Retently

MARCH 11, 2025

Step 4: The fix is communicated back to CX and Customer Support teams. Monthly presentations for leadership , highlighting CX-driven improvements and business impact. This means constantly evaluating new tools, exploring ways to increase retention, and building long-term CX roadmaps that align with the companys growth strategy.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

Communication. Communication. If there’s one gap in almost every organization, it is usually around communication. Cultures are built on communication. Leaders must communicate around the mission and how to live it in an ongoing way. Employees must feel empowered to communicate to leaders about what they see.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. Present your product roadmap and get valuable customer input. Learn about your competitors.

Survey 345

Survey Social Media Contact Center Call Recording 345

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Here are some strategies to craft a compelling CX business case and effectively communicate it to leadership: 1.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Experience Investigators by 360Connext

DECEMBER 1, 2020

My client had just returned from a presentation to her executive committee. Product roadmaps. Our product roadmaps are based on what our customers want and they’ll get it…in six to eighteen months maybe. Product roadmaps are often based on what priorities have been identified as most important to customers.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

One Millimeter Mindset

SEPTEMBER 9, 2019

When you think about your professional advancement roadmap, storytelling probably is the last component on the list. And, the professional development roadmap we pursue is full of detours and potholes along the way. However, rediscovering and owning your stories are critical components of your professional advancement roadmap.

Roadmap 66

Roadmap Sports Employee Experience Strategy 66

CloudCherry

JULY 10, 2019

Sometimes, you may not even realize how elements of customer service are present in the most basic user interactions. Chatbots engage customers in a conversation by presenting these questions upfront and providing options that are tailored to their needs. And in most cases, it is tied very closely to good customer service.

Self Service 231

Self Service Customer Experience Customer Service Chatbots 231

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. “You Can’t Communicate Enough” Crucial point Annette makes a few times during this episode. “Quick wins” were important. Constantly.

Travel 204

Travel Industry Hotels Customer Journeys 204

Experience Investigators by 360Connext

JUNE 22, 2021

But meanwhile, we have at-risk customers who are ready and willing to defect to competitors when the right opportunity presents itself. Are they asking for follow-up communication or training and not getting it? Use that information to inform your roadmap for improvements. Who are your at-risk customers?

Customer Journeys 297

Customer Journeys e-support Customers Loyalty 297

Amity

APRIL 16, 2018

Deciding how much of your product roadmap - if any - to show your customers can be an area of uncertainty. Your product roadmap is your company’s high-level and strategic goals documented, along with an execution strategy that communicates how you plan on getting there. Be Transparent. Finally, manage expectations.

Roadmap 69

Roadmap Feedback Customers Course 69

ChurnZero

MARCH 7, 2025

Well-managed communities are proven to increase customer retention, provide valuable product insights, expand brand awareness, and improve overall customer satisfaction. What’s the impact of a digital customer community? The three stages of digital community platform evolution. 5: Personalize, gamify, and engage.

How To 52

How To Roadmap Self Service Gamification 52

InMoment XI

NOVEMBER 30, 2023

These guidelines serve as a roadmap for how your brand is visually and verbally presented across various channels. Establishing and nurturing trust requires consistent delivery on promises, transparency in communication, and a commitment to ethical business practices. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

Thematic

MARCH 30, 2025

It’s not enough to run a customer review analysis and implement changes based on the insights; you need to circle back and communicate with the customer about their feedback. This gives you the substance to communicate back to the customer. On average this company's churn is at under 4%. What would help them?

Feedback 62

Feedback Roadmap Effort Score NPS 62

Experience Investigators by 360Connext

JULY 17, 2024

My client had just returned from a presentation to her executive committee. Our product roadmaps are based on what our customers want, and they’ll get it…in six to eighteen months, maybe. Product roadmaps are often based on what priorities have been identified as most important to customers. They love us. No worries here.

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

InMoment XI

SEPTEMBER 3, 2024

Product Development and Feedback Organizations can gather valuable feedback on existing products and services, providing insights that can inform product roadmaps and future development. This data can then be used to provide personalized feedback and coaching to employees based on their communication patterns and skill gaps.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. Her autobiography Can I Be Me and her latest Emotional Justice, A Roadmap for Racial Healing. She is the CEO of The Armah Institute of Emotional Justice – a global institute on implementing the Emotional Justice framework. Or, listen on: Apple Podcasts.

Roadmap 98

Roadmap Culture Policies Connections 98

CSM Practice

JUNE 24, 2021

How valuable is Customer Success’s input in creating a solid product roadmap?! In the past, companies relied solely on the product management team to build and drive roadmaps. Shifting the Product Roadmap Ownership to Customer Success. What is a product roadmap? 3-Phase Customer Success Product Roadmap Strategy.

Roadmap 59

Roadmap Customer Success Customer Centricity Feedback 59

C3Centricity

JANUARY 13, 2021

The post covers all aspects of image, including a brand’s personality that is portrayed in its communications. Yes, if it is the traditional market research department that merely provides simply analysed data from repetitive surveys shared in boring presentations. Do you know how your brand is seen by category users?

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

CSM Magazine

NOVEMBER 13, 2024

Business Systems Ltd , an industry expert in digital communications solutions, and teneo.ai – the AI-driven contact centre platform – are joining forces to present a webinar that focuses on ‘Five Signs Your Contact Centre Needs to Go Digital-First.’

