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

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. conference and in his article, Welcome to Churn Nation, The 9th Biggest Country in the World You’ve Never Heard of — But Are Living In. Did you know that 1.8 trillion).

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. Gartner Digital Marketing Conference. Looking for the latest trends, tools, strategies, and insights on CX? Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score Chief Customer Officer 130

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

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. A great example is our Satisfaction Drivers report which tells you exactly which areas of your business are pushing up or dragging down NPS. You might not need AI… Equally, there are some tasks where using centuries-old maths can outperform AI.

Conference 62

Conference Trends Customer Service Fashion 62

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. Segmented By User Type.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

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. Do you meet with customers at a yearly conference? to surface employee insights and start improving employee engagement.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

Heart of the Customer

OCTOBER 16, 2014

We also structured it with a pilot group, and tracked leads and sales to show that the ROI assumptions were valid. Over many months I presented the case for CX several times, and continually refined it as we researched more and more about best practices.

Leadership 107

Leadership Comparison Analysis Training 107

Totango

APRIL 25, 2019

Leaders of customer success convened at beautiful Carneros Resort in Napa Valley last week for Totango’s inaugural invite-only Global Executive Forum, the first event of its 2019 Customer Success Summit Conference. . With an amazing NPS score of 87.5,

NPS 54

NPS Connections Customer Centricity Customer Success 54

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.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. XM annuities generate massive ROI. in root cause analysis.

Metrics 62

Metrics Management Effort Score ROI 62

Gainsight

APRIL 26, 2019

That’s the big theme of Pulse (our big, annual conference) this year: what does the future of business look like with the customer at the center? Understands larger financial model and helps with (1) self-funding paid CS or (2) delivering clear ROI from CS. Measures NPS and retention solely. Sales Alignment.

Leadership 79

Leadership Customer Success Roadmap Conference 79

ClientSuccess

JANUARY 4, 2019

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). You will hear it at customer success conferences, meetups, networking events, and peer mentoring sessions. Customer ROI.

Metrics 53

Metrics ROI Net Promoter Score NPS 53

ChurnZero

OCTOBER 30, 2020

At BIG RYG, ChurnZero’s annual Customer Success conference, we hosted a panel discussion featuring CEOs of SaaS companies that are (re)defining the future of customer success, engagement, and experience. Customer Success drives a double benefit in the ROI.”. There’s much skepticism about NPS being a valid metric to rely on.

Customer Success 93

Customer Success Net Promoter Score Effort Score NPS 93

Lithium

DECEMBER 28, 2020

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

inQuba

MARCH 22, 2023

Businesses have implemented NPS (Net Promoter Score), and other measurement systems, to achieve CX success and superior customer experiences. Consumers have benefitted overall, and the growth in adoption of NPS has resulted in the C Suite’s interest in the customers’ experience. Could Net Promoter Score be disadvantaging your business?

Net Promoter Score 52

Net Promoter Score Omni-Channel NPS Effort Score 52

CustomerSuccessBox

DECEMBER 3, 2021

Customer conferences, conference travel (if applicable), leadership meetings (both internal to CS and broader) As leaders, you should be thinking about how productivity and quality can be improved in a way that contributes to the growth and, at the appropriate time in the growth cycle, profitability. Investment in technology.

Customer Success 52

Customer Success Data ROI Conference 52

SurveyGizmo

SEPTEMBER 19, 2017

I first heard of this great ideology at a conference a few years back — we aren’t in the business-to-business world or the business-to-consumer world — rather, we are in the human-to-human world. This was popularized by Bryan Kramer , CEO of Purematter and frequent TED Talk speaker on the topic of H2H.

Transportation 66

Transportation Entertainment Hospitality Conference 66

Confirmit

JULY 9, 2019

Just the other day, I was having an engaging water cooler conversation with my co-worker regarding VoC/ROI linkage. Prior to coming here, I was responsible for building out an extensive Voice of the Customer (VoC) program for Silicon Valley Bank (SVB). I could go on and on but overall, the first three months have been like peas and carrots!

Banking 40

Banking NPS Conference ROI 40

ClientSuccess

MARCH 20, 2019

These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. Net Promoter Score (NPS). Impact/Outcomes Achieved (Personal & Organizational ROI). 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Retently

AUGUST 26, 2019

As for what types of surveys you can use, here are your options: NPS (Net Promoter Score). NPS is a type of survey that lets you track growth indicators which show how loyal your customers are, how likely they are to refer your brand to others, and how happy they are with your products and services. NPS Survey Template.

