Thematic

APRIL 17, 2019

You worked for IDEO and led user experience and customer insights at DoorDash and Cruise, two of the most successful YC companies. How to Use Insights To Drive Product Roadmap. Could you please share what leading the insights team encompassed? 3 Career Lessons From A Customer Insights Professional.

Roadmap 54

Roadmap Customer Insights Company User Experience 54

ClearAction

JULY 8, 2024

CX ROI Metrics Roadmap Lynn Hunsaker Your CX ROI metrics roadmap is a cause-and-effect sequence that multiplies growth. All customer experience metrics used today are lagging indicators of growth. You’re measuring what already happened with customers. A leading indicator shows what customers will soon experience.

Roadmap 48

Roadmap ROI Metrics Chief Customer Officer 48

Lumoa

AUGUST 23, 2021

New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention. However, customers say that most companies fall short when it comes to meeting their expectations.

Customer Experience 221

Customer Experience Social Media Video Customers 221

Thematic

FEBRUARY 24, 2025

That’s the power of customer experience insights—real-time feedback and data-driven analysis that help businesses understand what customers want, what frustrates them, and how to improve their journey. Companies that actively apply customer insights boost retention, loyalty, and competitive advantage.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

Calabrio

MARCH 22, 2025

Leverage an AI-driven tool like Calabrios Trending Topics to understand, out of all your customer issues, which are the most common. By boiling down the whole universe of topics into a manageable list, you can take action based on what matters most your customers. Lower CES scores indicate a smoother customer journey.

Contact Center 130

Contact Center Management Strategy Call Center 130

InMoment XI

APRIL 9, 2025

For instance, InMoments conversation intelligence software lets you drill down into each actors input in a customer-agent interaction. The agent-specific insights help call center managers to motivate top performers and identify agents who require additional training.

Trends 195

Trends Sales Analysis First Call Resolution 195

Gainsight

JANUARY 10, 2025

Heres how AI is transforming the field: Early Warning Systems: AI enables teams to predict churn months in advance, providing the time and insights needed to intervene effectively. It helps teams uncover deeper customer insights to predict churn months in advance and enable proactive, scalable customer engagement.

Trends 52

Trends Report Self Service B2B 52

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. Could you please share what leading the insights team encompassed? Arianna: At DoorDash, I was the Director of Insights where I led User Experience Research and Market Research. Alyona: Awesome. Alyona: Super interesting. Alyona: Cool.

Roadmap 63

Roadmap Analysis Data Company 63

SurveySensum

DECEMBER 22, 2022

And that’s why 82% of companies say that retaining a customer is less expensive than acquiring a new one. That’s why focusing on customer retention is important and a lucrative VOC program helps you achieve it. . Let’s deep dive into this and understand how you can use the VOC program to improve customer retention.

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

SurveySensum

AUGUST 21, 2023

However, the good news is that some have managed to double their revenue through effective customer retention strategies. In SaaS businesses, subscription deals are offered where customers pay either monthly or yearly to use their software. In such a scenario, retaining existing customers becomes even more challenging.

Customer Retention 52

Customer Retention B2B Strategy NPS 52

Retently

MARCH 17, 2025

Tracks how customer sentiment, retention, and support efficiency have evolved over time. Looks at macro-level insights beyond support tickets: Has the perception of our brand improved or declined? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year?

Report 90

Report How To Effort Score NPS 90

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. It's simple.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric.

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Lumoa

JANUARY 19, 2023

Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy. It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

Thematic

MARCH 30, 2025

They used a feedback analysis solution— Thematic —to unify and drill down into customer comments, helping them find exactly where a problem originates and what needs to be fixed. In doing so, Atlassian was able to derive actionable customer insights faster and more accurately.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

ClearAction

MARCH 21, 2017

Research of 10,000 companies across 25 years proved that a strong customer culture drives over 35 business performance measures , including ROI, growth, customer retention, market share and sales. When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

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. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. It's simple.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

Retently

MARCH 18, 2024

Service survey questions effectively uncover customer expectations, allowing businesses to assess whether they are successfully meeting these benchmarks. Moreover, engaging customers directly for their feedback confirms that their input is valued, which can lead to improved loyalty and higher customer retention rates.

Survey 120

Survey Customer Service Strategy Effort Score 120

SurveySparrow

JUNE 20, 2023

Identify the key metrics that align with your business objectives and customer experience strategy. Moreover, these could include customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, or response times.

Customer Journeys 52

Customer Journeys Net Promoter Score Customer Experience Social Media 52

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” When choosing your platform, think beyond your customer success team.

Customer Success 52

Customer Success Competitive Advantage Roadmap Customer Voice 52

Thematic

MAY 19, 2022

Explaining spikes and drops in essential metrics are their bread and butter, as is helping product teams leverage data for deep customer insights. They empower the entire company to access user insights for product and customer experiences. implement is a Voice of the Customer (VOC) program for the product team.

