Lumoa

AUGUST 25, 2020

You can’t grow your business without expanding your customer base. However, should your marketing budget be more focused on customer acquisition or retention is a tough question and one that will eventually define your growth. According to experts, about 50% of your customers churn naturally every five years.

Strategy 195

Strategy Chatbots Self Service Customer Retention 195

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. For example, if 20+ customers ask about product sizing, the website may need clearer information.

Report 90

Report How To Effort Score NPS 90

InMoment XI

NOVEMBER 15, 2023

This method harnesses the power of data and insights to gain a deeper understanding of customers, their preferences, and their interactions with a company. We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice.

Analytics 243

Analytics Customer Experience e-support Net Promoter Score 243

InMoment XI

SEPTEMBER 9, 2024

Customer experience consultants, like the experts at InMoment, can help you craft experiences that turn customers into brand advocates, increasing their lifetime value and positively impacting your bottom line. What to Look for in a Customer Experience Consultant? What kind of results have they delivered?

Consulting 195

Consulting Customer Journeys Customer Experience ROI 195

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

NobelBiz

JANUARY 28, 2025

Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

CX Centric

APRIL 24, 2021

In solving the analytics set up problem, Mandisa and her team set up a series of actions that would, combined with metrics quantity a “qualified” lead to also manually assigning point values to different actions that users executed on the site. Achieved Results The not-for-profit organisation saw a substantial change in their systems.

Case Study 52

Case Study Study Analytics Financial 52

Lumoa

APRIL 1, 2020

Even if you are already using one or more existing strategies, understanding how they interact with each other within a customer insight strategy can help individual teams make even more customer-focused decisions. Those decisions then funnel up to impact key metrics like retention and customer value over time.

Customer Insights 195

Customer Insights Strategy Customer Journeys How To 195

InMoment XI

FEBRUARY 12, 2024

Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. To do this, it is important to define your main goals and, more importantly, your main metrics. Here are some common customer experience KPIs and metrics to measure the ROI of Integrated CX.

Effort Score 195

Effort Score NPS Net Promoter Score ROI 195

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 Health Metrics.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

InnerTrends

DECEMBER 2, 2019

The fast signup vs. considered signup was argued by Basecamp for years and even experimented on (see the case study at the end of the article). A critical element for any experiment is to set the correct success metric. The question is, which revenue metric? Average order value or average revenue per customer?

Case Study 105

Case Study Study Metrics Strategy 105

Totango

JULY 22, 2022

The Customer Experience Canvas for the Engage Customers SuccessBLOC features several pre-built Tracks filled with workflow and email campaign templates designed to help you implement a proactive customer nurture strategy. . While each scorecard is customizable, some pre-built metrics include: Health overview.

Communication 107

Communication NPS Case Study Metrics 107

Kayako

DECEMBER 3, 2015

And you know just how powerful delightful customer service experiences can be to drive positive word-of-mouth. Maybe you could send over some case studies – like these ! – that show just how investing in customer service can impact the bottom line. Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

CSM Magazine

JANUARY 2, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Horizon CX

DECEMBER 1, 2023

Strategic Milestone: Apple’s success in customer experience contributes to its strategic milestone of brand loyalty. Zara’s unique business model, which emphasizes rapid production and distribution, allows the company to stay ahead of fashion trends and meet the ever-changing preferences of its customer base.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Vonage

JULY 27, 2015

And seeing as some of the world’s most demanding consumers make up Truphone’s customer base (time-pressured executives working in global markets); a fast, efficient and reliable service is essential. It’s difficult to manage a customer service department without an accurate picture of what’s going on. Image from Pixabay.

Technology 120

Technology Infographics Case Study Retail 120

CSM Magazine

JANUARY 2, 2025

By putting themselves in their customers shoes, these brands have built trust, loyalty, and sterling reputations. Lets take a closer look at how some of the best-known companies use empathy in their customer interactions. Case Study: Zappos When you think of brands that put customers first, Zappos often tops the list.

Effort Score 52

Effort Score Case Study Culture Healthcare 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 Health Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 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 Health Metrics.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

SurveySensum

DECEMBER 4, 2024

More than often, customers are attracted to banks that value them and offer good service. This CX metric has the ability to gauge customer loyalty and predict business growth. Using NPS in finance industry can get to the heart of why customers would or wouldn’t recommend them to others. Measure what matters most!

Banking 52

Banking NPS Financial Net Promoter Score 52

Maz Iqbal

SEPTEMBER 11, 2014

Let’s assume that for the purposes of this conversation that when I use the term customer-centricity I am pointing towards a specific behaviours which show an organisation as being attuned and responsive to the needs of their customers – their core customer base. What about taking the soft approach?

