Lumoa

FEBRUARY 21, 2023

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Here are some key insights.

Gamification 208

Gamification How To Customer Journeys Omni-Channel 208

GetFeedback

JULY 19, 2019

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. 75% of marketing leaders are failing to understand shifting consumer behavior. This feedback is the formal feedback gathered via surveys.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Lithium

SEPTEMBER 5, 2023

BRAND CONFIDENCE GUIDE: Customer Advocacy Khoros surveyed 1,620 adult consumers to understand better sentiment surrounding the state of consumer confidence in brands and the factors that drive customer loyalty. Webinars & Events Some event areas are limited to Khoros customers only.

Gamification 52

Gamification Metrics Social Media Tips 52

Lumoa

APRIL 18, 2023

Your organization probably already collects data in many of these categories: Customer metadata (age, location, etc) Product and website usage patterns Survey data (Net Promoter Score, customer satisfaction, etc.) And customer-centric companies have been using surveys to understand customer needs for even longer than that.

Analytics 208

Analytics Customer Experience Management Net Promoter Score 208

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. General business metrics are important as well, so you can tie your activities back to overall company goals. The Monthly Active Users (MAU) metric measures the number of different users who open your product within a 30 day period. READ THE GUIDE. How do I improve CSAT?

Metrics 65

Metrics Net Promoter Score Management How To 65

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. Qualitative or quantitative call center surveys. Call center recording.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

NetBase

OCTOBER 12, 2018

You know Social Media Analytics are important – yet 81% of executives surveyed don’t feel their company is using social to its full potential. Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. What’s trending?

Social Media 49

Social Media Analytics Metrics Airlines 49

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use appropriate metrics and technology for measuring the impact of emotion. So, what’s their secret?

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

ClientSuccess

OCTOBER 8, 2019

And to get good data, you have to have good metrics in place. Here’s our take on a short list of top SaaS metrics your CSM team needs to monitor: . #1: The same is true in business, though many businesses are better than the average consumer at evaluating expenditures. Do these metrics really matter for customer success teams?

Metrics 49

Metrics Net Promoter Score NPS Effort Score 49

Feedbackly

NOVEMBER 14, 2023

Ask the Right Questions Your survey questions have a lot to do with gathering high-quality data. Surveys designed with no objectives or goals will only gather generic responses that will have little impact on your decisions. Our CX metrics comparison chart can help you with it.

Data 52

Data How To Analysis Comparison 52

Playvox

MARCH 19, 2024

According to a recent Gartner survey , 62% of millennials and 75% of Gen-Z customers prefer self-service almost all the time, even when they have an option of contacting customer support. This frees up agents to focus on more complex issues and customer communications, reducing metrics like average handling time.

Contact Center 74

Contact Center Self Service Net Promoter Score Effort Score 74

Tricia Morris

FEBRUARY 12, 2016

A recent Economist Intelligent Unit (EIU) survey of more than 2,000 global consumers confirms that customers want fast and correct information above all else. For those looking to start measuring the effectiveness of this important service foundation, here are six metrics to consider when it comes to knowledge: 1.

Metrics 40

Metrics Measurement Self Service Customer Service 40

SurveySparrow

JUNE 24, 2021

Let’s wait for their feedback survey.”. Believe us, we’ve conducted countless surveys for both employees and customers, and almost always, we get a few who admit to such thinking. And conducting timely surveys with interesting topics is a surefire way of doing that. 1 A Survey To Bring Change. 2 A Survey To Just Talk.

Survey 52

Survey Net Promoter Score Feedback Customer Satisfaction 52

SurveySparrow

DECEMBER 4, 2018

Have a heart-to-heart conversation with your loved ones if you want to understand about their deep thoughts, but if you want to know what your customers think about you deep down, then use a Likert scale survey. Likert scale is one of the most widely used methods of scaling that is used for surveys. Reason #2: Useful in any situation.

Survey 70

Survey Measurement Tips Customer Satisfaction 70

Second to None

MARCH 26, 2018

Engaged and satisfied customers can have a significant impact on any organization’s bottom line, because these two metrics are signs of a continuing customer relationship. In this article, I’ll explain this in more detail: what the difference is between a consumer and a customer and why it’s important.

Consumers 54

Consumers How To User Experience Brands 54

SurveySparrow

APRIL 11, 2021

Have they attended any webinars or demos? Organize a webinar where you share valuable information with your target market. Someone who got recently introduced to your brand will trust your products more once they start consuming your content daily. . How many times have they opened emails from you? Free consultation calls.

Strategy 98

Strategy How To Effort Score Social Media 98

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Q&A Recap.

B2B 98

B2B Company B2C Survey 98

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

ChurnZero

SEPTEMBER 8, 2022

Responding to individual concerns is a largely reactive and time-consuming approach. . Automating onboarding with an LMS can help CSMs focus on value-added activities rather than repetitive, time-consuming tasks. The good news: They can hone their answers and have information at the ready when the question comes up.

Customer Success 98

Customer Success Training Customer Satisfaction Customer Retention 98

SurveySensum

SEPTEMBER 8, 2023

They found that on average, a consumer is valued at $210 to Dell. 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. Here are 4 ways to do that!

NPS 52

NPS ROI Social Media Effort Score 52

SurveySensum

SEPTEMBER 5, 2023

Improve the Process with Onboarding Surveys: Utilize surveys to gather feedback on the onboarding experience. Use survey data to make data-driven enhancements to the onboarding process, continually refining and optimizing it for better user engagement. But just having this metric isn’t enough.

