ijgolding

APRIL 19, 2017

“Strategy needs to be a balance between what the business wants and what the customer wants. Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.), but also customer driven ones (loyalty, satisfaction, effort etc.…).

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

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

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. Critical Checkpoint: Review how you build out solutions to customer issues.

Customer Experience 100

Customer Experience Roadmap How To Metrics 100

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

Gainsight

JANUARY 10, 2025

AI and automation are fueling the expansion of Digital CS, allowing organizations to: Engage Customers at Scale: Automated workflows and self-service tools simultaneously provide consistent, tailored experiences to thousands of customers. 76% of companies indicated customer retention as another primary revenue metric utilized.

Trends 52

Trends Report Self Service B2B 52

ECXO

MAY 11, 2023

You’ll also probably know that the most successful companies go beyond offering quality products and services, and competitive prices, to design experiences that differentiate their brand and create emotional connections with customers. Everything they do is built around their customers. Where should you do next?

Customer Centricity 156

Customer Centricity Customer Journeys Self Service Culture 156

CustomerSuccessBox

AUGUST 31, 2021

If you want to get more information about the various types of customer segmentation and selecting the factors for customer segmentation, check out this blog. You need to consistently share data that has a direct correlation to the customer’s desired outcome. And to get there, customer engagement is the only way forward.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

Thematic

MARCH 30, 2025

This is a crucial phase: verifying whether your actions actually solved the problems and improved metrics. Are customers happier now? Define key metrics for your initiatives. Ways to Measure Success Ways to measure success: Track your before-and-after metrics. Use analytics to see changes in customer behavior (e.g.,

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Customer Bliss

MARCH 24, 2015

We have a roadmap for the customer work and know where progress will be measured. __ YES we do __ NO we do not. Clear metrics exist for measuring progress which everyone agrees to use. __ YES they do __ NO they do not. Implementation Tip: Pick a few key metrics that everyone understands, knows their roles in and can follow.

Tips 100

Tips Chief Customer Officer Effort Score Leadership 100

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

DCX

JANUARY 28, 2025

You’re Missing the Emotional Piece: Your data shows how efficient your processes are, but it doesn’t capture how customers feel about their interactions. Efficiency might be your metric, but empathy could be theirs. Keep reading to get the support you need to drive real, customer-focused change!👇

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ShepHyken

JULY 31, 2018

Shep Hyken sits down with Scott Walker, the CEO of ethosIQ ,and discuss three levels of customer optimization, finding the correct customer service metrics to focus on, and why companies should give back to their communities. ? ?. This means that metrics like “average handle time” or “time to resolution” can be misleading.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Help Scout

APRIL 27, 2021

It’s the feeling that comes from your customers having their needs met regularly, at the right time, in the right way. Unlike other metrics, like Net Promoter Score , Customer Effort Score , or Customer Satisfaction Score , there isn’t a defined way to measure your customer happiness — unless you create another survey to do so.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

DCX

DECEMBER 1, 2024

Customers want experiences that feel personal, considerate, and crafted with care. CX leaders who focus on human connection—whether through smart tech, distinctive spaces, or customer-focused strategies—are the ones who will shine and earn loyalty over time. Happy reading—and stay curious, DCXers!

Fashion 52

Fashion Culture Trends Connections 52

CX Journey

NOVEMBER 10, 2015

Customer Experience Maturity Assessment : I put this tool under Culture and Employee Experience because it's a baseline on where you are with regards to a customer-centric and customer-focused culture. Roadmap : To guide execution of your strategy, you must build a roadmap.

Customer Journeys 80

Customer Journeys Roadmap Government Culture 80

CX Journey

MAY 5, 2015

My first blog assignment is to bring you some nuggets from the second keynote from Day 1 of the event, a presentation titled, Easier Said than Done: Move the Needle with Your Customer Experience Strategy , by Erin Wallace, CCXP, Global Manager of Customer Experience at John Deere. But…"How do I get my executives on board?"

Customer Journeys 80

Customer Journeys Strategy Customer Experience Government 80

SuiteCX

JANUARY 19, 2015

Just the right amount of measurement and reporDng • Dashboards should provide a common framework and discipline for your global enterprise and should display business results, customer impera2ves and marke2ng effec2veness metrics 10 Company Challenge Approach Results Client’s membership was not growing, especially in the the 50-­‐60 segment.

Customer Journeys 100

Customer Journeys CRM Leadership Customer Centricity 100

Think Customers

DECEMBER 13, 2021

Invest and act on great customer experience Understanding the importance of building an organizational CX competency is a crucial first step, but without an executable strategy, organizations will continue to lag industry leaders. Modern customer expectations call for true omnichannel customer experiences.

Customer Journeys 52

Customer Journeys Roadmap Metrics Strategy 52

Innovative CX

AUGUST 10, 2021

This article focuses on how we bring together all the various metrics within an organization to paint a picture of its performance at delivering better experiences. First let’s distinguish between metrics and measurements. A Metric is a measurement of the degree that any attribute belongs to a system, product, or process.

