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 Understanding the latest market trends and consumer behavior isn’t just a “nice-to-have” – it’s a game-changer for ecommerce growth. Building Customer Loyalty for Retention 6. Boosting SEO and PPC Efforts 7.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Retently

MARCH 11, 2025

In a market where consumers have endless choices, 73% say a great experience influences their brand loyalty more than price or product. Monitoring Key CX Metrics & Performance After handling the morning review rounds, the next big task is diving into the numbers. Whats included in a CX roadmap? More on that next.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

Aveus

MAY 18, 2021

At Medecision, our solutions and services help health plans improve the consumer experience and increase engagement. There’s a growing emphasis on consumer experience across industries, and healthcare is no exception. Why You Need to Look Holistically at Your Programs and Consumer Experience. By Medecision.

Consumers 130

Consumers Healthcare Metrics Case Study 130

Calabrio

MARCH 22, 2025

Great customer experiences now come with a massive price premium and bad ones drive even the most loyal consumers away in a hurry. Today, consumers are demanding ever more personalized, seamless, and efficient service across an expanding array of channels. However, it doesnt have to be a challenge that consumes contact center managers.

Contact Center 130

Contact Center Management Strategy Call Center 130

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . And that came out in the research that never would naturally appear on an operational metrics dashboard, it never would naturally appear, right? We had our 2020 plans.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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 440

Customer Journeys Culture Leadership Effort Score 440

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. In fact, according to the Optimove Insights Report on Consumer Shopping Intentions for Holiday 2024, email is the preferred channel selected by 59% of respondents. What Metrics Should Marketers Track to Evaluate Success?

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

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

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. This is an especially effective way to cater the ultimate consumer experience because this method is created by design-led thinking.

Roadmap 98

Roadmap Tips Travel Groups 98

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 process can help identify emerging trends, consumer preferences, and unmet needs that can guide the product development process.

Analytics 195

Analytics Data Social Media Average Handle Time 195

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. 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. Consistency builds trust and recognition.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

MAY 3, 2024

Whether it’s identifying opportunities for improvement, sharing compelling stories backed by data, or aligning with departmental roadmaps, Foot Locker’s CX programme is a testament to their customer-centric, integrated customer experience approach.

Retail 195

Retail Return on Investment ROI Analysis 195

Lumoa

JANUARY 27, 2023

Most consumers consider the customer experience crucial when purchasing, but only half of them feel that organizations are doing a good job. Identify Customer Touch Points Touchpoints are where your brand and your consumers meet and interact. A roadmap can help prioritize which steps should be taken first.

Customer Journeys 195

Customer Journeys Customer Experience Customer Service Touchpoint 195

Thematic

MARCH 30, 2025

In today’s competitive landscape, ignoring this step can be costly—nearly 49% of consumers have left a brand they were loyal to in the past year due to poor customer experiences​ Put simply: customers want to be heard and they want proof that their feedback matters. Companies that don’t close the loop see a 2.1%

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

AUGUST 16, 2024

As the number of consumers making their purchases online has grown exponentially in recent years, it is no surprise that over 80% of marketing leaders have chosen to invest their resources in digital channels. This results in increased customer experience metrics and better positioning against competitors.

Strategy 195

Strategy Customer Journeys Omni-Channel Technology 195

Lumoa

JANUARY 19, 2023

It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Your team must be skilled in market research and analysis, be the voice of your consumers, and be the driving force behind change and the elimination of pain points.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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. Martin reveals the secrets to structuring a successful CX team with a 90-day roadmap. Slow Down for Success.

Roadmap 78

Roadmap Groups Travel Consulting 78

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

AWS Machine Learning

OCTOBER 23, 2024

However, providing such personalized instruction to an entire classroom is labor-intensive and time-consuming for teachers. Quality metrics – Logging and analyzing user feedback, along with correlating satisfaction metrics with model performance, guides our continuous improvement efforts.

Innovation 88

Innovation User Experience System Resources 88

InMoment XI

OCTOBER 3, 2024

Your customer retention rate is an important metric. 79% of consumers say that loyalty programs caused them to purchase from an organization more frequently. Personalize Customer Experiences Did you know that 71% of consumers expect a personalized customer experience? How Is Customer Retention Measured?

