Experience Investigators by 360Connext

FEBRUARY 1, 2022

They no longer have interactions with them, and rely on others like account managers, frontline employees and customer service teams to provide those one-on-one interactions. Customer-focused organizations prioritize keeping customers close. Article] Is Customer Experience Worth It? And How Much Should You Invest?

Customer Experience 376

Customer Experience Net Promoter Score Customer Experience Management Feedback 376

ECXO

FEBRUARY 3, 2025

Create Feedback Loops to Continuously Improve Proactive sales processes are not set-it-and-forget-it systemsthey need to evolve based on customer feedback and performance data. Actions You Can Take: Regularly ask customers how you can improve their experience. Monitor customer satisfaction metrics (e.g.,

Sales 266

Sales Customer Experience e-support Examples 266

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Experience Investigators by 360Connext

SEPTEMBER 6, 2017

Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” He promotes the idea of becoming more customer-focused. And that’s all.

Net Promoter Score 547

Net Promoter Score How To Customer Centricity Metrics 547

GetFeedback

DECEMBER 21, 2018

US auto insurance carriers that have provided customers with consistently best-in-class experiences have generated two to four times more growth in new business and about 30% higher profitability than their counterparts with an inconsistent customer focus. consumers say customer experience at most companies needs Improvement. (

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

CX Accelerator

OCTOBER 7, 2019

NPS, CSAT, CES, etc.)?How As you gather this information, bake in metrics so you can demonstrate to leadership the return on investment (ROI) of an enhanced customer experience. What if standards for every role could be defined by customer expectations rather than industry norms? How will you define success?

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

eglobalis

OCTOBER 1, 2024

When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

AskNicely

JUNE 27, 2015

We are constantly bombarded with numbers in the business world – acquisition costs, churn rates, virality factor, PageRanks, EBIT, LCV, CPC, users, retention rate, email subscribers, social metrics, bounce rate, and the list goes on! And the value of a high NPS score goes far beyond happy customers.

Net Promoter Score 150

Net Promoter Score NPS Case Study Metrics 150

Heart of the Customer

JUNE 19, 2019

As our book gains traction, readers tell us they appreciate our focus on starting journey mapping by targeting an identified business problem and using this to drive customer-focused change. The post Develop a Killer Metric to Drive CX Action appeared first on Heart of the Customer.

Metrics 98

Metrics Customer Journeys Customer Focused Management 98

SurveySensum

FEBRUARY 16, 2023

There has been a lot of discussion around the NPS surveys, but one question, however, remains unanswered – Should you color code the NPS scale? And with many expert people sharing their thoughts, we collated everything here to give you a comprehensive picture of the controvertible topic of color coding the NPS Scale.

NPS 97

NPS Net Promoter Score Effort Score Survey 97

ECXO

MARCH 21, 2023

This ‘’culture’’ ensures that every employee in the organisation is committed to delivering the best possible experience for the customer. The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Strategy Net Promoter Score How To 79

Retently

NOVEMBER 17, 2023

From tracking the real, long-term results of a campaign to judging the potential for customers to refer your company to their friends and colleagues, Net Promoter Score is a versatile metric that belongs in any marketing manager or consultant’s arsenal.

Net Promoter Score 78

Net Promoter Score NPS Marketing Management 78

Oracle

APRIL 19, 2019

Success in customer experience is notoriously difficult to measure—there are many metrics to choose from, trends in what to measure come and go, and determining which metrics are impactful can be confusing. Let’s say that’s a sales quota, or how happy your customers are, or how much you’ve produced.

Metrics 84

Metrics Net Promoter Score Customer Experience Measurement 84

NobelBiz

JANUARY 28, 2025

Whether you’re measuring agent performance or overall customer satisfaction, staying aligned with modern standards is key to success. In 2025, achieving the right benchmarks means understanding the metrics that matter, tracking them effectively, and striving for continuous improvement.

Contact Center 52

Contact Center Abandon Rate Self Service Average Handle Time 52

Wootric CX Blog

JULY 15, 2020

At PandaDoc , we’ve become increasingly customer-obsessed since the introduction of our NPS program two years ago, but we feel as if we still have meaningful room for improvement. We’ve found there isn’t much written about NPS, specifically for B2B companies, so in order to level up, we’ve gone straight to the experts.

NPS 69

NPS B2B Net Promoter Score Effort Score 69

Kayako

AUGUST 23, 2017

NPS, CSAT and CES all tell you different things about the customer experience: NPS measures customers loyalty over time, but it doesn’t tell you a lot about the why behind the score. CSAT and CES are great transactional metrics – meaning they tell you a lot about a specific interaction.

Feedback 166

Feedback Survey Net Promoter Score Effort Score 166

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., NPS, CSAT, CES, etc.)? How will you define success? Who can help you make this successful?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Mapping your customer journey and get into their minds as they interact with your products or services. Ask key questions, such as: What are key metrics for tracking customer experience quality, satisfaction, and loyalty (e.g., NPS, CSAT, CES, etc.)? How will you define success? Who can help you make this successful?

