Pointillist

AUGUST 14, 2018

Customer journey analytics is a whole new approach to analytics that involves having a journey-based mindset and being customer-obsessed. How you deploy customer journey analytics organizationally—and not just the software you choose—will make all the difference for achieving long-term success.

Customer Journeys 41

Customer Journeys Analytics How To Metrics 41

SurveySensum

AUGUST 22, 2023

Upgrade ROI. Updates reflecting user wishes get higher adoption rates, boosting ROI. Valuing customer opinions builds trust, crucial for strong B2B relationships. Feedback drives data-backed decisions, aligning your SaaS roadmap with what truly matters. Also, create a resourceful knowledge base like FAQs, guides, etc.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

inmoment

JANUARY 21, 2020

A CX charter is a set of statements about a company’s aspirations and its customer journey. As previously mentioned, the most effective CX charters contain a set of aspirational, implicit statements meant to guide a company’s experience vision, as well as a description of a brand’s high-level customer journey.

Customer Experience 52

Customer Experience Roadmap Customer Journeys Touchpoint 52

Thematic

APRIL 17, 2024

Analyze for actionable insights: Customer experience analytics identifies the key pain points and opportunities. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Analyze for actionable insights: Customer experience analytics identifies the key pain points and opportunities. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Analyze for actionable insights: Customer experience analytics identifies the key pain points and opportunities. Analyze the data to determine the main drivers of loyalty or satisfaction, and ways to optimize experiences for different customer segments and across the customer journey.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

ClearAction

DECEMBER 31, 2016

Adjust policies in customers’ favor. Scrutinize loyalty/retention and other efforts for win-win, mutual value and ROI — from the customer’s viewpoint. Why this will accelerate results: Customers want consistency. Customer Journey Mapping — resolve to drive collaboration.

Customer Experience 81

Customer Experience Customer Journeys Roadmap Customers 81

inmoment

JANUARY 21, 2020

A CX charter is a set of statements about a company’s aspirations and its customer journey. As previously mentioned, the most effective CX charters contain a set of aspirational, implicit statements meant to guide a company’s experience vision, as well as a description of a brand’s high-level customer journey.

Customer Experience 40

Customer Experience Roadmap Customer Journeys Touchpoint 40

Comm100

JANUARY 14, 2020

By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.

Omni-Channel 100

Omni-Channel Social Media Knowledge Base Touchpoint 100

Thematic

MARCH 27, 2023

These initiatives typically require company wide buy-in, budget and resourcing, and can’t be dealt with by a single person or department. Strategy and a customer centric mindset are required to reap the fruits of your labour. 4 tips to help you mature your programme: Tip #1: Have a plan; create a strategy and a roadmap.

Tips 71

Tips Customer Centricity Feedback Social Media 71

Thematic

APRIL 3, 2024

It encompasses both direct feedback – what customers explicitly tell you through surveys, reviews, or conversations – and indirect feedback –  the behaviors, preferences, and sentiments expressed through actions like website interactions, purchase patterns, and social media engagement. " mentality.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

Thematic

MAY 22, 2019

Such as: proving customer experience ROI scaling CX across international borders, and best practices for prioritizing CX for the C-suite. Proving Customer Experience ROI. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections.

Exercises 97

Exercises ROI Conference Video 97

ECXO

DECEMBER 26, 2023

Using Behavioural Science in Marketing: Drive Customer Action and Loyalty by Prompting Instinctive Responses by Nancy Harhut. Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

inSided

OCTOBER 1, 2022

These were some of their top challenges: Fractured customer experience : Customers need to visit different places to access content, with low navigability of available resources and a jarring gap between the pre- and post-sale customer experience. Or, simply put: create one place for your customers to go.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

Gainsight

AUGUST 14, 2019

Since the beginning of business, we’ve been on a journey to accurately evaluate and predict customer needs. For people in Product, delivering products your customers love is just one of the challenges. You then have to optimize users’ ROI, increase adoption, and accurately discover your customer journey bottlenecks.

Metrics 107

Metrics Analytics Effort Score Measurement 107

SurveyGizmo

DECEMBER 21, 2022

The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster. It is more important than ever to be able to identify gaps in the customer experience down to the individual ID.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

CustomerSuccessBox

DECEMBER 9, 2021

Customer Success is more relevant to your business more so for SaaS companies and you need to understand the nuances of the roadmap forward. Customer Success is a tricky department because it does not yield instant ROI. Additional Resources : 7 data points that drive Retention. Customer Satisfaction Score (CSAT).

Measurement 52

Measurement Net Promoter Score Customer Success NPS 52

SurveySensum

OCTOBER 4, 2023

Ease of Use The tool should be user-friendliness for both customers and your team. Cost Consider the pricing structure and ROI potential, as cost-effective feedback tools can help automotive businesses make informed decisions while optimizing resources. Cons The integrations are limited however, they’re in the roadmap.

Automotive 52

Automotive Tools Feedback CRM 52

Gainsight

MAY 3, 2020

Last week we were treated to a lively conversation with Eric de Jager, President at Harbor Products Group, and our very own Tyler McNally, VP of Customer Experience who really proved how vital it is for Product Leaders and Customer Success leaders to partner during these uncertain times. Increased needs of ROI for the customers.