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Lumoa

JANUARY 23, 2018

Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. These standard metrics include not only the number, but also free text feedback revealing why your customers like or dislike you or your product. Most companies collect feedback in some specific format, such as Net Promoter Score.

Analytics 285

Analytics NPS Financial Analysis 285

InMoment XI

APRIL 3, 2024

It sets the tone for the entire company/consumer relationship. The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. Why is Digital Customer Experience Important?

Customer Expectations 195

Customer Expectations Meeting Customer Experience Touchpoint 195

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. While they can elicit higher-quality feedback due to their mobile and conversational nature, they can be time-consuming to create and manage. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

Lumoa

AUGUST 23, 2021

The post-COVID-19 consumer is still going to be a bit financially nervous and hesitant with their spending, so the largest change in behavior is going to be the building (or re-building) of their trust. Other factors that influence brand decisions are also changing as the “buy local” trend continues to accelerate.

Customer Experience 221

Customer Experience Social Media Video Customers 221

rethinkCX

FEBRUARY 23, 2025

From AI-driven personalization to community-powered loyalty, these trends arent just buzzwordstheyre your roadmap to staying ahead. A 2024 study found that 71% of consumers expect personalized interactions, and 76% get frustrated when they dont receive them. Beyond NPS scores, CX metrics in 2025 will focus on emotions.

Trends 52

Trends Customer Experience How To Omni-Channel 52

Thematic

MARCH 30, 2025

Consider this: 70% of consumers say they can tell which companies use AI effectively—and which ones don’t. With four very different customer groups—shoppers, consumers, retailers, and advertisers—they were overwhelmed by fragmented feedback. trends, patterns, and metrics). Take Instacart.

Customer Insights 62

Customer Insights Data Analytics How To 62

Thematic

MARCH 20, 2025

In fact, 70% of consumers notice a clear gap between companies that use AI effectively in customer service and those that don’t. Instacart successfully applied this strategy by tailoring insights for four distinct customer groups, including retailers, delivery drivers, advertisers, and consumers​ 4. Implement A/B testing.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

InMoment XI

JUNE 5, 2024

Omnichannel CX Analytics: Processes text from surveys, social media, voice, reviews, chat, email, and more to understand VOC, trends, and emerging topics, often paired with metrics to analyze impact and churn. Our roadmap includes significant advancements in AI and NLP, particularly enhancing feedback solicitation and data integration.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Kustomer

FEBRUARY 4, 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. This is an especially effective way to cater the ultimate consumer experience because this method is created by design-led thinking.

Roadmap 64

Roadmap Tips Travel Groups 64

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management How To 65

Thematic

APRIL 1, 2025

Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). A strong customer insights strategy clearly turns feedback into actions on your product roadmap. Always validate results through metrics like click-through or conversion rates.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

BirdEye

MARCH 6, 2025

Think of this as your roadmap to winning over potential customers. Youll discover how to integrate platforms, track meaningful metrics, and build authentic connections that outlast fleeting digital fads. Use AI to analyze review sentiment and spot trends Manually tracking customer feedback across platforms is time-consuming.

Tips 85

Tips Tools Social Media Multi-Channel 85

SuiteCX

MARCH 31, 2015

Common mapping tools and metrics. Common metrics. Common definitions and metrics. Common metrics and training. Governance is focused on enhanced data, process innovation and new customer metrics. Some common training at basic levels. thru training, support and education.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

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 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

ECXO

DECEMBER 26, 2023

Increase engagement, response rates and the ROI of marketing initiatives with this step-by-step guide to harnessing hardwired consumer behaviour and instinctive responses. About the book: Have you ever paused to consider the Customer Experience from the consumer’s viewpoint? Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

BirdEye

DECEMBER 28, 2024

12 restaurant SEO strategies to drastically improve your footfall Restaurant SEO doesnt have to be challenging or time-consuming for your multi-location restaurant business. Monitor social media metrics to understand which content performs best with your audience. Ensure seamless handoff to human staff for complex inquiries.

Tips 97

Tips Social Media Chatbots System 97

GetFeedback

NOVEMBER 18, 2019

Here’s the process that I recommend you take to transform, consume, and operationalize the data. . Before you analyze your feedback, you’ve got to develop your analysis plan, which is a roadmap for how to analyze your data–and probably more importantly–why you’re analyzing it. . Step 1: set up service recovery. Get the Guide.

Feedback 199

Feedback How To Analysis Survey 199