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

FEBRUARY 28, 2020

If you’re getting information like NPS scores, customer sentiment, or other customer satisfaction measures have that right alongside. Make it feel palatable and make sure that if you’re creating a sequence that there is the right weight and effort underneath each stage within that sequence.

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

BirdEye

APRIL 7, 2023

Measuring the success of your marketing efforts the right way is crucial. Measure the efficiency of your campaigns while they are running to see what can be done to improve them. Marketing key performance indicators or KPIs are metrics you can measure to see if your campaigns are going as per plan to achieve the set goal.

Marketing 52

Marketing Social Media Return on Investment Touchpoint 52

SurveySensum

AUGUST 26, 2020

Why do you need to measure the ROI of your CX program? . To answer simply, how are you going to design, measure, and optimize your CX program if you don’t know its return on investment? . And if you are making an investment, you need to make sure that there is a defined and forecasted return on that investment. .

ROI 98

ROI Effort Score e-support Metrics 98

ChurnZero

JANUARY 26, 2021

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). M – Measurable. Simplicity is the name of Joint Success Plan game.

Customer Success 98

Customer Success Tools Management Chief Customer Officer 98

Experience Matters

APRIL 7, 2015

Once again we had a great group of nominees, making the scoring difficult for the judges. We work with global 5,000 clients to create multi-channel, multi-lingual feedback and research programs that engage customers, empower employees, deliver a compelling respondent experience, and provide high Return on Investment.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120