Thematic

MARCH 30, 2025

A key best practice is to prioritize by assessing each item’s potential impact and the effort required to address it (feasibility). A useful tool for prioritization is the impact vs. effort matrix. Fill-Ins (Low Impact, Low Effort): These are minor tasks that can be addressed when time permits. 1-5) for impact and effort.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

DCX

DECEMBER 29, 2024

Scoreboards for life: Recovery and strain scores make it super easy to see how you’re doing and where you can improve. For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose. Think of it like a health report card you actually care about.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

JANUARY 7, 2025

If your CX efforts are more about optics than outcomes, that’s a problem. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Let’s dig in. Why is your CX strategy even a thing? To hit some quick KPIs? To look like you’re keeping up with competitors?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. Book free guided trial of Thematic 6. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Thematic

JANUARY 7, 2025

Businesses that lead in AI are also much more likely to see big returns from their efforts—over 100% more than those that don’t. You glean valuable insights from identified emotional tones and sentiment scores that help in market research, improve customer experience, and empower customer support teams.

Analysis 62

Analysis Social Media How To Effort Score 62

ECXO

DECEMBER 20, 2023

In the same year Jurassic Park arrived in our cinemas (1993), Don Peppers and Martha Rogers predicted in their great book, The One to One Future , the end of mass marketing and a shift to personalisation. I talk about how to prove the value of your initial CDP efforts later. Learn more here. This makes it easier to prove ROI.

Customer Experience 156

Customer Experience Effort Score B2B ROI 156

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Clear objectives keep your efforts customer-centric and business-focused. Book free guided trial of Thematic 3. Why is this important? The lesson here?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. They’re all about the customer’s perspective, making them different from process maps or product roadmaps, for example. The goal to “understand” is typically not enough.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

InMoment XI

APRIL 3, 2024

Customers will go with well-designed websites, brands that pay to be more visible through SEO efforts, companies with helpful and high-ranking content, and services with plenty of customer reviews and other types of social proof. These include the following: Usability How much effort does the interaction demand on the part of the user?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

Aveus

AUGUST 22, 2017

In fact, Gallup has found that fully 70% of employees do not feel engaged at work while Satmetrix reports that industry Net Promoter Scores have not improved in the last five years. However, none of these efforts contribute directly to improving the goal of an improved customer experience. Many companies are underperforming on both.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Wootric CX Blog

SEPTEMBER 23, 2020

We actually recommend conducting microsurveys whenever possible—those short, two questions surveys that are used to gather common metrics like Net Promoter Score , Customer Effort Score , Customer Satisfaction, and Product Satisfaction. Openly discuss your surveys + improvement efforts. Net Promoter Score (NPS).

Survey 98

Survey Net Promoter Score Effort Score How To 98

DCX

DECEMBER 1, 2024

However, this convenience sacrifices creativity, individuality, and genuine effort. In a world of sameness, standing out requires effort, but the rewards are significant. pretty much everything Netflix Isn't Your Friend Even companies built for in-person experiences are bombing on well-being scores. What feels generic?

Fashion 52

Fashion Culture Trends Connections 52

DCX

JANUARY 28, 2025

Where CX Teams and Customers Get Out of Sync The problem usually isn’t effort; it’s alignment. Customers don’t care how much effort you put in behind the scenes; they care about how well your efforts meet their needs. Dive Into Feedback: Reviews, social media comments, and CSAT scores are goldmines.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Chattermill

JUNE 3, 2019

Net Promoter Score (NPS). Net Promoter Score (NPS) measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from 0-100, a higher rating is desirable. For more information on NPS read our guide to Net Promoter Score here. Customer Effort Score (CES).

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Amity

MAY 4, 2016

Think about how much effort you exert every day. What Can You Do to Reduce Customer Effort Today? Bench is the online bookkeeping service that pairs you with a dedicated bookkeeper and simple, elegant software to do your books for you. Xola is a booking and marketing software for the tours and activity market.

Customer Base 48

Customer Base Tools Effort Score Roadmap 48

SurveySensum

JULY 14, 2020

Industry Leader in customer experience, Blake Morgan is a Keynote Speaker, Author of two books, a Customer Experience Futurist, and a Guest Lecturer at Columbia University. Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ChurnZero

MAY 22, 2024

Building an executable digital CS strategy has three key components: a digital roadmap, an automation plan, and a touchpoint map. 1: Your digital customer success strategy’s digital roadmap. A Net Promoter Score (NPS) survey gets sent every year, and your scores are good. What the heck do those mean? That’s okay!

Customer Success 52

Customer Success Strategy Roadmap How To 52

Gainsight

JANUARY 28, 2019

For example , AirBnB’s NSM is “number of nights booked” and Medium’s is “amount of time spent reading.” How are your product investments and roadmap aligned with your business objectives? For each of your roadmap investments, you need to state the anticipated business impact. What are the top reasons customers buy our product?

Roadmap 63

Roadmap Metrics Effort Score Analysis 63

Thematic

JUNE 4, 2024

We often underestimate the impact of effort on customer loyalty. Yes, product quality matters, but how much effort your customer needs to put in to complete a purchase plays an outsized role. Targeted surveys are more insightful than generic satisfaction scores. "What is the emerging issue on booking process in 2023?"