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

Thematic

MARCH 29, 2020

In Part 4, you’ll learn how to build a product feedback loop that enables your stakeholders, managers and executives to make customer-focused decisions. What stakeholders are involved in product decisions, what metrics are they responsible for, and what data (such as churn, growth, or operational costs) do they use to make decisions?

Feedback 111

Feedback How To Analysis e-support 111

ClearAction

FEBRUARY 13, 2023

This theme is supported by resources such as Customer-Focused Communication, Journey Mapping Facilitation Skills, and CX Maturity Roadmap & Playbooks. This makes it easier for your department to use this resource in extended staff meetings, lunch-and-learn sessions, and other creative opportunities for discussion.

Sports 71

Sports Customer Experience Handbook Case Study 71

Amity

JANUARY 9, 2019

If a certain customer type struggles to get value from your product or if there are use cases that are stretched to a point of being difficult to achieve then it can create an increase in not only churn but in the cost to serve customers as well. Both of these metrics will hurt the value of your company when trending the wrong way.

Customer Success 81

Customer Success Customer Journeys Leadership Culture 81

delighted

DECEMBER 14, 2020

A customer experience strategy comprises the plans you put in place to provide positive experiences across each customer touchpoint and the purposeful ways to measure those experiences. What your customers are willing to tell you can be the most valuable data for improving brand and CX strategies.

Strategy 63

Strategy Net Promoter Score Customer Experience Effort Score 63

Gainsight

OCTOBER 30, 2018

Churn is what folks in the subscription economy community call the percentage of customers that leave after subscribing to your product. Churn is one of the most important metrics in a recurring revenue business. Obtaining funding from venture capital (VC) firms is part of the roadmap for a lot of SaaS companies.

ROI 61

ROI Customer Retention Social Media Roadmap 61

CSM Practice

JULY 24, 2019

Consider augmenting these processes towards your customer’s expected business outcomes : · Onboarding. You could also personalize the onboarding process to identify and meet unique customer needs. · Customer Support. Finance – The CSM can assist in resolving billing inquiries and drive collections.

Customer Centricity 45

Customer Centricity Roadmap Customer Satisfaction Customer Success 45

Gainsight

NOVEMBER 10, 2021

Customer experience has become the beating heart of most modern businesses. Gartner found more than two out of every three companies are now competing primarily on a customer experience basis. . Plus, more customer focus tends to turn into more revenue. Back your product roadmap with data.

Handbook 52

Handbook Roadmap ROI Strategy 52

SurveySparrow

JANUARY 23, 2019

What is customer experience measurement? It is the practice of measuring the experience of customers at all touch-points including the entire customer journey. Technology today allows you the ability to collect and analyze information to understand your customers and their needs. These customers are as good as lost.

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

Gainsight

APRIL 29, 2019

A: In most of the organizations I work with, we do meetings with CS teams where Product will go through the product roadmap to make sure they’re addressing the right things. How can Product teams can orient their product roadmap strategies to drive business outcomes? Q: Is there a business metric product leaders should focus on?

Roadmap 14

Roadmap Conference Sales Meeting 14

Amity

MARCH 19, 2014

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?”. Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer Product Adoption roadmap. The metrics driven by Customer Success are: 1.

Customer Success 54

Customer Success Leadership Metrics Customer Satisfaction 54

Wootric CX Blog

SEPTEMBER 2, 2020

This means, regardless of their role in your organization, every employee should be thinking about the customer experience and how they can improve this experience as part of their daily duties. Make “Customer-Focus” a Pre-Hire Priority. This organization-wide, customer-centric mindset should start before an employee is hired.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer Product Adoption roadmap. Building CSM team.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer Product Adoption roadmap. Building CSM team.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer Product Adoption roadmap. Building CSM team.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer Product Adoption roadmap. Building CSM team.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

As an Executive or Manager responsible for customer experience, you might be asking yourself “why should I adopt a Customer Success model?” Customer Growth & Expansion. Customer Satisfaction & Reference testimonial. Customer Product Adoption roadmap. Building CSM team.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Pointillist

MAY 23, 2018

This needs to be established in order for leaders to be open to understanding that the business metrics and scorecards typically used in these scenarios only tell part of the performance story. Cross-Channel Campaign Management and Marketing Automation are Not Customer Focused.

Customer Journeys 90

Customer Journeys Analytics How To Touchpoint 90

ChurnZero

DECEMBER 9, 2022

Gabby: I’m lucky, so Serent Capital is our private equity firm, and probably the reason why we gravitated together is because they are focused on the customer experience. We’re probably unique in that we look at all of it, and I would encourage you to look at all of it because they’re all metrics.

Customer Success 52

Customer Success NPS Metrics Roadmap 52