Gainsight

OCTOBER 17, 2019

Six years ago , people didn’t present about customer success (CS) in the boardroom unless it was a major escalation. Every board and company presents Product a little differently. Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. When it comes to presenting, back it up by telling them why you chose them.

Metrics 45

Metrics Presentation NPS Roadmap 45

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

Experience Investigators by 360Connext

AUGUST 22, 2023

At the company level, review metrics like customer retention or renewal rates, referral rates, and digital analytics like website conversions. Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Thematic

JUNE 9, 2022

Here are a few critical audience groups: Understand who your stakeholders are, who your blockers are, and which metrics matter most to those individuals. What metrics really matter? All of these people have different levers they can pull, and different metrics and KPIs that they need to go after. Confirm their support.

Feedback 62

Feedback Roadmap Insights Metrics 62

Customer Bliss

JANUARY 25, 2019

He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better. He put together a one-page roadmap and brought it to the senior leadership team. How did he present the journey map to leadership? Understand tracking metrics. Develop a CX charter.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

Lithium

NOVEMBER 1, 2022

Podcast] Diversifying Metrics and the Rise of the Conversation Curator Our guest is none other than Legendary Khoros Titan, Claudius Henrichs, Head of Community at Dataiku brings a wealth of knowledge around how closely related the learning experience, and the community experiences are. They can also create significant value.

2022 52

2022 Roadmap ROI Social Media 52

SurveySparrow

JUNE 20, 2023

What is a Customer Experience Dashboard Imagine having all the critical information about your customers at your fingertips, presented in a visually appealing and user-friendly way. Identify the key metrics that align with your business objectives and customer experience strategy. Excited to know what a CX Dashboard gives?

Insights 52

Insights Net Promoter Score Customer Experience Social Media 52

Lithium

MAY 3, 2022

Join us as the Khoros product team shares recent innovations to the Khoros platform and walks through upcoming releases on our roadmap. Twitter ads and metrics can be viewed and filtered in the calendar, as well as in dashboards, data exports and custom metrics. to present to their leadership team. Hello Atlas members!

Multi-Channel 52

Multi-Channel Webinar Social Media Roadmap 52

Thematic

DECEMBER 28, 2022

Understand customer context Metrics go up, and metrics go down. It provides valuable context, so that you get the insight you need into the customer experience and understand the "why" behind what's happening with your metrics. What you need to know is how to move your numbers in a positive direction!

Feedback 71

Feedback Management Net Promoter Score Roadmap 71

Customer Bliss

AUGUST 3, 2018

Unfortunately, in some places, there’s still a lack of trust in the metrics and cost-benefit analysis that experience officers are putting against investments they’re proposing to the C-Suite. Metrics tools are great but don’t forget about the human element. There’s still a need to raise the game on the science.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Thematic

APRIL 3, 2024

It allows you to understand why your metrics are shifting and segment your customers to improve experiences for those who aren't thriving. Benchmark Analysis: Capture feedback metrics and themes at one point in time to establish a baseline. Prioritise actions with high potential impact and relatively low effort.  Develop

Social Media 62

Social Media Feedback NPS Insights 62

Education Services Group

AUGUST 2, 2022

They can be used to present updated KPIs, review customer goals and mark all those accomplished as complete, and share your plans for achieving more together in the near future. Here is the opportunity to revisit your Customer Success Plan to ensure the team is meeting their milestones on the roadmap to success. You know this account.

Presentation 52

Presentation Roadmap Metrics Customer Success 52

Qualtrics

AUGUST 6, 2021

Historically, organizations would measure employee engagement or other employee experience metrics, report out the results and talk about the drivers of that metric. By linking perceptions with outcomes, the AMA has effectively created a roadmap of what to do. and run the driver analyses on those as well. Learn More.

Healthcare 26

Healthcare Employee Experience Metrics Connections 26

Customer Bliss

NOVEMBER 15, 2018

1 – Look Deeper than Surface-Level Metrics. Samantha realized that even though their metrics were telling them that sales were good, and business was fine, they didn’t fully understand that the end customer wasn’t completely satisfied. The presenting sponsor of The Chief Customer Officer Human Duct Tape Show is Customerville.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

Lithium

DECEMBER 6, 2022

2023 Social Media Trends: How to Disrupt a Disruptive Consumer In this social media trends report, presented by Talkwalker and Khoros, we're focusing on the 10 most important trends that will define social media engagement in 2023. Ad Saves and Ad Video Plays have been added to Analytics Ad Metrics. Publishing. Available On-demand.

2022 52

2022 Social Media 2023 Roadmap 52

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Project management, to ensure that projects are well organized, completed on time and meet key metrics.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

SurveySparrow

DECEMBER 9, 2023

By presenting it in a way that’s easy to understand. It is where raw data transforms into meaningful insights, providing a real-time overview of key performance indicators (KPIs) and operational metrics. Financial Metrics: An executive dashboard offers insights into financial health and performance.

Metrics 52

Metrics Insights Demo Presentation 52

Thematic

JULY 11, 2022

Here’s how thematic analysis can be applied in the real world: Drive product roadmaps Thematic analysis is awesome when it comes to analyzing subjective feedback like product reviews. Finding these types of insights enables you to validate your product and create data-driven product roadmaps.

Roadmap 77

Roadmap Banking NPS Feedback 77

West Monroe

JUNE 1, 2023

Where new CPO priorities are shifting In today’s resource-constrained moment, CPOs will need to have greater financial fluency, meet key data-driven metrics, and collaborate with other C-suite leaders to drive strategic growth. Here’s how they can seize the opportunity. Optimizing the cost of growth can be a challenge.

