Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 61

Roadmap Net Promoter Score NPS Feedback 61

DCX

DECEMBER 24, 2024

Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success—no fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Course 52

Course Social Media Roadmap Leadership 52

Gainsight

SEPTEMBER 20, 2019

As you complete the exercise above for each issue and product opportunity, thoroughly document your findings. Try not to get hung up on finding absolute measures for cost and value. As your team lays out the product roadmap for a period of time (quarter, cycle, sprint, etc.), How will we take the output to market? Not at all!

Roadmap 58

Roadmap Exercises Sales Marketing 58

DCX

JANUARY 7, 2025

Use it to: Cut through the noise and focus on what really matters to customers Link CX initiatives directly to business outcomes Get practical steps to increase leadership buy-in Turn customer feedback into actionable improvements Build a results-focused CX roadmap Take 30 minutes to complete this assessment. How do we measure success?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

Happy or Not

MARCH 28, 2022

Part two: Whe n , whe re and how to measure peak-end experiences. In this second part, we’ll discuss when, where, how and what to measure, so that you get meaningful insights to improve customer satisfaction. . Measuring customer satisfaction at the end experience is arguably most important. And what do you ask? .

Measurement 69

Measurement Customer Experience Customer Journeys How To 69

DCX

DECEMBER 3, 2024

The exercise itself fosters resilience because grappling with the impossible requires you to rethink long-standing assumptions. It’s an exercise in humility, creativity, and perseverance. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Customer Experience 52

Customer Experience Exercises Transportation Entertainment 52

DCX

DECEMBER 29, 2024

Sometimes, the biggest breakthroughs come not from adding more but from questioning the basics—how we measure success, connect with customers, and design experiences. For anyone looking to grow as a leader, a professional, or just as a human being, his philosophy offers a roadmap to clarity and purpose.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

DECEMBER 31, 2024

Build skills that lead to measurable outcomes—whether it’s nailing a presentation, impressing your team, or leveling up your career. It’s clearer, it’s focused, and it’s easier to measure. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

ROI 52

ROI Self Service Leadership Metrics 52

Help Scout

APRIL 27, 2021

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. If there’s no way to precisely measure customer happiness, how are companies supposed to know they are improving?

Effort Score 135

Effort Score Net Promoter Score Customer Satisfaction Social Media 135

ECXO

DECEMBER 26, 2023

Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale. Here is the link. The power of digital conversations by Paolo Fabrizio. Here is the book link.

Case Study 156

Case Study Customer Centricity Social Media Competitive Advantage 156

Kayako

FEBRUARY 13, 2019

While measuring churn is important, it is only a measurement of the effectiveness of your activity and engagement with your customer over time. Invest the time and energy into this exercise as it can change the game. It’s crucial to think outside the box with segmentation. Ignore Churn. You are reading this correctly.

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136

DCX

NOVEMBER 10, 2024

If you’re serious about getting everyone on the same page, this is your roadmap! Staffing adjustments and support on high-stress days could make a measurable impact on CX outcomes. 7-Day FREE Trial 365 Days of Accountability - Accountability Books, Journals, and Exercises I hope you find these programs useful.

Customer Journeys 52

Customer Journeys Customer Centricity Trends Innovation 52

DCX

JANUARY 28, 2025

Here’s how to bring your CX efforts in line with customer expectations: Update What You Measure: Don’t just track efficiency; add emotional metrics like trust and confidence to the mix. For example, instead of just tracking how quickly an issue is resolved, measure how supported the customer felt during the process.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

DCX

DECEMBER 1, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Fashion 52

Fashion Culture Trends Connections 52

ECXO

AUGUST 6, 2024

This integration is complex and can be disrupted by cognitive biases, mental fatigue, or emotional states, making future thinking feel like a strenuous mental exercise. Strategies for Enhancing Future Thinking 1. Set Clear Goals: Defining specific, measurable, and achievable goals provides a concrete framework for future planning.

Customer Experience 177

Customer Experience Culture Policies Innovation 177

DCX

JANUARY 5, 2025

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Customer Journeys 52

Customer Journeys Retail Tips Customer Centricity 52

DCX

NOVEMBER 26, 2024

Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Customer Service 52

Customer Service e-support Customer Centricity Sales 52

DCX

NOVEMBER 24, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Customer Centricity 52

Customer Centricity Leadership Retail Chatbots 52

DCX

DECEMBER 22, 2024

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Retail 52

Retail Self Service Tips Customer Centricity 52

DCX

FEBRUARY 2, 2025

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Touchpoint 52

Touchpoint Customer Centricity Loyalty Programs Roadmap 52

DCX

JANUARY 19, 2025

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. ” Why do you measure success the way you do? What assumptions are you working off of?

Travel 52

Travel Customer Centricity Culture Brands 52

DCX

JANUARY 12, 2025

Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for. No fluff, no filler—just proven tips to get everyone on the same page.

Virtual Agent 52

Virtual Agent Chatbots Retail Leadership 52

SuiteCX

NOVEMBER 3, 2015

Continue to look at other industries for best practices, bring in outside perspectives to be sure you aren’t overlooking something, and consider yourself a student of customer experience who is always learning and improving.

