ClientSuccess

FEBRUARY 8, 2023

There are an overwhelming amount of metrics that you can measure to track customer success. So, to break through the fray and give you a place to start, Client Success has created THE list of the most valuable customer success metrics. If your company is B2B, this could be interpreted as average revenue per logo.

Net Promoter Score 75

Net Promoter Score Invoicing NPS B2B 75

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Net Promoter Score 86

Net Promoter Score Customer Experience Customer Journey Map NPS 86

Heart of the Customer

DECEMBER 18, 2014

Effort is the bane of your customer experience. ” But is customer effort the right measurement to use? The CEB created the Customer Effort Score (CES) as a transactional measurement. ” and a lot of blogs still point to this confusing phrase. First, an overview.

Customer Journey Map 138

Customer Journey Map Net Promoter Score Voice of the Customer Customer Experience 138

Execs In The Know

AUGUST 26, 2021

On August 19, Execs In The Know facilitated an Executive Virtual Roundtable session dedicated to discussing omnichannel customer care, with an emphasis on discussing key metrics as well as current challenges. What is Omnichannel? Omnichannel Metrics — What Matters Most.

Omnichannel 98

Omnichannel CXM Net Promoter Score Artificial Intelligence 98

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer Satisfaction 63

Customer Satisfaction Net Promoter Score VOC NPS 63

SurveySensum

JULY 11, 2023

This delightful experience, my friend, is what we call customer experience (CX). Before we move ahead, let’s understand – What is customer experience? Customer Experience is the overall impression a brand creates in the minds and hearts of its customers. But WHY is customer experience so important?

Customer Experience 83

Customer Experience Touchpoint Customer Retention Net Promoter Score 83

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Net Promoter Score Social Media Customer Loyalty 52

Hodusoft

JANUARY 4, 2023

The CSAT: Measuring Customer Satisfaction in a Contact Center. Low customer satisfaction levels can hurt your brand’s image in addition to losing customers and cash, especially if certain customer complaints become viral online. What is customer satisfaction (CSAT)? How do you measure CSAT?

Contact Center 52

Contact Center Customer Satisfaction Net Promoter Score NPS 52

Beyond Philosophy

SEPTEMBER 6, 2019

Customer Experience Strategy was the subject of a recent podcast. We determined that when it comes to strategy, organizations could benefit from the answers to the following questions: What is a Customer Experience strategy? . How do you build one? . How do you implement it? . And why are they important?

CX 132

CX Net Promoter Score Start-ups Customer Experience 132

SurveySensum

AUGUST 2, 2023

Are you struggling to choose the right surveys to enhance your B2B customer experience journey? In this blog, we’re going to talk about which surveys to take across the B2B customer experience journey with question examples of each industry. Do you also feel overwhelmed with the countless options available? –

B2B 52

B2B Customer Experience Manufacturing Touchpoint 52

SurveySensum

JULY 7, 2023

This is how Croma delivered an exceptionally great experience. But this wasn’t a coincidence; it was the result of leveraging technology and mapping their customers’ journeys. And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

JULY 7, 2023

This is how Croma delivered an exceptionally great experience. But this wasn’t a coincidence; it was the result of leveraging technology and mapping their customers’ journeys. And after the delivery of the product they sent a customer satisfaction survey asking about her experience with the delivery process of the product.

Net Promoter Score 52

Net Promoter Score Touchpoint NPS Retail 52

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

CX 52

CX Customer Experience Artificial Intelligence NPS 52

Beyond Philosophy

JULY 27, 2016

We see this all the time in our Customer Experience consultancy: We come in with a Customer Experience program that we want to deliver. We give it to the customer-facing teams…. and then, they carry on doing what they always did! We haven’t taught them how to deliver the Customer Experience we designed.

Net Promoter Score 112

Net Promoter Score Customer Experience Start-ups CX 112

SurveySensum

AUGUST 3, 2023

But you’re not quite sure how it’s being received by your customers. By using such a tool, you can easily gather feedback from your customers, analyze it, and gain valuable insights into their experiences. What is B2B SaaS feedback software? How to choose the right software?

B2B 52

B2B Text Analytics NPS Net Promoter Score 52

SurveySensum

SEPTEMBER 5, 2023

Do you know how exceptional customer experience can transform your SaaS journey? Your customers feel the same way. A positive SaaS experience facilitated by cutting-edge SaaS feedback software leads to satisfied, loyal customers who not only stay but also become your advocates. You will continue using it, right?

Actionable Insights 52

Actionable Insights Customer Experience NPS Net Promoter Score 52

Zonka Feedback

OCTOBER 1, 2022

Nowadays, most users prefer to use products that they can use easily and smoothly without getting stuck on something and then following a long process of raising tickets and waiting for customer support agents to respond. Let’s first understand what is Product Improvement and why you need it. What is Product Improvement?

Social Media 96

Social Media Net Promoter Score Customer Satisfaction NPS 96

SurveySensum

MARCH 15, 2024

This is because before launching Company B decided to market research into its target audience, created customer personas, and launched their product only after understanding their audience and market dynamics. This resulted in more relevant downloads and positive feedback from customers. What is a Market Research Tool?

Text Analytics 52

Text Analytics NPS Outlook CX 52

Totango

NOVEMBER 18, 2020

It is critical that at each phase in the customer success lifecycle, you are engaging your customer with the goal of retaining them. Onboarding is a vital part of this customer retention focus, however, an onboarding process that is too lengthy or complicated can sour customer relationships early on.

