Thematic

MARCH 30, 2025

The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses. The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. What would help them?

Feedback 62

Feedback Roadmap NPS Loyalty 62

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Measure Your Success: Crafting an effective brand reputation strategy is not a one-time endeavor; it’s an ongoing process that requires continuous evaluation and adaptation.

Brands 284

Brands Management Multi-Channel Social Media 284

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Retail 109

Retail NPS Touchpoint Feedback 109

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Experience Customer Journey Mapping 52

GetFeedback

JANUARY 29, 2019

Service : surveys help measure customer satisfaction and identify ways to improve your support systems. Product : improve product features and inform your product roadmap with customer feedback data. It’s difficult to know which questions should be asked, when they should be presented, and how they should be phrased.

Net Promoter Score 150

Net Promoter Score Roadmap Feedback Travel 150

Retently

MARCH 17, 2025

Focus on Trends : Dont just present numbers highlight whats changed and why it matters. NPS Score Trends & Insights Net Promoter Score (NPS) measures customer loyalty and the likelihood of recommending your brand. The Customer Effort Score (CES) measures how easy it was for a customer to get their issue resolved.

Insights 90

Insights NPS Metrics Customer Satisfaction 90

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. Adopting Spotlight translates into not just collecting feedback but transforming it into a strategic roadmap for business success.

Social Media 195

Social Media Metrics Insights Telecommunications 195

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. “Part of the way we’re measuring Diversity, Equity, and Inclusion outcomes is through intention and all that does is serve what I call the ‘language of whiteness.'” Connect with, and learn more about, Esther on her platforms: .

Roadmap 98

Roadmap Culture Connections Books 98

Thematic

MARCH 30, 2025

Identifying Key Performance Indicators (KPIs) Once your data is integrated, the next step is knowing what to measure. When KPIs align with business goals, every insight becomes measurable progress. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Insights Feedback E-support 62

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. Measurement. She is a regular speaker at CX events and conferences across Europe. The Capabilities. Customer strategy. “Quick wins” were important.

Travel 204

Travel Hotels 2010 Customer Journey 204

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. . Measuring customer satisfaction at the end experience is arguably most important. And what do you ask? .

Measurement 69

Measurement Feedback Customer Satisfaction Customer Journey Mapping 69

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Data from live chat interactions presents opportunities to learn about customer expectations, including common complaints or remarks. Measure your CX performance.

Feedback 195

Feedback Social Media 2024 B2C 195

GetFeedback

NOVEMBER 18, 2019

Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Think about the types of analysis you’ll need to conduct to tease out the story from the data, how you want to prepare it, and how you want to present it. .

Feedback 199

Feedback Insights B2C Customer Satisfaction 199

Interactions

OCTOBER 29, 2024

Many companies are approaching Gen AI cautiously, embarking on use cases that are employee-facing or employee-vetted, rather than presenting generated content directly to customers. How do your current offerings reflect past roadmaps (i.e., This also provides the opportunity for employees to label output to help the AI improve.

Contact Center 62

Contact Center 2025 Social Media 2023 62

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. In this blog, youll learn how to piece together each tactic for real, measurable growth. Google Business Profile insightsTrack views, clicks, and customer interactions to measure impact. -

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. For example, if feedback suggests that certain features were unclear or that the demo didn’t fully meet expectations, we can adjust our presentation to better align with customer interests.

B2B 152

B2B NPS Demo Feedback 152

Experience Investigators by 360Connext

AUGUST 22, 2023

What measurements do you need? Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. Create a strategy to gather ratings, scores, and regular feedback from customers. What will you do with this feedback?

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Gainsight

SEPTEMBER 20, 2019

Try not to get hung up on finding absolute measures for cost and value. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Then we present it to our hugging and marketing teams. You’re really just trying to assess value and cost relative to the other projects being considered.

Roadmap 58

Roadmap Webinar Document Definition 58

InMoment XI

OCTOBER 3, 2024

How Is Customer Retention Measured? When presenting plans or strategies, be sure to ask for their feedback and consider it when finalizing your proposed plans. However, if the account managers are informed about the product development roadmap, they will know when it is appropriate to start promoting new products or features.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Education Services Group

MAY 28, 2021

By doing this work upfront, the CSM will have the information they need to build a roadmap for what success looks like from the customer’s point of view. How will you measure a successful outcome? If you don’t agree on how to measure success, then you and your customer might as well be speaking different languages.

