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

NOVEMBER 14, 2024

Reporting tools allow you to present these insights to stakeholders in a clear manner. This results in a vast amount of data that is then analyzed for patterns, sentiment, and engagement metrics. Common metrics include sentiment scores, the volume of brand mentions, and the share of voice (SOV) compared to competitors.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

InMoment XI

OCTOBER 24, 2024

These platforms focus on improving customer experience metrics such as customer satisfaction, loyalty, and retention. Some are more geared towards marketers and sales teams, while others focus on customer support. They integrate with apps, websites, and social media to provide a consistent customer experience across all channels.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 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. This integration enhances internal workflows and improves collaboration between marketing and sales teams, leading to better customer outcomes.

Customer Experience 428

Customer Experience Social Media 2024 B2B 428

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

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. When to Use: This journey map is used when developing marketing and sales strategies that aim to guide prospective customers through their decision-making process.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

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. . We tend to simply ring the bell of the incoming sales without thinking about those who’ve left. Don’t Let Acquisition be Your Only Customer Growth Metric.

Metrics 195

Metrics Chief Customer Officer Customers Leadership 195

CSM Magazine

DECEMBER 2, 2024

a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital, today announced that TTEC Digital has completed the first phases of a successful global sales process optimization program with Westcon-Comstor , a global technology provider and specialist distributor.

Sales 52

Sales Multi-Channel 2024 Workshop 52

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

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. And that engaged employees can increase an organization’s sales by up to 20%? It is no secret that today’s retailers are faced with unique challenges.

Retail 397

Retail Customer Centricity Government Chief Customer Officer 397

Customer Bliss

FEBRUARY 23, 2016

Even B2B brands, which traditionally focuses on sales rather than organic customer growth, are starting to adopt this head of customer experience role in droves. This typically involves leading operational change, nurturing and developing employees, and hitting operational targets and metrics that improve the company.

Customer Experience 231

Customer Experience Chief Customer Officer Presentation E-support 231

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

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. Think about it: customer service teams, sales representatives, and support agents send hundreds – if not thousands – of emails each week. What is a Signature Survey?

Feedback 134

Feedback Customer Satisfaction Touchpoint Communication 134

CloudCherry

JULY 10, 2018

Having solid answers to these questions helps drive a smooth customer experience throughout your sales cycle, the delivery, use or implementation of your product, and through any ongoing post-sale interactions. Therefore companies need metrics to understand what success means. Customer Experience Metrics.

Measurement 199

Measurement Net Promoter Score NPS Touchpoint 199

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. Strategy First. Define Success Always!

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

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

C3Centricity

DECEMBER 10, 2024

The consumer landscape is transforming profoundly, presenting CPG companies with challenges and immense opportunities. The campaigns 7% sales increase demonstrates the power of personalisation in driving purchases. Why It Matters Livestream shopping is expected to reach $35 billion in US sales by 2024.

2025 108

2025 Consumers Competitive Advantage 2024 108

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

InMoment XI

SEPTEMBER 3, 2024

Whether it’s improving customer support, enhancing sales strategies, or driving product innovation, conversational analytics offers a wide range of applications and use cases that can significantly impact business outcomes. Scalability Scalability and efficiency present another set of challenges.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

JANUARY 16, 2019

In fact, organizations with a strategic approach to data outperform their peers by 85% in sales growth and by more than 25% in gross margins. Choose the metric that matters most. Many companies make the mistake of going overboard with metrics. Here’s how you can select this key metric: . Consideration.

Metrics 210

Metrics Touchpoint Presentation Feedback 210

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

InMoment XI

AUGUST 19, 2024

Customer Experience ROI is a critical metric that measures the financial impact of enhancing customer experiences. By improving customer interactions, businesses can see tangible benefits like increased sales, improved retention, and heightened customer loyalty. times faster than those that don’t. How to Prove CX ROI to Leadership?

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Think Customers

APRIL 10, 2025

For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives. Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience.

B2B 52

B2B Net Promoter Score Effort Score Financial 52

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement. What metrics do investors care about? What metrics do your investors and board care about?

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

Retently

NOVEMBER 29, 2024

For instance: In Ecommerce , a confusing checkout process can mean a lost sale. Post-Purchase Experience First impressions don’t end with the sale. Sales Process (B2B Specific) In B2B relationships, the sales process involves longer cycles and is more relationship-driven. This feedback can make or break a sale.

Events 120

Events Feedback Interaction E-support 120

Experience Investigators by 360Connext

MAY 12, 2020

We need to focus on sales, not customer experience. 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. The Reality: We Have Metrics Available, We Just Need to Use Them.

Contact Center 162

Contact Center Metrics Net Promoter Score Financial 162

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

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Shep Hyken, Chief Amazement Officer at Shepard Presentations. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

InMoment XI

SEPTEMBER 12, 2024

That’s why businesses need to keep track of customer churn, which is the metric used to measure how well you are retaining customers. When customers leave, your business loses the immediate sales from those customers and the potential for future revenue. What Is Customer Churn? Why Does Customer Churn Happen?

Social Media 195

Social Media Customers Measurement Metrics 195

eglobalis

SEPTEMBER 3, 2024

Everyone I spoke with offered different insights into these findings, suggesting numerous reasons why the platforms fall short: Perpetuating the fallacy that one number can tell a story and seeking to impress decision makers, platforms prioritise data presentation over actionable insights, to create ‘simple reporting’.

E-support 305

E-support Consulting Demo Feedback 305

CX Accelerator

OCTOBER 25, 2018

One of my all-time favorite sessions as a presenter was “The Case Against NPS” alongside Matt Beckwith. The question on the table…does the 15-year-old metric of NPS (Net Promoter Score) still have a place on CX dashboards? The bottom line is there is no "magic metric." NPS still has value.

Net Promoter Score 140

Net Promoter Score NPS Contact Center Metrics 140

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Product and process complexity.

Sales 98

Sales Customer Success Engagement Customers 98

ShepHyken

MARCH 30, 2025

Companies that excel at creating positive and memorable experiences often enjoy higher customer loyalty, increased sales, and a stronger brand reputation. My Comment: And speaking of CX metrics and feedback, heres an excellent article about consumer feedback. This is where consumer feedback proves invaluable.

2025 70

2025 Article Customer Service Magazine 70

GetFeedback

JUNE 22, 2019

Remember that your NPS survey represents a valuable customer loyalty metric. According to Forbes, consistent brand presentation across all platforms increases revenue by 23%. Your survey should speak to your customer just like a support rep or sales rep, not a robot. ” But it can also be so much more.

NPS 304

NPS Net Promoter Score Feedback Brands 304

ChurnZero

JANUARY 6, 2022

Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value. When people think of top-line growth, they often think of Sales. But Customer Success? Not so much. Health Scores.

Metrics 98

Metrics Customer Success Customer Journey Mapping Net Promoter Score 98

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

Experience Investigators by 360Connext

MARCH 8, 2021

You can create a learning path for an entire team or cohort, and that could mean a series of live training sessions, homework and group discussions, and whatever else you can present to educate. What are your top CX Metrics? . How are the insights achieved? How are those insights communicated to drive action?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271