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

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Some might cherry-pick respondents, while others could pressure customers into giving a good score.

NPS 52

NPS Net Promoter Score Strategy How To 52

DCX

JANUARY 21, 2025

” Not every idea deserves the same level of effort. Add the scores together, and see what floats to the top. ” you can point to the scores. Once you deliver something awesome, you’ll have a case study for future initiatives. ” If the goals have changed, realign your CX project list ASAP.

How To 52

How To Effort Score Self Service Leadership 52

ChurnZero

MARCH 31, 2023

Case studies have shown loyal customers spend more— up to six times more —over the customer lifetime. Minimizing churn is key to the growth and long-term success of any subscription business,” the company says in a report detailing the study’s data. Isn’t that a key objective in tracking and measuring a Net Promotor Score ?

Customer Success 98

Customer Success Net Promoter Score Effort Score Sales 98

ChurnZero

SEPTEMBER 20, 2019

CS Plans should consist of the right balance of touch points, type of touch points and specific high value outcomes that guide customers along their roadmap to being fully entrenched and engaged with your solution. Make sure they’re onboard with this roadmap. A: Again, the answer here is the roadmap.

Customer Success 66

Customer Success Roadmap How To Effort Score 66

Comm100

FEBRUARY 7, 2018

Does the vendor have case studies of companies like yours who’ve used their software? Will your team have the opportunity to contribute to the product roadmap of the support tool by submitting ideas to the vendor? Will your organization have a low-effort experience when implementing this engagement tool?

Software 112

Software Customer Engagement Engagement Social Media 112

Thematic

APRIL 17, 2024

Customer experience analytics goes deeper than simple satisfaction scores. It empowers you with the data to confirm the most important pain points, understand satisfaction drivers, and focus your resources and efforts on the actions that will have the greatest impact on customer experiences. Indirect feedback reveals the hidden story.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics goes deeper than simple satisfaction scores. It empowers you with the data to confirm the most important pain points, understand satisfaction drivers, and focus your resources and efforts on the actions that will have the greatest impact on customer experiences. Indirect feedback reveals the hidden story.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Customer experience analytics goes deeper than simple satisfaction scores. It empowers you with the data to confirm the most important pain points, understand satisfaction drivers, and focus your resources and efforts on the actions that will have the greatest impact on customer experiences. Indirect feedback reveals the hidden story.

Analytics 62

Analytics Customer Experience Analysis Effort Score 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. Case Study: How Atlassian Closed the Customer Feedback Loop Atlassian was drowning in customer feedback. " message can make a huge difference.

Feedback 62

Feedback Social Media Analysis Survey 62

ClearAction

AUGUST 6, 2019

Omnichannel: Seamless customer experience is empowered through close partnership between Marketing Operations and the IT team conducting reviews of the marketing technology stack and working on integrations, with a roadmap for future optimization. For example, do churn customers have a low NPS or high customer effort score?

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

inSided

OCTOBER 1, 2022

That was the case for Cognite. According to Alex Farmer, VP of Customer Success at Cognite, the first step on your community roadmap should be to unify all of the one-to-many events and content in one place. For a customer going through an upsell to buy a new module, you might include a link to a case study about that module.

Case Study 52

Case Study Effort Score Customer Journeys Study 52

Retently

JUNE 4, 2018

“It’s not the score that matters; it’s what you do with it to make promoters that really counts.”. The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. They make little or no efforts to appreciate their most profitable customer segment.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

CustomerSuccessBox

MAY 17, 2021

You need to dig into historical churn data and analyze the use cases nailed, the segment of the customer, license utilization, QBR is done, frequency, and trend of usage. 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.

Customer Retention 52

Customer Retention Effort Score Touchpoint Analysis 52

SurveySensum

NOVEMBER 6, 2023

Positive Word of Mouth By calculating your NPS score you can easily identify your promoters who are more likely to become brand advocates. Increased Customer Retention By calculating your NPS score, you also find your dissatisfied customers, aka detractors. And in order to do that you need to calculate and understand your NPS score.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

CustomerSuccessBox

DECEMBER 4, 2018

The aim of onboarding should be to help the customer reach their first point of perceived value without having to put in a lot of effort. The important thing here is that early value for different customers can be different based on their respective use cases. Good and bad health can be predefined as per the use case.

Customer Retention 40

Customer Retention Effort Score Case Study Customer Success 40

Survicate

MAY 24, 2021

While there are countless methods of collecting customer feedback, some of the most popular ones are customer satisfaction score (CSAT) surveys , customer effort score (CES) surveys , and Net Promoter Score (NPS) surveys. Step #2: Feed customer feedback into your product roadmap.

Feedback 52

Feedback Effort Score Net Promoter Score Survey 52

DCX

JULY 30, 2024

This guide is your roadmap to winning hearts and minds across your organization. I'll break down customer centricity for each department, giving you the language and examples you need to make your case effectively. Illustrating customer impact: Share case studies of how consultative selling led to long-term partnerships and referrals.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

ChurnZero

DECEMBER 20, 2019

By focusing efforts on retaining active users by iterating their existing services based on rich customer data, companies will have more opportunities to engage, upsell , and ultimately scale. . . Most companies, ChurnZero included, are honing their ability to pinpoint customers’ health scores.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

SurveySparrow

SEPTEMBER 6, 2019

The Customer Lifetime Value of a customer is not found out to increase the number point-blank but to help you build customer acquisition strategies as well as craft a roadmap for customer retention. You will be motivated to put more effort into email marketing, SMS marketing, social media marketing, paid ads, content marketing and so on.

Social Media 51

Social Media Effort Score Metrics Customers 51

delighted

DECEMBER 10, 2019

In that case, showing the opportunity for financial return with 3rd-party statistics like the ones below can help stakeholders see the potential of a CX program: Retail customers who are promoters spend 3.5-4x Our customers have found that measuring operational metrics alone isn’t enough (read the case study ).

ROI 40

ROI Measurement Customer Experience Effort Score 40

Thematic

SEPTEMBER 19, 2024

According to this recent study , 61.2% of marketers said Voice of Customer programs increased their Net Promoter Score (NPS) and customer satisfaction. By applying advanced analytics, businesses can predict customer expectations, personalize experiences, and continuously improve their VoC efforts. Additionally, 37.9% ” 2.

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

Currency Alliance

MARCH 21, 2019

It is also restrictive from a campaigning standpoint: making it harder to take advantage of your whole marketing inventory for loyalty purposes, or to compare how different segments are reacting to different marketing efforts across different channels. Many organizations have attempted to build Points Banks from scratch.

Loyalty 58

Loyalty Banking Loyalty Programs CRM 58

SmartKarrot

MAY 19, 2020

That business model is slowly passing by giving its way to the subscription based business model and service providers are finding it increasingly useful to navigate their roadmap along the lines of customer lifetime value. In all these steps to be taken by the CSM, the most important thing is how well do you time your strategies.

Net Promoter Score 10

Net Promoter Score Management Effort Score Customer Success 10

SmartKarrot

DECEMBER 9, 2020

Monitor and report to leadership on key Customer Success Management metrics; continuously assess and proactively drive efforts to enhance performance and ensure excellent customer satisfaction scores. Oversee efforts related to Customer Success Management team communication, as well as initial and ongoing training for the team.

Customer Success 10

Customer Success Case Study Effort Score Return on Investment 10