Thematic

MARCH 27, 2024

This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels. Navigating Voice of the Customer data Watercare have long recognized the importance of capturing and analyzing customer feedback through a Voice of the Customer (VOC) program.

Chief Customer Officer 62

Chief Customer Officer Customer Journeys Analysis Feedback 62

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. This fosters more customer loyalty.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. Direct Feedback: Actively Asking  Think of this as a conversation you start.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. Direct Feedback: Actively Asking  Think of this as a conversation you start.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Gather and organize customer data: Customer experience analytics draws from various data sources - satisfaction and product surveys, sales conversations, online reviews, social media, website behavior, support chat, and more. Direct Feedback: Actively Asking  Think of this as a conversation you start.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

MARCH 27, 2024

Understanding the "why" behind potential churn can improve the overall customer experience (CX) and safeguard your bottom line. What is customer churn? Customer churn refers to the percentage of customers who stop doing business with a company within a given period.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

BirdEye

OCTOBER 27, 2023

10 proven customer acquisition strategies What is customer acquisition cost? What are the elements of customer acquisition? Did you know you can reduce customer acquisition costs (CAC) with business text messaging? Why is customer acquisition important? How do you optimize customer acquisition?

Strategy 59

Strategy Social Media Multi-Channel Advertising 59

CustomerSuccessBox

MAY 9, 2022

Customer success metrics you should track. Customer data may reside in the following categories, depending on your organization: Customer engagement CRM Support Tickets Surveys Product Financial Contract terms Customer Success Tool. Voice of Customer. Metrics for success that are more advanced.

Customer Success 52

Customer Success Net Promoter Score How To Metrics 52

NobelBiz

OCTOBER 31, 2023

Enhance your customer strategy with insights from Brad Cleveland, a global authority on customer strategy and management, in this captivating podcast episode: Beyond Transactional: Taking Customer Service to the Next Level. Role-playing exercises, real-life case studies, and feedback sessions can be invaluable in this regard.

Call Center 105

Call Center Contact Center Software Contact Center Social Media 105

ChurnZero

APRIL 27, 2022

Learning how to measure value realization is different from tracking other metrics, such as customer lifetime value or customer acquisition cost, which are tied directly to a formula. . Understanding each of these will help you build an overall strategy that will ultimately help solidify your customer base.

Measurement 52

Measurement How To Chief Customer Officer Metrics 52

BirdEye

NOVEMBER 30, 2023

It involves a proactive approach to building a positive online presence while mitigating potential risks and addressing negative feedback promptly. Customer engagement and loyalty Social media allows for direct customer communication. Respond promptly and courteously to customer inquiries and feedback.

Social Media 116

Social Media Management Guidelines Brands 116

Confirmit

FEBRUARY 2, 2017

Copart wanted to use customer feedback to promote more personalized experiences. Copart realized it needed a Voice of the Customer (VoC) solution that could narrow down insights from a wide range of data across its entire enterprise. Increase its customer’s likelihood to endorse – a key metric for the business.

Case Study 40

Case Study Study Feedback Metrics 40

Gainsight

SEPTEMBER 21, 2020

Having completed 1000+ implementations at Gainsight, we have access to rich data and learnings to analyze how our Time To Value (TTV) has been trending over time and what causes delays in the metric. Set-up Reports & Dashboards – Create out of the box reporting to draw out foundational insights and view metrics to manage your team.

Self Service 75

Self Service CRM Metrics Case Study 75

Kayako

DECEMBER 3, 2015

Customer service is a cost-center, it doesn’t impact earnings, and investing money into it is like pouring money down the drain… isn’t it? You know that exceptional customer service has more impact on the rest of the business than your colleagues realize. You know that customer feedback helps build a better product.

Customer Service 120

Customer Service How To Case Study NPS 120

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

Totango

DECEMBER 5, 2019

You can also help your customers by developing open communication channels and encouraging frequent opportunities for feedback and discussion of best practices. Open customer feedback channels can help you identify areas of opportunity in your own standard workflow and even the product itself. Survey customers.

How To 64

How To Net Promoter Score NPS Effort Score 64

Genroe

FEBRUARY 9, 2015

So when you are considering investing considerable time and resources in rolling out a new customer feedback or Net Promoter® program you should make sure that why is the first question you ask as well. If you need evidence that NPS, in particular, improves business check out this list of NPS case studies and statistics.

Feedback 40

Feedback NPS Employee Engagement Case Study 40

Kustomer

FEBRUARY 19, 2024

With Kustomer, CX managers can also create custom reports and track agent metrics down to the minute. This real-time insight enables teams to adjust their strategies or workflows immediately, ensuring that customer needs are met efficiently. Do You Know The Critical Metrics To Measure Your Customer Experience?

