Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Understand tracking metrics. Develop a CX charter.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Data Visualization and Reporting These tools often provide intuitive dashboards and reports that present key performance indicators, sentiment trends, and other crucial metrics.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. Process maps are internally focused.

Customer Journey Mapping 143

Customer Journey Mapping Customer Journey Information Roadmap 143

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. But the true distinction lies in depth, clarity, and usability.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. How Is Customer Retention Measured? It is important to show clients that you value them and their time.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

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. Why is Collecting Customer Feedback Important?

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

Pointillist

SEPTEMBER 26, 2018

But the majority are still not able to show how the customer experience metrics they collect directly impact business performance or how they are using them to improve customer experience. Take Direct Action Based on Your Customer Experience Metrics. b) Input for Product Development. Release a beta version and track the NPS for it.

Metrics 65

Metrics Net Promoter Score Customer Experience NPS 65

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The example I give in the book — which I’ve sat through in dozens of conference rooms — is a presentation where data was presented on why we were not keeping new customers.

Customer Experience 183

Customer Experience Chief Customer Officer Books Roadmap 183

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. 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.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. Samantha realized that even though their metrics were telling them that sales were good, and business was fine, they didn’t fully understand that the end customer wasn’t completely satisfied. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. These are all aspects of Engagement you can measure – but you need a bit of help from our next metric to really get down to what’s driving the conversation. What’s trending?

Social Media 49

Social Media Metrics Webinar Airlines 49

Totango

SEPTEMBER 9, 2022

Prepare any presentation aids you want to incorporate, such as illustrative stories or graphs summarizing data. To make attendance manageable for busy executives, consider sending out notes in advance and placing priority items in an executive summary at the front of the presentation. Then, you’ll create a roadmap for the next 90 days.

Presentation 19

Presentation Metrics Customer Success B2B 19

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. Make it the first order of business to drive the metrics of customer loyalty and customer profitability. Incorporate part of your staff meetings to be facilitated by the CCO to drive the agenda.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections. Beyond simple metrics.

2019 97

2019 ROI Metrics Hospitality 97

Retently

AUGUST 23, 2023

NPS is a predictive tool for account growth and retention NPS isn’t just another metric on the dashboard; it’s a tool that predicts and shapes account growth and retention. It’s like having a roadmap to your growth strategy. There is no need to go through lengthy reports or complex data presentations.

Net Promoter Score 148

Net Promoter Score B2B B2C NPS 148

Retently

MARCH 18, 2024

Essentially, customer service surveys provide businesses with a roadmap to align their services with customer needs and expectations, thereby driving business growth. The Customer Effort Score is a key metric in this area, helping to measure the effort required by customers to get their issues resolved.

Customer Service 141

Customer Service Net Promoter Score Customer Service Representative NPS 141

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

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. The best customer success software will provide a clear roadmap of the elements you need to keep in mind during onboarding. Customers have a lot of information to absorb during onboarding, and it’s most effective to present learning opportunities in small bites.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. Every board and company presents Product a little differently. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. When it comes to presenting, back it up by telling them why you chose them.

Metrics 45

Metrics Presentation NPS Roadmap 45

Lithium

MARCH 5, 2024

Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. We've introduced metrics for Events and new metrics for Ideas. Community Aurora 24.2

2024 52

2024 Social Media Roadmap Webinar 52

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. Boosting SEO and PPC Efforts 7.

Sales 157

Sales Social Media Multi-Channel Loyalty 157

Retently

JULY 2, 2018

On the other hand, the feedback you get following this question presents a consistent overview of your company, offering insights into issues across departments you might not even be aware of. As such, you can use NPS as a guiding metric when adjusting your product roadmap.

NPS 129

NPS Net Promoter Score Feedback Customer Satisfaction 129

Thematic

MARCH 29, 2020

What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? How will you tie customer feedback to those metrics and data sources? This is an equivalent of a vanity metric in product analytics. And how often?

Feedback 111

Feedback E-support Metrics NPS 111

Thematic

JUNE 9, 2022

Here are a few critical audience groups: Understand who your stakeholders are, who your blockers are, and which metrics matter most to those individuals. What metrics really matter? All of these people have different levers they can pull, and different metrics and KPIs that they need to go after. Confirm their support.

Feedback 62

Feedback Roadmap Insights Metrics 62

Amity

OCTOBER 30, 2017

You forget to ask open-ended questions & spend the whole meeting presenting metrics & product roadmaps. Let's take a look at the most common and horrific mistakes we're guilty of. One-Way Conversations. Wrong Crowd. Your main contact knows the drill.

Roadmap 63

Roadmap Events Presentation Metrics 63

Gainsight

JULY 5, 2022

Out of the gate, the Annual Churn Rate is a great metric to start tracking as you start to gain product-market fit and understand the needs of your customers and the value they expect you to provide. A Customer 360 gives companies a complete view of each and every customer’s past, present, and future behavior (so, 360 as in 360°).

Net Promoter Score 64

Net Promoter Score Customer Experience Customer Journey Mapping NPS 64

Kayako

OCTOBER 16, 2017

There is no shortage of metrics customer support teams could be tracking. Jointly collecting and analyzing survey responses ensures support and customer success have a pulse on customer sentiment and how issues should be prioritized within the product roadmap. Your customer support and customer success teams need shared goals.

Customer Success 74

Customer Success NPS Roadmap Customer Satisfaction 74

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. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics. to present to their leadership team. Hello Atlas members!

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

Totango

AUGUST 13, 2024

Master the RACI: Your roadmap to success A RACI matrix, which stands for Responsible, Accountable, Consulted, and Informed, is a powerful tool for clarifying roles and responsibilities across teams. When designing compensation plans for CSMs, it’s important to include pipeline metrics alongside traditional retention and expansion goals.

Customer Success 98

Customer Success Management Customers Leadership 98

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 88

Customer Experience Net Promoter Score Metrics NPS 88

Gainsight

FEBRUARY 9, 2021

Governance has some straightforward value, such as agreeing on a roadmap, alerting stakeholders of upcoming changes, and surfacing redundancies. Review value delivered, align on the roadmap, and discuss roadblocks/risks/issues. Stay in tune with organizational priorities and ensure the roadmap aligns with leadership direction.

Government 52

Government Roadmap Leadership Customer Success 52

Thematic

JULY 11, 2022

Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews. Finding these types of insights enables you to validate your product and create data-driven product roadmaps.

Roadmap 77

Roadmap Banking NPS Feedback 77

Retently

MARCH 5, 2024

Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. Acknowledging the issue presented in a negative review shows your commitment to transparency and continuous improvement.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. As such, important metrics to track during onboarding typically include things like time between milestones and adoption. Tracking Data Throughout the Customer Journey.

Customer Success 82

Customer Success Customer Journey Roadmap Presentation 82

Amity

OCTOBER 31, 2016

In terms of Customer Success, that’s presented some interesting challenges as we’ve transitioned from an SMB user base to an Enterprise user base. What metrics do you watch closely? Here at Uberflip, we are blessed to have a platform that readily surfaces key metrics when it comes to this type of outcome-based data.

Customer Success 0

Customer Success Customers Definition Metrics 0