InMoment XI

MARCH 3, 2022

Many businesses keep tabs on endless amounts of metrics. In a similar fashion, managing experiences only focuses on understanding the customer or reacting to their interactions. And that doesn’t just apply timewise as your customer journey develops. It’s now your chance to transform customer experiences for the better.

Fashion 493

Fashion Government Measurement Voice of Customer 493

Lumoa

FEBRUARY 21, 2023

While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

CloudCherry

MARCH 28, 2019

But 99% of enterprises don’t bring those journeys into their CX programs. Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Prescriptive Insights.

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

ChurnZero

JUNE 9, 2023

However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.”

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. In this article, we recap the discussion and highlight the key takeaways which can help you turn your customer insights into actions that drive business value.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Does the email appear to come from a person or company they’re familiar with, or is something generic that they may overlook?

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. It’s the pulse of customer interactions, the rhythm of agent responses, and the melody of operational flows. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

GetFeedback

JULY 19, 2019

It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Structured feedback.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Fine-tuning your CX elements is a constant exercise.

Strategy 208

Strategy Customer Experience How To Multi-Channel 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. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you.

Customer Care 177

Customer Care Trends Multi-Channel Contact Center 177

West Monroe

JUNE 28, 2022

West Monroe recently hosted a webinar with some of the top customer experience leaders in the software industry—Salesforce, Anthology, Palo Alto, Celonis, and Momentive joined us—to discuss how their companies leverage digital innovation to deliver customer experience at scale. Featured Content. As Momentive.ai

Innovation 52

Innovation Customer Experience e-support Software 52

ClientSuccess

JUNE 2, 2017

In this recorded webinar, Dave Blake, CEO/Founder of ClientSuccess discusses a customer success maturity model that will help you build, scale, and optimize a high-impact team and culture of customer success. We held this webinar on Thursday, June 22, 2017 at 11:00 a.m. Your Presenter. Request a ClientSuccess demo.

Customer Success 40

Customer Success Customer Journeys eBook Culture 40

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. David Hicks teamed up with our CEO Vivek Bhaskaran to talk about the second foundation of building a successful CX program – customer journey mapping. 3 months after a sale?

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. A simple way to consider ROI is to take the number of dissatisfied customers and multiply that by how much it would cost to sell to new customers. . The first step toward any improvement is understanding where your customers are today.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

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

ChurnZero

MARCH 28, 2023

What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. Resource consumption.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Keep thinking you know what their journey is like. Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Totango

JANUARY 2, 2024

To transform your organization to reach this next level, enterprises often need a change agent who can help both functional teams and customers shift their behaviors to drive better results in the post-sales journey.

Customer Success 102

Customer Success Tips Self Service Customer Journeys 102

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

NobelBiz

FEBRUARY 14, 2022

To properly manage your teams and fulfill your customers and business objectives, you must monitor many KPIs. The metrics that are appropriate for your organization will serve as your compass. Every company is different and objectives must be stated beforehand to have a concept of “good” or “bad” contact center agents’ performances.

Metrics 52

Metrics Contact Center Management Call Center 52

Oracle

OCTOBER 17, 2019

This is a preview of the on-demand webinar, Best-in-Class Customer Journey Management: How to Deliver Truly Connected Service Experiences. Delivering a truly connected service experience is integral to managing today’s customer journey. improvement in year-over-year customer referrals.

Customer Journeys 44

Customer Journeys Effort Score Social Media Omni-Channel 44

InMoment XI

DECEMBER 30, 2021

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. For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? What are you doing with it?

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

ChurnZero

APRIL 8, 2020

As the subscription economy grows and more and more products and services are relying on monthly or yearly subscriptions, customers can pick up or drop your product at any time. Creating customer advocates starts with building a customer-centric product that is laser-focused on both the customers’ needs and the customer experience.

Customer Journeys 81

Customer Journeys Roadmap Gamification Course 81

Gainsight

MARCH 12, 2024

It all comes down to Customer Success Managers (CSMs) owning certain revenue metrics: expansion revenue, churn, renewals, etc. How do you determine what revenue metrics your CSMs prioritise? What it does mean is that Customer Success should be more commercial than it has been up to this point.

Customer Success 52

Customer Success ROI Metrics Sales 52

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. as a potential good starting place.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. The idea that CS can own the entire customer journey is both unrealistic and outdated. Here are three insights I took away from TSIA.

Sales 109

Sales Marketing Sports Customer Journeys 109

ChurnZero

JUNE 21, 2019

[Q&A] How to Keep the Revenue Your Company Worked So Hard to Earn. . Companies work hard to attract and win their customers. Yet the amount of focus that leadership places on new business revenue is disproportionate to the amount of focus placed on existing customer revenue. Or is more involved?

Company 73

Company How To Measurement Customer Success 73

Clarivate

DECEMBER 13, 2017

Many companies will answer yes to this above question. However, many of those same companies will have little to no objective measurements in place to actually measure their delivered customer experience. Those are not bad measurements, but they are only a small portion of the overall end-to-end customer lifecycle.

Customer Journeys 49

Customer Journeys Strategy Customer Experience Management 49

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. 61% of consumers will pay at least 5% more if they know they’ll get a good customer experience. 70% of brands see a direct connection between customer service and performance.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

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

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. Use Metrics to Measure Adoption. 4 Key Takeaways . . Totango can help!

Customer Success 99

Customer Success Touchpoint Metrics Training 99

Solvvy

SEPTEMBER 7, 2022

We spoke with Mahesh Ram, the founding CEO of Solvvy and Head of Digital Customer Experience at Zoom, to talk about how AI-powered tools are helping create the kinds of customer experiences that drive business growth through a seemingly simple concept— happiness. >>Watch >>Watch the replay of the webinar here.<<

Self Service 106

Self Service Customers Brands Customer Expectations 106

NobelBiz

FEBRUARY 14, 2023

Through it, they can gather data from different sources and analyze I to better understand the customer. Such data includes customer demographics, purchase history, and interactions with the company. And with this information, contact centers can offer a more personalized service to their customers.

Contact Center 52

Contact Center Customer Journeys CRM Social Media 52

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. In the Software-as-a-Service (SaaS) space, it’s important to follow the right data points in order to make smart, customer focused decisions. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: 1: Customer Retention Rate.

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

ProProfs Chat

JUNE 28, 2019

Customer journey mapping has become such a buzzword in business that 34% of companies are already implementing it into their customer service. However, the idea behind mapping the customer journey is quite intuitive. It’s an abstract thing that helps you visualize how customers are converting.

Customer Journeys 63

Customer Journeys Net Promoter Score Effort Score Entertainment 63

SurveySensum

OCTOBER 5, 2020

You need to ask those questions at the right time throughout the customer life cycle. For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. Today, I am going to share with you, What is a typical B2B SaaS customer journey?

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52