision-making and roadmap tradeoffs and drive day-to-day operational efficiencies. It’s a continuous measurement process that ensures portfolio investments remain aligned with product performance and market demand.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

West Monroe

MARCH 30, 2023

This is not just the mandate of the present, it’s the future—and traditional sectors increasingly look like tech companies as they build solutions to capture market opportunity and fend off competition. They jump from putting out one fire to the next and are measured by projects completed vs. products enhanced.

Healthcare 52

Healthcare Roadmap E Commerce Financial 52