InMoment XI

AUGUST 17, 2023

Take NPS from a Score to a Strategic Advantage In today’s fiercely competitive business environment, customer satisfaction is paramount to success. Happy customers become brand advocates, fueling growth through positive customer feedback.

Net Promoter Score 493

Net Promoter Score Self Service Effort Score NPS 493

Horizon CX

JUNE 5, 2023

Reasons for the Perception Gap: Internal Focus: Senior leaders, consumed by internal metrics and operational priorities, may become detached from the reality of customer experiences. This inward focus can cloud their perception of what customers truly value.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here is the link.

Case Study 52

Case Study Customer Centricity Social Media Competitive Advantage 52

Experience Investigators by 360Connext

JANUARY 10, 2023

You asked your frontline teams, like customer service agents and customer success managers, about what they were hearing directly from customers. Guide] Customer Listening Assessment Guidebook. You showed your sales leaders how their numbers were directly tied to a stronger customer experience for all customers.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Education Services Group

JANUARY 4, 2023

It’s no secret that 2022 was a little bumpy for business, yet we saw many Customer Success leaders meeting industry challenges head-on. While it’s hard to predict what will happen in 2023, we all still try to plan ahead as much as possible. We put together five top-notch New Year’s resolutions for Customer Success in 2023.

Customer Success 52

Customer Success Leadership Metrics Customers 52

Horizon CX

DECEMBER 1, 2023

Drawing parallels with the timeless narrative of “Death of a Salesman,” we uncover the dynamics of selling not just a product but a mindset, while also examining the emotional mindset of leaders who often prioritize revenues and profits over customer-centric approaches.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Blake Morgan

JULY 1, 2023

Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways. But they have to understand their customers and the industry first.

Self Service 59

Self Service Customer Experience Contact Center Chatbots 59

Horizon CX

JUNE 27, 2023

The promises made through marketing campaigns must be delivered consistently throughout the customer journey. Customer-Centric Culture: Cultivate a customer-centric culture that values exceptional service delivery and reinforces the importance of aligning with the brand promise.

Customer Experience 130

Customer Experience Customer Centricity Culture Brands 130

Gainsight

JANUARY 4, 2023

And when asked what the most important metric is in response to the downturn, 46% of the SaaS CEOs said Net Revenue Retention—which happens to be the north star metric of customer success. CEOs: It’s Time to Double Down on Your Customers. Why Bridging the SaaS User-Buyer Divide Is Key to Improving Customer Retention.

Resources 52

Resources Customer Success eBook Healthcare 52

CX University

JANUARY 30, 2024

The Net Promoter Score (NPS) is a key metric for measuring customer loyalty and satisfaction. CX University emphasizes the importance of taking customer feedback seriously and using the NPS metric to enhance its programs and offerings. NPS provides useful comparative data across industries. Healthcare +36.42

Net Promoter Score 52

Net Promoter Score NPS Insurance B2C 52

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc. The purpose of a large multinational: “To put a Smile on our customers’ faces today and tomorrow.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

ShepHyken

JANUARY 15, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Here’s a look at the top CX trends that brands should be aware of in 2023.

Customer Service 48

Customer Service Customer Satisfaction Trends Loyalty 48

Gainsight

MAY 18, 2023

By adopting Gainsight, the CS team has been able to provide clear metrics and milestone reporting to their Executive team, route customer feedback to their Product team, and set clear goals for their CSMs. HMH has accomplished this transformation with an unwavering commitment to the success of their teammates, customers, and community.

Customer Success 52

Customer Success Software Customer Journeys Analytics 52

Method:CRM

MARCH 28, 2023

In 2023, customer experience is going to play a bigger role in businesses than ever before. To stay ahead of the curve and create a good customer experience, companies need a clear customer-centric strategy. This blog dives into some of the ways you can provide the best customer experience.

