Thematic

JANUARY 17, 2023

It’s much easier to focus on positive metrics, and present data that, at least on the surface, makes it look like ‘we’ are performing well. This is what I call watermelon syndrome - presenting a green scorecard to your stakeholders that falls apart under questioning, revealing the red metrics inside.

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Metrics NPS Contact Center Presentation 62

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.

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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.

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Financial Metrics Customer Success 2014 52

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! Understand how experience management metrics build upon one another, to see where you should focus. So, what’s the solution?

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Metrics Management ROI Effort Score 62

Education Services Group

NOVEMBER 21, 2022

I’m talking about the 2022 Customer Success Leadership Study (much more exciting, IMHO). About 58% of CS leaders say financial uncertainty impacts their company’s purchasing decisions, and this delay lasts 3-6 months. There’s a reason NRR is the undisputed king of CS metrics. No, I don’t mean the new season of White Lotus.

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2022 Leadership Customer Success Metrics 98

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.

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Metrics Net Promoter Score Effort Score NPS 59

InMoment XI

AUGUST 25, 2023

In today’s competitive and financially constrained environment, organizations are under more pressure than ever to justify their investments in customer experience. You should have also determined the metrics you are going to measure to track success and measure the ROI of your CX program.

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ROI Net Promoter Score Webinar Financial 260

Education Services Group

JANUARY 18, 2022

To illuminate your team’s effect on strategic expansion, we suggest wielding a mighty metric that packs a real punch – one that even Wall Street uses as a shorthand way to evaluate the health and vitality of a company. We’re talking big picture, financial perspective data and analytics, baby! The list goes on and on.

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Metrics Customer Success Financial Leadership 52

InMoment XI

SEPTEMBER 12, 2023

Operational and Financial Analysis: Look into operational efficiencies, production costs, and pricing structures of competitors. This financial foresight is vital for strategic planning. In the world of business, one company’s weakness could become your stepping stone to market leadership. What channels are they utilizing?

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Marketing Competitive Advantage Return on Investment Poor Customer Service 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. 2. Active Users.

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Metrics 2014 Customer Success Financial 52

Customer Bliss

NOVEMBER 15, 2018

As CX leaders and in our own lives, we’ve seen that sometimes, finance companies can be a little late to the customer experience train, so I think you’ll enjoy today’s conversation, as I speak to Samantha Paxson , Executive Vice President and Chief Experience Officer for Co-op Financial Services. About Samantha Paxson.

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Leadership Chief Customer Officer Financial User Experience 128

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Usage Metrics.

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Metrics Customer Success Measurement Net Promoter Score 61

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

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. 2. Active Users.

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. 2. Active Users.

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Metrics 2014 Measurement Blog 52

Customer Bliss

SEPTEMBER 4, 2018

I had the pleasure of speaking with Bob Buiaroski , the SVP of Manulife , a leading Canadian-based financial services group that serves millions of customers in 22 countries and territories world-wide. CX is particularly valuable in the financial services sector because of its impact on trust. Metrics are key.

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Leadership Customer Experience Chief Customer Officer Financial 111

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

Customer Bliss

OCTOBER 10, 2019

Customer experience is already a core focus for many retailers, but diverse organizations including governmental bureaus , grocery stores , and financial service institutions are implementing CX changes to better accommodate customer needs. A method for building shared processes and metrics to deliver one-company priority experiences.

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Customer Experience Metrics Innovation Leadership 253

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s all about operations, processes, and financials. It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals.

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Customer Centricity Customer Journey Mapping Connections Feedback 271

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy. First, you need to create a CX metrics program.

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Article Customer Experience Metrics Customer Journey Mapping 337

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Is one enough or should you implement several metrics? Why choosing the right metric matters.

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Metrics Net Promoter Score Customer Experience Effort Score 54

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership.

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Customer Experience Professionals Leadership Customer Experience Customer Centricity 119

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

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Customer Centricity Automotive E Commerce Fashion 52

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. Alignment among executive leadership is one of the most critical components for successful service transformation.

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Customer Service Strategies Customer Service Financial Banking 52

PeopleMetrics

JUNE 16, 2015

And only two-thirds are tracking CX as a metric on the company scorecard, alongside financial and operational KPIs. Many of these companies are undertaking short-term fixes and fighting fires, but they don't appear to have the visionary leadership necessary for customer experience differentiation. "All Talk, No Action".

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Customer Centricity Leadership Net Promoter Score Magazine 96

Lumoa

JUNE 30, 2022

The more your company invests in CX systems and teams, the more you’ll feel the positive impact on your customers (and your business metrics). This will translate to financial and business metrics, which is the bottom-line impact you’re looking to have. Compare key metrics before and after the change to understand the impact.

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Customer Experience Metrics Feedback Insights 110

Customer Bliss

NOVEMBER 29, 2016

What sets Donna apart is that she has charted her path by rising through a variety of leadership, operational and revenue generating roles in highly regulated and uniquely challenging industries. Establish baseline metrics for defining performance. Metrics measurement improvement. Leadership engagement. Communication.

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Chief Customer Officer Metrics Leadership Roadmap 217

West Monroe

APRIL 17, 2024

Building a resilient workforce for a digital future is new territory—and requires deliberate action on multiple dimensions in not just skills but also culture, leadership, and organizational design. Many manufacturers underinvest in leadership development. Leadership success profiles and role cards can help.

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Leadership Culture Competitive Advantage 2024 59

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money? If they were successful, NPS increased. Path Insights.

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Insights CEM NPS ROI 231

ClearAction

JANUARY 8, 2024

Senior Leadership Team ) Link customer outcomes to financial outcomes in every sentence referencing money or objectives. Re-align out-of-sync policies, processes, agendas, reviews, metrics, approvals, rewards, recognition, and succession.

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Customer Centricity Insights ROI Chief Customer Officer 62

CX University

NOVEMBER 20, 2017

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. Comparing actual financial results of individuals and groups of customers with different CX exposures.

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Financial Measurement Customer Centricity Article 61

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This body of knowledge is universal to any organization type.

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Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

CloudCherry

JANUARY 21, 2020

To embark on a VoC initiative, CX professionals need executives to sponsor and champion VoC initiatives, and also need to secure resources and financial support. Notably, Aberdeen’s research found that best-in-class VoC leaders achieved measurable financial and operational benefits. Financial Benefits.

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Feedback Net Promoter Score Financial Customer Centricity 195

ClientSuccess

MAY 8, 2019

I’m excited to continue on with our blog series on customer success metrics. In our last post on this topic, we covered the top four categories of customer success metrics. The topic I will cover in this blog is on the top five customer success health metrics. Customer Success Health Metrics. Support Tickets.

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Metrics Customer Success E-support Net Promoter Score 59

ClearAction

OCTOBER 25, 2022

You can fast-track your customer experience (CX) maturity with gigantic financial gains, as I learned when we faced a customer crisis early in my career. ” High levels of coordination, competence, and consistency are necessary for success of technology, employee experience, digital experience, and financial efficiency.

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Sports 2009 2022 Financial 71