Customer Centricity 79

Customer Centricity Case Study Leadership Employee Engagement 79

Thematic

OCTOBER 30, 2024

You can collect VoC data through: Surveys Interviews Reviews Social media interactions This data is crucial for understanding customer satisfaction, identifying areas for improvement, and strengthening customer relationships. Reduced customer churn Customer churn can be detrimental to any business.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

Lumoa

DECEMBER 19, 2023

This allows businesses to gain valuable insights into customer perceptions, uncover emerging trends, and pinpoint areas for improvement. Here are some case studies to show how AI is making this happen: Bank of America employs AI-driven sentiment analysis to capture VoC and identify customer pain point s.

Analysis 195

Analysis Social Media Trends Feedback 195

Customer Guru

AUGUST 1, 2018

I am confident that organisations that have successfully implemented NPS did not approach it as just another question in the customer satisfaction survey. There are countless case studies and testimonials on why implementing NPS was taken as a strategic decision by some of the market leaders around the world.

NPS 90

NPS Net Promoter Score Feedback Survey 90

InteractionMetrics

FEBRUARY 20, 2025

But heres the problem: too many companies chase a better NPS the wrong waybombarding customers with ineffective surveys and gathering unreliable data. Instead of improving the customer experience, they end up frustrating customers even more. At Interaction Metrics, we take a smarter approach. The result?

NPS 52

NPS Net Promoter Score Strategy How To 52

Thematic

MARCH 2, 2025

Book free guided trial of Thematic Using Customer Insights to Drive Business Success Customer insights are not just about collecting data; they drive real business growth by helping companies optimize customer experience (CX), validate product features, and personalize marketing efforts.

Customer Insights 62

Customer Insights Analysis Social Media Analytics 62

BirdEye

AUGUST 3, 2023

However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Customer satisfaction is not just a feel-good metric; it directly impacts a business’s bottom line. How to calculate your CSAT score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Amity

APRIL 3, 2017

As with anything, you need to look at what’s right for your business, team, and customer base, but here are some core metrics and data points that if you are not already tracking, you should be! As you are about to get a lot of metrics thrown at you, I have broken this out into three buckets: The obvious.

Measurement 70

Measurement Effort Score Case Study Net Promoter Score 70

Totango

MARCH 5, 2021

As such, you will need to keep a close eye on your customers as they progress along the customer journey to avoid churn and gather the data needed to calculate your retention rate. Your customer retention rate (CRR) indicates the percentage of customers you’ve retained within a certain length of time.

Customer Retention 92

Customer Retention How To Net Promoter Score Effort Score 92

ChurnZero

DECEMBER 10, 2019

These insights provide timely notifications when health scores change or when important customers require a touchpoint. . Access Key Customer Insights – By properly applying the appropriate customer metrics, the team is enabled to access key insights like a customer’s likelihood to renew. The Impact .

Case Study 75

Case Study Analysis Touchpoint Customer Insights 75

AWS Machine Learning

AUGUST 26, 2024

This approach allows us to dynamically combine structured internal business data with relevant unstructured content, providing our field teams with comprehensive, up-to-date, and context-rich summaries for every customer engagement. As new models become available on Amazon Bedrock, we have a structured evaluation process in place.

Sales 125

Sales Multi-Channel Metrics Feedback 125

Gainsight

SEPTEMBER 21, 2020

Having completed 1000+ implementations at Gainsight, we have access to rich data and learnings to analyze how our Time To Value (TTV) has been trending over time and what causes delays in the metric. Set-up Reports & Dashboards – Create out of the box reporting to draw out foundational insights and view metrics to manage your team.

Self Service 75

Self Service CRM Metrics Case Study 75

Russel Lolacher

JUNE 15, 2021

Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

SurveySparrow

APRIL 11, 2021

Lead Scoring: In this, you assign points to leads based on specific parameters. The points are to indicate the leads that are closest to becoming your customers. Based on the points assigned, you will have a clear understanding of what to do with the lead at this point. These are also referred to as engagement metrics. .

Strategy 98

Strategy How To Effort Score Social Media 98

ClientSuccess

MAY 10, 2022

The ‘sale’ of a new customer – aka the monetary amount of the contract – is often looked at as the be-all-end-all metric to determine the value of the customer. Think about any potential product enhancement requests, advisory board placements, case study potential, customer speaking engagements, etc.

How To 59

How To eBook Case Study Metrics 59

ChurnZero

APRIL 13, 2021

According to the Chief Customer Officer Council , the CCO is “an executive that provides the comprehensive and authoritative view of the customer and creates corporate and customer strategy at the highest levels of the company to maximize customer acquisition, retention, and profitability.”.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

delighted

OCTOBER 18, 2019

When you talk about measuring customer experience and satisfaction, three metrics inevitably come up as THE ones to use: Net Promoter Score (NPS) vs Customer Satisfaction Score (CSAT) vs Customer Effort Score (CES). Sean Mancillas, Customer Concierge at Delighted. Sean Mancillas, Customer Concierge at Delighted.

NPS 40

NPS Metrics Customer Satisfaction Effort Score 40