Customer Experience 52

Customer Experience Self Service How To Net Promoter Score 52

SurveySparrow

JUNE 27, 2023

Understanding customers can be tricky, but customer journey analytics tools are here to help. They show you how customers interact with your business. This blog is about the ten best tools you can use in 2023 to improve your customer experiences. What is Customer Journey Analytics?

Customer Journeys 52

Customer Journeys Analytics Tools Analysis 52

SurveySparrow

MARCH 29, 2023

You will be able to connect different business parts and make them work in tandem for a seamless customer experience. It will help you prioritize activities that will impact your business directly. Find ways to be more customer-centric. The objective should be to maximize your ROI from the customer.

Customer Journeys 52

Customer Journeys Ecommerce Touchpoint Social Media 52

Horizon CX

MAY 19, 2023

A Customer Experience Manager can play a valuable role in leading organizational transformation, particularly when the transformation is focused on improving customer experience and driving customer-centricity.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Totango

MARCH 21, 2023

Their discussion covered three key strategies for powering up customer success. Organize your communication channels Nick Chang recognizes that it can be challenging to build a customer-centric framework. In 2023, Totango is taking its show on the road. Curious about where we’re going next?

Customer Journeys 81

Customer Journeys Self Service Metrics Customer Success 81

Optimove

DECEMBER 28, 2023

Enhance your customer segmentation with our advanced guide Download Now Why it Matters: From responsible AI use to journey orchestration, these are the places you should put your focus to elevate your CRM Marketing in the new year. It’s a shift towards metrics that truly matter and contribute to your business objectives.

CRM 69

CRM Marketing Social Media Analysis 69

ChurnZero

JANUARY 25, 2024

KPIs now include not just customer satisfaction scores but also revenue-related metrics like renewal rates, upsell and cross sell targets, and customer lifetime value. In 2024, tracking these metrics and demonstrating their impact are essential skills for CS professionals.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Strativity

NOVEMBER 28, 2022

Unlike in 2008, consumers today have a greater expectation for personalization and a customer-centric approach to engagement. Brand tracking partners must be focused on metrics that reduce bias and have culturally relevant insights.

Connections 98

Connections Brands Culture Consumers 98

CSM Magazine

OCTOBER 17, 2023

Ed Creasey shares a 3 point plan based on findings from Calabrio’s latest State of the Contact Centre Report 2023: Activating the Agent of the Future , to prepare your operation. What is interesting is that AI is considered to be the most effective as a tool to help agents rather than customers.

Self Service 52

Self Service Contact Center Customer Centricity Effort Score 52

CSM Magazine

JUNE 7, 2023

Trust forms the foundation of strong customer relationships, which can lead to loyalty, repeat business, and positive word-of-mouth recommendations. However, convincing your customers to trust you might not be as easy as you imagine, as you will require a combination of consistency, transparency, and a customer-centric approach.

Tips 52

Tips Social Media Policies Case Study 52

Lumoa

MAY 9, 2023

For reference, that’s about 100 times the size of the 2023 English Wikipedia. So, in practice, the sentiment can become an unactionable ‘vanity metric’ unless it’s bound to the cause of the sentiment and to some kind of trend analysis. The use of this model solves many issues.

Analysis 208

Analysis Feedback Customer Experience Customers 208

AWS Machine Learning

NOVEMBER 24, 2023

SageMaker Canvas now collects Amazon CloudWatch metrics that provide insight into app usage and idleness. Customers can use this information to shut down automatically idle SageMaker Canvas applications to avoiding incurring unintended costs. This metric can be read via Amazon CloudWatch API such as get_metric_data.

Metrics 86

Metrics Resources Analysis How To 86

ShepHyken

FEBRUARY 25, 2024

This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe.

Customer Service 62

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 62

CSM Magazine

OCTOBER 24, 2023

2023 ONE Award Winners Brand Guardian: Support Services Group The ‘Brand Guardian’ , safeguarding and enhancing the brand, was awarded to Support Services Group. Unifier: Peckham The ‘Unifier’ , understanding the value of sharing customer insights across an organisation, was awarded to Peckham.