Analysis 71

Analysis Net Promoter Score Feedback Self Service 71

Retently

MAY 2, 2023

Again, following up with open-ended questions will give additional insights to be implemented in the development process. Example of CES survey These surveys provide immediate actionable feedback every SaaS company needs to boost retention and inform their product roadmap.

Customer Journeys 134

Customer Journeys Survey Effort Score NPS 134

ChurnZero

JANUARY 17, 2020

On Uncovering Deep Customer Insights . It’s easy to just collect as much data as possible on your customers, and while this may seem like a strong approach, it shouldn’t be the end goal. This could mean that your customer isn’t realizing the full value of your product. . Request a demo here. .

Tips 72

Tips Metrics Customer Success Effort Score 72

ClearAction

AUGUST 6, 2019

They’re using customer journey insights to help the whole company align with customers, as described in my last article, Marketing’s Role in Employee & Customer Experience Journeys. Generating & Using Customer Insights. Analyzing Customer Insights. Customer-Aligned Branding.

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SurveySparrow

JULY 31, 2023

Let’s explore how it drives positive outcomes: Customer Satisfaction : By listening to your customers, addressing their concerns, and incorporating their feedback into your products and services, you boost customer satisfaction. It has a structured process. Let’s take a look at that first.

Voice of Customer 52

Voice of Customer Customer Success Net Promoter Score Effort Score 52

Thematic

SEPTEMBER 19, 2024

The most popular channels are: Surveys Customer interviews Social media Online reviews Focus groups Customer support interactions The goal of collecting VoC is to capture customers’ requirements and to use these valuable insights to serve your customers better. According to this recent study , 61.2%

Voice of Customer 62

Voice of Customer Tools Social Media Analysis 62

SurveySparrow

JULY 31, 2023

SurveySparrow’s customer feedback platform empowers businesses to collect, analyze, and act on customer insights seamlessly. With intuitive survey creation, advanced analytics, and real-time reporting, the tool enables you to unlock the full potential of voice of the customer analytics. You know what?

Analytics 52

Analytics Social Media CEM Effort Score 52

Thematic

APRIL 3, 2024

By systematically collecting and analyzing this rich data, you gain insights that drive meaningful improvements across the customer journey. Enhanced Customer Experiences: Understanding customer expectations at every touchpoint allows you to design seamless, enjoyable experiences that increase brand loyalty.

Ecommerce 62

Ecommerce Analysis Social Media Effort Score 62

SurveySensum

AUGUST 3, 2023

24×7 omnichannel customer support Close the feedback loop Bird’s eye view dashboard Fast reporting system Cons A few integration apps are missing (but in the roadmap) Pricing: Pay for the number of responses you want and use all the essential features in a free version.

B2B 52

B2B Software Feedback NPS 52

Thematic

MARCH 29, 2020

These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. Customer in the room. For any product roadmap meetings, make sure customers are in the room. Sure, you won’t be able to have the actual customers be present.

Feedback 111

Feedback How To Analysis e-support 111

SurveySensum

DECEMBER 4, 2023

Clear action plans provide a roadmap for improvement, assigning ownership ensures accountability and effective communication keeps stakeholders informed and engaged. Strategy 6: Communicate the Actions Taken to the Customers How will the customers know if you are even listening to their feedback?

Feedback 52

Feedback Strategy Net Promoter Score Social Media 52

Customer Alignment

OCTOBER 2, 2017

Armed with an intrinsic belief in the business value of Customer Experience excellence, they’re putting the funding, processes, and strategy in place to overcome these hurdles. As a result, these leading-edge companies perform substantially better across the whole range of business measures, from profitability to customer retention rate.”

Customer Experience 40

Customer Experience Customer Centricity Customer Journeys Voice of Customer 40

CCO Council

NOVEMBER 2, 2017

I've created a comprehensive digital assessment that benchmarks against the world's leading companies in six critical dimensions and gives you a prioritized roadmap going forward. Next question: Would it be valuable to have a discussion about where you need to go next in your digital transformation?

Customer Engagement 45

Customer Engagement Chief Customer Officer Engagement ROI 45

DCX

JULY 30, 2024

You've likely faced blank stares or resistance when trying to explain why the legal team should care about customer experience or how finance plays a role in customer satisfaction. This guide is your roadmap to winning hearts and minds across your organization. It's time to change that narrative.

Customer Centricity 52

Customer Centricity Customer Journeys Case Study Customer Satisfaction 52

SurveySensum

JULY 14, 2020

Jay Nathan – Founder of Customer Imperative and Gain Grow Retain. With over a decade of experience in customer success and customer service, Jay Nathan has developed customer retention and growth methodology for building, managing, and scaling tech companies serving businesses of all sizes. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Retently

FEBRUARY 9, 2024

Effective customer feedback surveys require setting clear objectives, choosing suitable question types (e.g., To gather actionable customer insights, surveys should cover key areas such as product/service satisfaction, customer support experience, pricing perception, and brand loyalty and further be analyzed to drive improvement.

Feedback 93

Feedback Net Promoter Score Effort Score Customer Satisfaction 93