Self Service 52

Self Service Software Knowledge Base Social Media 52

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. What about taking the soft approach?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

ProProfs Chat

JUNE 21, 2019

.” It’s as simple as not allowing your customers to leave and switch to the other brand. According to Oracle’s 2013 Commerce Trends survey, 42% of respondents say customer retention is a top metric by which they measure success. All you want to focus on at this stage is growing your customer base.

Customer Retention 63

Customer Retention Strategy How To Case Study 63

ProProfs Chat

JUNE 11, 2020

Organizations no longer make decisions only based on the fact that this would be a good market to expand into, or people might like this product, etc. All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture.

Data 64

Data Net Promoter Score Study e-support 64

SurveySensum

APRIL 14, 2023

So, how can a business understand whether its customers are satisfied or not? Customer feedbacks! Your questions should be relevant to customers and reach them at the right time. Net Promoter Score (NPS) is a business metric that measures customer loyalty. Kinda obvious, right? But there’s a catch!

Net Promoter Score 52

Net Promoter Score Examples Survey NPS 52

CustomerSuccessBox

JUNE 20, 2022

A customer succes software is specialized software that takes the customer data from your existing tech stack to provide you with a 360-degree view of your customers and their account health. In general, this tool offloads the heavy work of tracking and managing all the customer success metrics. Growth Stage SaaS.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Taking this CX data and correlating it to your operational business metrics is how you’ll drive the point home.

ROI 40

ROI Measurement Customer Experience Effort Score 40

Totango

JULY 24, 2020

The best B2B client expansion strategies achieve this by creating more value for customers — value that they will be willing to pay for. Leverage Voice of Customer Feedback. The goal is to help your customers realize their full potential by giving them the right solutions and guidance to succeed.

B2B 62

B2B Strategy Customer Success Customer Centricity 62

West Monroe

APRIL 23, 2023

Vision and value must be defined first By formulating vision and value statements, and establishing metrics of success for your initiative, you position employees toward an intended transformation outcome. What’s in it for the business, the employee and/or the customer? A vision statement looks to the future. A costly mistake.

ROI 52

ROI Management CRM Banking 52

West Monroe

APRIL 23, 2023

Vision and value must be defined first By formulating vision and value statements, and establishing metrics of success for your initiative, you position employees toward an intended transformation outcome. What’s in it for the business, the employee and/or the customer? A vision statement looks to the future. A costly mistake.

ROI 52

ROI Management CRM Banking 52

Confirmit

OCTOBER 30, 2018

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities. ” Says Hall.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Customer Success 52

Customer Success Case Study Customers Metrics 52

Confirmit

OCTOBER 18, 2018

By investing in customer retention strategies (e.g. through a loyalty program), you can increase CLV (Customer Lifetime Value) as well as your chosen customer retention statistic or metric – the longer customers stay loyal, the more they tend to spend. CASE STUDY. Interesting Links. Learn More.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

SurveySparrow

JUNE 27, 2021

The NPS allows you to measure customer loyalty to give them the best possible experience throughout a customer’s journey. Now this metric to gauge customer experience has some mind-blowing facts! Here’s our compilation of 12 interesting facts on NPS score to help you understand this metric a little more.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

SmartKarrot

JUNE 30, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: meQuilibrium As a Customer Success Director, you will advance meQuilibrium’s strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 19

Customer Success Case Study Roadmap Metrics 19

ChurnZero

FEBRUARY 26, 2021

At a high level, Customer Success often focuses on adoption, retention, and expansion, which is a full-time job in and of itself. Give Product thematic feedback, not anecdotes. Most Customer Success and Product interactions center around customer feedback. Give Product greater exposure to customer experiences.

Customer Success 59

Customer Success Company Management Roadmap 59

Retently

AUGUST 22, 2018

While customer satisfaction ratings for US airlines have reached a peak not seen in almost 20 years , the industry still lags behind other verticals in delighting its customers. Despite being in a highly challenging industry, there are airlines that have managed to stay profitable and delight their customers on a consistent basis.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

NobelBiz

JULY 31, 2023

This can guide training modules for agents, infrastructure upgrades, and even feedback to the product or service teams about prevalent issues. Expounding the Advantages: Why Call Queuing is Crucial for Business In the competitive landscape of modern business, ensuring top-tier customer service isn’t just a luxury, but a necessity.

Communication 52

Communication Call Center Wait Times Contact Center Software 52

SmartKarrot

JANUARY 6, 2023

Role: Head of Customer Success Location: San Jose, CA, United States Organization: Resolve Biosciences As a Head of Customer Success, you will recruit, manage, and develop the team of CTAs and DSAs. Act as the main global technical leader for the company accountable for customer success. Apply here: [link].

Customer Success 19

Customer Success Case Study Knowledge Base Training 19