Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. To demonstrate the customer experience ROI of new initiatives, the CX team must tie financial and operational metrics to CX projections.

2019 97

2019 ROI Metrics Hospitality 97

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Gaining feedback is half the battle itself, as it requires customers’ willingness to participate.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. implement is a Voice of the Customer (VOC) program for the product team. Your VOC program, and the resulting customer insights, need to be accessible across the entire company.

Net Promoter Score 71

Net Promoter Score Feedback E-support Insights 71

delighted

DECEMBER 10, 2019

Although investing heavily in customer experience can be quantified with traditional return on investment (ROI) measurements, measuring the true impact of CX resource allocation requires a new paradigm: return on experience (ROX). Expected Customer Experience (CX) impact on loyalty. The stats that reference a CX metric (e.g.

ROI 40

ROI Measurement Customer Experience Metrics 40

Retently

FEBRUARY 9, 2024

Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 122

Feedback Net Promoter Score Customer Satisfaction Loyalty 122

Thematic

JANUARY 21, 2020

What should the roadmap look like for developing an automated DIY customer feedback solution? And then when you present the results to your boss and she asks to clarify something, you realize that you need to re-do the analysis from scratch. What should I work on next (or, what makes the greatest impact on my metric Y)?

Feedback 105

Feedback Roadmap Metrics Customer Service Representative 105

Thematic

MARCH 29, 2020

These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions? And how often?

Feedback 111

Feedback E-support Metrics Insights 111

Retently

JULY 28, 2019

Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. If you use automation, relevant tasks can be automatically created and updated, saving the said team member time and effort, allowing them to focus more on engaging with customers.

Feedback 103

Feedback NPS Roadmap Customers 103

SurveySparrow

FEBRUARY 22, 2023

Yes, this Qualaroo competitor helps make sense of the plethora of customer feedback submitted across multiple channels. In a nutshell, it uses AI-driven rules to determine what customers think and their desires, which lets businesses automate processes while measuring metrics like effort, emotion, and intent. Good deal, right?

2023 52

2023 Feedback ROI Customer Satisfaction 52

Retently

MAY 2, 2023

NPS is one of the most popular metrics and measures customer loyalty. Naturally, the higher the score, the more satisfied customers are. Here customers can expand on the reasons behind the given score while their suggestions are used to boost satisfaction and improve the product itself. What is NPS, CSAT, and CES?

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

SmartKarrot

APRIL 20, 2022

Role: Customer Success Director Location: Remote, United States Organization: Hunt Club As a Customer Success Director, you will develop the playbook for delivering a world-class customer experience (cadence for update meetings, success metrics, surveys, tokens of appreciation, etc.). testimonials, case studies).

Customer Success 19

Customer Success Roadmap Customers Sales 19

ChurnZero

JANUARY 17, 2020

On Uncovering Deep Customer Insights . It’s easy to just collect as much data as possible on your customers, and while this may seem like a strong approach, it shouldn’t be the end goal. Regardless just remember that there is no one-size-fits-all approach for CS metrics. Customer Success Around the Web.

Metrics 72

Metrics Customer Success Insights Webinar 72

SmartKarrot

AUGUST 26, 2022

Adopting a data-driven perspective that considers data, analytics, customer insights, and the demands of the business. Identify success stories and secure customer references. Track customer metrics and maintain customer health scorecards with clear action plans. Apply here: [link].

Customer Success 19

Customer Success E Commerce E-support Reference 19

inmoment

JUNE 1, 2020

In order to see actionable insights, brands need to shift the mentality of CX as an indication of past performance, to a forward-thinking voice that can shape business strategy. One of the quickest ways to do this is by asking survey questions in present and future tense. . or “how was your experience 0-10?”

Customer Experience 69

Customer Experience Feedback Insights NPS 69

SmartKarrot

MARCH 16, 2021

Role: Director of Customer Success Location: Remote, United States Organization: Terminus As a Director of Customer Success, you will manage a team of 8 (and growing) Customer Success Managers. Manage to production metrics and data-based performance goals.

Customer Success 10

Customer Success Roadmap Metrics Customers 10

Kayako

JANUARY 28, 2016

Track, plan and roadmap new product releases. Why is it helpful: JIRA helps you bridge the gap between your engineering team and your customers. It also lets you see what your product team is up to, so you know if customer feedback is shaping your product! Communicate with the engineering team. Why is it useful?

Communication 60

Communication Feedback Document Roadmap 60

SurveySensum

JULY 14, 2020

They have not only brought new perspectives on the table but have redefined the customer experience exceptionally! All the Thought Leaders present in this list have significantly impacted the Customer Experience Domain in their own way. Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020.

2020 132

2020 Customer Experience Magazine Consulting 132

Currency Alliance

FEBRUARY 26, 2019

Vanity metrics, such as total membership, are no longer an indicator of success. Ideally, identify a short list of metrics that tie directly to financial benefits and complement those with a few metrics that measure emotional engagement. The customer feels the benefit of the reward. This is a missed opportunity.

Loyalty 45

Loyalty 2019 Loyalty Programs Hotels 45

Currency Alliance

MARCH 21, 2019

More agile, affordable, and powerful loyalty platforms are now top priority for brands as they seek to build the richest customer insight, and enable differentiation in an increasingly crowded loyalty landscape – where gaining customer attention will be a major bottleneck.

Loyalty 58

Loyalty Banking Loyalty Programs Brands 58

Qualtrics

SEPTEMBER 24, 2019

A CX maturity model is a roadmap to help guide you as you navigate through the 6 core competencies of CX. Go and look at the customer insights you’ve already collected. Have your employees complained about stupid rules that prevent them from helping customers? CX metrics are part of executive scorecards.

Metrics 20

Metrics Roadmap Measurement Government 20