Connections Exercises Metrics Roadmap 
Experience Investigators by 360Connext
OCTOBER 17, 2023
You can understand that you need to eat healthier and exercise more to live a healthy life. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! This is why we have to continually connect to the business why. What’s the difference?
Maru Group
APRIL 17, 2023
By Todd Trautz and Brent Snider Maru/Matchbox | April 2023 Do you know how your consumers emotionally connect to your brand? Are you bluntly capturing affinity or brand love as a metric in your tracker with no idea how to use it to your business advantage? The jobs to be done).
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Thematic
DECEMBER 28, 2022
If your product is an exercise tracking app, and you have a high volume of responses for the base theme 'GPS' with negative sentiment, you'll want to investigate further to find out what common issues users are experiencing with GPS. Understand customer context Metrics go up, and metrics go down.
Customer Bliss
MAY 5, 2015
Establishes the critical cross-functional metrics for the development of key KPIs for priority touch points. Engage leaders to connect with customers by personally calling them. Inhibitor 4: Attaching Metrics to Outcome Metrics rather than Operational Metrics People Can Impact.
Customer Bliss
AUGUST 3, 2018
Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.
Thematic
NOVEMBER 22, 2021
You know you should go deeper, but who has the time-- or extra staff-- to even begin such a time consuming manual review exercise? Analysis of app store reviews could tell developers they need to work on better GPS connectivity, or let them know that their map design is much appreciated (and any changes should be rolled out slowly!)
ChurnZero
FEBRUARY 26, 2021
Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. To better connect Product and Customer Success, Amanda’s team created a Slack channel where both functions post their requests.
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