InMoment XI

NOVEMBER 2, 2022

In our over two decades of experience helping the world’s best brands positively impact their bottom line with Experience Improvement, we’ve heard quite a few of these ROI questions, and have determined the strategies at the heart of a profitable program. The optimal CX vision for your organization should be derived from your brand vision.

ROI 493

ROI Return on Investment Airlines Call Center 493

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Brand experience and product experience are subsets of CX, and they are sometimes subsets of EX and PX.).

Metrics 62

Metrics Management Effort Score ROI 62

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 200

Metrics Company Net Promoter Score NPS 200

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

Analytics 208

Analytics How To Analysis Feedback 208

Lumoa

MARCH 6, 2023

Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar. Here is an easy step-by-step process that will help your organization streamline its customer insight process, basis the learnings of the webinar.

How To 208

How To Analysis Feedback Innovation 208

BlueOcean

NOVEMBER 13, 2023

With these questions in mind, we present a quick round-up of some trending outsourcing and customer service-related articles, podcasts, and webinars from across the industry. Most customers are willing to pay more for great customer service and an overall convenient, positive experience with a brand. Wise words from CallMiner.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

Lumoa

FEBRUARY 14, 2024

A multi-dimensional CX strategy can be much more beneficial for your brand than one-dimensional customer service. Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. How customers experience your brand is more important than ever before.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

JULY 4, 2022

2022 is being branded as “ The Year of the Squeeze. Customer Acquisition: This comes from supporting the brand positioning and positive word of mouth. Integrating this data against your CX metrics is essential to the success of your business. Everything should be tied into your vision as a business. 3: Holistic View.

ROI 493

ROI Return on Investment Social Media Survey 493

InMoment XI

AUGUST 25, 2023

73% of customers say that a good customer experience is one of the biggest deciding factors for brand loyalty. InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. Checkout how you can craft a max-impact CX strategy for a small CX team.

How To 260

How To ROI Net Promoter Score Measurement 260

SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. Many brands have worked hard to develop a brand persona.

Survey 379

Survey Customer Experience Customers Data 379

Lithium

APRIL 2, 2024

RECAP] Khoros Fresh Features Product Release & Roadmap Webinar : The following on-demand Q&A and accompanying resources are intended to summarize recent releases, enhancements, and current plans for Khoros products, functionality, and other services to help you unlock the full power Khoros has to offer.

Roadmap 52

Roadmap Metrics CRM Resources 52

BirdEye

DECEMBER 8, 2022

If you don’t know which platforms are available, you may be throwing away opportunities to make your brand a household name. We’ll also help you narrow down your target audience and determine which platforms can help boost your brand and get more followers. Table of contents Choosing the right social media types for your business 1.

Social Media 98

Social Media Brands Video Entertainment 98

Uniphore

JANUARY 14, 2022

Customers are vouching for brands that empower their agents and treat employees better. Why is agent empowerment key to achieving business objectives (ROI and bottom line, contact center metrics, newly defined KPIs)? RSVP for the webinar today! Strategic roadmap to deliver new-age customer experiences. Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Feedbackly

APRIL 4, 2024

So, forging powerful emotional connections with your brand will reward you with a loyal client base and sustainable profitability. Everything from the visual appeal of the brand to the courteous behavior of employees can make customers feel special, acknowledged, and fulfilled. Here’s when EVI® becomes useful.

Measurement 52

Measurement Brands Tips Feedback 52

Education Services Group

MAY 12, 2022

This scenario collects NPS in moments where other CX metrics are the driving factors for the response—not a very telling reflection of advocacy. There will be a future rant specific to health score, but for now I recommend checking out this Customer Success Unlocked webinar from last month with David Sakamoto and Neal McCoy on the topic.).

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

CSM Magazine

MARCH 31, 2020

We at Incite Group by Reuters Events have brought together visionaries from BT, Butternut Box and Customer Service Culture for a free webinar (10am GMT April 8th). Learn what training and soft skills your CS agents need, to showcase your brand in the most positive light possible.

Customer Focused 52

Customer Focused Exceptional Customer Service How To Culture 52

Lithium

SEPTEMBER 5, 2023

BRAND CONFIDENCE GUIDE: Customer Advocacy Khoros surveyed 1,620 adult consumers to understand better sentiment surrounding the state of consumer confidence in brands and the factors that drive customer loyalty. Marketing Announcement: Advanced Twitter Metrics Changes The API supporting Advanced Twitter Metrics is being deprecated.

