InMoment XI

FEBRUARY 2, 2024

On Thursday, January 25th, we hosted the “Changing The Game” event in Austin, TX—a crucible for innovative ideas and game-changing strategies to address the consumer market in 2024 and beyond. According to IBM , 90% of all data generated by devices such as smartphones, tablets, and connected vehicles is unstructured.

Hospitality 260

Hospitality Call Center Retail NPS 260

InMoment XI

JANUARY 4, 2024

When the retail customer experience exceeds expectations, customers feel a connection with the brand, leading to increased spending and higher lifetime value. In-Store Events and Promotions Organize in-store events, promotions, or exclusive sales to create a sense of excitement and urgency. Let’s examine a few: 1.

Retail 260

Retail Customer Experience Social Media NPS 260

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics 2014 Customer Success Financial 52

PeopleMetrics

APRIL 12, 2017

Online surveys can capture feedback from customers in real-time and tie it to a specific event. Companies can act on that feedback to forge stronger connections with their customers—based upon individual customer reactions to elements of the customer experience. A metric that everyone understands is a metric that everyone can act on.

Metrics 87

Metrics Customer Experience Banking Measurement 87

SurveySensum

AUGUST 1, 2023

Building Lasting Connections: The Power of Customer Loyalty in Retail In today’s fast-paced and crazy competitive retail world, customer loyalty is like the secret sauce for staying ahead of the game. Shoppers now expect a consistent and connected experience, regardless of the channel they use to interact with a brand.

Retail 52

Retail Loyalty Connections Loyalty Programs 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics 2014 Customer Success Measurement 52

CSM Practice

FEBRUARY 24, 2020

This can be done by tracking actionable customer usage metrics and using adoption analytics to shape the customer experience at different points in their life-cycle journey. Most customer success metric fall into one of these four categories: Customer Usage Metrics. Customer Financial Metrics. Customer Heath Metrics.

Metrics 52

Metrics 2014 Measurement Blog 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score 2014 Customer Success 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

CSM Practice

FEBRUARY 24, 2020

The answer varies for different companies, but the customer success team performance metrics below are an excellent place to start. As a customer success team leader , these metrics provide a solution to demonstrate the value of your customer success team to top executives and other teams. Customer Financial Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score NPS 52

Lithium

APRIL 2, 2024

STIHL engages with millions of fans : STIHL reaches millions of people through their community-driven engagement and timely responses to grow brand love, connect with those seeking support, and so much more. We've introduced metrics for Events and new metrics for Ideas. Communities Community Aurora 24.2

2024 52

2024 Webinar Roadmap Events 52

NetBase

FEBRUARY 12, 2020

Music spans such a broad range of offerings, from broadcast radio, podcasting and social media to streaming media and live events. They make magical events for music lovers in every genre using social monitoring. But not only that – every brand should be monitoring conversations to see if/when surprising connections reveal themselves.

Events 60

Events Social Media Sports Measurement 60

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success 2014 52

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. First, it’s hard not to compare two events. VIPs saw a show there during the event. The rooms were large, comfy and high-tech enabled.

NPS 62

NPS Hotels Events Demo 62

Experience Investigators by 360Connext

MARCH 23, 2021

She said it helped her stay connected to the real issues their customers were facing, and helped her team understand how their roles were connected to these outcomes. Look for opportunities to proactively include those customers in special events , behind-the-scenes access, or early product reviews.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

Education Services Group

MAY 12, 2022

Those of you who are connected with me on social may have heard this story before…but what you don’t know is what happened during the subsequent games: struck easily, first, and hard, without the possibility of touching another ball for the rest of the block—back to normal. Do you see the connection to Net Promoter Score (NPS) yet?

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

NetBase

NOVEMBER 6, 2019

When planning in-person events, consumer experience analysis offers multiple ways to create successful outcomes and get consumers to interact. This can be important, as interactions are often key to how consumers ultimately feel about your event. See a speaker they admire and hope to meet, connect with or just learn from.

Events 40

Events Consumers Connections Brands 40

NetBase

NOVEMBER 6, 2019

When planning in-person events, consumer experience analysis offers multiple ways to create successful outcomes and get consumers to interact. This can be important, as interactions are often key to how consumers ultimately feel about your event. See a speaker they admire and hope to meet, connect with or just learn from.

Events 40

Events Consumers Connections Brands 40

Experience Investigators by 360Connext

JULY 24, 2015

What customer experience metrics will survive? Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least. Net Promoter Score (NPS) was the “only” metric that mattered for a while. What metric will matter tomorrow? Who will your customers be?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success 2014 52

CSM Practice

FEBRUARY 24, 2020

Now more than ever, customer success leaders must use relevant and actionable customer success metrics to make guided decisions and strategies to deliver success. Out of the myriads of customer data that can be measured, in this blog, I will emphasize the most important customer success metrics you need to focus on based on best practices.

Financial 52

Financial Metrics Customer Success 2014 52

NetBase

JANUARY 25, 2019

In addition to metrics like revenue, profit margins, expenses, and monthly profits/losses, there are several social KPIs worth tracking – because they can define the next year. The post 7 Q1 Metrics You Should Be Tracking on Social Media appeared first on NetBase. Your Audience Another thing that can change is your audience.

