InMoment XI

JUNE 14, 2022

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS , PSAT, CSAT , and Customer Effort Score(CES) monitor customer sentiment—providing critical insight into behavioral and revenue metrics. Metrics are essential to understanding progress on the product led growth curve.

Metrics 260

Metrics Net Promoter Score Effort Score NPS 260

inmoment

AUGUST 13, 2020

In a recent interview, Keira Hazell, Voice of Customer Manager for Kayo Sports and Binge, said, . Best practices show that the financial impact of the CX capability is outlined in the onboarding process, tested and controlled along the way, and measured and reported against quarterly. Create CX Champions.

How To 52

How To Return on Investment Sports eBook 52

Russel Lolacher

MARCH 29, 2021

In a nutshell, self-service is about your customers finding the answers they are looking for to the questions they have, while proactive digital engagement is your brand making the first step in communicating to your customer to better inform or assist them like upcoming appointments, service updates, etc. For example: Banking.

Self Service 52

Self Service Engagement Banking Comparison 52

Wootric CX Blog

JULY 5, 2020

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS, PSAT, CSAT, and Customer Effort Score(CES) monitor customer sentiment — providing critical insight into behavioral and revenue metrics. “The This is where CX metrics are so valuable. happy face” or “sad face”).

Metrics 85

Metrics Net Promoter Score Effort Score NPS 85

Wootric CX Blog

MARCH 1, 2020

Bonus points if you can report sentiment . Where traditionally you might have the head of support run point on changing the case management software, today we see CEOs delivering a mandate to connect the dots across all key customer touchpoints. Learn how to obtain the right feedback to understand customer desires and expectations.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

Think Customers

DECEMBER 13, 2021

For example, starting with the right feedback mechanisms can give you first-hand insights from customers about the new channels and capabilities available to them. Consider adding Voice of Customer (VoC) , analytics , interviews, and polls to your arsenal of feedback tools. The post 6 ways to renew (and stick to!)

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Wootric

JULY 5, 2020

Voice of customer data illuminates the “why” behind the clicks and the cash. Classic CX surveys like NPS, PSAT, CSAT, and Customer Effort Score(CES) monitor customer sentiment — providing critical insight into behavioral and revenue metrics. “The This is where CX metrics are so valuable. happy face” or “sad face”).

Metrics 52

Metrics Net Promoter Score Effort Score NPS 52