GetFeedback

AUGUST 14, 2019

Measuring just a piece of this journey can seem short-sighted or not as powerful as other CX metrics, like Net Promoter Score (NPS). CX shouldn’t ever be measured by one metric alone. Customers and their experiences are complex and nuanced, so there’s no perfect metric. Use CSAT at key points in the sales process.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

InMoment XI

JANUARY 27, 2025

But what if a contact center could become a powerful sales engine, transforming routine support calls into avenues for growth? The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time.

Call Center 195

Call Center Contact Center Social Media Apparel 195

eglobalis

JUNE 27, 2024

Sales and delivery teams provide invaluable data through regular customer interactions. This can be achieved through training programs focused on empathy and customer service, performance metrics prioritizing customer satisfaction, and leadership modeling these priorities.

Customer Experience 460

Customer Experience Customer Centricity Net Promoter Score Government 460

eglobalis

OCTOBER 14, 2024

Forrester [link] Forrester offers CX Certification designed for professionals looking to advance in customer experience strategy, metrics, and management, based on Forrester’s renowned research-based approach. Their programs emphasize data analytics and feedback management, leveraging their own software.

Customer Experience 454

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 454

InMoment XI

APRIL 9, 2025

Sales forecasting is essential for anticipating demand, allocating resources, and setting realistic revenue goals. However, according to Gartner research, forecasting is one of the top areas where sales operations functions are least effective. It strengthens sales strategies. What Factors Impact Sales Forecasting Accuracy?

Sales 195

Sales Competitive Advantage Omnichannel Social Media 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

DECEMBER 18, 2024

It increases sales and conversions. It uses metrics from AI-enabled text analysis to evaluate how well agents respond and handle conversations. They analyze historical data, trends, and real-time metrics to forecast customer demand accurately. These reports use charts, graphs, and summaries to visualize for stakeholders.

Contact Center 195

Contact Center Customer Satisfaction ROI Call Center 195

InMoment XI

NOVEMBER 14, 2024

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. Analyze Data Consistent analysis is key to spotting trends and improving key metrics.

Social Media 195

Social Media Multi-Channel Metrics 2024 195

eglobalis

OCTOBER 1, 2024

For example, imagine your marketing department running a campaign without proper alignment with sales, causing confusion in customer messaging and missed opportunities. A practical example is creating a steering committee that includes representatives from marketing, sales, customer service, IT, finance, and operations. The result?

2020 450

2020 Customer Journey Mapping Culture Innovation 450

Integrity Solutions

MARCH 11, 2025

Improving sales performance is key to business growth, particularly in a constantly changing environment. Last year, Salesforce reported 67% of sales reps surveyed didn’t expect to meet their quota, and 84% missed it the previous year.

Sales 52

Sales Metrics Technology Customer Relationships 52

InMoment XI

OCTOBER 25, 2024

How Reputation Management Impacts A Restaurant Reputation management impacts a restaurant in terms of public opinion and business metrics. These improvements drive sales and revenue. As a result, the restaurant improved the “speed of service” metric by 47%. It results in increased revenue. It boosts customer trust and loyalty.

Feedback 195

Feedback Management Social Media 2024 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

Experience Investigators by 360Connext

OCTOBER 11, 2024

A customer buys new software for their business but is having trouble getting everything up and running, so they email the sales representative they worked with. A customer receives the wrong item in their shipment and needs help making it right, so they open the store app to contact support.

Customer Service 270

Customer Service Customer Journey Mapping Leadership Connections 270

InMoment XI

NOVEMBER 7, 2024

Sales Teams Through automated, data-driven triggers, sales teams can leverage customer experience automation to interact with leads at the right moments. Using customer experience automation tools throughout the sales process, sales teams can nurture leads more effectively and close deals faster. InMoment 2. Salesforce 4.

Customer Experience 195

Customer Experience 2024 E-support Touchpoint 195

eglobalis

JANUARY 20, 2025

In this context , loyalty becomes more than just a metric; it is an indicator of long-term partnership strength. Unlike B2C relationships, which often revolve around needs, impulse and emotional buying, B2B relationships are built on a foundation of trust, consistent delivery, and mutual value creation.

B2B 427

B2B Loyalty Workshop Loyalty Programs 427

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

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 159

Metrics Customer Service Workshop Measurement 159

Experience Investigators by 360Connext

DECEMBER 10, 2024

Getting Real about CX Metrics When measuring the results of your CX actions, its easy for leaders to get into a cycle of measuring feedback metrics like Net Promoter Score (NPS), customer effort score, or customer satisfaction (CSAT) rate and reporting on those monthly. Showcase efficiency gains.

