InMoment XI

JANUARY 27, 2025

Take, for example, a large athletic retailer that implemented InMoments Conversational Intelligence solution to analyze 4.4 Measuring Success: Metrics that Matter Once youve implemented the right technologies and strategies, how can you tell if its working?

Call Center 195

Call Center Contact Center Effort Score Social Media 195

GetFeedback

FEBRUARY 17, 2020

Measuring NPS can show you who your most loyal customers are—and who’s about to walk out the door. But most importantly, when you measure NPS correctly, you get magical insight into what your customers want from you. But just measuring your NPS isn’t enough to get that growth rate boost. You need to take action on the results.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

Experience Investigators by 360Connext

JANUARY 5, 2022

You had clear goals and knew how to measure them. Measurable. You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. Contextual.

Resources 369

Resources Customer Journeys Video Customer Experience 369

ECXO

MARCH 21, 2023

Customer Experience Measurement: A successful customer experience requires continuous measurement and management. Effective measurement programs involve not only gathering and analysing data, but also implementing and monitoring changes based feedback and on the data. Truth be told, this is easier written than done but possible.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

InMoment XI

DECEMBER 7, 2023

Organizations must learn how to measure, manage, and act on customer experience KPIs and metrics so that they can deliver experiences that lead to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. NPS is a great place to start when you’re looking to measure customer experience.

Metrics 195

Metrics Net Promoter Score Measurement Customer Experience 195

InMoment XI

JULY 13, 2022

NPS is a metric designed to measure customer experience. For example, if half of the detractors respond with ‘processing time is far too long’, then you have something to work toward. Feed this data back into your product roadmap and to your sales team. What Is Net Promoter Score? Changing this can instantly boost results.

Net Promoter Score 368

Net Promoter Score Customer Retention Effort Score NPS 368

Retently

NOVEMBER 27, 2024

Measuring Success: Metrics to Monitor Conclusion Did you know that global ecommerce sales are expected to hit a jaw-dropping $8.1 For example, streamlining fulfillment processes ensures on-time deliveries, which builds trust and reduces negative feedback. It’s like a roadmap that shows where things are working – and where they’re not.

Ecommerce 148

Ecommerce Sales Strategy Tips 148

Customer Bliss

AUGUST 28, 2020

We knew exactly we’re going to do we were delivering against this roadmap, which I talked about, and all of a sudden our world went off the pass. . For example, in outpatient experience, that’s one of the largest business lines in the US. So for example, navigation of a VA Medical Center was very important.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

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. Measure the success of your upgrades.

Roadmap 104

Roadmap Customer Centricity How To Effort Score 104

Customer Bliss

SEPTEMBER 19, 2017

Customers liked the product, for example, but complained about onboarding into it or implementing it quickly in their orgs. There will probably be a lot of measurement this fall to set up the 2018 plan. Year 1: Internally, all departments had to understand what CX meant and how it connected to their work.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

CSM Magazine

JANUARY 20, 2025

When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements. For example, if you’re unsure whether a shorter or longer meta description will perform better, test both. For example, eco-friendly shampoo for oily hair suggests users seek a specific solution.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

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

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

C3Centricity

DECEMBER 31, 2018

It covers why we buy brands, the different elements of a brand, the three types of attributes you should be measuring for your brand. It then goes on to review brand personality and the main archetypes with some great examples. Five Ideas to Improve your Insight Development. We want things better, faster and sometimes cheaper as well.

Brands 293

Brands Strategy Customer Journeys Infographics 293

Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. How to measure Product-Market Fit There are many metrics you should consider as, in many cases, you will be measuring satisfaction and engagement levels. It requires thorough research, analysis, planning, and time. What is Product-Market Fit

Measurement 157

Measurement Survey Marketing Effort Score 157

delighted

NOVEMBER 3, 2022

If you want to create a great product that your customers will love (and continue to buy), you first need a great product roadmap. Haven’t built or managed a product roadmap before? What is a product roadmap? Why is a product roadmap important? A product roadmap is your plan of action for the future of your business.

Roadmap 89

Roadmap Effort Score Tips Survey 89

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Use real-life examples and case studies to illustrate the potential benefits of CX efforts. And that’s where it gets tricky.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Retently

MARCH 17, 2025

Ready-to-use examples for different reporting styles, whether youre all about the numbers, customer feedback, or a mix of both. Shout out to Eli Weiss , former Director of CX at Jones Road Beauty , whose example well actively use throughout this guide to showcase data visualization. Tracks customer pain points in real-time.

Report 90

Report How To Effort Score NPS 90

C3Centricity

JANUARY 13, 2021

It is also loaded with examples of how great insights can be turned into powerful ad campaigns that connect with customers and motivate them to buy. #4. A more in-depth look at brand image than most articles usually go into, it includes how to measure it and how to conduct an in-depth analysis of the data. But how do you do it?

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Kerry Bodine

DECEMBER 30, 2020

Consider this your high-level roadmap for developing journey maps and using them to drive action. Number 6: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. So, we folded those 10 steps into the five you’ll find in this post.

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

Totango

OCTOBER 30, 2024

To drive customer-led growth, organizations need to assign ownership for expansion, align tactics to value drivers, measure post-sales funnels precisely, streamline communication post-sale, and use automation to create more clarity for teams. But who is applying that same level of measurement to the post-sale funnel?

