Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Feedback analytics helps you transform all this text into meaningful themes and analyze the impact of these themes on your CX metrics. Why should businesses analyze CX metrics? NPS, CSAT, CES.it Think about it.

Metrics 117

Metrics Feedback NPS Loyalty 117

CSM Practice

FEBRUARY 8, 2023

One of the best ways to grow your business is to track several customer success metrics and use this SaaS valuation data to make effective decisions. If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Start tracking metrics today!

Metrics 52

Metrics Net Promoter Score Advertising 2025 52

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” CS teams communicate using a different language than finance. To that end, here are the metrics you can use to get started.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Totango

FEBRUARY 28, 2020

So when you get the customer’s attention, you have to maximize every conversation and engagement to prove you are the right partner to nurture their long-term growth. Creating a strong customer engagement strategy makes sure every interaction delivers that value. What is a Customer Engagement Strategy? Nurturing customer growth.

Customer Engagement 93

Customer Engagement Engagement Webinar Touchpoint 93

Totango

AUGUST 8, 2021

We recommend six best practices for using customer information to improve engagement with your software product and increase the likelihood of customer renewal : Establish Goals and Milestones. Offer Relevant Communications. Build a Customer Community. Data-Driven, Goal-Based Engagements. Offer Relevant Communications.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customer Journey 118

ChurnZero

JUNE 6, 2024

Recently, Darren hosted a ChurnZero webinar on how to create a program that boosts product usage and adoption, builds customer loyalty, streamlines support requests, and unlocks new revenue streams. Aligning the goals with the metrics of success from start to finish will set any organization up for success.

Webinar 52

Webinar Customers Measurement Reference 52

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. ME: Consider developing health scoring based on customer sentiment, engagement, and other key customer events.

Webinar 98

Webinar Touchpoint NPS Definition 98

ChurnZero

MARCH 28, 2023

One key to keeping customers is keeping them engaged. What is customer engagement? Customer engagement is the sum of all interactions between a customer and a company. Many of these are individual interactions but some engagement occurs at an organizational level. A successful subscription model depends on retention.

Customer Engagement 52

Customer Engagement Engagement Net Promoter Score Chief Customer Officer 52

Totango

SEPTEMBER 22, 2020

There are 5 recommended best practices in using customer information to improve engagement with the product and increase the likelihood of customer renewal : Establish Goals and Milestones. Offer Relevant Communications. Build a Customer Community. Data-Driven, Goal-Based Engagements. Offer Relevant Communications.

Customer Engagement 96

Customer Engagement Engagement Customer Journey Customer Success 96

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. However, for all of us who are building digital products and services, so many invaluable customer insights and personalized engagements are happening within the product itself.”. Click here for the on-demand webinar.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Totango

SEPTEMBER 11, 2020

Today, however, data-driven customer engagement software allows organizations to efficiently engage with clients in a way that is also personalized and valuable to the customer. Engaging Customers, Both New and Established. How Data-Driven Customer Engagement Optimizes Your CS Team to Meet Client Needs.

Customer Engagement 81

Customer Engagement Engagement Customers Communication 81

Gainsight

JULY 10, 2023

If you’re looking to enhance your customer engagement model for scale while also optimizing your resources, the tips shared in our recent Grow and Tell webinar provide a strong start. By automating redundant tasks, CSMs can spend more time engaging with customers and identifying risks and expansion opportunities.

Webinar 52

Webinar Roadmap ROI Touchpoint 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 111

Customer Engagement Engagement Customer Journey Mapping Definition 111

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. Communicate how you will measure success. Dashboards include the metrics gathered along with graphs, charts or other tools to tell the story over time.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? The communication is always about action.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 85

Customer Engagement Engagement Customer Journey Mapping Definition 85

Lithium

JUNE 27, 2022

It’s possible that it’s been a recent challenge to understand how your brand could fit into this social engagement circus. Your brand’s TikTok strategy could likely benefit from taking a minute to slow down and acquire an explicit understanding of this phenomenon in human communication. In short, not much. With the caveat of the 0.5-second

Engagement 52

Engagement Social Media Metrics 2012 52

Kustomer

MARCH 19, 2024

In today’s highly competitive marketplace, engaging customers and creating meaningful interactions is crucial for business success. While AI is not new to Kustomer, it is now emerging at the forefront in a significantly more strategic capacity, impacting how companies can transform their customer engagement methods. How Does it Work?

Metrics 69

Metrics Webinar Interaction Loyalty 69

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. You can add value by helping to explain why engagement or purchasing rates are down, as well as what would motivate customers to continue buying, and how to effectively launch new products. Check out the full webinar recording here.

