Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Using truly customer-focused metrics. In a compelling and revealing presentation, Graham Tutton , Vice President, Customer Insights, shared how now they measure metrics that matter to both the brand and the customer.

Case Study 152

Case Study Airlines Conference Wait Times 152

InMoment XI

APRIL 3, 2023

NPS made sense. We call this “Above & Beyond,” and it’s become a key metric for account health, customer satisfaction, and employee performance. We know that when an Above & Beyond employee is recognized, NPS is 5x higher. and Outside In. I started to understand customer experience.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Beyond Philosophy

NOVEMBER 10, 2014

According to Marketing Metrics , you have a much higher probability to sell your existing customers than a new prospect, at 60 to 70% versus 5 to 20%, respectively. A Global Shipping company increased its Net Promoter Score (NPS) by 40% points over 30 months. Your existing customers are far easier to upsell. www.mckinsey.com.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Heart of the Customer

MAY 6, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. We CX folks love to discuss measurement. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […].

Net Promoter Score 148

Net Promoter Score Measurement Effort Score How To 148

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. You need to show how you’ll impact those metrics one segment at a time.”. Jay Nathan , Chief Customer Officer, Higher Logic. Software vendors want in.

Conference 98

Conference Customer Success Leadership Sales 98

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. There is no singular magic metric for product success. . Alignment on metrics is pivotal to ensure you are measuring the right things. In addition to metrics, organizational alignment across teams is crucial.

Conference 66

Conference Industry Metrics Effort Score 66

Thematic

FEBRUARY 11, 2024

I finally got to attend a Medallia Experience conference, and just like with my write up of the Qualtrics X4 event last year , I’d like to share my experiences and learnings. The long corridors at the Wynn, Medallia's conference venue There were more people than I expected. First, it’s hard not to compare two events.

Conference 62

Conference NPS Hotels Self Service 62

Totango

JULY 6, 2021

This makes customer loyalty a metric as well as a concept. Measuring customer loyalty confers a number of advantages: It lets you quantify the success of your customer loyalty strategy so that you can objectively evaluate your performance. To quantify customer referrals, a simple metric you can use is referral rate.

Loyalty 114

Loyalty Net Promoter Score Measurement NPS 114

Daniel Group

SEPTEMBER 15, 2023

Throughout the interview, Reichheld underscores the significance of customer loyalty, the emotional bond between businesses and customers, and the pivotal role of outcome metrics in understanding and driving business growth. His books, particularly his latest, “ Winning on Purpose, ” are widely acclaimed. NICE Systems, Inc.,

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

CX Journey

JUNE 28, 2016

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience. And then: Why?

Effort Score 97

Effort Score Metrics NPS Measurement 97

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) An equivalent metric can be monitored for EX and PX: cycle time and value.

Metrics 62

Metrics Management Effort Score ROI 62

Daniel Group

MAY 12, 2022

He also outlines steps to use your NPS data to determine your “Earned Growth Rate (EGR),” which helps quantify how much referral activity is worth. For example, your CX metrics are only be used for bonuses. Please mark your calendars for October 19 and 20 for our annual Client Conference to be held here in Charlotte, NC.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

Experience Investigators by 360Connext

MAY 15, 2024

Conferences, gatherings, and learning opportunities have been essential for helping me see the difference between the flash and the facts. This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. Folks are really inspired to change these.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Think Scale. Do your processes work for 40 customers?

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If Finally, a metric that tackles and mathematically pins down the complexity of actual product usage!

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Experience Matters

DECEMBER 15, 2015

Effort Metric Expanding. Companies have started to use versions of an “effort” score as a key CX metric, because it provides a good mechanism for identifying areas of improvement. Metrics to Action Realigning. Voice of the customer programs (including NPS), are a mainstream component of most CX programs.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

ChurnZero

NOVEMBER 22, 2019

I am soooo excited to announce BIG RYG , ChurnZero’s inaugural industry and user conference built for current and future leaders in Customer Success. Why are we doing a Customer Success conference ? One of the most common question to ChurnZero is : when are you going to have a conference? How are we doing this conference?

Conference 17

Conference Chief Customer Officer NPS Customer Success 17

ClientSuccess

MARCH 20, 2019

Over the next month, I will be writing about the customer success metrics that top organizations use to measure the performance of their customer success strategies and team execution. The metrics I will cover are applicable to customer success departments and also to your entire company. Financial Metrics. Health Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Beyond Philosophy

SEPTEMBER 6, 2017

Assesses by an indicator with a direct tie to your CES, which for most organizations is NPS score. Ensure that your CX improvement efforts and results get their due in meetings or you could find that what you need takes a back seat to the items that were discussed in the conference room. Not so fast. Five, in fact.

Measurement 121

Measurement Effort Score Consulting Analysis 121

Thematic

MAY 22, 2019

Earlier this month I attended the CXPA conference in Salt Lake City. The conference brings together CX experts from a variety of industries to talk about pressing issues affecting teams and practitioners. I hope the learnings I took away from the conference will help you when it comes to building your own CX team.

