eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. To replicate this, companies must train their teams to effectively interpret and present data insights. But what truly drives loyalty in the B2B space?

B2B 433

B2B Loyalty Workshop Loyalty Programs 433

InMoment XI

DECEMBER 30, 2021

And they also answered a few questions from CX professionals throughout the presentation. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

InMoment XI

FEBRUARY 24, 2022

The former is interested in counting dollars and profitability and the latter with measuring metrics. Tip #1: Break Down Metrics. Metrics are core to any CX program—whether it’s NPS , CSAT , CES , etc. The challenge is how do you present those metrics in a way that makes executives regard them as crucial data points?

ROI 370

ROI Metrics Presentation Webinar 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Youll identify metrics youll track to prove these outcomes, and we explain metrics more below. Measurement : Back to metrics, youll need tools or processes to continually check in on your program’s success and see how far youve come. Each of the above examples includes CX metrics you may choose to track.

Customer Experience 143

Customer Experience Customer Journey Mapping Touchpoint Metrics 143

InMoment XI

JANUARY 13, 2022

Before it’s partnership with InMoment, it took Chevron Federal Credit Union a few weeks to process survey data and present that information to front-line managers and employees. Now, case management allows for actionable responses within the same day a survey is submitted.

NPS 370

NPS Metrics Feedback Presentation 370

Customer Bliss

FEBRUARY 12, 2019

Today’s video is an excerpt from a keynote speech, The 5 Leadership Competencies of Beloved Companies , which I recently presented at Cult the Gathering. . So, for every key meeting we want to give leaders this fearless, simple metric of our ability to earn this and grow this asset. ” Did You Honor Your Customer?

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Omnichannel communication means more than just being present on multiple platforms; it’s about integrating those platforms into one unified interface to build an omnichannel customer experience.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

DECEMBER 15, 2022

However, most CX platforms are still primarily focused on surveys and traditional metrics (in blue in the figure below). Watch the full presentation here! Whether it be directly to you (via surveys) or indirectly (through review sites, social media, and the like), your customers are creating signals throughout their journey.

Social Media 397

Social Media 2019 Metrics Customer Journey 397

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. The survey should be presented to all stakeholders within the organization.

NPS 308

NPS Net Promoter Score CEM Metrics 308

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

2020 458

2020 Customer Journey Mapping Culture Innovation 458

InMoment XI

OCTOBER 23, 2024

Your bank can present itself as a reliable option by demonstrating a commitment to making their customer journey smooth and personalized. Part of the transformation enhanced retention and acquisition, along with improving key business metrics through its partnership with InMoment. It is a proven way of retaining customers.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. We will also explore the unique challenges faced by the CX industry and how specific MarTech solutions can benefit B2B customers, with a global focus.

Customer Experience 441

Customer Experience Social Media 2024 B2B 441

InMoment XI

OCTOBER 20, 2022

The idea of simply “managing” metrics tells your business where you are and where you’ve been, not necessarily where you’re going. The importance of closing the loop with customers and gaining actionable feedback was mentioned in nearly every presentation we heard! 3: Actions Speak Louder Than Words—Data Means Nothing Without Outcomes.

Customer Experience 397

Customer Experience Culture Workshop Events 397

Customer Bliss

MARCH 12, 2020

Each one of those product categories is going to present their math differently and roll up their red, yellow and green dots based on how they’re doing in their category. Unite Your Team with this Board-Level Metric. They need to be your partners, because ultimately what we want is for this number to be a board-level metric.

Measurement 289

Measurement Chief Customer Officer Metrics Download 289

GetFeedback

JANUARY 16, 2019

Choose the metric that matters most. Many companies make the mistake of going overboard with metrics. In order to get high-quality customer data, you first need to look at your goals and decide what key metric matters the most. Here’s how you can select this key metric: . Introduce an actionable follow-up question.

Metrics 210

Metrics Touchpoint Presentation Feedback 210

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. These metrics can help you drive transformative action within your organization. Customer sentiment is how a customer feels about a brand’s products or services.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

AUGUST 17, 2021

What metric went up? CX meetings require thinking about the past, present, and future of the customer experience program. Check In: Review customer feedback and discuss any key customer experience metrics. . Set “alerts” for those minor changes in metrics to watch in future sessions. Start with a story. What went down?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

GetFeedback

APRIL 16, 2019

You should also track this metric over time because a sudden drop suggests that something has gone badly wrong. This applies to everything from your customer service to the way that information is presented on your website. If you were less than totally satisfied, what could we have done to serve you better? About the guest author.

