Waypoint Group

MAY 23, 2018

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams. The leading metrics that ensure you’re on track to accelerate profitable growth. So what metrics are good indicators of strengthened customer relationships?

Measurement 40

Measurement Customer Success Metrics B2B 40

Waypoint Group

MARCH 27, 2019

And since they had 4 years of customer feedback from “Buying Committee” members – not just end users or champions, but feedback from those people participating in buying decisions – the analysis was straightforward. You’re missing the boat if you’re only looking at sentiment and customer feedback as a “point in time” exercise.

NPS 40

NPS Financial B2B Exercises 40

ChurnZero

FEBRUARY 26, 2021

Hearing feedback firsthand from the customer gives Product teams added context and a better appreciation for the customer’s reality, which can be an eye-opening and perspective-shifting exercise. He also recommends internally sharing NPS feedback and finding ways to share the accountability for those metrics across departments.

Customer Success 59

Customer Success Company Management Roadmap 59

Customer Alignment

JANUARY 21, 2018

There needs to be a rethinking of what suite of CX metrics is pertinent, their purpose and applicability. I predict there is going to be a step back from the vast array of, primarily transactional surveys, and Voice of Customer as we know it. 2018 needn’t be another year of unfulfilled promise.

Net Promoter Score 40

Net Promoter Score NPS Customer Journeys Exercises 40

Waypoint Group

MAY 18, 2016

This reaction is rather due to its overwhelming use, respondents are able to recognize that they have been sent this pro forma and most importantly are unconvinced that their feedback is going to be used for anything other than a ‘box ticking’ exercise.

Company 40

Company Customer Experience Survey B2B 40

ChurnZero

APRIL 12, 2019

If you find yourself wondering these exact same questions, then you should check out our on-demand webinar with Julia Ahlfeldt, where she breaks down what it takes for an organization to truly put the customer at the center of their business. During this webcast we also learned: The key aspects of customer-centric business practices (e.g.

Customer Centricity 14

Customer Centricity Customer Success Net Promoter Score Self Service 14

ClearAction

JANUARY 20, 2020

Workflow diamonds (decisions to flow forward or circle back) are filters: they prevent poor outputs from reaching customers. Workflow diamond metrics are true leading indicators of future customer experiences, sentiment and behaviors; business results follow suit. 10) Close the Loop with Your Customer Base.

Customer Experience 120

Customer Experience Analysis Metrics Customers 120

Russel Lolacher

JUNE 15, 2021

Voice of Customer (VoC) Programs – this is a focus on capturing, analyzing and reporting on all customer feedback—expectations, likes, and dislikes—associated with your company. this exercise collects customer’s feedback about their experiences with and expectations for your products or services.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

ClearAction

JANUARY 20, 2020

Workflow diamonds (decisions to flow forward or circle back) are filters: they prevent poor outputs from reaching customers. Workflow diamond metrics are true leading indicators of future customer experiences, sentiment and behaviors; business results follow suit. 10) Close the Loop with Your Customer Base.

Analysis 90

Analysis Metrics Customers Customer Experience Management 90

ChurnZero

SEPTEMBER 25, 2020

Unfortunately, when I reflect on my own experience at various Product roles throughout my career and when I look at organizations today, many Product teams claim to have a Voice of Customer program, but the way in which they collect feedback tends to focus less on customer needs and more on their own.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. And you’ll need a metric to keep focus. Neither party tends to have an opportunity to see the big picture while executing. Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Waypoint Group

JUNE 3, 2022

They are processing transactions and handling customer issues. . Here’s a simple exercise: I ask you to imagine you are the Executive Assistant to the CFO of Acme, Inc. And you’ll need a metric to keep focus. Neither party tends to have an opportunity to see the big picture while executing. Enter the Feedback Loop.

Transportation 52

Transportation Exercises CRM Feedback 52

Stella Connect

NOVEMBER 7, 2017

Voice of Customer Data: Are You Making the Most of Your Investment? It pains us to think about this scenario, because we know firsthand what voice of customer data programs can do and the growth they can unleash. These programs can also build long-term customer loyalty— the biggest revenue driver of all.

Data 40

Data Effort Score Contact Center Policies 40

Pink Guava

OCTOBER 31, 2018

There is a reasonable investment kept aside as you do not want this to be an exercise on paper. Remember this is a Customer experience Transformation Initiative and so the entire focus has to be Customer. So link every project with these metrics and monitor the progress. This has to be Top – Down approach.

Customer Experience 45

Customer Experience Effort Score Metrics Measurement 45

RapportBoost

DECEMBER 10, 2018

RapportBoost uses artificial Intelligence to optimize chat conversations in order to drive dramatic and sustained improvements in conversion rate, order size, customer satisfaction, renewal rate, average handle time, first contact resolution rate, agent retention and happiness, and other critical contact center metrics.

Contact Center 40

Contact Center Customer Centricity Omni-Channel Chatbots 40

Thematic

SEPTEMBER 22, 2021

When we conduct research, need to explain changes in metrics or understand people's opinions, we always turn to qualitative data. Most organizations have now invested in Voice of Customer programs , support ticketing systems, chatbot and support conversations, emails and even customer Slack chats.

Analysis 111

Analysis Data Feedback Analytics 111

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), Fizzback’s responsiveness and scalability ensures consistency of information and customer tracking from touchpoint to touchpoint.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Thematic

MARCH 27, 2023

As part of my job, I work with organisations and help them improve and mature their Voice of Customer (VoC) programmes. This is so they can better understand and continuously improve customer experiences (CX) and ultimately drive business performance. The question of “Why is it important to mature your programme?”

Tips 71

Tips Customer Centricity Feedback Social Media 71