Customer Experience 62

Customer Experience Customer Journeys Effort Score Multi-Channel 62

Thematic

MARCH 26, 2025

Public product roadmaps – Transparency wins customer trust. Reduce manual effort – Teams spend less time sorting feedback and more time acting on it. Book free guided trial of Thematic 4. Track key metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), churn rate, and retention.

Feedback 62

Feedback Social Media Analysis Survey 62

Retently

FEBRUARY 9, 2024

can yield valuable insights as to where they stand in terms of Customer Satisfaction Score (CSAT). One way to assess this is through the Customer Effort Score , which measures how easily customers can resolve their issues. A low-effort experience can be a key differentiator in markets where competition is fierce.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92

Wootric CX Blog

SEPTEMBER 2, 2020

If you struggle to create customer advocates – customers who consistently refer your product, who happily and even voluntarily provide testimonials and glowing reviews, and are fiercely loyal to your brand – here’s one thing that will improve your customer advocacy efforts: Get every employee in your organization to care about the customer.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

DCX

JULY 9, 2024

Example: An airline develops an AI system that predicts potential travel disruptions based on historical data, current bookings, and weather forecasts. Customer Effort Engineering Move beyond measuring customer effort to actively engineering experiences that reduce cognitive load at every touchpoint.

Strategy 52

Strategy Effort Score e-support Self Service 52

Gainsight

MAY 4, 2023

That reason will always be your content i.e. your articles, documentation, product roadmap updates, knowledge base, and professional discussions. Yet, most Community initiatives haven’t cracked the code on tying their efforts to top-line business goals, like Adoption, NRR, and Expansion. Community members need a reason to come back.

Self Service 52

Self Service How To B2C Effort Score 52

CustomerSuccessBox

MAY 17, 2021

This analysis will help you to update processes, product roadmaps, and other practices across functions to improve the current system and get a grip on unexplained churn. Most Customer Success Heads make the mistake of having a single health score. So, what’s the ideal way to configure a customer health score ? Book a demo now

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

ChurnZero

JANUARY 13, 2023

Customer sentiment, intention, and level of trust can be surfaced and incorporated into more predictive customer health scores while providing valuable insights and feedback to CSMs and account managers. We humans reveal subconscious, emotional markers in the spoken, written, and even body language we use.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98

Thematic

MAY 19, 2022

Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps - so that the product team can focus on creating products and improvements customers truly want and need. Can you see why your NPS score has changed? One game-changing system that product ops managers can (and should!)

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

ChurnZero

JANUARY 17, 2020

Today’s Customer Success tools have an abundance of features with wide-ranging benefits, which can streamline efficiencies by centralizing customer data, serving up proactive insights, formalizing customer health scoring and leveraging automation. These tools have a profound impact on free ing up team member time.? .

Tips 72

Tips Metrics Customer Success Effort Score 72

Wootric CX Blog

AUGUST 31, 2020

Do you need a CX Operations manager dedicated to this effort? CX efforts have become more specialized, and that’s when silos begin to form. Net Promoter Score (NPS). Customer Effort Score (CES). Even Product Marketing folks have successfully led CXOps efforts. Let’s find out. Technology Used.

Management 52

Management Customer Journeys Effort Score Touchpoint 52

West Monroe

APRIL 18, 2017

your “North Star”) and aligning the organization to a common view, with core values illuminated by customer expectations for how you will make decisions, truthfully assess the maturity of your organization and build a roadmap for change. airline scores above average in both categories, and some flatly aren’t very good at either.

Airlines 40

Airlines Customer Journeys Effort Score Social Media 40

Wootric CX Blog

FEBRUARY 11, 2019

There are assumptions, HIPPOs and strong emotions in the room and it takes one hell of an effort to stay constructive and move things forward. The trick is to get them right – which is a more difficult task that some would think (here’s a really insightful review of a recent OKR-book: Measure What Matters by John Doerr).

Metrics 73

Metrics Effort Score eBook Roadmap 73

Thematic

APRIL 3, 2024

SMART goals ensure your efforts are focused and measurable, allowing you to track progress and demonstrate the program's value. Setting SMART goals for each segment allows you to tailor your Voice of the Customer efforts and address specific customer needs. Set Realistic Timeframes: Be ambitious but also realistic. ” 3.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySensum

AUGUST 21, 2023

If they give a high NPS score with good feedback, it means you’re doing great. But if they give a low score, you can identify those issues and fix them. These insights will help you integrate the most requested suggestions into your roadmap and then accordingly your team can work on it to launch the feature.

Customer Retention 52

Customer Retention B2B Strategy NPS 52

Wootric CX Blog

DECEMBER 9, 2020

Over the past decade, they had made several small efforts that had not gained traction. It would gather NPS, CSAT, and Customer Effort Score (CES) feedback from all relevant customer touchpoints, analyze that feedback and turn it into an actionable experience strategy. . their branch score. Offer ongoing updates.

Banking 52

Banking How To Effort Score Culture 52

Wootric CX Blog

AUGUST 4, 2020

So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. Totango, a Wootric integration partner, wrote a whole book on calculating CRC , but a quick estimate looks like this: . But for now, let’s look at CLV as an equation – or really, several equations.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

SurveySparrow

JUNE 25, 2024

The analysis will be done based on a primary question (which should be a rating scale, opinion scale, or score questions) and a text-based mandatory question. With the platform, you can automate your workflow, including call scoring and administrative operations, and Log your data into the CRM without moving a finger! G2 Rating: 4.6/5

Software 52

Software Tools Analysis Analytics 52