ChurnZero

MARCH 7, 2025

At ZERO-IN 2024, Higher Locic ‘s Heather Wendt gave an excellent presentation on the steps of building a community and amplifying its networking effects and business impact. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

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. customer experience metrics. Why measuring customer experience metrics matter. by Sam Frampton. on 4 Jun 2019.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

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

APRIL 9, 2025

Resource constraints in technology and the workforce present a significant hurdle for accurate predictions. Macroeconomic factors such as GDP growth, exchange rates, and retail sales present a significant forecasting challenge. As a result, you will boost customer retention and your market share.

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

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

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. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Social Media 195

Social Media Metrics Insights Telecommunications 195

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

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

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

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Insights Feedback E-support 62

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 B2C 2024 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

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Track performance metrics to refine your social media strategy. If your brand also feels invisible, keep reading. The payoff?

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

BirdEye

NOVEMBER 27, 2023

It provides a roadmap for innovation through product improvements and service enhancements, eventually leading to an elevated customer experience. They allow users to focus on metrics aligned with their business goals, giving them a personalized overview of the most relevant data for their roles and objectives.

Insights 115

Insights Social Media Multi-Channel Net Promoter Score 115

Thematic

NOVEMBER 18, 2024

Organizations are fast realizing the power of including their customers’ opinions in their operations, product roadmaps, and strategic business decisions. This makes it really easy for stakeholders to understand at a glance what is influencing key business metrics. They can also be impacted by biases present in the data.

Multi-Channel 62

Multi-Channel Social Media E-support Net Promoter Score 62

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 Customers Feedback 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

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

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

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

InteractionMetrics

FEBRUARY 20, 2025

At Interaction Metrics, we take a smarter approach. Thats where Interaction Metrics comes in! The result is a clear roadmap to improvement for your company. When you partner with Interaction Metrics , you get a third-party survey partner who removes bias and gives you honest, reliable data. The result?

NPS 52

NPS Net Promoter Score Customer Satisfaction Metrics 52

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 147

Net Promoter Score B2B B2C NPS 147

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

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 119

Customer Service Net Promoter Score Customer Service Representative NPS 119

Thematic

JUNE 17, 2024

They shared actionable insights on maximizing the return on investment (ROI) of VOC, moving beyond surface-level metrics to create real business impact. " The focus is moving away from merely improving customer sentiment metrics like NPS and CSAT to driving tangible business value and measurable outcomes.

ROI 62

ROI Insights Multi-Channel Customer Centricity 62

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 101

Customer Success Management Customers Leadership 101

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

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