ROI 150

ROI Webinar Sales Loyalty 150

Experience Investigators by 360Connext

JUNE 17, 2015

” Listening to 10 calls allowed me to see a pattern otherwise not recognized by metrics. Turn the weekly metrics report into definable action steps. I’m a Certified Customer Experience Professional (CCXP) and I’ll be sharing some of my best tips in our next webinar. Take notes! Join me for free !

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 80

Metrics Net Promoter Score NPS Customer Satisfaction 80

RapportBoost

NOVEMBER 25, 2018

By the end of this webinar, attendees will understand: What channels of communication are preferred by customers and why. The webinar will take place on Tuesday, Nov. is the leading chat analytics platform for brands to boost sales and engage customers. Join our growing community today! 27th at 12:30pm PST.

Contact Center 40

Contact Center Webinar Innovation Average Handle Time 40

BirdEye

OCTOBER 3, 2023

Access the webinar here. Unfortunately, the vast majority of unhappy individuals quietly stop engaging with a company without saying anything. Baer identified two major classes of complainers: Offline/private complainers: Communicate via phone, email, or in person. Want to hear the full conversation?

Customer Experience 104

Customer Experience Social Media Feedback Loyalty 104

Gainsight

JANUARY 6, 2023

According to the report, “Today, the most successful digitally powered B2B companies are built with a combination of product-led growth for acquisition and adoption, customer-led growth for expansion and retention, and community-led growth for advocacy and engagement. In-App Engagements and Product Communications.

2023 52

2023 Roadmap Webinar Metrics 52

Feedbackly

MARCH 1, 2024

It looks at a deeper form of engagement between the customer and brand where communication and interactions are driven by customer sentiments. The Emotional Value Index (EVI) is a metric designed to measure and evaluate EX. With each emoticon given a weighted average, calculating EVI is as simple as any other CX metric.

2024 59

2024 Metrics Webinar Brands 59

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

8x8

JANUARY 3, 2018

Business Metrics Transparency for Better Customer Experience. Once an organization has improved the contact center knowledge and capabilities of its agents to improve customer experience, the next step is to work on Transparency of Business and Technical Metrics. Communicate back office data to front office customer-facing personnel?

Metrics 48

Metrics Customer Experience Contact Center White Paper 48

SurveySparrow

JANUARY 7, 2021

In fact, brands started to put more attention on improving their customer engagement. Well, here we’ve broken down why customer engagement will change drastically in the upcoming years, and how brands are using creative thinking, care, and empathy to enhance customer engagement. Customer Engagement in Pre-Covid World.

Customer Engagement 52

Customer Engagement Engagement Social Media Net Promoter Score 52

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? During the live presentation of the webinar, Harmon and Chu answered several questions from attendees about how they managed this feat. What’s an auto QBR?

Customer Engagement 62

Customer Engagement Engagement Customer Journey Mapping Definition 62

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Lithium

MAY 3, 2022

In this webinar you’ll: Learn about key innovations and investments across the Khoros platform. Understand how Khoros is progressing across our platform, including: Marketing, Care, Community, and AI. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics.

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

SurveySparrow

APRIL 28, 2023

So with their help, in this article we will: Define Product Qualified Leads (PQLs) Learn how they differ from other types of leads See how to identify a PQL Learn how to nurture a PQL Explore 7 tactics to convert PQLs into paying customers List the key metrics for measuring the success of your PQL strategy What are product-qualified leads?

Demo 52

Demo Metrics Sales Webinar 52

Totango

OCTOBER 6, 2020

After these interactions, clients should leave with a reliable solution to their problem and a positive perception of the organization, two things that reliably raise satisfaction metrics. . Using this information, customer success engages clients in personalized ways, achieving the following: 1. Personalized Expansion Opportunities.

Customer Success 106

Customer Success Customers Measurement Communication 106

ClientSuccess

JUNE 8, 2022

As a modern customer success professional, you probably read all the books on delivering incredible customer experiences, follow all the thought leaders on LinkedIn who share tips and tricks on daily customer engagement, and check your favorite blogs regularly to stay up-to-date on industry trends. Are users logging into the platform? .

Return on Investment 52

Return on Investment Webinar Customer Retention Books 52

Totango

FEBRUARY 11, 2020

At each stage, you can apply goal-based, outcomes-driven engagements that keep your customers on the path to value and growth. Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. What is Adoption? Note that stages may overlap. Product training.

Customer Success 117

Customer Success Metrics Customer Journey Measurement 117