Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Some blog areas are limited to Khoros customers only. Communities.

Social Media 52

Social Media Roadmap Trends Hospitality 52

ChurnZero

SEPTEMBER 20, 2022

At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experiences if we understand the principles of neuroscience.

Meeting 52

Meeting Sports Case Study Hospitality 52

Confirmit

JULY 9, 2019

Just the other day, I was having an engaging water cooler conversation with my co-worker regarding VoC/ROI linkage. Prior to coming here, I was responsible for building out an extensive Voice of the Customer (VoC) program for Silicon Valley Bank (SVB). I could go on and on but overall, the first three months have been like peas and carrots!

Banking 40

Banking NPS Conference ROI 40

Waypoint Group

JUNE 13, 2018

Companies buy your products and services because there’s a promise of ROI. See” means more than measuring the business results; it also means communicating the results and making sure the right people know all about the ROI. And the only way to do that is through formalized customer feedback that helps your company prioritize.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. As they put it “ most enterprise software sucks because product teams design it based on feedback from buyers.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Qualtrics

MARCH 1, 2021

NPS (Net Promoter Score). NPS is a one-question metric that captures how willing a customer would be to recommend you to a friend or colleague. As with CSAT, NPS can be run in different contexts. Download your free NPS survey template. Event feedback survey. Download your free post-event feedback survey template.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

SurveySparrow

JANUARY 15, 2021

Did you know that 89% of HR leaders said that ongoing peer feedback and check-ins are critical for successful outcomes? If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. Give immediate feedback to show them you care and notice their efforts.

How To 52

How To Net Promoter Score Effort Score Feedback 52

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. When Anthony Kennada , a friend and colleague in Phoenix pinged me about attending his company’s first conference on the topic of Customer Success, I jumped at the opportunity to attend. Pulse 2020 – Back to Moscone (Or So We Thought).

Social Media 45

Social Media Conference NPS Customer Success 45

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. Can AI really better-inform the actions we should be taking as a result of customer feedback? A great example is our Satisfaction Drivers report which tells you exactly which areas of your business are pushing up or dragging down NPS.

Conference 62

Conference Trends Customer Service Feedback 62

SurveyGizmo

SEPTEMBER 19, 2017

I first heard of this great ideology at a conference a few years back — we aren’t in the business-to-business world or the business-to-consumer world — rather, we are in the human-to-human world. There’s always going to be a positive and negative feedback — that’s a reality,” says Delgado.

Transportation 66

Transportation Entertainment Hospitality Conference 66

Thematic

NOVEMBER 23, 2023

I was curious what other parents said, but I also wanted to test ChatGPT on this feedback. At the end, I’ll summarize the pros and cons of using ChatGPT for analyzing customer feedback and our approach of using Large Language Models at Thematic. Below are the step-by-step instructions on how to do this task.

Feedback 62

Feedback How To Analysis Survey 62

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . Is it retention, expansion, advocacy, product feedback, or service delivery? High-value outcomes with real ROIs will reign supreme. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Retently

AUGUST 26, 2019

In order to genuinely understand customers and increase retention, businesses need to focus a big part of their resources and manpower on customer feedback. The way someone approaches feedback can make or break their business. How Important Is Customer Feedback? What Is the Customer Feedback Loop? Customer Feedback Loop.

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. And that’s it maybe NPS that’s, I think that’s too light. What can we do, or at least collect the feedback so that you can bring it back to the team?

Management 52

Management How To Effort Score Customer Success 52

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. I hope the learnings I took away from the conference will help you when it comes to building your own CX team.

Exercises 97

Exercises ROI Conference Video 97

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

inQuba

MARCH 22, 2023

Businesses have implemented NPS (Net Promoter Score), and other measurement systems, to achieve CX success and superior customer experiences. Consumers have benefitted overall, and the growth in adoption of NPS has resulted in the C Suite’s interest in the customers’ experience. Could Net Promoter Score be disadvantaging your business?

Net Promoter Score 52

Net Promoter Score Omni-Channel NPS Effort Score 52

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Low NPS Customer Webinars Conferences. Someone who understands their problems appreciates their feedback, etc. Reimagining the way processes work can tremendously improve customer experience. It’s a wrap-up.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

ClientSuccess

JANUARY 4, 2019

CRM, Support Tool, NPS/Survey Tool, Product Usage Tool, Email, Notes), making it difficult to achieve a clear 360-degree view without tons of manual work or even a group of customer data analysts (expensive). You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. Customer ROI.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

Gainsight

SEPTEMBER 22, 2022

Inovaccer goes beyond traditional metrics such as NPS and CSAT by providing an additional engagement score for every customer. Their CSMs show the ROI of investing in such programs. If there is a bad experience, there will be feedback that the CSM must deal with. . That is where Modern Health comes in. .

Healthcare 52

Healthcare Customer Success Strategy Government 52

SurveySensum

JULY 14, 2020

She has been featured as a speaker at conferences and Customer Success publications and has been consistently voted top Customer Success Influencer for the past 7 years. Debbie Akwara – CX-Preneur, CX Author, CX Conference Speaker. LinkedIn : [link]. Website : [link]. Website : [link]. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Gainsight

JUNE 10, 2021

As the world began to open back up, we were excited to see our Pulse Everywhere conference evolve into a hybrid event. Jamf began with cross-functional alignment and stakeholder feedback across the company to get the process in motion. NPS responses grew, and ROI improved. That is when they implemented Gainsight PX.

Software 52

Software Customer Success NPS Leadership 52

Stella Connect

JANUARY 4, 2022

Rather, keeping a pulse on how your agent is performing (which can inform how they’re likely going to respond to your feedback), and how they’re going to create actionable change in their behavior as a result, is another critical part of coaching. Incorporate customer feedback into training. Use firsthand, specific, timely data.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Amity

APRIL 24, 2017

As a CEO, having the ability to speak to customers every single day, especially in those early stages, helped us lay the foundation for a feedback-driven culture. From a Development perspective, we make sure that all feedback is logged in a repeatable, methodical way, and gets fed into our development process.

Customer Success 93

Customer Success Culture Metrics Customers 93

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Bold360

DECEMBER 1, 2016

Lucjan Kierczak is an inbound marketer at Survicate , an app that makes collecting feedback from customers easy and quick. If your processes are not set up to incorporate that feedback, it’s not going to be valuable. She has presented at seminars and conferences on leadership, social and digital media, web marketing and branding.

Software 40

Software Customer Experience Company CRM 40