InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What Are Customer Experience KPIs and Metrics?

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

CSM Magazine

JANUARY 20, 2025

Understanding how SEO metrics tie to customer satisfaction is no longer optionalit’s essential. Metrics like bounce rate, time on site, and keyword rankings don’t just track website performance; they reveal how well you’re meeting customer needs. Secure Connections (HTTPS) : A secure connection builds trust.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

ECXO

MARCH 21, 2023

In the end, everything is connected. However, consider that you rarely will find two organizations using and implementing measurements and metrics similarly, with a few exceptions. Map out the journey: Develop a roadmap for advancing employee experience maturity over time. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

eglobalis

SEPTEMBER 19, 2024

When employees are connected to the broader vision, they are more likely to invest emotionally in both the company’s success and the customer experience. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 297

Customer Experience Leadership Innovation Roadmap 297

Retently

MARCH 17, 2025

Some reports get ignored because they track the wrong things, while others fail to connect the dots between customer issues and business impact. Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual?

Report 90

Report How To Effort Score NPS 90

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 Platforms like Instagram, TikTok, and Facebook have blurred the lines between scrolling and shopping, creating huge opportunities for brands to connect directly with consumers. trillion by 2027 ?

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. Intelligent routing tools go beyond simple call distribution, leveraging sophisticated algorithms and data analysis to connect customers with the most appropriate agent or resource.

Contact Center 130

Contact Center Management Strategy Call Center 130

eglobalis

OCTOBER 1, 2024

To facilitate collaboration between CX (Customer Experience) and Finance, the company can set a shared KPI related to customer retention rates and link it to financial performance metrics. The 11 actionable strategies presented in this article provide a roadmap for eradicating silos and fostering a fully integrated organization.

Customer Journeys 446

Customer Journeys Culture Leadership Effort Score 446

eglobalis

OCTOBER 9, 2024

The challenge lies in carefully evaluating feedback and determining whether a feature request should make it to your product roadmap or be declined. However, not all feature requests are feasible, beneficial, or aligned with your company’s long-term strategy. I’d also love to hear your experiences on this subject.

Feedback 513

Feedback ROI Innovation B2B 513

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. Problem Solving Through Connection. The first step to 90 day success is to build a connection through asking questions.

Roadmap 98

Roadmap Tips Travel Groups 98

GetFeedback

DECEMBER 21, 2018

31% of respondents rated being able to contact the company through any channel as the top driver of feeling emotionally connected to a brand. ( If you’re wondering how to measure your success there, remember that 80% of customer service organizations use customer satisfaction (CSAT) scores as their primary customer experience metric.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. What Metrics Should Marketers Track to Evaluate Success? These metrics should align with business goals and customer behavior patterns. Revenue Metrics: Repeat purchase rate, average order value, and lifetime value.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Leaders who receive the reports don’t see real value in these numbers because they aren’t shown how they are connecting to the overall business strategy. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

MAY 3, 2024

Foot Locker’s CX programme is not just about collecting data; it’s about making meaningful connections and driving actionable insights across departments. The correlation between NPS scores and operational metrics, demonstrates how improvements in customer satisfaction directly contributes to sales performance.

Retail 195

Retail Return on Investment ROI Analysis 195

AWS Machine Learning

JUNE 24, 2022

Internet connection is not allowed because the ML pipeline has access to production data in the data lake (read-only). Then the ML pipeline checks if the produced accuracy metrics (such as F1, precision, and gain deciles) pass the necessary thresholds. Personas, operations, and technology summary.

Roadmap 108

Roadmap Training Data Government 108

Kustomer

MAY 12, 2022

In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Senior Director of Travel Partners Group at Expedia Group Shannon Martin to learn about building a 90-day roadmap to successful customer service. Listen and subscribe to our podcast: Problem Solving Through Connection. Testing Promising Opportunities.

Roadmap 78

Roadmap Groups Travel Consulting 78

Thematic

MARCH 30, 2025

Simply put, closing the customer feedback loop means communicating with customers about their feedback —meaning you connect with them about what they said and what you did in response, rather than just sending a generic “Thank you for your feedback” email. In fact, 41% say brand loyalty is tied to an emotional connection.

Feedback 62

Feedback Roadmap Effort Score NPS 62

GetFeedback

DECEMBER 10, 2018

We recommend starting with an NPS question so you put your most important metric first. The annual batch and blast approach makes it too difficult to connect with relevant customers. We also use NPS data to inform key aspects of our business, like product roadmap and pricing strategy. Pillar 2: Distribution.

