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

CustomerSuccessBox

AUGUST 31, 2021

Conversations with your customers and feedback are crucial elements for the success of your product. You need a continuous process of getting feedback from users to guide your product roadmap. So, when an issue comes up multiple times, you know it’s bothering a large part of your customer base. Final Thoughts.

Customer Focused 59

Customer Focused Engagement Net Promoter Score Customer Success 59

Thematic

MARCH 30, 2025

Common measures include customer satisfaction (via follow-up CSAT surveys), Net Promoter Score (NPS) , customer retention/churn rates, support ticket volume, or usage analytics for a product feature. For instance, if your NPS was 25 and after a series of improvements, it's 35, that's a clear win to report.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Intermediate/Operations focused. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

Top Takeaways: Customers don’t mind staying on the phone longer if it means getting their problem solved on the first interaction. There are three levels where a company may be at in their roadmap to customer optimization. Intermediate/Operations focused. Does giving back increase customer loyalty?

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

Help Scout

APRIL 27, 2021

The lifetime value of someone emotionally engaged with your brand is more than twice that of a highly satisfied customer. Happy customers buy more from your company. They are usually willing to inform your product roadmap by giving you useful insights into how they use or what they want to see in your product. Social media.

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 114

B2B Customer Experience B2C Net Promoter Score 114

DCX

JANUARY 28, 2025

. 👇 Below, you’ll find a simple, practical process and 25 GenAI prompts designed to help you spot the gaps, fix what’s not working, and create experiences your customers will love. Keep reading to get the support you need to drive real, customer-focused change!👇 —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

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. Gathering and measuring customer feedback data starts by deciding what customer experience metric works best for your business goals.

Strategy 63

Strategy Net Promoter Score Customer Experience Effort Score 63

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. Customer surveys are useful to keep a pulse on things, to get continuous feedback as you are improving your product, or to quickly get feedback on a specific aspect of your product.

Feedback 111

Feedback How To Analysis e-support 111

Innovative CX

AUGUST 10, 2021

So perhaps measuring performance is a good place to start allowing us to focus on better customer and employee experiences? There’s plenty of content in the CX world about NPS, CXi, CSAT, CES, Loyalty, Retention, etc. Is there a relationship between a decline in NPS and your customer retention percentage? ·

Connections 59

Connections Customer Experience Average Handle Time Contact Center 59

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. 2 Measuring customer experience?

Measurement 72

Measurement Customer Experience Effort Score First Call Resolution 72

ChurnZero

DECEMBER 9, 2022

They have a core philosophy that you cannot have a successful high-growth software company if your core metrics around Customer Success are not strong, including NPS. They’re all ex-McKinsey people, so they firmly believe in NPS. They give us NPS goals. We dig deep into the NPS. We have four board meetings a year.

Customer Success 52

Customer Success NPS Metrics Roadmap 52

Retently

FEBRUARY 9, 2024

A ready-made customer satisfaction survey template designed specifically for this purpose can streamline the process and ensure that relevant queries covering all aspects of your offering are being asked. Another way to measure product or service quality is by asking about the likelihood of recommending it to others via NPS surveys.

Feedback 92

Feedback Net Promoter Score Effort Score Customer Satisfaction 92

Amity

JANUARY 9, 2019

If CS is not part of the organizational DNA then the business as a whole isn’t necessarily driving towards making customers successful. Departments will (at times) tend to work towards their own goals and agendas and it may not always mean it has a customer focus. For example, not all leads are valuable.

Customer Success 81

Customer Success Customer Journeys Leadership Culture 81

delighted

APRIL 7, 2020

Focus instead on how your customers answer your open-ended survey questions. In short, if you don’t have a customer-focused reason to reach out or the capacity to act on that feedback, leave it be. Ensure your priorities are aligned with customer needs. Proactively improve your customer experience. The result?

Customer Retention 52

Customer Retention Customer Experience How To Guidelines 52

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Amity

MARCH 19, 2014

Only leadership purposefully setting the tone of its Customer Success culture can engrain this into the fabric of every thought, decision and action. The essence of a customer focused rock star, much like the sales discipline, is very much part of a person’s DNA. Customer and CSM Onboarding. Building CSM team.

