InMoment XI

JANUARY 2, 2023

Measuring customer experience (CX) requires a layered approach that can include in-depth user interviews and gathering data at key points of contact, as well as tracking metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Customers who are promoters score 9 or 10.

Net Promoter Score 295

Net Promoter Score NPS Metrics Effort Score 295

ChurnZero

MARCH 31, 2020

This all owed customers to passively give direct feedback and Untappd to collect the needed information for customer segmentation. To avoid contract pauses, they’ve gotten creative with how they add value in other ways, such as helping with their customers’ social engagement strategy and promoting virtual happy hours.

Customer relationships 72

Customer relationships Leadership Customer Success Communication 72

ChurnZero

DECEMBER 20, 2019

Is it retention, expansion, advocacy, product feedback, or service delivery? When customers are unsuccessful and become Detractors, we find out what we could do better and work to improve the situation. Mikael Blaisdell , Executive Director, The Customer Success Association . Customer Success Resource.

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

ClientSuccess

APRIL 20, 2017

The CSM should be in contact with their customer accounts—whether through automated communication or a manual one-to-one approach—at least once a week to keep the relationship and feedback channels strong. In contrast, a CSM aligned to Engineering can help with escalations, mitigate risk, and help identify potential customer issues.

Customer Success 40

Customer Success Case Study Net Promoter Score ROI 40

GetFeedback

DECEMBER 21, 2018

However, only 1 out of 26 unhappy customers complain; the rest simply churn. How to combat customer churn & boost customer retention. Ask your customers for feedback. No one understands your customer needs better than your customers. Your customer relationships need to be mutually beneficial.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

SurveySparrow

SEPTEMBER 6, 2019

The simplest formula for Customer Lifetime Value that anyone with technical knowledge can understand is this: Customer Lifetime Value = Customer’ spend – Cost of acquiring – the cost of marketing – the cost of serving the customer. 7 Create a knowledge base. 8 Feedback. Conclusion.

Social Media 51

Social Media Effort Score Metrics Customers 51

Comm100

OCTOBER 30, 2017

Even as an outsider, if you’ve spent any time at all working alongside a call center or contact center you’ve probably seen the same mistakes being made by management over and over regardless of the company, the market, the product or customer base. Companies could have additional criteria based on their requirements, of course.

Contact Center 111

Contact Center Tips Management Call Center 111

Gainsight

JANUARY 30, 2023

Simply enlarging your customer base year over year is no longer a viable business model. Now, companies that want to survive—and thrive—are focused on maximizing revenue from their existing customer base. The best time to engage with customers is while they are actually in the product itself.

Self Service 52

Self Service e-support Survey NPS 52

Ecrion

FEBRUARY 24, 2021

Let’s take a look at what makes up a strategic communications plan and how customer communications management (CCM) can help the process. Every organization needs a roadmap to guide them toward their goals, and a Strategic Communications Plan is the roadmap of a company’s communications efforts. What Is a Strategic.

Communication 52

Communication Customer Journeys Roadmap Omni-Channel 52

Gainsight

NOVEMBER 15, 2021

Product can use direct feedback from customers to inform new features. The result of your combined efforts includes a more enthusiastic customer base, which drives NRR. Plus, you’ll be able to release more meaningful product features and produce better customer stories that reach new customers. Visibility.

Metrics 52

Metrics Measurement Customer Success eBook 52