Customer Experience 100

Customer Experience Customer Journeys Self Service Multi-Channel 100

ChurnZero

SEPTEMBER 25, 2020

Make Customer Success Feedback Measurable. To regulate your customer feedback flow and better prioritize your roadmap, you first need to quantify feedback urgency (and the cost of delaying it). When you look at your entire roadmap from ideation to go-to-market, there are opportunities to involve Customer Success in every single step.

Customer Centricity 76

Customer Centricity Customer Success How To Roadmap 76

DCX

JANUARY 14, 2025

Download the Free Guide Packed with actionable strategies, this guide shows how aligning team goals with customer needs drives real, measurable success—no fluff, no filler—just proven tips to get everyone on the same page. If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

Customer Experience 52

Customer Experience Social Media Chatbots Customer Journeys 52

Totango

FEBRUARY 5, 2019

Establish a customer journey roadmap that creates realistic expectations and lets you know if progress has stalled. Measure and understand onboarding progress. Renewal is a not an end-of-chain customer management exercise; rather, it’s something you should be building toward in every customer engagement.

ROI 76

ROI Customer Success Strategy Effort Score 76

West Monroe

AUGUST 11, 2022

To better prevent attacks and mitigate the risks that arise when incidents inevitably occur, manufacturers must be able to identify potential threats and create a strategic roadmap that articulates key priorities and action items for the organization. Having standards, best practices, and architectures in place is only half the battle.

Exercises 52

Exercises Roadmap Leadership Technology 52

West Monroe

JANUARY 29, 2024

With the potential for increased control and adaptability, as well as robust security measures, PVNO positions itself as a solution for modern utilities looking to leverage existing infrastructure while maintaining autonomy over their network operations and data traffic.

Connections 52

Connections Roadmap Wireless Financial 52

North Highland

APRIL 3, 2019

Performance management is an ongoing exercise between a supervisor and an employee to ensure that the employee is equipped to and, is in fact helping, the organization meet its goals. Traditionally, this process has focused on the performance appraisal as a way of measuring the quality of work an employee produces. What got in the way?

Management 58

Management Culture Feedback Roadmap 58

Wootric CX Blog

SEPTEMBER 2, 2020

For example, make time for empathy exercises that help team members understand what it is like to be in the customer’s shoes. When planning campaigns, designing product roadmaps, or developing features for your customer, include user stories as told from your customers’ point of view. You can do this in several ways.

Net Promoter Score 59

Net Promoter Score Customer Centricity Effort Score Roadmap 59

Talkdesk

JANUARY 31, 2018

When Talkdesk puts together our long-term feature roadmap, we put a lot of thought into where contact center executives want to go in the future and build a product that will give them the tools they need to execute on their vision. The resulting response rate has increased by as much as 30%.

Contact Center 56

Contact Center Customer Experience Omni-Channel Call Recording 56

ChurnZero

SEPTEMBER 27, 2024

That’s especially true when it comes to aligning everyone on outcomes and gathering the data to track and measure them, which requires a set of outcomes based customer success best practices. Or is this exercise more effective if it applies to each product module your organization offers?

Customer Success 52

Customer Success How To Effort Score Roadmap 52

SurveySensum

MARCH 28, 2024

Creating a roadmap of your deadlines, setting realistic goals, and breaking them down into manageable tasks can make a world of difference. Efficient goal setting often aligns with the SMART criteria, ensuring tasks are Specific, Measurable, Achievable, Relevant, and Time-bound.

Strategy 52

Strategy Study Roadmap Exercises 52

ChurnZero

DECEMBER 21, 2023

In our webinar, Navigating post-sale chaos: Strategic customer success , Tim outlined a valuable exercise for identifying those customer needs quickly, and how to fulfil them in the “messy middle” of the customer journey when outcomes are created and relationships are built. Here’s the webinar in full. But we can’t do it all.

Sales 52

Sales Customer Success Tourism Roadmap 52

DCX

JULY 9, 2024

They implement an immediate, personalized cool-down video suggestion based on the specific exercises completed, significantly increasing user engagement and retention. Customer Effort Engineering Move beyond measuring customer effort to actively engineering experiences that reduce cognitive load at every touchpoint.

Strategy 52

Strategy Effort Score e-support Self Service 52

Gainsight

SEPTEMBER 13, 2019

Visibility into where you should be spending your time experimenting is a table stakes growth exercise and Gainsight PX gives me that visibility. That’s going to help your success team, that’s going to help your renewal rate, and that’s ultimately a success measure of your product. Q: What is the biggest myth about product growth?

Analytics 65

Analytics Sales Roadmap Exercises 65

DCX

JULY 2, 2024

Why It Matters for CX Putting Theory into Practice Finding the Right Balance Measuring Impact The Ethical Dimension Your Next Steps Ready? Quick Exercise: Sketch a rough progress bar for one of your key customer journeys. Start small, measure the results, and iterate. The Zeigarnik Effect: What's It All About? Let’s go!

Customer Journeys 52

Customer Journeys Touchpoint Loyalty Programs Exercises 52