Return on Investment 52

Return on Investment Culture Metrics Financial 52

Gainsight

JULY 5, 2022

Every journey begins with a roadmap, and every business motion starts with a strategy. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible. Their purpose is to align the business goals with strategic CS goals and create a roadmap to make those outcomes possible.

Roadmap 59

Roadmap Return on Investment Customer Journey Customer Success 59

Aveus

MAY 18, 2021

As a result, industry analysts expect Star performance to decline—at least until MA plans figure out how to meet consumer experience expectations, the most challenging set of metrics to satisfy. Under the new methodology for calculating MA quality scores, consumer experience-related metrics will determine 57% of overall Star ratings by 2023.

Consumers 52

Consumers Healthcare Metrics Measurement 52

ChurnZero

FEBRUARY 26, 2021

Once feedback is organized into themes, appoint a CSM to represent the voice of the customer and present the requests to the Product team on a monthly or quarterly basis. “If That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda.

Customer Success 59

Customer Success Management Roadmap Feedback 59

SurveySensum

SEPTEMBER 12, 2022

Heatmaps are analytical tools that populate the graphical presentation of user actions on a website or mobile app. Customer loyalty and satisfaction metrics. Customer loyalty metrics tell you how loyal your customers are to your brand, on the other hand, the satisfaction metrics help you gauge their satisfaction level.

Feedback 52

Feedback Social Media Roadmap Metrics 52

Totango

DECEMBER 3, 2020

Good CS teams capitalize on the opportunities made by healthy accounts, while addressing the issues present in struggling ones. This metric helps determine the baseline opinion of both your company and your service. . Enhance the product roadmap with real-time customer data—both qualitative and quantitative.

2020 64

2020 Customer Success Net Promoter Score Document 64

Amity

OCTOBER 30, 2017

You forget to ask open-ended questions & spend the whole meeting presenting metrics & product roadmaps. Let's take a look at the most common and horrific mistakes we're guilty of. One-Way Conversations. Wrong Crowd. Your main contact knows the drill.

Roadmap 63

Roadmap Events Presentation Metrics 63

SurveySensum

JULY 11, 2023

Finally, your burger arrives, perfectly cooked and beautifully presented. Monitor customer service metrics and continuously improve your service. It allows you to incorporate customer feedback into your product roadmaps and close the feedback loop , resulting in responsive solutions to improve customer satisfaction.

Brands 83

Brands Customer Experience Rewards Programs Touchpoint 83

Customer Bliss

MARCH 16, 2018

Especially in the early stages, make suggestions for meetings and events that the CCO should present at, participate in, or be invited to. Make it the first order of business to drive the metrics of customer loyalty and customer profitability. Incorporate part of your staff meetings to be facilitated by the CCO to drive the agenda.

Leadership 111

Leadership Engagement Chief Customer Officer Roadmap 111

Totango

MARCH 13, 2020

Understanding how to use customer success analytics to your advantage is key to seeing your enterprise’s roadmap for the future. As such, important metrics to track during onboarding typically include things like time between milestones and adoption. Tracking Data Throughout the Customer Journey.

Customer Success 81

Customer Success Customer Journey Roadmap Presentation 81

Totango

MARCH 12, 2019

Follow a Roadmap Established by Customer Success Software. The best customer success software will provide a clear roadmap of the elements you need to keep in mind during onboarding. Customers have a lot of information to absorb during onboarding, and it’s most effective to present learning opportunities in small bites.

Roadmap 80

Roadmap Fashion Measurement Customer Success 80

delighted

DECEMBER 10, 2019

According to John Maxwell, who leads PwC’s Global Consumer Markets industry sector : “Traditional return on investment (ROI) metrics are no longer sufficient on their own to determine your company’s success. Taking this CX data and correlating it to your operational business metrics is how you’ll drive the point home.

ROI 40

ROI Measurement Customer Experience Metrics 40

Retently

MARCH 5, 2024

Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. Acknowledging the issue presented in a negative review shows your commitment to transparency and continuous improvement.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

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. These analytics are always going to be crucial starting points for any type of growth, pandemic or not.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Clarabridge

MAY 9, 2018

With a roadmap to success, of course! Roadmap to Success: Taking Your CX Program to the Next Level. The highlight here was no doubt our own Brecht De Moor taking to the stage and giving us a cover of Oasis’ “Don’t Look Back in Anger” with an encore presentation of Britney Spears’ “Baby One More Time.”

2018 40

2018 CEM Roadmap Contact Center 40

Gainsight

AUGUST 26, 2022

In their presentation, they explained that in order to build a company that can withstand the changes in the market, Product and Customer Success teams need to work together. To create these elevated customer journeys and experiences, both CS and Product must share the same vision and North Star metrics. .

2022 52

2022 Customer Journey Customer Success Roadmap 52

Customer Bliss

MAY 5, 2016

And often without a roadmap or the competency to diagnose, understand and rebuild starting with customer needs and emotions. The example I give in the book — which I’ve sat through in dozens of conference rooms — is a presentation where data was presented on why we were not keeping new customers.

Customer Experience 183

Customer Experience Chief Customer Officer Roadmap Books 183

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. This metric is key in understanding customer satisfaction and loyalty, as higher effort levels correlate with negative customer experiences.

Social Media 260

Social Media Insights Metrics Loyalty 260

CX Journey

MAY 5, 2015

I've been involved in the planning of this event the last couple years; this year, I was tasked with lining up bloggers (in addition to myself) to capture highlights of the presentations and podcasters to get the real scoop from speakers in audio. Let's dive in to her presentation. But…"How do I get my executives on board?"

Government 68

Government Customer Experience Events Presentation 68