Customer Experience 262

Customer Experience Return on Investment Poor Customer Service Metrics 262

Experience Investigators by 360Connext

DECEMBER 15, 2023

Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. Spend some time highlighting what the metrics mean, and what your goals really are. Don’t forget to highlight the human side of what those metrics measure.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

BirdEye

DECEMBER 29, 2022

There are a variety of different social media metrics to choose from, and the ones best for your business will depend on your marketing goals. In this article, we’ll tell you about the 13 social media metrics you should track to effectively measure the success of your campaigns. Table of contents What are social media metrics?

Social Media 98

Social Media Metrics Net Promoter Score Return on Investment 98

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

BlueOcean

OCTOBER 4, 2023

Customer saves are a key metric, and we outperformed the previous partner, with nearly ten years’ experience under their belt, right out of the gate, realizing a nearly 5% increase in retention during our first quarter in production. The value of that improved metric plays a big role in the client’s bottom line.

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. Often, CRM systems are the tools used to track important customer data and feedback metrics.) CEM is no different, but tracking metrics alone is not a strategy. Key Metrics and Steps to Consider for Measuring ROI 1. Strategy First.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

ChurnZero

APRIL 11, 2025

Are your metrics aligned with your goals? But its all helpful to define responsibilities and metrics, as well as to build and maintain efficient internal workflows. 4: Are your metrics aligned with your goals? 4: Are your metrics aligned with your goals? Is your onboarding process a framework or a free-for-all?

Multi-Channel 86

Multi-Channel Metrics Feedback Customer Journey 86

InMoment XI

OCTOBER 26, 2022

The rapidly-changing, ever-evolving retail landscape continues to present questions, roadblocks, and pain points that retailers need to address. By having engaged, customer-centric employees, you will see an increase in the frontline metrics that matter to your organization.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

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

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Identify Business Outcomes Before presenting the business case for CX efforts, it is important to identify the specific business outcomes that will be impacted by improved customer experience.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

CloudCherry

JULY 10, 2018

Therefore companies need metrics to understand what success means. Ultimately, each department’s metrics are essential to their roles, however, the customer’s success is the responsibility of the business as a whole, not one specific team. Customer Experience Metrics. Customer Delight Score.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

InMoment XI

SEPTEMBER 3, 2024

The insights derived from the analysis are presented in dashboards, reports, or visualizations, which can include sentiment trends, most common topics or keywords, customer satisfaction metrics, and agent performance metrics. Scalability Scalability and efficiency present another set of challenges.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. Demand Metric ) Expanded Case Study: IKEAs AR Revolution IKEAs “Place” app transformed the way consumers interact with furniture online.

2025 108

2025 Consumers Competitive Advantage 2024 108

CX Accelerator

APRIL 1, 2020

Whenever focus shifts to financial metrics, CX professionals at every level can fall into heightened levels of expectation. When we start to chase metrics, there can be a temptation to influence those metrics by any means possible. It is down to you as a CX Leader to learn how to balance that expectation.

Metrics 228

Metrics Competitive Advantage Financial Leadership 228

Customer Bliss

SEPTEMBER 15, 2016

Again, this is about moving away from silo-by-silo, survey-by-survey, controlled-and-owned metrics. Present information from multiple sources by stage of experience: This is the true game-changer, as issues and opportunities now shift to always being in reference to customers. Build one-company categorization of issues.

Chief Customer Officer 238

Chief Customer Officer Leadership Books Reference 238

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 135

Feedback Customer Satisfaction Touchpoint Communication 135

Experience Investigators by 360Connext

MAY 12, 2020

We communicate most effectively when we present logic, emotion, and symbolism. With this in mind, let’s look at how we can present an argument for CX done well. This is a great logical exercise to include in any presentation around a new CX initiative — just vary it to fit your needs.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

InMoment XI

FEBRUARY 15, 2023

Stage #5: Realize Evaluate and demonstrate results of experience initiatives including (but not limited to) organizational change, improved metrics, and financial impact.

Sports 221

Sports Leadership Lifetime Customer ROI 221

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

Think Customers

APRIL 10, 2025

Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience. Step 4: Link CX Metrics with Business KPIs To ensure CX is seen as a strategic priority , integrate customer experience metrics into core business dashboards.

B2B 52

B2B Net Promoter Score Effort Score Financial 52