Customer Success 54

Customer Success Leadership Metrics Customer Satisfaction 54

ClearAction

AUGUST 6, 2019

Hootsuite’s Vice President of Customers, Kirsty Traill, recently presented 1 how her team’s holistic approach is reaping transformational value, starting with increasing Marketing impact. Customer-Focused Mindset. Their work is guided by unified customer profiles, at aggregate and individual customer levels.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

delighted

APRIL 7, 2020

Focus instead on how your customers answer your open-ended survey questions. In short, if you don’t have a customer-focused reason to reach out or the capacity to act on that feedback, leave it be. Ensure your priorities are aligned with customer needs. Proactively improve your customer experience. The result?

Customer Retention 43

Customer Retention Customer Experience How To Guidelines 43

delighted

JANUARY 14, 2020

Running a successful NPS program is more than simply asking your customers for feedback. But an often undervalued aspect of doing NPS well is rigorously following up, also known as closing the loop , with detractors. The goal of any customer-focused company is to deliver a perfect experience to every customer, every time.

NPS 40

NPS Net Promoter Score Effort Score Feedback 40

Amity

JULY 18, 2016

Only leadership purposefully setting the tone of its Customer Success culture can engrain this into the fabric of every thought, decision, and action. The essence of a customer-focused rockstar, much like the Sales discipline, is very much part of a person’s DNA. Customer and CSM Onboarding. Customer Usage Index.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

Only leadership purposefully setting the tone of its Customer Success culture can engrain this into the fabric of every thought, decision, and action. The essence of a customer-focused rockstar, much like the Sales discipline, is very much part of a person’s DNA. Customer and CSM Onboarding. Customer Usage Index.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

Only leadership purposefully setting the tone of its Customer Success culture can engrain this into the fabric of every thought, decision, and action. The essence of a customer-focused rockstar, much like the Sales discipline, is very much part of a person’s DNA. Customer and CSM Onboarding. Customer Usage Index.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

Only leadership purposefully setting the tone of its Customer Success culture can engrain this into the fabric of every thought, decision, and action. The essence of a customer-focused rockstar, much like the Sales discipline, is very much part of a person’s DNA. Customer and CSM Onboarding. Customer Usage Index.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Amity

JULY 18, 2016

Only leadership purposefully setting the tone of its Customer Success culture can engrain this into the fabric of every thought, decision, and action. The essence of a customer-focused rockstar, much like the Sales discipline, is very much part of a person’s DNA. Customer and CSM Onboarding. Customer Usage Index.

Customer Success 48

Customer Success e-support Leadership Metrics 48

Wootric CX Blog

DECEMBER 9, 2020

A culture of continuous small improvements was already in play at the bank thanks to the global trend of becoming more customer-focused and the fact that banking is built on relationship building. . With so many programs and roles touching the customer, Jorge’s CX team needed to explain the focus of this program.

Banking 52

Banking How To Effort Score Culture 52

SurveySensum

FEBRUARY 20, 2024

And the best way to understand your customers is by gathering feedback straight from them. Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

And the best way to understand your customers is by gathering feedback straight from them. Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SmartKarrot

OCTOBER 7, 2020

They can include churn rate, retention rate, Net promoter score (NPS), Annual recurring revenue, Net revenue retention, etc. 5 Create a Roadmap for Customer’s Success. When your customers are onboarded, they are usually not clear about what lies ahead. This takes more time than any tangible steps.

Customer Success 10

Customer Success How To Roadmap Net Promoter Score 10

SmartKarrot

MAY 27, 2020

Other than products and services, customer experience is the prime factor that will set you and your company apart from your competitors. Today, the customer holds the card and not the seller. Like any other technological solution, the customer success software would need to be developed prudently.

Software 10

Software Omni-Channel Customer Success Tips 10

SmartKarrot

OCTOBER 29, 2021

A CCO is aware that customer success is a complex field that requires a proper understanding of customer sentiments and business growth. Each and every sector of the organization, like the product, marketing, sales, and finance, needs to be focused on the customer journey.

Chief Customer Officer 10

Chief Customer Officer Customer Success Customer Centricity Net Promoter Score 10

Thematic

JUNE 17, 2024

Whether you're a seasoned CX professional or just starting your journey, this article will distill the experts' wisdom into seven key takeaways, offering a roadmap to transform your VOC program from a cost center into a powerful engine for growth. We're here to improve the business the tangible business value."

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62