ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Wootric CX Blog

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

Retently

JULY 28, 2023

Miscommunications, low employee engagement, and the lack of a customer-centric company culture can also get in the way and make things worse. Defines and Implements CX Measurement and Reporting Standards If you’re unfamiliar with CX metrics, here’s a guide explaining everything you need to know.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

ThriveableBiz

NOVEMBER 13, 2023

And for your insights program to be an effective marketing touchpoint, customers must feel respected and safe, as in any relationship. Think in terms of people, not stats Here’s a fundamental way to make your research a stronger marketing touchpoint. If not overwhelmed, by an endless stream of metrics, KPIs, Net Promoter Scores etc.

Net Promoter Score 52

Net Promoter Score Touchpoint Comparison Social Media 52

TechSee

AUGUST 26, 2020

Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels.

Customer Journeys 124

Customer Journeys Self Service Effort Score Omni-Channel 124

West Monroe

NOVEMBER 20, 2023

The mind part is more like, “We have financial metrics. You have metrics that are financial, and then you have this long-term vision of differentiating through experience, which is where a lot of customer success comes in. Most companies today look at net retention rate as a key financial metric. Are they promoting it?

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

West Monroe

NOVEMBER 20, 2023

The mind part is more like, “We have financial metrics. You have metrics that are financial, and then you have this long-term vision of differentiating through experience, which is where a lot of customer success comes in. Most companies today look at net retention rate as a key financial metric. Are they promoting it?

Customer Success 52

Customer Success Financial Metrics Multi-Channel 52

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. Customers have many touchpoints with an organization. Provide Timely Customer Feedback.

Contact Center 78

Contact Center Net Promoter Score Call Center Social Media 78

Education Services Group

JUNE 20, 2023

There are three main facets of this critical phase, and CSMs play an essential role in ensuring customers realize value as they engage with your solution over the course of their contract. CSMs take point during this stage, coordinating and carrying out a schedule of touchpoints designed to facilitate and encourage product use.

Customer Journeys 52

Customer Journeys Self Service Touchpoint Customer Success 52

BirdEye

OCTOBER 11, 2023

They want to see insurance organizations embrace new technologies, simplify communication, engage with them ongoingly, and offer relevant, customized advice. Gordon Watson, CEO at AXA Asia, feels, “ The business benefits of personalization are clear: sales, customer loyalty, and engagement, and a higher success rate when cross-selling.”

Insurance 111

Insurance Industry Customer Experience Self Service 111

Wootric

JULY 5, 2020

Customer Experience (CX) metrics have an important role to play in this strategy—something I explored in-depth in a previous post: Customer Experience in the Era of Product Led Growth. Metrics are essential to understanding progress on the product led growth curve. This is where CX metrics are so valuable. NPS Example: DocuSign.

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52

SurveySparrow

DECEMBER 29, 2023

This article aims to walk you through a step-by-step process of building a customer experience roadmap, setting you on a course towards establishing an immersive customer experience that will keep your patrons returning for more. It provides a unique perspective into how customers engage with your brand at each touchpoint.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Ecrion

JULY 17, 2019

With so many touchpoints along the customer journey – from initial sale to monthly invoices to product support – evaluating how your business is doing with respect to customer service can be daunting. Read on to learn about the most crucial customer service metrics that businesses across industries use to evaluate their success.

Metrics 55

Metrics Self Service Customer Service Call Center 55

Experience Investigators by 360Connext

FEBRUARY 9, 2021

70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. Of course, CX is not just about learning and identifying insights. Well, frankly, it’s easier to track metrics like “new sales.” Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CXApp

AUGUST 7, 2018

To be more precise, customer metrics. But related metrics are going to provide the insights you need to craft, hone and develop new experiences that are worthy of your customers’ time. What are some good KPIs or key performance indicators to consider when building a proper metrics system? Which Customer Metrics Actually Matter?

Metrics 40

Metrics Omni-Channel Net Promoter Score Social Media 40

CXApp

AUGUST 7, 2018

To be more precise, customer metrics. But related metrics are going to provide the insights you need to craft, hone and develop new experiences that are worthy of your customers’ time. What are some good KPIs or key performance indicators to consider when building a proper metrics system? Which Customer Metrics Actually Matter?

Metrics 40

Metrics Omni-Channel Net Promoter Score Social Media 40

Experience Investigators by 360Connext

FEBRUARY 23, 2021

It’s part of their internal communications and employee engagement rhythm. Of course each business is different, but consider a customer experience content calendar as a way to keep your employees focused on the why, the how and the “what do I do about it? Keep mentioning the metrics – try metric of the month!

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. Of course, not all customer research requires a conversation.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Gauge the effectiveness of your customer education touchpoints .