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Guide to Boosting Customer Loyalty.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

ShepHyken

MARCH 24, 2021

What’s the best metric? Why do our customers come back? There are a number of ways organizations measure customer satisfaction. Call it customer satisfaction, customer happiness, or anything you want. As an example, two very popular measurements are NPS (Net Promoter Score) and CSAT (Customer Satisfaction).

Measurement 158

Measurement Net Promoter Score Effort Score Customer Satisfaction 158

InMoment XI

SEPTEMBER 17, 2024

These principles are an example of what the principles of customer journey could look like in your organization. The exact principles you choose will depend on your business and the journey you build for your customers. What Are the Customer Journey Phases? Here are some common customer journey metrics you can track: 1.

Customer Journeys 195

Customer Journeys Net Promoter Score Self Service Touchpoint 195

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Kayako

APRIL 13, 2017

The chance to get free shipping, random upgrades, complimentary trials of new products and other unexpected surprises keep customers coming back to a company over and over. By empowering your support staff to do what it takes to make your customers happy. Then managers should give them tools and freedom to address customers’ needs.

Loyalty 226

Loyalty Tips Meeting Software 226

Beyond Philosophy

DECEMBER 6, 2019

When I started Beyond Philosophy back in 2002, I could ascertain whether a company was customer-focused or not right away. This answer became my second book, Revolutionize Your Customer Experience , which explores how the culture of a company reflects how customer-centric the organization is. I wondered how I did that.

Net Promoter Score 171

Net Promoter Score Company Customer Centricity Airlines 171

NICE inContact

FEBRUARY 6, 2019

The CX processes tend to be more customer focused rather than internal focused embracing key methodologies like Lean/Six Sigma, value stream mapping and others. Employee experience and voice of the employee get as much priority as customer experience and voice of the customer when the synergies are well understood.

Net Promoter Score 137

Net Promoter Score Contact Center Average Handle Time Effort Score 137

Experience Investigators by 360Connext

APRIL 28, 2017

Here are some valuable lessons from the customer experience case studies presented at Experience 2017. 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

OCTOBER 8, 2024

Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. InMoment’s XI Platform gives you an overview of how your organization is performing on your most important metric, with the ability to dive deeper into specific aspects of the reporting.

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

InteractionMetrics

MARCH 27, 2025

You can measure retention easily by measuring your customer retention rate as a percentage. This number shows how many customers stayed with you over a given period of time. But when done right, customer survey feedback is pure gold. Heres why CLV matters: Not all customers are equal.

Customer Retention 52

Customer Retention Strategy How To Net Promoter Score 52

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. CX leaders must understand what metrics matter at their company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

ShepHyken

MARCH 17, 2020

How to Drive Value and Become Customer-Focused. Shep Hyken interviews Rob Markey , a leader of Customer Strategy and Marketing at Bain & Company. They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture.

Net Promoter Score 113

Net Promoter Score NPS Loyalty Culture 113

InMoment XI

JULY 23, 2024

Step Three—Provide Excellent Customer Support: Offer multiple channels for customer support, including live chat, email, and phone support. Step Four—Implement Customer Feedback Surveys: Use tools like NPS, CES, and CSAT to gather feedback and identify areas for improvement.

Ecommerce 195

Ecommerce Measurement Customer Journeys Customer Experience 195

ShepHyken

JULY 11, 2022

Then, think about this customer well into the future. Time to Emphasise Real-Time CX Metrics by Ginger Conlon. Customer Experience Magazine) Developing new approaches to measurement is a priority for businesses that want to drive agile decision making. In other words, It’s essential to understand the “why” behind the metric.

Customer Service 25

Customer Service Average Handle Time Metrics Social Media 25

InteractionMetrics

APRIL 17, 2025

At Interaction Metrics, we help organizations of all sizes improve how they collect and use feedback. Meanwhile, the customer experience software space is vast and there are competitors that offer simpler reporting tools, comparable (or better) design, and stronger value. Metrics Cards display real-time scores.

e-support 40

e-support Hospitality NPS Analytics 40

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. Customer Experience Can Make You Less Reliant Upon New Sales.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ShepHyken

SEPTEMBER 6, 2021

(CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience. This excellent article shares the formula and has an easy-to-understand description of how to use the information to create a better customer experience.

Customer Service 27

Customer Service Effort Score Net Promoter Score Contact Center 27

InMoment XI

OCTOBER 4, 2024

Let’s look at a few examples of how businesses put CXM into practice: An online sports watch retailer enables omnichannel support to let customers interact with them via Instagram, email, and live support chat. The options make it easier for customers to voice their suggestions or complaints. Absence of qualitative data.

Customer Experience Management 195

Customer Experience Management Customer Experience Management ROI 195