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How to Improve Your Customer Satisfaction Score (CSAT) Score


Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In other words, when expectations change, so will the perceived quality and perceived value. out of 100.

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How to Bring Agile Innovation to Customer Success


You can define KPIs for any stage of the customer journey , including onboarding, adoption, and expansion. This should reference your KPI metrics and lay out a path to achieve each. This should reference your KPI metrics and lay out a path to achieve each. Put Technology In-Place for Customer Listening and Engagement.


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2021 Survey: The State of Journey Management & CX Measurement


Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. Journey Management Maturity Separates CX Leaders from the Pack. In fact, high performers are: 1.6

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Is Your Customer Success Team Reactive or Proactive? 


There is a difference, however, between eking out a passable customer service strategy and actually building the foundation for a long-term, scalable customer success function. Your team wasn’t prepared for a customer changing direction mid-term. Do any of the following situations sound familiar?

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Accelerating the Customer Experience post-COVID


Just like receiving a text message on your phone, tone allows for interpretation but being able to see facial expressions and read body language can relay a sense of competency and trust among customers. This statistic alone shows a significant shift in potential customer journeys.

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How Do You Know When It's Time to Redesign Your VoC Program?

CX Journey

Either way, it's likely that it's time to revisit your customer listening efforts to ensure they meet today's standards and requirements. Have you mapped your customer journeys? Have those maps identified new listening needs or opportunities that you hadn't considered?

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6 Best Practices to Ensure Customer Success During COVID-19

CSM Practice

At CSM Practice, we are following the Covid-19 situation and its impact on customer success closely. And as we collectively work together to lower the curve, we would like to provide some guidance based on best practices to smoothen customer journeys during the Coronavirus pandemic. 1. Be Customer-Centric.