Kerry Bodine

AUGUST 14, 2020

On Wednesday I presented a webinar with the Toronto Customer Experience Professionals Association. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Would you use or start with data/feedback/research from customer when designing the journey? Design The Journey. Absolutely.

Customer Journeys 207

Customer Journeys Management Touchpoint Telecommunications 207

InMoment XI

JANUARY 27, 2025

The Current State of Customer Calls: Costs and Missed Opportunities When each call has an associated cost, its easy to land on North Star metrics like call volume and average handle time. These tools unlock unstructured data, detecting feedback themes and anomalies.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

InMoment XI

OCTOBER 23, 2024

Offer regular digital literacy classes or webinars to help customers become familiar with banking apps, online transactions, and cybersecurity practices. Moreover, these initiatives can also help encourage feedback to accomplish your customer experience management goals. Provide digital literacy resources to educate customers.

Banking 195

Banking Customer Experience Effort Score Financial 195

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. But it’s not easy—a CX metric score alone can’t create transformation. CX metrics aren’t one-size-fits-all. CX metrics aren’t one-size-fits-all. How are the metrics of field services, retail, call-center, first-contact resolution, etc.

Metrics 195

Metrics NPS Infographics Effort Score 195

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 195

Metrics Net Promoter Score Customer Service Effort Score 195

InMoment XI

NOVEMBER 7, 2024

Product Teams With customer experience automation, product teams can collect customer feedback , analyze customer usage patterns, and identify pain points in real time. These touchpoints could include onboarding, feedback requests, or follow-ups. This reduces response times and allows support teams to focus on complex issues.

Customer Experience 195

Customer Experience Customer Journeys CRM e-support 195

ECXO

JUNE 23, 2024

It also provides invaluable insights into customer behavior and feedback, which can inform product development, marketing strategies, and overall business decisions. This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Kayako

JULY 27, 2017

And there’s so many metrics you can track ! Some of the best metrics can help you to analyze the health of your team and their relationship with your customers. You can use these metrics to be a hero and champion to your cause for other teams. 5 Metrics that shape your SaaS customer support model. Every week?

Metrics 200

Metrics Company Net Promoter Score NPS 200

InMoment XI

NOVEMBER 26, 2024

The map helps the company tailor content to each stage, such as blog posts and webinars for the awareness stage, product comparisons during the consideration stage, and free trials or demos for the decision stage. These metrics can help you drive transformative action within your organization.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Thematic

SEPTEMBER 12, 2021

If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer feedback surveys, social media conversations, call center dialogue, etc., In other words, if you want to be able to quantify and track what’s driving your CX scores, you need feedback analytics.

Metrics 117

Metrics Analytics Feedback Effort Score 117

QuestionPro Audience

AUGUST 28, 2017

If you missed our Part 2 Webinar – Customer Journey Mapping and Best Practices , we’ve got you covered. Watch the full presentation: Check it out on SlideShare: [Webinar Recap] – Customer Journey Mapping and Best Practices. For the identified moments of truths, make sure you have the correct metrics in.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

CloudCherry

MARCH 14, 2019

On October 12th, we co-hosted a webinar with the CX Network where customer experience legend Bruce Temkin shared his insights on turning customer feedback into actions. Temkin reports that 60% of VoC programs are soliciting feedback, but only 24% of VoC programs say they are good at making changes to the business based on insights.

Customer Insights 150

Customer Insights Analytics Airlines Feedback 150

InMoment XI

NOVEMBER 2, 2022

InMoment recently held a webinar with representatives from Forrester, an independent market research firm, to give you the answers you need about CX ROI. By bringing audit and guest feedback data together, InMoment’s prescriptive analytics automatically generated two improvement priorities for each location.

ROI 370

ROI Return on Investment Airlines Call Center 370

NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? Find the right balance for your customers to deliver helpful feedback. The best way to encourage quality customer feedback is to make it obvious that you are listening and then doing something about what you hear.

Feedback 138

Feedback Contact Center Tips Survey 138

InMoment XI

JULY 4, 2022

Integrating this data against your CX metrics is essential to the success of your business. For more in depth information on these four steps to building an ROI focused customer experience program, watch the full webinar here ! Along with that, it will also store financial and operational data from within your business.

ROI 370

ROI Return on Investment Social Media Survey 370

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. These are the leaders who understand that customer feedback is the top driver of successful customer experience strategies. Structured feedback.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

GetFeedback

NOVEMBER 25, 2019

So, as you’re monitoring your CSAT score, you should also be collecting feedback, acting on it, and implementing other strategies that will actually improve the experience; this will ultimately lead to a better CSAT score and other desirable business outcomes. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

Analytics 195

Analytics How To Analysis Feedback 195

Lumoa

MARCH 6, 2023

Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Garen Di Bernardo, Product Marketing Manager for Lumoa- a feedback analytics platform- provided some valuable tips on how to read customer conversations in an insightful webinar.

How To 195

How To Analysis Feedback Innovation 195

ECXO

JULY 22, 2024

Regular Webinars: Offering webinars and Q&A sessions to address common queries and provide deeper insights. Feedback Loops: Implementing systems for users to share their experiences and suggestions. Increasing Annual Recurring Revenue (ARR) For subscription-based B2B companies, ARR is a critical metric.

