Kerry Bodine
AUGUST 14, 2020
On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. And for more on this subject, I suggest checking out these two additional posts: Quant Data, Qual Data: Use Just One To Derail Your CX Efforts.
ClientSuccess
APRIL 12, 2022
As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. What is a Customer Effort Score . How to calculate a Customer Effort Score.
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InMoment XI
OCTOBER 10, 2023
These metrics delve deep, capturing the nuances of every touchpoint, from the initial inquiry to post-purchase survey. While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments.
Education Services Group
JULY 20, 2021
ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Madeline Evans (ME): My recommendation would be to prioritize your health scores and usage KPIs. Watch it here if you missed it!).
InMoment XI
OCTOBER 24, 2023
These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. By meticulously selecting and monitoring the right KPIs, businesses can ensure that every effort, every strategy, and every decision is in harmony with their overarching goals. Enter analytics.
InMoment XI
SEPTEMBER 14, 2023
Key Strategies for Effective Reputation Management Managing your brand’s reputation is an ongoing effort that requires a well-rounded approach. Employee Advocacy Employees often serve as the first touchpoint between your brand and the public, making them crucial players in managing your reputation.
GetFeedback
JULY 19, 2019
Too many companies focus on customer touchpoints. A touchpoint is any interaction that might influence the way your customer feels about your product, brand, or business. There can be dozens—even hundreds—of touchpoints. Unlike a customer touchpoint, a customer journey has a beginning and an end. Get the Guide.
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