ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Market Share (how many applicable customers in the world are buying your brand). Share of Mind (how much your marketing/advertising is standing out from other brands).

Metrics 62

Metrics Management Effort Score ROI 62

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5, Anne Ting – SVP Marketing, Totango.

NPS 54

NPS Connections Customer Centricity Customer Success 54

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability. CS as a profit center.

Customer Success 52

Customer Success Data ROI Conference 52

Lithium

DECEMBER 28, 2020

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

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. Khoros Marketing Release Notes, October 2022. Some blog areas are limited to Khoros customers only.

Social Media 52

Social Media Roadmap Trends Hospitality 52

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Do you meet with customers at a yearly conference? to surface employee insights and start improving employee engagement.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Confirmit

JULY 9, 2019

Although this was fantastic experience, I began to think how cool it could be to take this knowledge – in addition to my 10 years of Market Research experience – and apply it to all kinds of companies and help them with their own CX journeys. 2) Amazing technology. 3) A fantastic team.

Banking 40

Banking NPS Conference ROI 40

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. Customer Success drives a double benefit in the ROI.”. The expert panel included Pendo.io It’s about onboarding.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 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. number below and maximize product-market fit for their book of business. Today we wrapped the first day of Pulse Everywhere, our reimagined Pulse.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Qualtrics

MARCH 1, 2021

Customer surveys should be run as a continuous program that keeps you in touch with your market and informs your decision-making. 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.

Survey 29

Survey Net Promoter Score NPS Employee Engagement 29

ChurnZero

AUGUST 30, 2019

It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. at Talkdesk. SaaStrScale.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

ClientSuccess

MARCH 20, 2019

These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. Net Promoter Score (NPS). Impact/Outcomes Achieved (Personal & Organizational ROI). 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

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

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. Or maybe Product Marketing (where use cases and best practices can be best combined) should get it.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. A great example is our Satisfaction Drivers report which tells you exactly which areas of your business are pushing up or dragging down NPS. You might not need AI… Equally, there are some tasks where using centuries-old maths can outperform AI.

Conference 62

Conference Trends Customer Service Feedback 62

ChurnZero

DECEMBER 20, 2019

They’ll market, sell, and service customer outcomes (not their product features and functions) while they iterate the overall C S processes to fit into the customer’s desired experience in a more frictionless manner. High-value outcomes with real ROIs will reign supreme. . Jackie Golden , CE O, LandNExpand .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. For instance, a digital marketer’s goal might be to participate in a course and become a certified content marketer. . Basically, NPS is a scale that represents numbers between 0 to 10.

How To 52

How To Net Promoter Score Effort Score Feedback 52

Thematic

FEBRUARY 19, 2019

Show how everyone actually “touches” the customer, For example, it may be obvious that marketing is a big contributor to “researching options”, and sales is a big contributor to “selecting” and “buying and paying” . But don’t forget your back office functions. Don’t give up!

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

SmartKarrot

JANUARY 20, 2021

Build and implement a program to help customers deploy Lockstep’s best practices and get the maximum ROI from their investment in Lockstep. Collaborate with sales, marketing and services delivery team to execute campaigns against the install base. Meet and exceed KPIs for retention, customer NPS, and banking product activations.

Customer Success 10

Customer Success Banking Conference ROI 10

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. So what I’ve seen in the market is that for the long tail, you would probably set up a retention team. Not always is my point.

Management 52

Management How To Effort Score Customer Success 52

SurveySensum

JULY 14, 2020

He has 25 years of experience on the leading edge of digital transformation, social, and marketing strategy and has previously worked at American Express, Prudential Financial, USAA, and Forrester Research in senior roles. LinkedIn : [link] /. Website : [link]. Chad Horenfeldt – Director of Customer Success at Kustomer.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

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

SurveySparrow

NOVEMBER 30, 2021

With the SurveySparrow integration, you can: trigger CSAT / NPS surveys when a ticket is closed. track your CSAT/NPS scores and update the ticket field. It’s a great tool for productivity and can help scale your marketing efforts. Prove the ROI of your advertising. capture new leads on your website. Google Search Console.

CRM 52

CRM eBook Effort Score Meeting 52

Experience Matters

APRIL 7, 2015

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.), and Harvard Business Publishing, were honored at the conferences 2014. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Retently

AUGUST 26, 2019

Marketing feedback can let you know if your copy is too aggressive, too vague, or incorrect (like marketing text accidentally claiming your service can be integrated with a specific 3rd party service when it actually can’t). As for what types of surveys you can use, here are your options: NPS (Net Promoter Score).

Feedback 94

Feedback Social Media Effort Score Net Promoter Score 94

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

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. This way each touchpoint with your customer-whether it’s through marketing, or sales, or product team- is an opportunity to make that impression. Low NPS Customer Webinars Conferences.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

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. They grew through digital marketing and engagements incorporating teammate training, office hours to discuss cases, new frameworks, and best practices centralized in Gainsight. NPS responses grew, and ROI improved.

Software 52

Software Customer Success NPS Leadership 52

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. To their credit, Modern Health’s CSMs have become adoption champions for mental health benefits and use it heavily in the B2B market.

Healthcare 52

Healthcare Customer Success Strategy Government 52

Russel Lolacher

OCTOBER 10, 2022

She’s the Vice President of Marketing agent and customer experience at live ops Inc, founder and host of the doing CX right podcast. And once what was once only Net Promoter Score (NPS) has now evolved to much more and digs into the why someone will or won’t recommend. FULL TRANSCRIPT OF INTERVIEW. Russel Lolacher.

Trends 52

Trends Net Promoter Score Leadership Employee Experience 52

Amity

APRIL 24, 2017

When we started Loopio, my Co-founder Matt and I were building the product, and our third Co-founder Jafar was selling and getting initial traction in the market. Even in Marketing, customer advocacy is a huge part of our strategy. Advocacy: The voice of our customers is a critical part of our Sales and Marketing strategy.

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. This enables marketing and customer experience teams to gain a complete, unified view of each customer throughout their journey. Data Integration.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Bold360

DECEMBER 1, 2016

Anna Morrish is a freelance writer and marketing consultant specializing in business software and IT. He also oversees its digital marketing and user acquisition strategies. This, then, includes things such as tone of voice, other marketing messages, CSR, etc. CX is a mixture of customer services and marketing.

Software 40

Software Customer Experience Company CRM 40