Customer Success 98

Customer Success Document Sales Customers 98

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). The best customer success software will provide a clear roadmap of the elements you need to keep in mind during onboarding. Automate a variety of campaigns.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

CX Journey

MAY 5, 2015

I've been involved in the planning of this event the last couple years; this year, I was tasked with lining up bloggers (in addition to myself) to capture highlights of the presentations and podcasters to get the real scoop from speakers in audio. Let's dive in to her presentation. But…"How do I get my executives on board?"

Customer Experience 68

Customer Experience Government Events Presentation 68

ChurnZero

JANUARY 9, 2025

More than 80 attendees were eager to learn about our advancements in customer journey mapping, how to turn moments of measurable impact into revenue growth using ChurnZero , and how to scale with organizational alignment through each phase in a journey from implementation through expansion. If you missed the event in Washington, D.C,

Customer Journey Mapping 52

Customer Journey Mapping Customer Journey Marketing Competitive Advantage 52

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. Pitfall #2: NPS isn’t being measured regularly. Let’s move on to how many new customers you acquired” is likely the next agenda item. Don't be like this guy.

NPS 96

NPS Net Promoter Score Feedback Roadmap 96

Customer Bliss

MARCH 16, 2018

Especially in the early stages, make suggestions for meetings and events that the CCO should present at, participate in, or be invited to. Is there clarity in what’s expected and does the organization practice discipline around identifying what should be measured and managed? CX Click To Tweet.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

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? Customer Satisfaction surveys (CSAT) measure whether your product meets or exceeds buyers’ expectations. Shared goals lead to increased value.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

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

Gainsight

APRIL 17, 2019

Even when I was presented data, I was always given the caveat that, “We’re not sure this is right.” ” When I dove in with Product Managers and Engineering leaders on my team, every presentation seemed to have a different method of measuring adoption. None of these were in real time, so they always felt out-of-date.

Presentation 79

Presentation B2C Roadmap Webinar 79

C3Centricity

JANUARY 13, 2021

A more in-depth look at brand image than most articles usually go into, it includes how to measure it and how to conduct an in-depth analysis of the data. Yes, if it is the traditional market research department that merely provides simply analysed data from repetitive surveys shared in boring presentations. But how do you do it?

Customer Centricity 111

Customer Centricity Article 2020 Hospitality 111

Totango

SEPTEMBER 9, 2022

For SaaS B2B clients, QBR meetings tend to focus on assessing value as measured by KPI performance benchmarks. Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. Then, you’ll create a roadmap for the next 90 days. An analysis of factors influencing performance.

Presentation 19

Presentation Metrics Customer Success B2B 19

SurveySensum

MARCH 12, 2025

Customer Satisfaction Managers For those responsible for the customer experience , cross-tab data visualization transforms standard satisfaction surveys into a detailed roadmap of customer behavior. A cross-tabulation table may uncover hidden trends, find anomaly segments, and even present changes in customer behavior.

Airlines 52

Airlines Net Promoter Score Travel Customer Satisfaction 52

InteractionMetrics

FEBRUARY 20, 2025

We use scientific rigor, real listening, and reciprocity to design surveys that truly measure and enhance customer satisfaction. The result is a clear roadmap to improvement for your company. Or compare past and present NPS scores across different customer segments and business units using a longitudinal analysis.

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 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. NPS is one of the most popular metrics and measures customer loyalty. The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES.

Customer Journey 133

Customer Journey NPS Demo Customer Satisfaction 133

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Make sure they’re onboard with this roadmap. A: Again, the answer here is the roadmap.

Customer Success 66

Customer Success Roadmap Webinar Customers 66

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Thus, businesses use three main types of customer service surveys to measure customer satisfaction and loyalty.

Customer Service 119

Customer Service Net Promoter Score Customer Service Representative NPS 119

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 94

Customer Retention E-support Customers Customer Expectations 94