Measurement 118

Measurement Effort Score Customer Experience Data 118

Maru Group

FEBRUARY 25, 2021

Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. And does the touchpoint experience deliver the same emotional wrapper they expect from the brand? This focus on the rational misses the crucial emotional element of a brand experience.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

Maru Group

FEBRUARY 25, 2021

Yet most programs are focused exclusively on metrics which summarize how the customer rationally thinks about a touchpoint post the experience. And does the touchpoint experience deliver the same emotional wrapper they expect from the brand? This focus on the rational misses the crucial emotional element of a brand experience.

Customer Experience 52

Customer Experience Net Promoter Score Touchpoint NPS 52

ImprintCX Articles

MARCH 4, 2024

Whilst we have experienced and understand the true value providing a consistent customer experience has on critical business metrics and ultimately growth, it is still a fairly new concept and field for businesses that are usually focused on the needs of shareholders. Boards still must deliver on profit and revenue metrics.

Leadership 52

Leadership Metrics Exercises Government 52

Horizon CX

MAY 19, 2023

Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey. Their involvement, engagement, and willingness to adapt are crucial for successful transformation.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. In other words, these touchpoints include a broad range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

Wootric CX Blog

SEPTEMBER 8, 2020

That’s also why most market leaders are investing in customer engagement tools like live chat software to improve customer service levels and loyalty. . Customer expectations are always changing, and brands must continually monitor their communication touchpoints to identify and eliminate any bottlenecks that impede the overall experience.

Interaction 52

Interaction Customer Journeys Effort Score Touchpoint 52

Education Services Group

JULY 5, 2023

Touchpoints vary depending on how well you’ve established a rapport with your customer. CSMs monitor their accounts for new opportunities the entire length of the contract, but it’s especially important during Service and Loyalty because this is when users have grown comfortable with your product and are engaging with it regularly.

Customer Journeys 52

Customer Journeys Loyalty Touchpoint Customer Success 52

Beyond Philosophy

JULY 17, 2017

Build-A-Bear: Emotional Touchpoints and Memories. Then she said that the goal is to engage customers so they build an emotional bond with the brand. It’s these kinds of moments that create memorable emotional touchpoints that enhance a customer’s experience. But it’s only part of the equation. The post Be Warned!

Technology 133

Technology Touchpoint Case Study Consulting 133

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Most events take place at least annually, and oftentimes a client will produce multiple events over the course of a year. While retention is closely correlated with concrete metrics like the quality of the product, the utility of the features, and adoption-rates, an equally powerful metric is overall quality of your customer experience.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

SurveySensum

AUGUST 1, 2023

According to the Brand Keys Customer Loyalty Engagement Index , a 7% increase in customer loyalty can result in a significant increase of up to 85% in the money customers spend over their lifetime. With an effective retail customer feedback tool , of course!

Retail 52

Retail Loyalty Connections Loyalty Programs 52

ChurnZero

OCTOBER 19, 2021

Instead of a goal to “improve customer engagement,” create a goal to “increase user adoption by 30%, over the course of 2020,” and make sure you have the tools to track those metrics. M: Measurable — quantifying your goals helps you track progress and know when you’ve reached the finish line.

Customer Satisfaction 98

Customer Satisfaction Meeting Customer Success Tips 98

Totango

OCTOBER 20, 2020

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Gauge the effectiveness of your customer education touchpoints .

Measurement 84

Measurement Effort Score Customer Experience Data 84

BirdEye

AUGUST 21, 2020

Today, customers increasingly engage with businesses through digital channels. Start from the stage when they become aware of your product or service – through all touchpoints and on different devices. Of course, sending all customer queries directly to a live representative might be overwhelming for your team.

Customer Experience 90

Customer Experience Customer Journeys Net Promoter Score Chatbots 90

Interactions

APRIL 17, 2019

Contact centers are now tasked with engaging and delighting the customers, and not just containing and deflecting customer calls. Average Handling Time (AHT) was, and still is, one of the most important metrics used in contact centers. Another metric that is traditionally used is First Call Resolution (FCR). Changing the focus.

Contact Center 54

Contact Center Measurement Self Service How To 54

Customer Bliss

JANUARY 29, 2015

You have brought in customers to validate and course-correct our findings. You have identified the key touchpoints most important to customers and to customer growth. You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. Yes _ No _.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

Experience Investigators by 360Connext

MARCH 8, 2021

Learning and development leaders and curriculum designers often will put together a series of courses or training sessions to progress through within one area of interest or expertise. Stress the importance of how the customer experience is about how you show up not just at transactional points in the journey, but at every touchpoint.

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Upstream Works

NOVEMBER 4, 2021

Contact centers with long-standing infrastructure tend to focus on technology that optimizes internal operations and supports agent-centric performance metrics. Engage with stakeholders outside the contact center. Omnichannel is transformational by representing an approach that’s based on a different problem set.

Omni-Channel 78

Omni-Channel Contact Center Call Center Technology 78