Feedback 71

Feedback Social Media Effort Score Net Promoter Score 71

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

“It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks. Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

CustomerSuccessBox

APRIL 6, 2022

This does not imply joining a conference call a few minutes early. Instead, customer success teams can set up a system for measuring and grading client accounts to see if they’re ready for an aha moment (such as a free service or gift) and what the ROI will be. An aha moment is one in which you go above and beyond.

Customer Success 52

Customer Success How To Conference Customers 52

Waypoint Group

JUNE 13, 2018

Companies buy your products and services because there’s a promise of ROI. See” means more than measuring the business results; it also means communicating the results and making sure the right people know all about the ROI. CS: Ensure you are providing the assistance that the customer needs to successfully acquire the ROI.

Customer Success 40

Customer Success ROI Voice of Customer Resources 40

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Some blog areas are limited to Khoros customers only. Communities.

Social Media 52

Social Media Roadmap Trends Hospitality 52

SurveySparrow

NOVEMBER 30, 2021

With the SurveySparrow integration, you can: trigger CSAT / NPS surveys when a ticket is closed. track your CSAT/NPS scores and update the ticket field. With the Zoom integration, you can: automatically send Zoom conference call details to your HubSpot prospects. Prove the ROI of your advertising. Google Search Console.

CRM 52

CRM eBook Effort Score NPS 52

Amity

APRIL 24, 2017

One day they’re delivering a presentation on ROI to a C-Level executive, the next day they’re doing a debugging session with a user on a very technical issue, and the next day they’re going through large amounts of data to research trends and health scores. Let’s focus on a Customer Success Manager (CSM).

Customer Success 93

Customer Success Culture Metrics Customers 93

ChurnZero

AUGUST 30, 2019

Our very own CEO, You Mon Tsang, had a part of the action and was one of the conference mentors and organized a Super Braindate on – Customer Success for the C-Suite: Why Churn Matters. Pay Attention to Net Promoter Score (NPS). From @jasonlk ‘s playbook for going from $1m to $10M, make NPS a top 3 goal. at Talkdesk.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

ChurnZero

SEPTEMBER 20, 2022

At Propel, Rocketlane’s annual global conference for customer onboarding and implementation professionals, Customer Success expert and principal consultant at Service Excellence Partners, Ed Powers, talked about how we can create ideal, favorable customer experiences if we understand the principles of neuroscience.

Sports 52

Sports Case Study Meeting Hospitality 52

CustomerSuccessBox

DECEMBER 24, 2021

Highlight the ROI or the value that they received or the positive impact that your product was able to offer. Low NPS Customer Webinars Conferences. Instead of just sending out the renewal notices at regular intervals, it would be great if you can also make them feel appreciated for the partnership that they’ve given you.

Customer Journeys 52

Customer Journeys Customer Success Chief Customer Officer Touchpoint 52

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . We have to put the curious reluctance to talk directly about money/ROI with our customers and our companies behind us.

Customer Success 61

Customer Success Chief Customer Officer ROI Sales 61

SurveySensum

JULY 14, 2020

She has been featured as a speaker at conferences and Customer Success publications and has been consistently voted top Customer Success Influencer for the past 7 years. Debbie Akwara – CX-Preneur, CX Author, CX Conference Speaker. She also frequently shares her ideas in conferences, blog posts, and podcasts.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Thematic

FEBRUARY 19, 2019

If you can demonstrate and calculate a positive correlation between CX metrics like Net Promoter Score (NPS) to your bottom line (profit) or top line (sales) you can often get their attention and support. Also, with regards to NPS, focus on sharing the behaviour patterns of your Promoters, Passives and Detractors. Don’t give up!

Customer Journeys 54

Customer Journeys Strategy Customer Experience Net Promoter Score 54

Pointillist

JUNE 15, 2018

Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. Loyalty programs usually take the form of memberships that confer rewards, such as airline frequent flyer programs.

Customer Retention 110

Customer Retention Analytics Loyalty Programs Customer Journeys 110

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. When Anthony Kennada , a friend and colleague in Phoenix pinged me about attending his company’s first conference on the topic of Customer Success, I jumped at the opportunity to attend. Pulse 2020 – Back to Moscone (Or So We Thought).

Social Media 45

Social Media Conference NPS Hotels 45