Roadmap 62

Roadmap Sales Measurement Tips 62

Kayako

OCTOBER 16, 2017

When everything from ‘average reply time’ to ‘number of swag packages sent’ is being measured, how does support benefit from establishing shared goals with their customer success colleagues? Example: increase percentage of users who reach “onboarded” stage. Example: increase net recurring revenue. Onboarding. Product feedback.

Customer Success 186

Customer Success NPS Roadmap Customer Satisfaction 186

Optimove

NOVEMBER 26, 2024

This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys. Phase 2 (Multi-Channel Expansion): Gradually integrate other channels once email touchpoints show measurable success. What Deliverables and Roadmap Should Marketers Expect? How AI is Transforming CDPs Download Now>> 1.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

InMoment XI

JANUARY 2, 2023

When you start your CX efforts, you need to consider how to measure it. How Do I Measure Customer Experience? NPS is such a valuable tool for measuring not just customer experience, but also customer loyalty , because it transcends single experiences. More purchases and renewals. More referrals and positive word of mouth.

Net Promoter Score 221

Net Promoter Score NPS Metrics Effort Score 221

InMoment XI

SEPTEMBER 3, 2024

By analyzing customer interactions, businesses can measure key performance indicators (KPIs) such as customer satisfaction, first contact resolution rates, and average handle time. Conversational Analytics Examples and Use Cases Conversational analytics is revolutionizing the way businesses understand and engage with customers.

Analytics 195

Analytics Data Social Media Average Handle Time 195

Russel Lolacher

JANUARY 16, 2023

Why the roadmap for racial healing is an emotional one, not intellectual. “Part of the way we’re measuring Diversity, Equity, and Inclusion outcomes is through intention and all that does is serve what I call the ‘language of whiteness.'” Connect with, and learn more about, Esther on her platforms: .

Roadmap 98

Roadmap Culture Policies Connections 98

BirdEye

APRIL 11, 2023

From strategic planning framework template examples to developing a strategic plan template, these are the blueprints that’ll help you build your business the right way. It’s also helpful in identifying the key metrics you need to measure to reach your objectives. Table of contents What is a business strategy?

Examples 98

Examples Strategy Analysis ROI 98

Uniphore

NOVEMBER 18, 2021

For example,? How AI Captures and Measures Emotion People convey their emotions not just in what they say but in how they say it. For example, a customer may tell a call center agent they’re happy with the service they just received, but emotion AI can analyze patterns in their speech to deduce that they are being sarcastic or lying.

Roadmap 162

Roadmap Call Center Customer Centricity Policies 162

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. For example, if your percentage of detractors is 20% and your percentage of promoters is 80% then your NPS score is 60. why should you care about measuring it? Seems crazy, right? The standard NPS question.

NPS 210

NPS Net Promoter Score Survey Measurement 210

GetFeedback

JANUARY 27, 2020

Let’s take an example. Next, decide on the KPIs—or key performance indicators—that you want to measure. That means it’s critical that you use quantifiable measurements, such as NPS, CSAT, and CES to provide hard metrics. . For example, if a customer contacts support through chat, use that same channel to ask for feedback.

How To 221

How To Customer Journeys Feedback Survey 221

Kerry Bodine

JANUARY 11, 2019

Number 7: Why You Need To Measure Journeys—Not Just Touchpoints. It’s the measurement and analysis of key customer journeys—not just individual touchpoints. The data I cite in this post will help you make the case for realigning your organization’s measurement strategy around journeys. What is journey analytics ?

Customer Journeys 192

Customer Journeys Customer Experience Touchpoint Analytics 192

Thematic

MARCH 20, 2025

Set measurable goals. Example: If your goal is to reduce support tickets, track customer complaints and resolution times to measure success. 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.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Lumoa

MARCH 31, 2021

For example, let’s say you’re looking through survey responses and see that you have a large drop-off point after the fifth question. Example of actionable insights Let’s go through some examples of actionable insights and non-actionable insights. Example 3 Insight: Your NPS score dropped by 5 points last month.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Retently

OCTOBER 23, 2024

While the buyer journey lays out the roadmap for customer success, surveys help identify the hidden bumps along the way. Typically, most brands focus on surveying just a couple of key touchpoints, like post-purchase NPS to measure customer loyalty, or post-helpdesk interaction CSAT to gauge service satisfaction.

Ecommerce 109

Ecommerce Survey Retail NPS 109

delighted

JUNE 29, 2021

For example, Uber and Lyft can fit the needs of people who want an easily accessible method of transportation on demand. An example of missed product/market fit. There are a couple of reasons why this is a perfect example of a missed product/market fit. How to measure product/market fit.

Measurement 95

Measurement Net Promoter Score Marketing How To 95

ijgolding

APRIL 19, 2017

The list does not even mention Tesco and Volkswagen – two more remarkably high profile and recent examples of businesses losing sight of the real reason why they exist. It is a guide, a roadmap, a set of boundaries by which the business will function. The overwhelming majority are most comfortable answering question number 4.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

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. To summarize, CSAT is a very good tool if you want to measure how a customer is satisfied with one-time interaction. Image by Retently.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268