Social Media 59

Social Media Metrics Consumers Events 59

Lithium

MARCH 5, 2024

Zoom Customer Story : When the pandemic caused people around the globe to retreat to their homes, Zoom quickly became a household name that represented human connection. We've introduced metrics for Events and new metrics for Ideas. Webinars & Events Some event areas are limited to Khoros customers only.

2024 52

2024 Social Media Roadmap Webinar 52

West Monroe

JULY 27, 2017

Amazon Web Services recently announced Amazon Connect – a simple and cost effective, cloud-based contact center technology that has left the contact center industry (and us) buzzing. Amazon Connect is changing the traditional contact center setup. Metrics can be another challenging area within contact centers.

Contact Center 49

Contact Center Connections Virtual Agent Metrics 49

BirdEye

APRIL 25, 2023

Connect with influencers 9. Participate in local events 17. Connect with influencers Elevate your local business to a whole new level by connecting with influencers. And be sure to collect and analyze the metrics to measure ROI. Create online business listings 7. Ask for customer reviews 8. Referral marketing 10.

Seminar 98

Seminar Social Media Advertising Workshop 98

SurveySparrow

JANUARY 31, 2024

CSAT Formula CSAT= (Number of Satisfied Responses/Total responses) * 100 For instance, if you received 80 satisfied responses out of 100 total responses, it will be calculated as – (80/100) * 100 = 80% When to Use CSAT Event Conclusion: Measure satisfaction after events or service conclusions. The best part?

Net Promoter Score 52

Net Promoter Score NPS Effort Score Metrics 52

NetBase

OCTOBER 12, 2018

Which metrics matter most as you strive to change that statistic? We talked about 11 social media metrics worth mastering in a recent Adweek webinar. These are all aspects of Engagement you can measure – but you need a bit of help from our next metric to really get down to what’s driving the conversation. What’s trending?

Social Media 49

Social Media Metrics Webinar Airlines 49

CSM Magazine

AUGUST 31, 2023

A solid foundation is essential for: Understanding event tracking Implementing audience building Utilizing real-time reporting 2. Explore Event Tracking And Reporting GA4’s event-based tracking system enables you to monitor user actions more flexibly.

Events 52

Events Metrics Presentation Insights 52

Optimove

JUNE 15, 2023

That’s the magic that happens when you respond to specific customer actions or events as they happen. So whether it’s a gentle nudge to recover an abandoned cart, a coupon to use on a new coffee when you’re in-store, or a post-purchase follow-up, triggered campaigns mean connecting with your audience on a hyper-personalized level.

Marketing 98

Marketing Return on Investment E-support Events 98

ShepHyken

OCTOBER 1, 2023

Speed Doesn’t Equal Success: The Limitations of AHT as a KPI by Othmar Mueller Von Blumencron (VIPdesk Connect) While top-notch products and services remain vital, the spotlight in recent years has undeniably shifted to the customer experience as a pivotal factor distinguishing one brand from another. Connect with Shep on LinkedIn.

Article 65

Article Customer Service 2023 2024 65

BirdEye

AUGUST 25, 2023

They can now connect with people, build communities, and promote products to the point of sale. This makes it easier for them to browse the content, connect with the customer service team, and complete the purchase in a few simple clicks. An effective way to use your Facebook shop is by staging a live sales event.

Social Media 98

Social Media E Commerce Advertising 2025 98

ShepHyken

MAY 26, 2023

Moreover, the lack of differentiation among programs makes it challenging for businesses to stand out and build meaningful connections with customers. Businesses create lasting memories that leave a positive impression on customers by providing unique and exclusive experiences, such as VIP access, events, or personalized services.

Loyalty Programs 62

Loyalty Programs Loyalty Customer Experience Customer Centricity 62

Totango

MAY 5, 2021

Once these metrics are recorded, you can use this information to proactively engage customers and meet their needs in a more personalized way. There are a variety of surveys and metrics you can use to measure these different elements. Asking promoters to participate in a case study, serve as a reference, or speak at an event.

Measurement 118

Measurement Customer Experience Net Promoter Score Effort Score 118

Strativity

MARCH 17, 2015

CRMXchange presents an in-depth online educational event that examines the latest trends and strategies: “Shaping the Journey of the Connected Customer”, March 16-19, at [link] View Keynote. Establishing new metrics to ensure consistent high quality service. There is no cost to attend this conference.

2015 40

2015 Connections Consumers Customer Journey Mapping 40

Lithium

AUGUST 3, 2021

Khoros | Twitter Ads Discovery Program We are looking to get your feedback early in the process to ensure that we're building features with your use cases, goals, workflows, and success metrics in mind. Webinars & Events Some event areas are limited to Khoros customers only. Sign up now Influence our roadmap.

2021 52

2021 Webinar Events Download 52

Gainsight

JUNE 27, 2023

Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court in Windsor to share knowledge, foster connections, and explore the ever-evolving Customer Success landscape. Inflatable Stonehenge, anyone?!

ROI 52

ROI Events Return on Investment Touchpoint 52