Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Customer Effort Score (CES) Customer Effort Score (CES) is a customer experience metric used to measure customer effort and customer satisfaction.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

JANUARY 27, 2025

Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn. The customer, already engaged and receptive, books the session, which results in them purchasing additional products.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Calabrio

MARCH 22, 2025

Modern workforce management encompasses critical tasks like contact center forecasting and scheduling , as well as the staffing, onboarding, training and development processes that are part of empowering, engaging, and retaining productive contact center employees. They may focus on one particular area or team within the operation.

Contact Center 130

Contact Center Management Strategy Call Center 130

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Effective design incorporates user insights, customer feedback, and an understanding of customer pain-points to create engaging, intuitive experiences that delight customers.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. Then, we’ll walk you through three steps to building a customer-centric roadmap. Examine Your Current Roadmap.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

Retently

MARCH 17, 2025

Understanding the Core Differences in CX Reporting The Core Structure of a CX Report Best Practices for Making Stakeholder Reports Valuable & Engaging Wrapping Up: The Power of CX Reports in Driving Business Growth Keeping customers happy isnt just about responding to tickets or processing refunds.

Report 90

Report How To Effort Score NPS 90

SurveySparrow

SEPTEMBER 4, 2020

We had recently hosted an Ask Me Anything event about creating product roadmaps which made us delve deeper into its importance. We found that you can utilize your roadmap to up your product strategy game, improve decision-making, and steer your business on the path to success! What is a product roadmap? Product roadmap process.

Roadmap 96

Roadmap Effort Score How To Metrics 96

Retently

OCTOBER 23, 2024

It’s no longer enough to just sell a product; stores must engage with their audience at every step of the buyer’s lifecycle to ensure an exceptional customer experience. While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way.

Ecommerce 110

Ecommerce Survey Retail NPS 110

InMoment XI

JUNE 5, 2024

It assesses vendor scores based on three pillars: current product offering, strategy, and market presence , with subcategories that make up each pillar. Natural language understanding/NLU – InMoment supports 8 emotions, 11 intents, and has an effort model. Let’s go over where we stand apart.

Analytics 195

Analytics Effort Score Social Media Innovation 195

Thematic

MARCH 30, 2025

When people feel their voice led to real change, they’re more likely to: engage more, stay longer, and become brand advocates. It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). Happy customers spend more.

Feedback 62

Feedback Roadmap Effort Score NPS 62

InMoment XI

OCTOBER 10, 2023

While these emotions are abstract, metrics like the Customer Satisfaction Score (CSAT ) or Net Promoter Score (NPS) can quantify them, giving businesses a clearer picture of their customers’ sentiments. They are the magnifying glass that reveals the finer details of how a business engages with its customers.

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

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. Employee Engagement: Employees are aligned with the goals of the organization. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

Experience Investigators by 360Connext

OCTOBER 17, 2023

However, many people with that understanding don’t invest the time, effort, or resources needed to actually take action on that understanding. Many leaders will nod along with this conversation, but they lack the true knowledge to put the right time, effort, or resources toward this understanding. WHY are we collecting feedback ?

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Comm100

FEBRUARY 7, 2018

Choosing a customer engagement software solution can be daunting. By keeping this list in sight during research — or using it to ask your vendor questions during a sales pitch — you will be able to avoid hidden drawbacks and make an informed decision about which customer engagement solution is right for your company.

Software 133

Software Customer Engagement Engagement Social Media 133

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. In fact, your NPS score is just the beginning. To effectively engage customers, you’ll need to go beyond just sending out an NPS survey. But NPS is far more useful than just a number on a page.

NPS 199

NPS Net Promoter Score How To Effort Score 199

GetFeedback

JULY 19, 2019

Many dealerships financially reward their employees for high survey scores rather than reward their employees for high survey completion rates. According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. Look at the content.

Data 262

Data How To Social Media Effort Score 262

Thematic

MARCH 30, 2025

A key best practice is to prioritize by assessing each item’s potential impact and the effort required to address it (feasibility). A useful tool for prioritization is the impact vs. effort matrix. Fill-Ins (Low Impact, Low Effort): These are minor tasks that can be addressed when time permits. 1-5) for impact and effort.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

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. Set clear start and endpoints for your data collection efforts. Also, their understanding and engagement in the company’s customer experience strategy is vital to its success.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

BirdEye

MARCH 6, 2025

But the real challenge was turning scattered efforts into a unified, results-driven strategy. By focusing on local listings, engaging with customers, and maintaining a consistent brand presence. Think of this as your roadmap to winning over potential customers. Do you know how? If your brand also feels invisible, keep reading.

