InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement User Experience 64

BlueOcean

MARCH 24, 2025

Because we didnt know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys a metric that didnt even appear in our SOW. Do metrics need to be adjusted? Are service levels being executed?

Contact Center 156

Contact Center Automotive Metrics Roadmap 156

InMoment XI

AUGUST 3, 2022

However, numbers and metrics alone aren’t going to get you the employee retention you need to create meaningful experiences—taking meaningful action is the only step that’s going to get you there. So, with that in mind, shift your paradigm if you haven’t already to designing your experience program with the end in mind.

Employee Experience 418

Employee Experience Brands Roadmap 2021 418

Experience Investigators by 360Connext

JANUARY 5, 2022

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. . Related Resources: [Guide] SMIRC Goals checklist.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Customer Bliss

JANUARY 29, 2015

You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. You have committed to assign new cross-company metrics to the delivery of those experiences. You have created a roadmap that is being actively communicated as you progress.

Customer Experience 180

Customer Experience Roadmap Metrics Customers 180

InMoment XI

JULY 13, 2022

Simple to understand, this powerful metric can give you a wealth of information that you can use to improve your brand. NPS is a metric designed to measure customer experience. Feed this data back into your product roadmap and to your sales team. What Is Net Promoter Score? Changing this can instantly boost results. Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

Retently

MARCH 11, 2025

Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. By translating feedback into strategy and keeping teams aligned on customer needs, they turn CX from just another metric into a real competitive advantage. Whats included in a CX roadmap?

Management 115

Management Customer Experience Roadmap NPS 115

BlueOcean

SEPTEMBER 17, 2020

If that suite doesn’t include the specific metrics that align with your goals, now is the time to get started on developing custom reports. The post From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program appeared first on Blue Ocean. At Blue Ocean, we’re all about strategic partnership. You deserve it.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. Chief Customer Officers measure the gold, blue, and silver metrics shown above. Therefore, it’s lagging.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

InMoment XI

AUGUST 17, 2023

The Net Promoter Score (NPS) metric reveals the essence of customer sentiment and unlocks the path to business success, so it is important that you take the time to uncover net promoter score drivers. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Metrics User Experience Feedback 96

eglobalis

SEPTEMBER 19, 2024

Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement. Tie Rewards to Customer Metrics: Link bonuses or recognition awards to specific improvements in CX, reinforcing the importance of customer-centric efforts.

Customer Experience 295

Customer Experience Leadership Innovation Workshop 295

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

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity Metrics Customer Satisfaction 104

Wootric

NOVEMBER 4, 2020

But “it” is a multi-layered concept, and to truly understand customer experience at scale, you may need to track three very important metrics. Of course, no single metric is going to give you a complete picture, and you will have to discover how to adapt the big three to your business case. Customer Satisfaction ( CSAT/PSAT ).

NPS 122

NPS Net Promoter Score Metrics Effort Score 122

Customer Bliss

JUNE 16, 2015

Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery. Utilize data – surveys, new research and customer metrics. The silos usually pick their projects and plan their budgets independent of one another.

Management 195

Management Social Media Roadmap Metrics 195

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. What Metrics Should Marketers Track to Evaluate Success? These metrics should align with business goals and customer behavior patterns. Revenue Metrics: Repeat purchase rate, average order value, and lifetime value.

Multi-Channel 52

Multi-Channel Roadmap Touchpoint Metrics 52

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Definition Travel Consulting 98

Customer Bliss

MAY 5, 2015

Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points. Inhibitor 4: Attaching Metrics to Outcome Metrics rather than Operational Metrics People Can Impact. It’s very enticing to jump to the outcome metrics such as survey scores.

Customer Experience 189

Customer Experience Net Promoter Score Roadmap Metrics 189

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 440

2020 Customer Journey Mapping Culture Innovation 440

Win the Customer

JANUARY 2, 2025

Identifying AI Opportunities: They must be able to identify potential applications of AI within the product roadmap to enhance CX, such as improving customer segmentation, personalizing product recommendations, and optimizing customer support workflows.

Management 59

Management Return on Investment Roadmap Metrics 59

Customer Bliss

NOVEMBER 29, 2016

Create a roadmap with simple initial wins. Establish baseline metrics for defining performance. Unite the senior leadership team on goals and metrics, guiding principles and tenets of the business. Metrics measurement improvement. Understand often competing agendas and metrics. Communication. Leadership engagement.

Chief Customer Officer 217

Chief Customer Officer Leadership Metrics Roadmap 217

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 509

Feedback ROI Innovation B2B 509

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. The good news is that there are roadmaps to follow, such as Heather’s, to lay the groundwork and then build a thriving community. 1: Define your digital community’s needs.

Roadmap 52

Roadmap Competitive Advantage B2B 2024 52

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. Agent and Coach Performance Metrics : Evaluate agent and team performance with detailed scorecards highlighting strengths and areas for improvement.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. The right strategy will help you improve customer loyalty metrics. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. What would help them?

Feedback 62

Feedback Roadmap NPS Loyalty 62

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Definition Travel Consulting 78

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

If metrics like retention rate, lifetime customer value, and new leads from referrals are important to your company, then great customer experience is too. Incorporate customer feedback data and quotes into project plans and product roadmaps. Great customer experience means better business results. How Does Your Organization Score?

Culture 251

Culture Lifetime Customer Customer Centricity Communication 251

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? We had our 2020 plans.

Roadmap 323

Roadmap Customer Journey Mapping Leadership 2020 323

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Customer Centricity 195

Customer Bliss

MARCH 26, 2015

Do you have a central roadmap that everyone follows on how you’ll drive the customer work and measure progress? How about consistent metrics everyone agrees to? We have metrics galore in our companies and of course the ‘customer’ is now on our scorecards. I didn’t think so. They want them to happen. They’ve always wanted them.

Chief Customer Officer 183

Chief Customer Officer Metrics Roadmap Connections 183

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! This can include customer feedback, financial data, behavioral analytics, operational metrics, and industry benchmarks. Determine what a specific measurable outcome would look like.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

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

DECEMBER 21, 2018

If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric. Or maybe customers are asking for a service that’s already on the roadmap. Learn more about product surveys.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Gainsight

AUGUST 14, 2019

There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. If internal teams fail to adopt product usage metrics to their full extent, product experience will not be evaluated sufficiently. Product Data: The Single Source of Truth.

Metrics 107

Metrics Measurement NPS Customer Journey 107

Gainsight

JANUARY 10, 2025

Findings show that organizations increasingly prioritize Gross Revenue Retention (GRR) as a key performance metric, with 55% of companies using GRR as a top measurement. 76% of companies indicated customer retention as another primary revenue metric utilized.

2025 52

2025 B2B 2024 Chief Customer Officer 52