Customer Experience 52

Customer Experience Self Service Effort Score Metrics 52

CSM Magazine

JUNE 20, 2023

Moreover, ROI is a metric used to calculate the financial gain or loss from an investment. Today’s consumers expect a highly personalized experience, from product recommendations to communication preferences. Continuously gather feedback through surveys, social media, and customer service interactions.

ROI 52

ROI Customer Service Marketing Social Media 52

ChurnZero

AUGUST 14, 2020

Know exactly how customers use (or don’t use) your product and analyze usage trends over time by capturing feature and page events as well as time-in-app metrics and online status monitoring at the contact and account level. NPS software is used to create, deploy, and manage NPS surveys. Webinar Software. What is NPS software?

Software 87

Software Customer Success NPS Net Promoter Score 87

inQuba

SEPTEMBER 6, 2022

Gartner , in their report ‘2022 Gartner CEO and Senior Business Executive Survey’*, has reported that ‘ Customer Acquisition, Retention and Engagement’ are the top (18% selection) combined focus area for CEOs and executive teams in 2022. Who is looking at those longitudinal metrics? So, what are executives focussing on? Bruce Eidsvik.

Customer Journeys 52

Customer Journeys Management ROI NPS 52

ChurnZero

FEBRUARY 23, 2021

To find out, we invited CSM Practice to share benchmarking data from their recent survey of Customer Success professionals on how they build, maintain, and measure customer health scores. During the webinar, we cover: Who uses customer health scoring. If you missed the webinar, you can watch it on-demand. Q&A Recap.

Metrics 80

Metrics ROI Customer Success System 80

Gainsight

JANUARY 12, 2021

Our customers want to sell online then capture and maintain consumer attention. They want to understand how they can lean into the marketplace style of selling, similar to Amazon, which has become the consumer standard. These not only greet and educate customers but also include surveys asking for critical account information.

e-support 59

e-support Self Service Meeting Customer Success 59

BirdEye

NOVEMBER 30, 2023

By optimizing your website for SEO, you’ll rank higher in search results and appear when consumers search for legal assistance aligned with your capabilities. Consider hosting webinars and workshops Hosting online or in-person continuing education events establishes credibility and provides immense value to existing and potential clients.

Marketing 111

Marketing Social Media How To Advertising 111

Enalyzer

MARCH 20, 2018

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. The consumer decision journey. Initial consideration : the consumer considers an initial set of brands based on brand perceptions and exposure to recent touch points. Webinar signup.

Touchpoint 50

Touchpoint Customer Journeys Net Promoter Score Social Media 50

Grade.us

MAY 4, 2021

Last week, we had a fantastic webinar with Veronica and Ellie from our sister company, Traject’s social media management software Sendible. In our webinar, we shared a variety of really important social media tips for marketing your local business. Here’s what we covered in this webinar: . Q&A from the webinar.

Social Media 26

Social Media Tips Advertising Strategy 26

BirdEye

MARCH 24, 2023

Market development strategy focuses on the consumer and their journey right from awareness to loyalty and all the strategies employed to ensure they reach that loyalty stage. They need to be able to use metrics and analytics tools to track performance and adjust strategies as needed. Studies estimate that about 2.4

Return on Investment 98

Return on Investment Social Media Sales Metrics 98

SurveyGizmo

NOVEMBER 5, 2021

Alchemer predicts that this next year will see CX departments evolve from data consumers to data contributors, sharing critical customer interactions throughout their journey. The API can serve as a catalyst for automated actions based on metrics like lead score. They may look at the metric every quarter, but few act on it.

Data 98

Data Net Promoter Score NPS Effort Score 98

Lithium

DECEMBER 6, 2022

Beyond surveys: Go deeper than customer feedback These days, top brands are going deeper, digging into conversational data points that customers provide every day, without even being asked, to get more insight into their CX. Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Publishing. Available On-demand.

Social Media 52

Social Media Roadmap Trends Hospitality 52

SurveySensum

OCTOBER 12, 2022

ProProfs Survey Maker. Time-consuming: Selecting the right theme with the right template takes a lot of time. . Here are the top 10 competitors of Jotform that help you share surveys with your customers, gather their feedback, and analyze those feedback, all in real-time. . ProProfs Survey Maker. SurveySensum.

Survey 52

Survey Chatbots eBook Feedback 52

2020 Research

SEPTEMBER 20, 2022

Leaders from both Schlesinger Group and Apex Scoring System then shared the results in a webinar Sept. In the following webinar summary, these experts deconstruct the report to help you understand how to survive through major changes in how customers relate to their banks through times of trial and technological advancement.

Banking 52

Banking Financial Loyalty Consumers 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. Customer Satisfaction measures the level of loyalty from the consumer base.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

Playvox

MARCH 5, 2024

Here are the trends: AI-Powered Self-Service Support According to a recent Gartner survey , thirty-eight percent of Gen Z and millennial customers say they are likely to give up on a customer service issue if they can’t resolve it with self-service. Check out our on-demand webinar “ How to Infuse AI Into QM: What You Need to Know. ”

Self Service 78

Self Service Management Contact Center Effort Score 78

Survicate

JANUARY 23, 2019

88% of US consumers say the more they trust a brand, the more personal information they’re willing to share. As little as 3% of US consumers, want their experiences to be fully automated. . Do they prefer video content (like a webinar) or do they favor good old written content? or sending surveys. Source: PwC.

How To 87

How To Effort Score Net Promoter Score Survey 87