ROI 143

ROI Customer Experience Touchpoint Customer Journey Mapping 143

CX Accelerator

AUGUST 19, 2019

It helps you, as a CX Manager, focus on the metrics that are important. They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. Finally, they will also want to see the key Outcome metrics which measure what action customers took as a result of their perceptions.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

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

CSM Magazine

MARCH 13, 2025

The Importance of Measuring Customer Satisfaction Customer satisfaction is more than just a feel-good metric. Customer feedback, when combined with satisfaction metrics, becomes a powerful tool for shaping business decisions. At its core, satisfaction metrics are the compass for strategic planning.

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Net Promoter Score 52

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. First, you need to create a CX metrics program. Set realistic goals of your key CX metric based on how it relates to business results. .

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

BlueOcean

OCTOBER 21, 2024

Calculating Lifetime Customer Value Obviously, the full impact of losing customers isn’t as simple as the loss of one particular sale or the associated make-good. While companies are increasingly tracking customer lifetime value (LTV), the accuracy of the key metric still often falls short.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

eglobalis

JULY 31, 2024

Social Media Management Tools Tools such as Hootsuite, Hubspot and Sprout Social among many players allow businesses to manage their social media presence, schedule posts, and track engagement metrics. These platforms also offer social listening capabilities to monitor customer sentiment and respond proactively.

Customer Experience 434

Customer Experience Social Media 2024 B2B 434

InMoment XI

DECEMBER 30, 2021

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? Do you have an employee pulse metric by division, region, or queue? What are you doing with it?

Webinar 370

Webinar Metrics Touchpoint Customer Journey 370

CSM Magazine

NOVEMBER 26, 2024

This particular tool has the potential to greatly augment sales figures if employed strategically. Understanding Poshmark Offers The Poshmark Offers feature enables sellers to haggle prices with buyers by sending them offers at reduced prices when they show interest in an item for sale.

Sales 52

Sales Fashion Consumers Metrics 52

eglobalis

SEPTEMBER 16, 2024

Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints. Mapping key touch-points—such as contract negotiations, product demos, and post-sales support—can highlight areas where you can enhance the experience.

B2B 382

B2B Customer Experience Customer Centricity Omnichannel 382

InMoment XI

NOVEMBER 26, 2024

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. It is particularly useful for aligning teams across multiple departments, such as marketing, sales, and customer success.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 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

InMoment XI

AUGUST 3, 2022

Despite their global and loyal fanbase, the quick service restaurant chain experienced a period of stalled sales and mixed reception to marketing messages. Their revolutionary blend of quick-service speed and made-for-you care helped them create as many smiles as they did sandwiches. . Strategy #4: Proving ROI Using Purpose-Driven Results.

Customer Experience 397

Customer Experience Guest Experience Return on Investment ROI 397

inQuba

MARCH 12, 2025

By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. This post will explore how to effectively measure and optimize emotional marketing strategies to achieve better sales and customer retention. High engagement indicates strong emotional resonance and interest among viewers.

ROI 52

ROI Customer Retention Connections Measurement 52

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. It’s an extra handy thing to add to their sales playbook. Keep Going.

Net Promoter Score 368

Net Promoter Score Customer Retention NPS Social Media 368

SurveySensum

NOVEMBER 1, 2024

Customer loyalty often looks at buying again because of rewards or sales, but brand loyalty goes beyond that. You can measure conative loyalty by looking at metrics like customer retention rate and loyalty program participation. Key metrics here include NPS , CLV, and repurchase rate.

Loyalty 52

Loyalty Customer Relationships Brands Sales 52

Retently

OCTOBER 11, 2024

Focusing on key CX metrics like NPS, CSAT, and CES, it helps brands gain critical insights into customer interactions while ensuring support teams consistently deliver top-quality service. These tools integrate seamlessly with broader CX metrics for a comprehensive view of customer satisfaction.

Retail 134

Retail 2024 Customer Service Feedback 134

Experience Investigators by 360Connext

JANUARY 28, 2020

Only 30% of Sales leaders strongly agreed they can even measure customer experience improvements , in a study by Oracle in 2019. Your leadership team and executives probably understand that it’s not acceptable to simply skip investing in sales, marketing or customer service. Of course, it’s not just one metric.

2020 250

2020 Net Promoter Score ROI Metrics 250

GetFeedback

DECEMBER 26, 2018

Sales interactions. Sales and product satisfaction. Surveys using the CSAT metric will typically follow this format, with an optional, open-ended follow-up question. Sales can use post-purchase feedback to refine their sales process and increase wins. Customer onboarding. Conference and event feedback.

Customer Satisfaction 286

Customer Satisfaction Measurement Net Promoter Score Feedback 286

InMoment XI

FEBRUARY 3, 2025

The possibilities here are wide-ranging, depending on what a business offers and how real-time events might affect sales. Identify key location-based metrics : Some metrics have highly localized value, while others arent as useful at the location level.

Social Media 195

Social Media Events Call Center Multi-Channel 195