Customer Success 59

Customer Success Customer Experience Roadmap ROI 59

ECXO

DECEMBER 20, 2023

Get executive buy-in, build a cross-functional team and bring data to the C-Suite and leadership teams Get senior buy-in and align stakeholders around the new CDP / personalisation roadmap. What internal resources, skills and processes are needed to design and implement the plan? This makes it easier to prove ROI.

Customer Experience 52

Customer Experience Effort Score B2B ROI 52

SmartKarrot

DECEMBER 4, 2023

Sana highlights the symbiotic relationship, where CSMs and support teams serve as valuable resources for education teams. By tapping into their knowledge of customer pain points, frequently asked questions, and product usage, education teams can build a roadmap for long-term training initiatives.

Customer Success 10

Customer Success ROI Return on Investment Roadmap 10

SurveySparrow

DECEMBER 14, 2020

To implement it well, though, you need to be able to measure returns on your customer experience strategy. Otherwise, your money might be used up in initiatives that don’t improve CX and instead just drain resources. Identifying such potholes is key to a good customer experience. Except, there is.

Customer Experience Management 52

Customer Experience Management Measurement Customer Experience Net Promoter Score 52

CSM Practice

OCTOBER 10, 2018

Segmentation: Your customer classification. Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. Playbook: What is included in your playbook and it’s used.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Segmentation: Your customer classification. Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. Playbook: What is included in your playbook and it’s used.

Customer Success 49

Customer Success Chief Customer Officer ROI Customers 49

CSM Practice

OCTOBER 10, 2018

Segmentation: Your customer classification. Resources: Resources that you provide for your customer’s success. Onboarding: How are you helping your customer to ramp up to full productivity. Relationship: Your customer engagement model. Playbook: What is included in your playbook and it’s used.

Customer Success 49

Customer Success Chief Customer Officer ROI Roadmap 49

Gainsight

OCTOBER 30, 2018

Depending on how long your contracts are, you may not realize you have a problem with your customer journey until it’s too late. Mitigate churn risks by paying close attention to your customers’ desired outcomes before and during their use with your product. 2: Churn is scaring away investors. They’re heeeeee-re.

ROI 61

ROI Customer Retention Social Media Roadmap 61

Retently

FEBRUARY 21, 2024

survey data helps identify effective marketing channels, adapt campaigns for better ROI, and build stronger customer relationships through informed strategy adjustments. Understanding your marketing channels Having a clear understanding of your marketing channels is like having a roadmap to guide your marketing efforts.

Survey 78

Survey Social Media Advertising Analysis 78

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. In this guide, we’ll show you just how valuable customer feedback can be, and give some actionable tips on how to collect and act on it. Monitor Social Media.

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

CX Journey

NOVEMBER 6, 2014

Who on your team has time to roadmap and communicate your customer experience vision and execute the comprehensive VoC strategy to inform that plan? If personnel resources are plentiful, then executing VoC and CX efforts in-house can be quick and efficient. customer experience voc voice of customer'

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

Thematic

MAY 19, 2022

Product ops also maintain templates, guidelines and how-to resources. They leverage product and customer insights to identify potential improvements and inform decisions across all areas of the company, from product through to other departments like customer support.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Solvvy

OCTOBER 25, 2022

Customer feedback – such as the information you collect through the customer satisfaction index model – can provide insights into their intentions. . Another way to understand the likelihood of future purchases is to use customer data to map the customer journey of loyal customers.

Customer Satisfaction 62

Customer Satisfaction Measurement Effort Score How To 62

SurveySensum

SEPTEMBER 11, 2023

A low CAC relative to customer lifetime value indicates efficient customer acquisition. Conversion Rate: Conversion rate metrics evaluate the effectiveness of your sales and marketing efforts at different stages of the customer journey. To calculate ROAS and ROI, use the following formula: 7. To calculate QLVR: 6.

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

SmartKarrot

OCTOBER 13, 2023

Onboarding is an underlying phase in the customer journey, setting the tone for the entire lifecycle of the customer-product relationship. They report that customers who undergo a comprehensive and efficient onboarding experience are 75% more likely to stay with that company for three years or longer.

ROI 10

ROI Analysis Training Feedback 10

Gainsight

AUGUST 10, 2020

Many executives were looking to understand who owned critical phases of the customer journey like renewals and expansions. What are the best practices of cross-functional collaboration, and how has the increased need for customer growth impacted incentive plans? They also explained their various customer health tactics.

Leadership 59

Leadership Groups Customer Success Hotels 59

CustomerSuccessBox

JUNE 8, 2022

They just, you know, something happened with the processes with the way that the onboarding was handled, that sort of failed the customer, they didn’t prepare them the right way, they didn’t dedicate the right resources, they didn’t rely on expectations properly. Losing customers whenever this happens.

Management 52

Management How To Effort Score Customer Success 52

SmartKarrot

DECEMBER 3, 2021

Scale and improve process and tools by up-leveling & implementing new tools that further critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback. Build relationships with clients based on your ability to earn their trust and deliver value.

Customer Success 19

Customer Success NPS Roadmap Metrics 19

Wootric CX Blog

AUGUST 4, 2020

And we’re going to explain how it all works, and how you can start using it to get better ROI for your business right now. Part 1: Making the case for CLV as the key metric for your customer experience strategy. But, you’ll also need metrics that tell you, more granularly, what’s going on and why at each stage of the customer journey.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52