NPS 210

NPS Net Promoter Score Survey Measurement 210

Integrity Solutions

NOVEMBER 29, 2022

Here are the sales training metrics you should be using to measure your success. Let’s take a closer look at how you can pinpoint the metrics that will be useful and tell an accurate story of your sales training ROI. How to Determine Sales Training Metrics.

Training 86

Training Metrics Sales ROI 86

QuestionPro Audience

JULY 26, 2018

What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. ” Here’s a strategic roadmap (or hack) for tapping into that overwhelmingly positive data to fuel that important imagination. It helps guide where creative is going to go.”

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

ijgolding

APRIL 19, 2017

I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although all the tips are connected to each other in some way. Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.),

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Customer Bliss

JANUARY 29, 2015

You have agreed to map, define and identify all of the metrics that contribute to the current experience of these key touch points. You have committed to assign new cross-company metrics to the delivery of those experiences. You have created a roadmap that is being actively communicated as you progress.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

Kayako

MARCH 9, 2017

“Product testing helps me to understand the process of the Engineering team in deciding the roadmap. Helping to roadmap the releases means Support can identify and handle minor bugs, and also to communicate the correct issues to customers or engineers.”. I took on a six-month support chat metrics project.

Self Service 178

Self Service Customer Service Roadmap Customers 178

DCX

JANUARY 7, 2025

Connect the dots: Show how happy customers stick around longer, spend more, and tell their friends. Here’s how to fix that: Break down silos: Connect your systems so data flows seamlessly. This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. Want to keep their attention?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

ChurnZero

MARCH 7, 2025

A community is a collection of people with a common interest who gather in a virtual or in-person space to connect, share, learn, collaborate, and grow. 3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap.

How To 52

How To Roadmap Self Service Gamification 52

InMoment XI

NOVEMBER 30, 2023

When your brand identity is cohesive and mirrors the values that matter most to your business, it becomes a powerful tool for connecting with consumers on a deeper level. Doing this will help you foster a community around your brand, where customers feel heard, valued, and connected.

Brands 284

Brands Management Multi-Channel Social Media 284

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

How To 221

How To Customer Journeys Feedback Survey 221

Integrity Solutions

SEPTEMBER 23, 2021

Value Based Selling Connects With Customers’ Needs. A value based selling process is the foundation for aligning the way salespeople connect with the way customers buy. And they become “Net promoters” of your organization—a key metric correlated with sustained, profitable growth. Executing On A Value Based Selling Process.

Roadmap 70

Roadmap Sales Case Study Leadership 70

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Gainsight

JANUARY 10, 2025

Findings show that organizations increasingly prioritize Gross Revenue Retention (GRR) as a key performance metric, with 55% of companies using GRR as a top measurement. 76% of companies indicated customer retention as another primary revenue metric utilized. AI and automation are key enablers of this unified approach.

Trends 52

Trends Report Self Service B2B 52

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. InMoment champions the cause of empathetic listening, and with speech analytics, every conversation becomes a bridge to deeper understanding and connection. What Are Predictive Analytics? The future, they say, is a mystery.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

Kayako

OCTOBER 16, 2017

There is no shortage of metrics customer support teams could be tracking. Retention is not just about preventing customer churn, it’s also a chance to connect the value customers receive from your product with additional revenue for your company. Incorporating customer feedback into your product roadmap reduces this risk.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Lumoa

JANUARY 27, 2023

Connect the Dots Now that you have your data, it’s time to look at it and discover what you can find. Step 4: Building a Roadmap After identifying the issues at hand, you can move on to considering potential solutions. A roadmap can help prioritize which steps should be taken first. Look at why.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Lumoa

MARCH 31, 2021

Lumoa can find insights automatically from customer feedback With for example Lumoa , you can easily identify the topics that have the biggest positive or negative impact on your metric, and you can also see exactly by how much it drives the score up or down. Actionable insights allow you to make strategic, well-thought-out decisions.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Experience Investigators by 360Connext

JULY 17, 2024

They wanted to know why they needed a customer journey map when they already had: Process maps Product roadmaps Customer feedback dashboards A corporate vision to “provide a world-class experience for customers” And, perhaps most importantly, they just “got” their customers. You’ve probably already identified the issue here, right?

Customer Journeys 143

Customer Journeys Examples Strategy Roadmap 143

Thematic

APRIL 1, 2025

If your goal is to boost satisfaction, connect it to something tangible like “which should increase repeat purchases by 15%.” Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). The lesson here?

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62