Connections 52

Connections Contact Center Analytics Innovation 52

Support EXP

DECEMBER 6, 2022

Looking Forward: Evolving Demands – Impact Unknown Now – looking forward, a host of macroeconomic, technological, regulatory and competitive forces loom, as charted in Deloitte’s 2023 Banking and Capital Markets Outlook. Chief among these, in the retail banking sector, are evolving customer preferences and greater demand for personalization.

Banking 52

Banking Strategy Financial Customer Satisfaction 52

Support EXP

DECEMBER 6, 2022

If you have navigated the challenges of the last 3 years in such a way that your key CX metrics (whether NPS, CSAT, CES), have recovered quickly from their impact…. then you just might be well positioned for tackling the challenges of 2023. These are the realities banking executives will face in 2023. A Time of Conviction.

Banking 52

Banking Strategy Financial Customer Satisfaction 52

CSM Magazine

NOVEMBER 14, 2023

The good news is contact centres from all parts of the world recognize the importance of agent wellbeing in meeting customer demands. The majority (80%) or more rank agent engagement scores as the top measurement metric of the future ahead of traditional customer-centric KPIs such as customer effort (81%) and average handle time (80%).

Self Service 52

Self Service Average Handle Time Contact Center Training 52

ShepHyken

JANUARY 16, 2023

The authors base their findings on research at the ACSI — analyzing millions of customer data points — and research that we conducted for The Reign of the Customer: Customer-Centric Approaches to Improving Customer Satisfaction. Top Customer Experience Trends You Should Watch in 2023 by Scott Clark.

Customer Service 15

Customer Service Customer Satisfaction Trends Loyalty 15

ShepHyken

MAY 4, 2023

This means that it is critical for customer service professionals to have the best tools and processes in place to handle these inquiries efficiently and effectively. Customer service productivity is vital to meeting customers’ needs in 2023 and beyond.

Exceptional Customer Service 62

Exceptional Customer Service Self Service Customer Service Net Promoter Score 62

CX University

MARCH 18, 2024

By tailoring recommendations based on user feedback and purchase history, the company enhances customer satisfaction and retention. This approach significantly improved customer engagement and loyalty. 2023, March 19). 2023, November 24). 12 Hyper Personalization Statistics That Demonstrate Value. link] Wedia Group.

Customer Experience 52

Customer Experience Retail Customer Retention Loyalty 52

Lumoa

AUGUST 8, 2023

By asking relevant and targeted questions, you can create a comprehensive picture of customer sentiment and gain valuable insights into what customers want from your brand. Net Promoter Score (NPS) question: This is a popular metric used to measure customer loyalty and satisfaction. Download your copy now!

Analysis 208

Analysis Survey Feedback How To 208

Gainsight

MARCH 24, 2022

If you want to line up your team’s goals with the broader company mission, nail down your organization’s north star metric. Your north star is the essential metric that helps you measure success and guides all of your efforts. It’s why Gartner predicts 80% of IT companies will shift to fit product-centered operating models by 2023.

Roadmap 52

Roadmap Analytics Metrics Feedback 52

BirdEye

JANUARY 25, 2024

In 2023, the digital landscape witnessed a revolution, and Google Business Profiles (GBPs) were at its heart. From cozy corner cafes to towering corporate offices, Google Business Profiles have become the arena where businesses compete for visibility and connect with their customers like never before.

Automotive 57

Automotive Hospitality Healthcare Retail 57

BirdEye

MAY 18, 2023

Knowing which of the various digital marketing tools to choose in 2023 and beyond will be crucial. And that’s a tall order since experts say there are roughly over 9,900 marketing tools available in 2023. But it’s how you’ll retain your customer base and outperform your competition.

Tools 52

Tools Marketing Social Media e-support 52