Exercises 97

Exercises ROI Conference Video 97

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS. times more likely to buy again, 5.6

NPS 52

NPS ROI Social Media Effort Score 52

Heart of the Customer

JUNE 5, 2019

I attended Medallia’s annual conference for the first time and was impressed with the quality of both the keynotes and the breakouts. While I captured many pages of notes, four findings really stuck out that I want to share: There is no one right metric. Despite having NPS inventor Fred Reichheld speak the first day, […].

Conference 74

Conference NPS Metrics Customers 74

Beyond Philosophy

JUNE 20, 2015

This blog represents two true stories of what happens, or can happen, to an organization when its key relied-upon key, single number (CSAT, CES, NPS, etc.) performance metrics flatline and, for all intents and purposes, have little or no granular actionability. The post When B2B and B2C Key Performance Metrics Flatline….

B2C 60

B2C B2B Metrics Analysis 60

SurveySensum

MAY 27, 2022

Most companies crave for higher NPS score as it is considered to be one of the most-looked after business metrics out there. Does the NPS score actually provide value? There are many similar questions discussed and debated over the years since NPS was founded. . Does NPS score have any value: Analyzing Expert Opinions.

NPS 52

NPS Net Promoter Score Effort Score Social Media 52

delighted

APRIL 1, 2024

For a more quantitative metric, Net Promoter Score (NPS) surveys measure how likely attendees are to recommend your event to others on a scale of 0 (very unlikely) to 10 (very likely). The accumulated score across all respondents translates to a holistic NPS score, which you can use to measure attendee loyalty and interest.

Survey 100

Survey Feedback Conference Net Promoter Score 100

CX Workout - Ideas Blog

MAY 10, 2016

The Service Profit Chain Institute Workout was delighted to launch its new SaaS platform, CX Workout , at the CX Fusion conference in Las Vegas, April 25-27, 2016. The first full day of the CX Fusion conference had a great start with several keynote speakers. Let’s dive into the keynotes and kick offs from day one. Carine Clark.

Conference 40

Conference Omni-Channel Effort Score Customer Journeys 40

ClientSuccess

JANUARY 4, 2019

The difficulty is that customer health metrics can be spread out across multiple customer systems (ie. CRM, Support Tool, NPS/Survey Tool, Product Usage Tool, Email, Notes), making it difficult to achieve a clear 360-degree view without tons of manual work or even a group of customer data analysts (expensive). Product Usage.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ChurnZero

DECEMBER 29, 2020

As such, we tapped industry experts for a verbal duel on the subject, which took the form of an Oxford-style debate, at BIG RYG, ChurnZero’s annual Customer Success conference. You can watch all the on-demand sessions from the conference now.) Top 4 Metrics Chief Customer Officers (CCOs) Must Know.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Gainsight

DECEMBER 27, 2019

We’ve released some amazing new Gainsight PX features , put on the best Pulse conference to date, and supported the customer-centric community with an ever-growing content library. Product Metrics Your Board Members Care About. “If The Beginner’s Guide to Product-Led Growth Metrics.

Roadmap 97

Roadmap Metrics Feedback Conference 97

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). The majority are measuring transactions by using metrics like Net Promoter Score (NPS) or CSAT.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. 4 NPS Challenges to Consider and How to Navigate Around Them. Here are 4 things customer success teams should keep in mind as it pertains to NPS: 1. Low Response Rate.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

Beyond Philosophy

NOVEMBER 30, 2023

This increase in NPS also resulted in a ten percent revenue growth in a declining market. The CEO once told me that the only thing he would have done differently would have been to put a measure in every person’s compensation tied to customer experience metrics from the beginning. NICE Systems, Inc., and Fred Reichheld.

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

Heart of the Customer

MAY 6, 2022

If you want to fill a room at a conference, just put the word “metric” in your session title, and you’re good to go. We CX folks love to discuss measurement. Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. That’s because we spend so many of our waking […].

Net Promoter Score 78

Net Promoter Score Measurement Effort Score How To 78

OpinionLab

MAY 15, 2018

The theme of this year’s conference was “CX Business Value” , which was appropriate because linking CX to tangible business outcomes has become one of the most important topics keeping CX leaders up at night. This is a flawed metrics approach that actually prevents investment aligned with business goals. How long is the relationship?

Metrics 79

Metrics Contact Center Measurement Analysis 79

Experience Matters

APRIL 7, 2015

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), and Harvard Business Publishing, were honored at the conferences 2014. This year’s crop of candidates was quite competitive. Qualtrics.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

delighted

MARCH 15, 2019

When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey. Constant monitoring of your customer experience metrics will let you know whether the changes you’re making are moving the needle.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

ShepHyken

MAY 16, 2022

Are You Tracking the Customer Service Metrics That Really Count? My Comment: We kick off this week’s Top Five roundup with an excellent article about the best customer service metrics. Yes, metrics matter. In addition to the traditional metrics, my take is that you should also measure customer behavior.

Customer Service 66

Customer Service Net Promoter Score Airlines Customer Journeys 66