BirdEye

DECEMBER 28, 2024

Location-specific content can help you meet diners at different stages of their decision-making process and build a relationship even before they need a restaurant booking. Monitor social media metrics to understand which content performs best with your audience. This guarantees higher clicks and ultimately improves SEO performance.

Tips 97

Tips Social Media Chatbots System 97

ECXO

DECEMBER 26, 2023

02 2 Best Customer Experience Books 2023 in Digital Data, Design and Centricity – The famous 3 Ds: Digital, Data, Design. This article was originally posted at [link] During 2022 and December 2023, We read a series of 56 books that I found interesting and valuable for us in CX, Design, and Services. Here are the book links.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

Thematic

MARCH 30, 2025

The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. The right strategy will help you improve customer loyalty metrics. A public feedback roadmap helps keep users informed as their suggestions move from idea to implementation. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. Other metrics to measure.

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Thematic

MARCH 30, 2025

Not all data points are equally useful, which is why setting clear KPIs— metrics that reflect success — is essential. For marketing teams, metrics such as customer retention , conversion rates , and social sentiment provide insight into campaign effectiveness. trends, patterns, and metrics).

Customer Insights 62

Customer Insights Data Analytics How To 62

DCX

DECEMBER 29, 2024

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. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. Stop being basic: Use smarter metrics like customer effort or lifetime value.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Gainsight

DECEMBER 27, 2019

Product Metrics Your Board Members Care About. If you have a SaaS business where you can see exactly how your customers are using your product, there are a lot of metrics you might be tempted to add to your packet. The Beginner’s Guide to Product-Led Growth Metrics. As a product manager, metrics affect every move you make.

Roadmap 97

Roadmap Metrics Feedback Conference 97

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. Improve Customer Experience Metrics Another strategy to improve customer retention is by improving other customer experience metrics surrounding customer retention. How Is Customer Retention Measured? Here are some key strategies to retain patients: 1.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 64

Roadmap Tips Travel Groups 64

Thematic

APRIL 1, 2025

Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). Book free guided trial of Thematic 3. A strong customer insights strategy clearly turns feedback into actions on your product roadmap. The lesson here?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

InMoment XI

APRIL 3, 2024

This means collecting customer feedback and analyzing customer experience metrics , but it also means trying new layouts and approaches and charting their effectiveness in terms of helping the buyer achieve their goals. The guest visits the hotel’s mobile website or app to book a room. References Fullstory.

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

DCX

DECEMBER 31, 2024

The Wrong Metrics You’re tracking NPS and CSAT, and that’s great—but let’s be real, execs want to see how you’re moving the needle on revenue. This is about tying your work to revenue, cost savings, and growth, not about soft wins or feel-good metrics. Start tracking metrics that tie to revenue or costs.

ROI 52

ROI Self Service Leadership Metrics 52

Customer Bliss

AUGUST 3, 2018

Today’s guest, Rob Markey , reminds us of this important concept which he attributes to Fred Reichheld — both of whom co-authored the book, The Ultimate Question 2.0, Metrics tools are great but don’t forget about the human element. “A very small increase in customer retention can yield a huge impact on profitability.”

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

ECXO

APRIL 26, 2023

Design team performance metrics are usually based on project delivery and the quality of the user experience and measured often by adoption rate, CES, CSAT or net promoter score per transaction, for instance or many others. These are customer perception metrics that are important to benchmark and evaluate. What are your thoughts?

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

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. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Financial Measurement 52

CX Accelerator

JUNE 19, 2018

You may see that some of the tools, processes, or metrics used don’t actually work in a way that best serves the customer. How can you track their learnings and input it into a roadmap of CX improvements? One of my favorite takeaways from a great book, Creative Confidence, by David and Tom Kelley, is to keep a traveler’s mindset.

Customer Experience 159

Customer Experience Customer Journeys Groups Airlines 159

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. Customer Heath Metrics.

Metrics 52

Metrics Customer Success Measurement Customers 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. Customer Heath Metrics.

Metrics 52

Metrics Measurement Customer Success Customers 52

Wootric

AUGUST 10, 2018

Cindy Alvarez’s book Lean Customer Development covers a lot of good techniques for this in a lot more depth.” and then sit around in a room with a bunch of people and just rearrange it into a giant list of prioritized features (we’ll call it a roadmap!) These become her “metrics I want to improve.”.

Roadmap 53

Roadmap Data Net Promoter Score Analytics 53

Thematic

MARCH 30, 2025

Book free guided trial of Thematic 4. This is a crucial phase: verifying whether your actions actually solved the problems and improved metrics. Define key metrics for your initiatives. Ways to Measure Success Ways to measure success: Track your before-and-after metrics. Did that new feature delight users?

