CloudCherry

MARCH 28, 2019

Journey-based insights. Everyone is talking about journeys. But 99% of enterprises don’t bring those journeys into their CX programs. If you’re lucky, you might get your design team to take the sticky notes off the wall and put together a well-designed map. If they were successful, NPS increased.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

CloudCherry

MARCH 19, 2019

NPS can’t be your North Star. Traditional CX metrics like customer satisfaction, customer effort and NPS are not directly tied to making money moves. NPS was always meant to be a proxy for true customer loyalty, because we didn’t have the means to measure it before. Importance of Journey Mapping.

Financial 218

Financial Metrics Customer Journeys NPS 218

CloudCherry

DECEMBER 1, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Member Journey Mapping.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

What credit unions need is a CEM that moves beyond describing the member experience to start providing the insights and driving the actions to improve it. Here are three areas from the CloudCherry CEM Platform that provide valuable and useful data to drive change. Member Journey Mapping.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. When mapping out these touchpoints to better understand the customer journey, some companies will identify 5 to 10 touchpoints, while others might identify 50 or 100. Customer experience is cumulative. Print this article.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), These are: Customer Journey Optimization. This year’s crop of candidates was quite competitive. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SmartKarrot

JULY 26, 2021

CX Metrics are the KPIs used by a company to track customer feedback. Here are some popular CX metrics – Net Promoter Score (NPS) Customer Satisfaction (CSAT) Customer Effort Score (CES). Other ways to measure customer experience include churn rate, customer lifetime value (CLV), and retention rate.

Customer Journeys 11

Customer Journeys Customer Experience Net Promoter Score Self Service 11