B2B 207

B2B Customer Experience Self Service e-support 207

Kayako

MARCH 9, 2017

This will assist you in giving thorough feedback to customers who are asking for new features, or when querying if a feature isn’t working. Train customers through webinars. Hosting webinars or public speaking on behalf of your company is a great way to develop your career. I took on a six-month support chat metrics project.

Self Service 206

Self Service Customer Service Roadmap Customers 206

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

Kerry Bodine

JUNE 5, 2019

Two weeks ago, I delivered a webinar called “The Path To Journey Management” in partnership with Intouch Insight , a CX management solutions provider. So many, in fact, that I didn’t have time to answer them all on the webinar itself. Customer feedback will tell you what customers think and feel. Journeys & Journey Maps.

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

InMoment XI

APRIL 23, 2024

The qualitative feedback contains the why and the how. Drive Smarter Actions with: Automation of Repetitive Tasks Smartest Actions aim to free up employees from repetitive tasks by automating routine processes such as responding to feedback and data analysis. A feedback type that’s grown in the last few years is social media.

Social Media 195

Social Media Analysis Feedback Loyalty 195

Alida

SEPTEMBER 20, 2018

In a recent webinar , Annette shared a step-by-step process to creating a CX strategy that’s rooted in customer understanding. We received many questions from the webinar—some of which we didn’t get to. I mentioned in the webinar that the customer feedback and data, as well as the customer personas , feed into the journey maps.

Customer Journeys 200

Customer Journeys B2C Feedback Survey 200

CX Journey

MARCH 17, 2015

In November 2014, I participated in the Hooked On Customers Summit , a webinar series hosted by Bob Thompson of CustomerThink. I joined Bob, along with Jeanne Bliss, in the first webinar to discuss Creating Actionable Insight from a Customer Listening Engine. customer experience metrics voc voice of customer'

Metrics 80

Metrics Chief Customer Officer Effort Score Voice of Customer 80

ClientSuccess

DECEMBER 21, 2021

However, when it comes to knowing which metrics to track, not all customer success leaders are on the same page. There are widespread metrics like NPS and sentiment and high-level numbers like churn rate and retention rate. Product adoption: this metric tracks how many users at a specific customer are using the product or service.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

Alida

SEPTEMBER 10, 2018

In a recent webinar on customer experience , we had the honor of hosting Annette Franz , founder and CEO of CX Journey Inc, for an in-depth talk about the why and the how of customer journey mapping. During the webinar, Franz discussed eleven mistakes that companies make when mapping the customer journey.

Customer Journeys 203

Customer Journeys Touchpoint Customers Interaction 203

ECXO

MAY 25, 2023

link] By becoming a member, you’ll have access to all our actual and previous digital events and articles, including this webinar, and you can also follow us on LinkedIn for updates: [link] During this webinar, you’ll have the opportunity to learn a variety of valuable skills and techniques, including: 1.

Culture 156

Culture Customer Centricity Metrics Financial 156

Lumoa

DECEMBER 17, 2022

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Lumoa’s biggest features for 2022 Another year down! Crazy how time flies.

Competitive Advantage 195

Competitive Advantage Feedback Comparison Survey 195

Lumoa

JANUARY 17, 2023

And Lumoa has been flying by as well, with over 1000+ tickets released this year aimed at improving how Lumoa works – based on your feedback! We also have a webinar hosted by our very own Cool Garen where he goes over these features in detail! Lumoa’s biggest features for 2022 Another year down! Crazy how time flies.

Competitive Advantage 195

Competitive Advantage Feedback Comparison Survey 195

InMoment XI

JULY 20, 2023

We are all inundated by articles and webinars that start with “How to Use ChatGPT to…” I have also had way too many conversations with my Gen-Z son and millennial colleagues about how they use the tool to make everyday tasks go by more quickly. It seems like the internet is full of ChatGPT “hacks” these days.

Survey 284

Survey Customer Experience Customers Data 284

SurveySparrow

FEBRUARY 14, 2022

In our recently concluded virtual HR summit, Refine EX, Anisa Aven, the CEO of Turnkey Coaching & Solutions , perfectly started her webinar with this line. Anisa has been one of the prime advocates of people analytics for close to 2 decades, and we knew we were on a knowledge ride in this webinar.

Analytics 98

Analytics Metrics Examples Survey 98

Gainsight

MARCH 9, 2022

In the world of Customer Success, metrics often tell the story. Whether it’s Lifetime Value (LTV), customer acquisition cost (CAC), or the champion of them all, net revenue retention (NRR), companies rely on metrics to tell them how effectively they are serving their customers, and by extension, how well their businesses are doing.

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

Kayako

MAY 26, 2016

Plan and schedule an open webinar that demonstrates your features and focuses on the ultimate value of your product. These webinars also offer an opportunity to show new users how other users are being successful with your product, and can also head off a lot of simple questions that may otherwise overwhelm your support team.

Customers 200

Customers Customer Success Training Metrics 200

Thematic

MARCH 29, 2020

How insights and analytics professionals can turn overwhelming volumes of customer feedback into a continuous product feedback loop. Whether your product is a vacuum cleaner, a mobile app, or a SaaS solution, product feedback should drive decision-making. I spent the last 5 years building Thematic , a customer feedback solution.

Feedback 111

Feedback How To Analysis e-support 111