InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
Lumoa
JANUARY 17, 2019
Wondering what is the optimal way to measure customer experience? Choosing customer experience metric seems to be a complex process? Start collecting customer feedback and measuring customer experience with a simple and easy KPIs and metrics! Don't let the variety trick you. Feed generated with FetchRSS )
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Lumoa
SEPTEMBER 8, 2020
Measuring customer loyalty these days is a little more complex. However, as competition in almost every industry has increased dramatically, loyal customers may be more important than ever. Though we often share anecdotal evidence of customer loyalty, having hard numbers to back up those claims are less common.
Heart of the Customer
MAY 6, 2022
We CX folks love to discuss measurement. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. The post How to Measure CX Impact appeared first on Heart of the Customer. The post How to Measure CX Impact appeared first on Heart of the Customer.
Speaker: Diane Magers, Founder and Chief Experience Officer at Experience Catalysts
Transforming customer engagement, Voice of Customer (VoC) insights, and Journey Maps into tangible financial outcomes poses a significant challenge for most organizations. To gain buy-in from the C-Suite and key stakeholders, it’s crucial to illustrate how Experience Management translates into clear, measurable business results.
Lumoa
JANUARY 5, 2023
Let’s face it – measuring customer satisfaction is no easy feat. It’s crucial to understand what your customers are thinking, but it can often be difficult to pin down the specifics of their opinions and experiences with your business. Why Is It Important to Measure Customer Satisfaction?
Feedbackly
AUGUST 9, 2023
The importance of customer satisfaction for a business needs no special emphasis. Satisfied customers are likely to purchase more, recommend your product to others, and also become loyal customers of your business. Satisfaction also implies how well a brand meets its client expectations.
Speaker: Jeb Dasteel, Former CCO, Oracle and Owner, Dasteel Consulting
"Customer Success” has become extremely popular in the last several years but has turned into one of those terms so varied in interpretation that it has lost meaning. Even the role of the chief customer officer - or top Customer Success executive - differs endlessly across organizations large and small.
Speaker: Nate Brown, Co-Founder, CX Accelerator
The contact center is one of the most strategic and influential groups related to the larger Customer Experience (CX). Learn how to round out your CX dashboard with metrics related to the employee experience, the customer journey, and business results. Do you have the right metrics in place to assess your true impact?
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The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?
Speaker: Adrian Speyer, Head of Community and Lead Evangelist for Higher Logic Vanilla
Customers want to receive support through multiple different mediums. How to go beyond transactional relationships in support communities. How to measure and prove the success of your support community efforts. To meet this expectation, a company’s support stack needs to be comprehensive. But not everyone gets it right.
Speaker: Rosetta Carrington Lue, CEO, RCL Customer Experience Solutions, LLC
By investing and focusing on employee engagement, your company will be able to increase productivity, retain top talent, and increase your customers' experience. How to define, measure and track success. In this session, you will learn: The significance and importance of engaged employees.
Speaker: Panel hosted by Adrian Speyer, Head of Community, Vanilla Forums
How do you encourage your customers to help others? What are the key metrics to measure? Join us to learn: How to integrate your knowledge base (and KCS) with your community. How to establish a successful ambassador program. Or, are you not even sure where you should start. What are the biggest challenges?
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How do you go about creating an awesome customer experience strategy that works for your own customers? Take a second to reflect on the brands you love.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. Reducing customer effort can reduce costs by 37% and induce customers to spend 88% more.
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