Lumoa

JANUARY 2, 2023

This metric measures the likelihood of a customer recommending a business or product after experiencing it firsthand, revealing key information about customer satisfaction. . It’s a collection and the result of gathered data and feedback about an individual’s experience with a business or service. That’s it!

Net Promoter Score 208

Net Promoter Score NPS Effort Score Survey 208

Lumoa

NOVEMBER 15, 2017

One of our speakers, Johanna Vesterinen , Xperiencefocus , noticed that many companies collect customer feedback, but fewer and fewer keep going through the CX funnel itself and reach the end. That brings us to the question: What’s the purpose of customer feedback? More meetings and conferences. More product development.

Competitive Advantage 303

Competitive Advantage Conference Feedback Analysis 303

Daniel Group

SEPTEMBER 26, 2023

In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective , I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement). Our theme is Build a Stronger CX Culture.

Conference 52

Conference Customer Centricity NPS Metrics 52

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Case Study 152

Case Study Airlines Conference Wait Times 152

Kustomer

OCTOBER 22, 2020

Whether it is adopting new tools, shifting to a DTC model or changing success metrics, the customer experience is constantly shifting and evolving and brands need to keep up. Another key theme during Kustomer NOW, was all around modernizing CX. What that means to every organization can be different.

Conference 96

Conference Self Service Sports CRM 96

BirdEye

OCTOBER 3, 2023

These kinds of reactions are only natural — no one enjoys receiving negative feedback. During our digital conference, Birdeye View, our VP of Product Marketing, Rebecca Colwell, sat down with Baer to discuss strategies for constructively handling negative customer feedback. See your haters’ feedback as a gift 3.

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Daniel Group

SEPTEMBER 15, 2023

Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth. His books, particularly his latest, “ Winning on Purpose, ” are widely acclaimed.

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

SurveySensum

MAY 6, 2024

Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. Interacting with your followers and analyzing their feedback will help you identify the right areas for improvement. It’s not that you should start attending every event.

Brands 52

Brands Strategy Social Media Video 52

CX University

NOVEMBER 21, 2023

CXU’s courses cover the core concepts structured by the CXPA, and are fully congruent with the five domains of knowledge and skills: Customer Insights and Understanding Customer Experience Strategy Metrics, Measurements, and ROI Design, Implementation, and Innovation Culture and Accountability CXU Founder and CEO, Dr. Mohamed Latib, states, “CXU solicits (..)

Course 52

Course Roadmap Conference ROI 52

Kerry Bodine

MARCH 12, 2018

This is the fourth post in a series about how to scale service design, based on my closing remarks at the 2017 Service Design Global Conference in Madrid. That measurement will center largely on journey analytics , which involves the analysis of customer feedback, operational metrics, and financial data aligned to key customer journeys.

How To 120

How To Conference Culture Touchpoint 120

Daniel Group

DECEMBER 15, 2022

One major highlight from 2022 was our client conference with Fred Reichheld as our keynote and special presenters: Bryan Gregory, Carter Machinery Denise Herrera-Wieters, HOLT CAT Carol Tesarek, Equipment Depot Marty Yuzwa, Ohio Machinery My recent blog highlights what we learned to improve CX at the conference.

Loyalty 52

Loyalty Conference Groups Metrics 52

Blake Morgan

FEBRUARY 22, 2023

Do you need a speaker for your next event, conference, or meeting? A customer experience keynote speaker will bring current research and insights and motivate you to find the best metrics and feedback loops to stay in touch with customers. Not sure how your customers are feeling? faster than companies that don’t.

Customer Experience 105

Customer Experience Customer Centricity Case Study Contact Center 105

PeopleMetrics

FEBRUARY 4, 2015

But let’s back up a bit and talk about your relationship with customer feedback. Let’s go over three reasons why customer feedback is crucial to your customer experience strategy (in no particular order). Customer feedback can validate perception and/or smash it into pieces. Customer feedback makes the customer tangible.

Feedback 48

Feedback Customer Experience Net Promoter Score Customer Centricity 48

Lumoa

AUGUST 23, 2021

Importance of efficient analytics Customer insight platforms, like Lumoa , helps organizations in the process of collecting and analyzing customer feedback to discover valuable insights. The acquired data strengthens teams by encouraging disciplined thinking and focusing efforts with clearly defined goals or metrics for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Thematic

MAY 5, 2024

To be honest, I regret not adding it to my “conference circuit” sooner. The CEO shared during day two's keynote how the team took action on feedback from day one. I bet this model would improve if fed themes and sentiment in unsolicited feedback (something Thematic can help with). Why is it good or bad?

NPS 48

NPS Airlines Analysis Software 48

Kustomer

OCTOBER 22, 2020

Whether it is adopting new tools, shifting to a DTC model or changing success metrics, the customer experience is constantly shifting and evolving and brands need to keep up. Another key theme during Kustomer NOW, was all around modernizing CX. What that means to every organization can be different.

Conference 52

Conference Self Service Sports CRM 52

Daniel Group

JANUARY 30, 2020

It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Our clients that are the best at both listening to and acting on feedback are the ones who have superior experiences for their customers. Learn what you are missing at your company without a B2B Customer Feedback program.