System 52

System Roadmap Customer Satisfaction Industry 52

ECXO

OCTOBER 5, 2023

You get a lifetime license to 6 self-paced modules with narrated presentation videos, quizzes, workbooks, templates, and examples. Fine-tune your wisdom in data quality, analysis, presentation, and use in business. Fine-tune your wisdom in collecting, clarifying, communicating, and championing insights.

ROI 156

ROI Video Government Leadership 156

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

InMoment XI

FEBRUARY 1, 2024

Spotlight’s integrated approach provides a comprehensive view, turning past and present data into powerful, actionable insights for immediate strategic impact. While structured data can be seen as the mathematics of human behavior, unstructured data is pure, unadulterated human communication.

Analysis 195

Analysis Social Media Analytics Loyalty 195

Lumoa

AUGUST 23, 2021

Although we refer to the “post-pandemic world” in this article, we understand that we’re still in the middle of it all — we just hope we can provide a little hope and guidance for the present and future reality of a post-COVID world. Embrace the rise of messaging apps One way might be to incorporate texting into your communication channels.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Understanding the key lifecycle stages for an Ecommerce Focus on the Buyer Journey Each stage of the buyer’s journey presents unique opportunities and challenges for stores to engage with and satisfy customers.

Ecommerce 109

Ecommerce Survey Retail NPS 109

Customer Bliss

NOVEMBER 15, 2018

Samantha shares how she’s used her communications and marketing background to unite leadership across silos within her organization to provide a more efficient and unified customer experience. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

C3Centricity

NOVEMBER 4, 2019

They hoped that it would revive sales and give new vitality to their communications to better engage their customers in the new social world. This can be at the beginning and end of presentations, in your office reception, in the lifts or anywhere many employees spend time. They continued with the same processes and mind-sets.

Customer Centricity 179

Customer Centricity Brands Advertising Consumers 179

GetFeedback

JULY 29, 2019

There are three components of a good feedback action plan: Repeatability, traceability, and communication. Instead, use existing processes such as product standups, defect tracking, roadmap planning, or market assessment meetings to notify stakeholders about relevant feedback. Communication. Repeatability.

Survey 150

Survey Feedback How To Net Promoter Score 150

Gainsight

SEPTEMBER 20, 2019

As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), Then we present it to our hugging and marketing teams. The post Use This Framework to Unblock Your Product Roadmap appeared first on Customer Success Software | Gainsight. Not at all! Finally, we share it with the whole company.

Roadmap 58

Roadmap Exercises Sales Marketing 58

Kerry Bodine

APRIL 17, 2018

Customer recruiting always presents logistical challenges, but we’ve never failed to find customers who are enthusiastic about attending. “If But to make your workshop effective, it’s perfectly reasonable to communicate the goals of your initiative and what’s within your purview to fix.

How To 120

How To Roadmap Exercises Tips 120

Customer Bliss

AUGUST 23, 2018

Anand talked to people on the team and communicated what he already knew from the consumer insights to gain a deeper understanding of what they meant, from the teams who handled that specific work. Communicate your role to your colleagues and peers. Recruit deliberately. Anand now has 5 direct reports rather than his initial two.

Transportation 129

Transportation Industry Management Chief Customer Officer 129

InMoment XI

OCTOBER 24, 2023

By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. Enter analytics.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Retently

NOVEMBER 27, 2024

According to Google, 70% of buying decisions happen during these moments, making it crucial for your business to be present and ready to deliver what customers need instantly. It’s like a roadmap that shows where things are working – and where they’re not. Here are the most powerful approaches: 1.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

CX Accelerator

JUNE 8, 2020

Here’s a good format for these calls from ,, Sue Duris , Director of Marketing and Customer Experience at M4 Communications, Inc: “My #1 way to listen to the voice of customer (VOC) is by phoning a customer and chatting for 15 minutes. Present your product roadmap and get valuable customer input. Learn about your competitors.

Survey 182

Survey Social Media Contact Center Call Recording 182

Retently

MARCH 17, 2025

Ensure the offer terms are clear and well-communicated. SMS Marketing (Postscript, Attentive) Delivers targeted messaging, tracks conversion rates, and enhances direct customer engagement through real-time SMS communication. Focus on Trends : Dont just present numbers highlight whats changed and why it matters.

Report 90

Report How To Effort Score NPS 90

CX Journey

NOVEMBER 6, 2014

High on Iztaccihuatl, after a successful summit bid Today I''m pleased to present another guest post by Sarah Simon. Survey methodologists, statisticians, sample designers, marketing communications experts or project managers? This post marks another installment in Sarah''s series on lessons from the high country. A data analyst?

Hotels 171

Hotels Consulting Culture Chief Customer Officer 171

ECXO

AUGUST 6, 2024

Our brains are wired to prioritize the present moment, a trait that has been honed over millennia of evolution. This present-focused orientation, known as temporal discounting, makes immediate rewards more compelling than future gains. Over time, this has ingrained a preference for the present in our neural circuitry.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

InMoment XI

OCTOBER 3, 2024

Taking the time to schedule regular check-ins, personalize communication, and remember important dates such as client anniversaries will help strengthen personal relationships and improve client retention. When presenting plans or strategies, be sure to ask for their feedback and consider it when finalizing your proposed plans.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195