CloudCherry

DECEMBER 1, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

CloudCherry

OCTOBER 19, 2018

CloudCherry uses very specific journey mapping, reporting, and analysis from a beginning-to-end member experience to show how data can drive change, improve employee action and delight the member, whether it be a normal visit to withdraw or deposit funds or a new customer obtaining a new checking account or opening a business loan.

Customer Journeys 150

Customer Journeys CEM Net Promoter Score Touchpoint 150

SurveySensum

JULY 4, 2023

These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience. Basically why and how customers are interacting with your brand. Define your key metrics that will serve as your indicators for customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

SurveySensum

JULY 4, 2023

These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience. Basically why and how customers are interacting with your brand. Define your key metrics that will serve as your indicators for customer satisfaction.

Customer Satisfaction 52

Customer Satisfaction Strategy Tips Social Media 52

Lumoa

FEBRUARY 14, 2024

From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy. Fine-tuning your CX elements is a constant exercise. To do so, you need a detailed list of all the potential touch points in the customer journey.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

SurveySparrow

JANUARY 24, 2020

NPS is versatile as it can be sent not only during the end of a transaction but also at regular intervals which the company deems fit. It allows you to capture feedback at important intervals during the customer journey. There are two different types of NPS: Transactional NPS. Relationship NPS.

NPS 52

NPS Touchpoint Survey Exercises 52

SurveySparrow

APRIL 20, 2020

With word of mouth marketing getting more mainstream, it is high time that you up your customer service game. Net Promoter Score or NPS will be your weapon in your quest to capture the love of your customers. How to Use NPS to drive more sales? You can use NPS to do as much damage control as you can.

NPS 52

NPS Sales Effort Score Net Promoter Score 52

SurveySparrow

SEPTEMBER 15, 2019

It is highly likely you have been asked the famous question either through an NPS email survey or a widget, which is this-” How likely are you to recommend our product on a scale of 0 to 10?” It is used to find out the customer’s satisfaction from using your product and is an indicator of customer loyalty. Ever wondered why?

NPS 40

NPS How To Survey Feedback 40

PeopleMetrics

MARCH 26, 2018

Your website, call center or storefront are all examples of possible customer touchpoints. When mapping out these touchpoints to better understand the customer journey, some companies will identify 5 to 10 touchpoints, while others might identify 50 or 100. Customer experience is cumulative. Touchpoints vary.

Touchpoint 86

Touchpoint Feedback CEM Call Center 86

Kustomer

FEBRUARY 3, 2022

Using Data to get Customer Insights. As companies are trying to tackle the customer journey, many are overwhelmed by data chaos and don’t know how to organize it in a way that boosts engagement all while saving money. I mean, we have everything from our average speed to answer or how fast are we talking to the customer?

Customer Journeys 98

Customer Journeys Data Analytics Interaction 98

Gainsight

JULY 16, 2021

Have you ever started a new exercise routine? As things begin to open up, people are returning to gyms, yoga classes, and exercise clubs to create a level of health they lost during the COVID-19 pandemic shutdown. Even starting a new exercise regimen takes at least 30 days to make it part of a healthy habit. Your CS Exercises.

Analytics 40

Analytics Strategy Exercises Sports 40

Gainsight

NOVEMBER 18, 2019

Post-it notes are everywhere, laying out our customer journey map. The journey map ends up sitting on a SharePoint somewhere, unshared and unused. The reality is, B2B customer journey mapping is uniquely tough. Conduct in-person interviews with your customers. Minimal impact.

Customer Journeys 9

Customer Journeys B2B Touchpoint NPS 9

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Is it NPS? ©2015 suitecx – Confidential Is it NPS? Allows a company to marshal resources to act upon improvement of the customer experience. Starting to cause some ‘NPS fatigue’ for both customers and employees. Link between company growth and NPS is being contested.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Stella Connect

JUNE 25, 2018

Digging in to discover why your process isn’t working is a complex but valuable exercise. Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

Stella Connect

JUNE 25, 2018

Digging in to discover why your process isn’t working is a complex but valuable exercise. Every extraneous customer service call your agents process costs your center money, and in many important ways. Improving your score isn’t as simple as scheduling a one-day customer service training session or implementing better software.