Gamification 52

Gamification Metrics Social Media Tips 52

InMoment XI

DECEMBER 30, 2021

After a year of quarantine, brands had a lot of gaps to fill in their customer experience (CX) programs. It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

RapportBoost

OCTOBER 20, 2018

It’s great to see innovative brands leverage science to their — and their customers’ — benefit.”. Rote was cited specifically for implementing RapportBoost’s Conversational Selling Analysis Platform that helped dramatically increase her company’s live chat performance metrics. About RapportBoost. RapportBoost.AI

Contact Center 70

Contact Center Sales Average Handle Time Analysis 70

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. EVI® was born to help brands optimize the emotional experience of customers.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. Mentions aren’t everything – they’re certainly not enough on their own – BUT… Mentions are a measure of brand awareness. Brand Passion. Detractors. Influencers.

Social Media 49

Social Media Analytics Metrics Airlines 49

GetFeedback

NOVEMBER 25, 2019

Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts. One more thing— We recently partnered with TEDx Speaker and CX expert Jeannie Walters to launch a webinar where we discussed how leading brands are measuring CSAT and using these insights to improve the customer experience. Get the Guide.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

NobelBiz

NOVEMBER 13, 2023

Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate. According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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 260

Metrics Net Promoter Score Customer Service Effort Score 260

Lithium

MARCH 5, 2024

Khoros Fresh Features Product Release & Roadmap Webinar : Join our upcoming Fresh Features webinar to learn about recent releases, new product enhancements, and future roadmap from the Khoros product team. We've introduced metrics for Events and new metrics for Ideas. Community Aurora 24.2

Social Media 52

Social Media Self Service Roadmap Insurance 52

Feedbackly

MARCH 1, 2024

However, as the latest trends point out, one of the definitive factors that will alter the customer-brand relationship this year will be emotional experience. Emotional Experience refers to how customers perceive a brand emotionally. The Emotional Value Index (EVI) is a metric designed to measure and evaluate EX.

Trends 59

Trends Metrics Policies Brands 59

Solvvy

SEPTEMBER 7, 2022

In fact, research shows that when brands provide customers with accurate answers and resolutions in real-time, customers are 30% more likely to make a purchase with the brand. . How are brands stepping up and meeting these higher customer expectations? >>Watch the replay of the webinar here.<<

Self Service 106

Self Service Customers Brands Customer Expectations 106

Lithium

JUNE 6, 2023

Kudos Awards 2023 Is your brand using Khoros technology to deliver world-class digital customer experiences with strategies and results that others can learn from? A “Paid Metrics” toggle is located in the post section of dashboard filters. Webinars & Events Some event areas are limited to Khoros customers only.

Video 52

Video Analytics Tips Resources 52

BirdEye

APRIL 28, 2023

Social media marketing Consumers generally prefer to choose brands they trust and can obtain reliable information about online. In fact, 75% of online users take to social media to research a brand or product. You can also create ads to drive brand awareness and generate leads.

Insurance 98

Insurance Strategy Marketing Social Media 98

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. During the webinar, Franz discussed eleven mistakes that companies make when mapping the customer journey.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. But your best customers will also spend more on your brand! In one study , the strongest brand advocates spent 15% more than non-advocates. These advocates also visit the brand more often. Identify and leverage your brand advocates .

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. Consider the ways a customer comes into contact your brand, and the emotions that may influence or result from each interaction.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: Generally speaking, it’s much easier to retain an existing customer than find a brand new one. Take a look at how we’re bringing together NPS and customer success metrics. . #4:

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

RapportBoost

NOVEMBER 25, 2018

We’ll showcase real case studies of how leading brands are connecting with customers on their preferred channels,” said Medrano. “In In the rapidly changing contact center landscape, it’s critical for brands to adapt quickly to customer preference.”. The webinar will take place on Tuesday, Nov. 27th at 12:30pm PST. RapportBoost.AI

Contact Center 40

Contact Center Innovation Average Handle Time Case Study 40

Feedbackly

OCTOBER 19, 2023

The customer satisfaction survey (CSAT) is a known Customer Experience metric that simply put, helps to measure your customers’ satisfaction level with your product or service. Customer satisfaction is like the cherry on top for any brand. It’s also noteworthy that CSAT is not the only metric to measure satisfaction.

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52