B2B 52

B2B Conference eBook B2C 52

SurveyGizmo

NOVEMBER 4, 2020

Vanessa Bagnato, Director of Enterprise Solutions for Alchemer, attended the virtual conference, so we talked to her about the experience. . Alchemer: What were your biggest takeaways from the conference? Alchemer: What did you feel was missing from the conference? Intelligent feedback routing and automation.

Customer Centricity 52

Customer Centricity Trends Conference e-support 52

AWS Machine Learning

NOVEMBER 22, 2023

Iterate Frequently with Feedback Mechanisms As your document processing workload evolves, ensure your operational strategies adapt in sync and look for opportunities to improve them: Make frequent, small, reversible changes – Design workloads to allow components to be updated regularly to increase the flow of beneficial changes into your workload.

Culture 88

Culture System Metrics Resources 88

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why. Value is very hard to measure.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. Product Metrics Your Board Members Care About. “If The Beginner’s Guide to Product-Led Growth Metrics. 6 Strategies to Improve User Onboarding.

Roadmap 97

Roadmap Metrics Feedback Conference 97

Thematic

MARCH 13, 2023

It's a conference full of surprises, where you can expect the unexpected. The conference is so large that it's impossible to experience everything it has to offer. He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people.

Entertainment 62

Entertainment Conference Advertising Airlines 62

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Finally, a metric that tackles and mathematically pins down the complexity of actual product usage!

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Lithium

MAY 4, 2021

Throughout our virtual Khoros Engage conference in September, we will share all award submissions with our 1500+ attendees. We will invite winners to submit a short video describing their success that will be highlighted at the conference! We’ll announce the winners on Atlas and Khoros social media channels. Apple iOS 14.5

Conference 52

Conference Analytics Social Media Roadmap 52

AWS Machine Learning

NOVEMBER 22, 2023

As data and system conditions change, the model performance and efficiency metrics are tracked to ensure retraining is performed when needed. You must understand the limitations and use cases of each service in order to identify ways to improve the model with human feedback and enhance service performance over time.

Metrics 96

Metrics User Experience System Data 96

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

SurveySensum

APRIL 1, 2024

Feedback Systems : Establish mechanisms to collect and act on customer feedback promptly. Customer Feedback and Engagement Establishing a trustworthy startup brand depends on a company’s capacity to encourage and value customer feedback.

Brands 52

Brands Case Study Social Media Feedback 52

Daniel Group

MAY 12, 2022

For example, your CX metrics are only be used for bonuses. Please mark your calendars for October 19 and 20 for our annual Client Conference to be held here in Charlotte, NC. This piece from Forrester gives you a quick checklist to make sure your company isn’t deprioritizing CX in your growth strategy.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

ChurnZero

MARCH 28, 2023

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. However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. Product feedback or feature requests.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

InteractionMetrics

AUGUST 18, 2023

It includes associates answering customers’ questions, staff engaging with prospects at the conference booth, and onboarding new customers. If you ask for feedback, and the customer reciprocates, you have a complete interaction. But how many tone-deaf customer feedback surveys do you receive in a month? I get quite a few.

Interaction 52

Interaction Survey Company Net Promoter Score 52

Totango

FEBRUARY 5, 2021

Once that is decided, you will need to decide which specific metrics will be most valuable to discuss within that context. Onboarding Metrics. ? Are we meeting our implementation timeline goals? ? Are we providing an excellent onboarding experience? Is this an in-person meeting, a conference call, an online chat?

Customer Success 72

Customer Success How To Net Promoter Score Financial 72

CX Journey

NOVEMBER 18, 2014

When we ask customers for feedback, it''s imperative that we make the most of that conversation. I recently attended a conference where, after some of the presentations, attendees were asked to rate the speakers. Probably the most important component of listening to the voice of the customer is acting on what you hear.

Survey 160

Survey Voice of Customer Conference Customer Voice 160

InteractionMetrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

Conference 40

Conference Metrics Interaction Feedback 40

InteractionMetrics

JUNE 20, 2019

Catch Martha Brooke next week at the 2019 CCW Vegas Conference where you can book time with her at the Brilliance Clinic, join her Advanced Customer Feedback session, and take part in 3 Roundtables Martha is leading with Medallia’s Rachel Lane.

Conference 40

Conference Metrics Interaction Feedback 40

Seaton CX

DECEMBER 6, 2022

You stride confidently into the conference room. Numbers, metrics, and graphs. You’re going to share some negative customer feedback about Katherine’s department in front of the entire executive team. Scratch that. Let’s try again. You connect confidently to the Zoom call. He wants the hard numbers.

Leadership 75

Leadership Conference ROI Meeting 75

NobelBiz

JUNE 19, 2023

This includes training on using monitoring tools, understanding key metrics, and identifying patterns and trends in customer interactions. Clear Performance Metrics: Establishing clear performance metrics allows supervisors to track and evaluate agent performance in real-time. Consider the following steps: 1.

Call Center 52

Call Center Contact Center First Call Resolution Metrics 52