First Call Resolution 40

First Call Resolution Tips Effort Score Contact Center 40

ChurnZero

NOVEMBER 5, 2021

For busy Customer Success teams, it can be difficult to pause and reflect on the systems you use to manage your days. However, if you want to ensure your Customer Success software keeps working for you, and not against you, it’s a worthwhile exercise to evaluate its performance.

Software 52

Software Customer Success Net Promoter Score Exercises 52

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

Lumoa

SEPTEMBER 11, 2023

Before developing a customer experience strategy, you need to identify the metrics against which you will measure your performance. Criteria like your company’s Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT) will give you a fair idea of what customers’ opinions are like.

Strategy 208

Strategy Customer Experience Effort Score Net Promoter Score 208

ChurnZero

NOVEMBER 5, 2021

With busy Customer Success teams, it can be difficult to pause and reflect on the systems that we use to manage our bustling days, when most of the time, we’re just trying to get through them. Auditing your Customer Success software helps you identify inefficiencies and quality improvements in your requirements, data, and processes.

Software 52

Software Customer Success Net Promoter Score Exercises 52

ClearAction

JANUARY 11, 2015

That probably brings to mind something like touch-point mapping or customer journey mapping, but those aren't the process flows to zero-in on when designing customer experience management metrics. You might even suggest a tracking device or website or coach that can monitor activity, exercise, food, and sleep.

Customer Experience Management 48

Customer Experience Management Metrics Customer Experience Management 48

Chattermill

JULY 2, 2019

Start seeing a turnaround with these tips that will help you collect more data and better understand how your customers feel about their experience. The problem is that many companies don’t have access to the level of data needed to understand the customer’s perception of their experience. Ask for Customer Feedback Immediately.

Survey 49

Survey How To Feedback e-support 49

Chattermill

JULY 2, 2019

Start seeing a turnaround with these tips that will help you collect more data and better understand how your customers feel about their experience. The problem is that many companies don’t have access to the level of data needed to understand the customer’s perception of their experience. Ask for Customer Feedback Immediately.

Survey 40

Survey How To Feedback e-support 40

Kustomer

APRIL 1, 2021

I’m about NPS. You might walk them through various exercises of building a journey, and we could talk forever on journeys. And that’s really what’s coming out of the define stage and that’s a homework exercise you do with the team. Is there any secrets you’ve found to get that?

Hotels 87

Hotels Innovation Sports Customer Experience 87

delighted

OCTOBER 5, 2021

Two-part customer service surveys are quick and easy to complete – which leads to higher customer response rates and more opportunities to adjust support processes in real-time. Customer Effort Score (CES). Net Promoter Score (NPS). Learn more about what is a good NPS score in our latest guide.

Metrics 89

Metrics Net Promoter Score Customer Service Effort Score 89

ChurnZero

APRIL 12, 2019

During this webcast we also learned: The key aspects of customer-centric business practices (e.g. organizational accountability for Customer Experience, Voice of Customer (VOC) feedback loops, with examples and best practices. You’ll notice that I haven’t said- send out a Net Promoter Score (NPS) survey, and that’s intentional.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

Thematic

MARCH 29, 2020

Customer surveys are useful to keep a pulse on things, to get continuous feedback as you are improving your product, or to quickly get feedback on a specific aspect of your product. If you are in a highly competitive space, companies like ROIRocket provide double-blind NPS surveys via panels to get deeper insights.

Feedback 111

Feedback How To Analysis e-support 111

ChurnZero

JANUARY 26, 2021

So how can CSMs engage with their customers in an outcomes-oriented way? . We’ve designed a tool called the Joint Success Plan which helps CSMs capture, measure, communicate and execute against customer goals. . The exercise of joint success planning itself is a collaborative one (hence the word “joint” in its name).

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Ian Williams

MARCH 19, 2020

That’s just a vanity exercise. But I’ve done both… two different ways of doing Customer Journey Mapping as an information gathering exercise. Ian: However from your perspective what tips and thoughts can you put forward about what needs to be included within a business case? Christopher: Yeah.

Leadership 52

Leadership Consulting Financial Video 52