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Qualtrics

APRIL 25, 2019

Roseboro stated we need a new roadmap for D&I — a roadmap that goes from passive exclusion to active inclusion, and which is tailored to satisfy employee demands and capabilities. Book a demo. The post A roadmap for closing the diversity & inclusion gap appeared first on Qualtrics. A New Approach to D&I.

Roadmap 40

Roadmap Competitive Advantage Culture Measurement 40

AWS Machine Learning

AUGUST 7, 2024

For a deeper look at the various components required for an AWS organization multi-account enterprise ML environment, see MLOps foundation roadmap for enterprises with Amazon SageMaker. You can either have a manual approver or set up an automated approval workflow based on metrics checks in the aforementioned reports.

Government 121

Government Metrics Report Analysis 121

Aveus

AUGUST 22, 2017

Identifying key tipping point moments that have a disproportionate impact on your customer experience is a key ingredient in creating a roadmap for the important change you will undertake. Gallup reports that the top 25% most engaged teams experience 20% higher customer metrics, 21% higher productivity, and 22% higher profitability.

Culture 100

Culture Net Promoter Score Employee Experience Effort Score 100

Alida

NOVEMBER 8, 2017

Having a clear goal and defining success metrics allows each department to identify how they can contribute. What’s on your roadmap for customer initiatives at Vision Critical? Which books or other resources (podcasts, conferences etc.) Finally, I’ve read all of Jack Welch’s books. Absolutely.

Chief Customer Officer 50

Chief Customer Officer Customer Centricity Strategy Leadership 50

DCX

JANUARY 28, 2025

Efficiency might be your metric, but empathy could be theirs. Here’s how to bring your CX efforts in line with customer expectations: Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

Natalie Petouhof

AUGUST 15, 2022

I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. First, when CX is great, both top- and bottom-line metrics improve, not just short-term, but long-term as well.

Customer Centricity 52

Customer Centricity Advertising Culture Technology 52

Amity

NOVEMBER 6, 2017

Tease Them With Your Product Roadmap. If your customers care about your product, they’ll be curious about new features, and they’ll want to be in the know about long-term product roadmaps. If trying to book a meeting, be specific with your language and minimize how much work the recipient is expected to do.

How To 81

How To Roadmap Case Study Tips 81

Thematic

SEPTEMBER 1, 2021

Zendesk users can track quantitative metrics like agent performance and ticket volumes. You can slice your data using a range of pre-set metrics. Custom Reports allows users to visualize chat metrics like response times, conversation volumes, and top weekly issue types filtered by tags.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

DCX

DECEMBER 1, 2024

If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful. No fluff, no filler—just proven tips to get everyone on the same page.

Fashion 52

Fashion Culture Trends Connections 52

Gainsight

OCTOBER 17, 2019

Nothing quantifiable—highlights in releases, roadmaps, tradeoffs. Sales: bookings, pipeline, etc. The trick is to whittle your presentation down to the important metrics that impact growth and revenue. I highly suggest having a dialogue upfront with your board about the metrics you want to track. Or did we lose some?

Metrics 45

Metrics Meeting NPS Effort Score 45

Wootric CX Blog

AUGUST 4, 2020

But the technical definition doesn’t cover the magic that’s actually in CLV – as a metric and as a mission for a digital marketplace, an e-commerce site, and SaaS businesses. Because when you go after CLV with intention, making it one of your “North Star” metrics, you’ll find that the cost-to-acquire actually shrinks.

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

C3Centricity

AUGUST 20, 2017

” To quote a comment in the excellent book Marketing Metrics, from the Wharton School Collection, by Paul W. Read the above mentioned posts for an in-depth roadmap to more successful innovations. Again you can book online HERE. . That is why I’m not going to go into more detail on how to do this here.

Innovation 120

Innovation Competitive Advantage Meeting Strategy 120

Gainsight

AUGUST 12, 2022

Today’s SaaS product managers need to be problem solvers at heart—wearing multiple hats, keeping teams on track, and focusing on metrics. One of Albuquerque’s favorite quotes that highlights this mantra is from Chris Voss’s book Never Split the Difference , “You fall to the level of your preparation.”. The story is in the metrics.

Roadmap 59

Roadmap Sports Metrics Software 59

Gainsight

JANUARY 28, 2019

What is our North Star Metric? A North Star Metric (NSM) strings these together. This metric (or a couple metrics, if need be) will clearly indicate that your product is delivering the value that is expected of it. For example , AirBnB’s NSM is “number of nights booked” and Medium’s is “amount of time spent reading.”

Roadmap 63

Roadmap Metrics Effort Score Analysis 63

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!

Analytics 71

Analytics Software Feedback Management 71