Close the Loop 77

Close the Loop NPS Customer Feedback Customer Retention 77

Totango

MAY 6, 2021

What is customer retention ? And how do you do it? We’ll discuss what customer retention means as a concept, as a strategy and as a metric. And we’ll offer an eight-step path to increasing customer retention by following best practices and leveraging the power of automation. What Is Customer Retention?

Customer Retention 74

Customer Retention Net Promoter Score Education Customer Feedback 74

CX Journey

MARCH 24, 2016

There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.

NPS 53

NPS Customer Loyalty Net Promoter Score Customer Satisfaction 53

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? How do you design and manage a CX strategy?

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

Customer Service Life

JUNE 3, 2019

This article was originally published on the ICMI Blog on March 19, 2019. When I say “metrics” what’s the first thing that comes to mind? Measuring Productivity. For email, text, and social media it’s often a guessing game as to how long they take agents to complete. Click here to read the original post.

Contact Center 63

Contact Center Net Promoter Score Scorecard Social Media 63

CX Journey

OCTOBER 20, 2015

It appeared on their blog on April 23, 2015. There's a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization, whether it's to buy a product, to get an issue resolved, or to do something else. What about employee effort? I started wondering.

Customer Experience 75

Customer Experience Start-ups 75

SurveySensum

FEBRUARY 24, 2022

10 Best Customer Feedback Tools leading in 2022. Customer feedback plays an important role in enhancing your services and products, improving growth, and serving an all-around excellent user experience. . But you have to put effort into understanding the emerging customer insights and make the required improvements possible. .

Customer Feedback 52

Customer Feedback Sentiment Analysis Close the Loop NPS 52

SugarCRM

AUGUST 20, 2019

If you read our recent recommendations on proven customer service strategies, you know how important it is to apply similar tactics across your entire organization: How Customer Service Builds Your Brand. You Should Be Doing Customer Service Like These 2 Companies . Why Measure Customer Service Data?

Net Promoter Score 26

Net Promoter Score Customer Service Social Media NPS 26

PeopleMetrics

MARCH 5, 2018

And worst of all, “How could I have let this totally avoidable problem happen?”. If customers are the fuel, employees are the engine, and together they drive the forward trajectory of any company. The benefits of collecting customer feedback. Suddenly the car comes to a sputtering halt – “oh $#*!” – you’ve run out of gas.

Net Promoter Score 64

Net Promoter Score Customer Feedback Voice of the Customer Actionable Insights 64

SugarCRM

AUGUST 15, 2019

Why is it that some businesses are so successful at generating revenue through outstanding customer service — while others struggle to keep churn at bay? . Most recently, we took a look at concrete best practices from companies at the top of the American Customer Satisfaction Index. What NPS tells us about customer service.

Net Promoter Score 20

Net Promoter Score Customer Service NPS Start-ups 20

SurveySensum

MAY 18, 2023

What are Retail Surveys?: Customer satisfaction can make or break a company’s reputation, and that’s where retail surveys come into play. By gathering customer feedback, businesses can get valuable insights into what’s working and what’s not. What are Retail Surveys?

Retail 52

Retail Customer Feedback Net Promoter Score NPS 52

Intercom, Inc.

MAY 22, 2019

If you wanted to know your customers’ gripes and praises in the past, you had to assemble a series of questions anticipating their possible answer. It’s all part of a customer-centric philosophy that emphasizes empathy and self-awareness over a staid corporate vision. What follows is a lightly edited transcript of the episode.

Voice of the Customer 199

Voice of the Customer Net Promoter Score Machine Learning ML 199

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What are their feelings regarding the company?

VOC 182

VOC Contact Center Net Promoter Score NPS 182

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.

Net Promoter Score 52

Net Promoter Score NPS Close the Loop Customer Satisfaction 52

CX Accelerator

JULY 22, 2019

The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? What are their feelings regarding the company?

VOC 174

VOC Contact Center Net Promoter Score Customer Satisfaction 174

SurveySensum

AUGUST 28, 2023

According to the book Product-Led Onboarding: How to Turn Users Into Lifelong Customers , 40-60% of new users won’t even bother to come back after they sign up. But what if there was a way for SaaS companies to make onboarding a breeze, ensuring that every customer’s journey begins with a smile? Probably not!

Start-ups 52

Start-ups Customer Feedback Customer Satisfaction AI 52

Totango

AUGUST 11, 2022

Learn How to Build Client Relationships Digitally: 14 Proven Tactics. Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals.

Net Promoter Score 105

Net Promoter Score Social Media Customer Journey Map Customer Relationship 105

SurveySensum

MAY 26, 2023

What is Net Promoter Score (NPS)? Types of Net Promoter Score (NPS) Transactional NPS (tNPS) Relationship NPS (rNPS) 4 key differences between tNPS and rNPS surveys Transactional NPS vs Relationship NPS – which one should you go for? And how are surveys tailored to specific objectives and situations?

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Customer Loyalty 52

SurveySensum

DECEMBER 14, 2023

NPS has long been a go-to metric for businesses seeking to gauge customer loyalty and satisfaction. Improving customer experience is a multifaceted process and the simplicity of the NPS question does have some limitations that hinder you from truly understanding and addressing customer needs, no matter how robust your NPS software is.

NPS 52

NPS Customer Experience Customer Satisfaction Actionable Insights 52