Tips 85

Tips Tools Social Media Multi-Channel 85

Thematic

MARCH 30, 2025

For customer experience teams, KPIs like customer satisfaction score (CSAT) , net promoter score (NPS) , and customer effort score (CES) help quantify how well you’re meeting customer needs. Re-engage before they churn. When KPIs align with business goals, every insight becomes measurable progress.

Customer Insights 62

Customer Insights Data Analytics How To 62

Gainsight

APRIL 11, 2025

Ultimately, communities drive business objectives around engagement, retention, and revenue growth. Then, work on a realistic plan for creating new content, with a clear calendar for creating educational resources, discussions, live events, and gamification to encourage ongoing engagement. Be ambitious, but dont overdo it.

How To 59

How To Gamification Effort Score eBook 59

SurveySparrow

DECEMBER 29, 2023

To ensure your business consistently delivers an impressive CX, a well-structured plan, or a customer experience roadmap, is vital. What is the Customer Experience Roadmap? A customer experience roadmap is a strategic plan that outlines the steps a business will take to enhance its customer experience.

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

Retently

SEPTEMBER 3, 2024

PMF surveys guide our roadmap and help identify our Ideal Customer Profile (ICP), focusing our efforts on must-have features. To make sure that everyone finds our product easy to use, no matter when they start, we rely on CES (Customer Effort Score) Surveys. That’s where our NPS recurring survey comes in.

B2B 152

B2B NPS Effort Score Survey 152

Lumoa

JANUARY 23, 2018

Most companies collect feedback in some specific format, such as Net Promoter Score. Some companies use other metrics , such as Customer Effort Score or Customer Satisfaction. How to link the NPS improvement efforts to the financial benefit in practice? Actions also include engaging back to customers.

Analytics 285

Analytics NPS Financial Analysis 285

Retently

JANUARY 19, 2023

Starting a business and knowing that an audience is ready to buy your product considerably eases sales and marketing efforts. When one has found the right market, it can devote its efforts to expanding in that market and developing new products that will appeal to the same audience.

Measurement 157

Measurement Survey Marketing Effort Score 157

Thematic

FEBRUARY 24, 2025

Their lean research team uses AI-powered analytics to process thousands of net promoter score (NPS) survey responses, identifying real-time pain points. They redesigned their Merchant Menu Manager after detecting a drop in NPS scores due to frustrations with its usability. One example?

Strategy 62

Strategy Customer Experience Social Media Handbook 62

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. Use conversational surveys to engage customers in impactful dialogue. You can engage with your customers on a deeper level by creating an online community around your product or service.

Feedback 195

Feedback How To Social Media B2C 195

DCX

JANUARY 7, 2025

If your CX efforts are more about optics than outcomes, that’s a problem. Let’s dig in. Why is your CX strategy even a thing? To hit some quick KPIs? To look like you’re keeping up with competitors? To make internal politics easier? You'll walk away with clear priorities and next steps to strengthen your CX program.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Thematic

MARCH 20, 2025

Or spending months refining a service only to see your customer satisfaction scores plummet. For example, Vodafone leveraged Thematic to track Touchpoint Net Promoter Score (tNPS) in real-time, allowing teams to triage customer concerns before they escalated​ 6. These days, companies can’t afford to rely on assumptions.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

GetFeedback

FEBRUARY 15, 2019

It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. After customers respond, you can calculate your NPS score: the quantifiable measure of how your customers feel about you.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way. Some might cherry-pick respondents, while others could pressure customers into giving a good score.

NPS 52

NPS Net Promoter Score Strategy How To 52

Experience Investigators by 360Connext

AUGUST 22, 2023

It can feel like an uphill climb with too many paths to choose from— especially when you’re first starting your CX efforts. But it’s worth the effort! It takes just one or two customer experience advocates to gradually build understanding and excitement around your efforts. Have you seen a lift to your customer feedback scores?

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

GetFeedback

JUNE 3, 2019

Customer satisfaction questionnaires, also known as Customer Satisfaction Score (CSAT) surveys , keep your customers engaged with your brand, keep them feeling invested in their experience, and keeps them from churning away. But only if you use them correctly. Benefit 4: increase customer retention.

Customer Satisfaction 170

Customer Satisfaction Survey Trends Effort Score 170

Experience Investigators by 360Connext

SEPTEMBER 16, 2024

Customers have distinct preferences for how they interact with your organization, making it tricky to know the best places to focus your customer experience efforts. If you’re new to the topic, customer journey maps visualize the paths customers take to engage with your organization. The goal to “understand” is typically not enough.

Customer Journeys 162

Customer Journeys How To Multi-Channel Roadmap 162

Thematic

APRIL 1, 2025

For example, your objective might be “to improve our NPS (Net Promoter Score) by 10 points in the next year by addressing top customer pain points.” Clear objectives keep your efforts customer-centric and business-focused. A strong customer insights strategy clearly turns feedback into actions on your product roadmap.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62