InMoment XI

DECEMBER 30, 2021

For example: Q: What Metrics Can You Use to Determine Industry and Organizational Maturity? Are you measuring a customer experience—and is it satisfaction or NPS—or a metric that’s meaningful to the goal you’re trying to accomplish? Do you have an employee pulse metric by division, region, or queue?

Strategy 370

Strategy Touchpoint Metrics Customer Journeys 370

Lumoa

FEBRUARY 9, 2023

Why is NPS ® going up or down? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. 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

Experience Investigators by 360Connext

DECEMBER 10, 2024

Getting Real about CX Metrics When measuring the results of your CX actions, its easy for leaders to get into a cycle of measuring feedback metrics like Net Promoter Score (NPS), customer effort score, or customer satisfaction (CSAT) rate and reporting on those monthly. Showcase efficiency gains.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

eglobalis

SEPTEMBER 16, 2024

The C-suite must prioritize creating these teams by providing them with the right resources, tools, and governance structures. These teams should be empowered to make decisions and have the autonomy to implement quick solutions.

B2B 375

B2B Strategy Customer Experience Customer Journeys 375

SuiteCX

MARCH 31, 2015

CEM/CJM Governance is a process focused on managing the quality, consistency, usability, security, and availability of your overall CEM strategy as well as for the building blocks such as VOC/VOE/Journey Maps and CEM Dashboards. Governance in Customer Journey Mapping. Governance in Customer Journey Mapping March, 2015.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

ShepHyken

FEBRUARY 3, 2025

Are Your Cx Metrics Hurting Your Customer Experience? by Raj Sivasubramanian (MarTech) Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences. The question Im often asked is, Which metrics are best? Its not which is best.

Customer Service 74

Customer Service Loyalty Programs Government Metrics 74

Experience Investigators by 360Connext

JANUARY 12, 2021

An ongoing Voice of the Customer program translates customer sentiment into objective ratings and metrics, telling the story of what your customers want and need. If we measure customer sentiment, we can assign numbers and metrics to it. Those numbers can be reported, discussed, and acted upon. So why do so many VoC strategies fail?

Customer Journeys 241

Customer Journeys Net Promoter Score Metrics Effort Score 241

NICE inContact

JANUARY 31, 2019

Compliance – By definition, compliance ensures that organization are abiding by industry regulations and government legislation. If the Federal Government trusts it, so can you. . And because NPS is often mistakenly used interchangeably with Customer Satisfaction we will cover that there as well.

Contact Center 186

Contact Center Net Promoter Score Average Handle Time Effort Score 186

Think Customers

APRIL 10, 2025

Action Point: Present CX metrics alongside financial indicators to show the business case for improving customer experience. Step 4: Link CX Metrics with Business KPIs To ensure CX is seen as a strategic priority , integrate customer experience metrics into core business dashboards.

B2B 52

B2B Strategy Customer Journeys Net Promoter Score 52

InMoment XI

APRIL 3, 2023

NPS made sense. Every customer feedback data source should have a clearly defined purpose, owner, and governance (i.e., We call this “Above & Beyond,” and it’s become a key metric for account health, customer satisfaction, and employee performance. and Outside In. I started to understand customer experience.

Tips 195

Tips Touchpoint Customer Centricity NPS 195

Customer Bliss

JULY 5, 2016

She is most proud of her role in improving the health insurer’s NPS scores in the double digits over the past 12 months and helping the organization pivot from a B2B to a B2C company. She leads consumer strategy, culture and the governance of the consumer experience portfolio of initiatives. There aren’t perfect metrics.

Healthcare 0

Healthcare Customer Experience B2C Net Promoter Score 0

Lumoa

MARCH 20, 2018

Why is NPS ® going up or down? Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers. Wondering which metric to choose? Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company.

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

InMoment XI

JULY 12, 2023

Regularly collect and analyze customer feedback, measure key performance indicators (KPIs), and monitor customer satisfaction and loyalty metrics. You should also establish a strong data governance framework and train employees on data privacy best practices.

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). However, this ongoing argument about the “right” metric is misguided. Let’s delve into each of these most commonly used metrics.

NPS 68

NPS Net Promoter Score Effort Score Metrics 68

Experience Investigators by 360Connext

OCTOBER 13, 2020

Reactive CX: Metrics are Measured for Measurement’s Sake. Gathering customer feedback and objectively reviewing cold, hard facts in the form of metrics can be a job in itself. ” The power of these metrics, of course, is in the insights they provide. What does it mean when your NPS drops during a six-month period?

Customer Journeys 143

Customer Journeys Customer Experience Net Promoter Score How To 143

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 What’s wrong with NPS? Stop being basic: Use smarter metrics like customer effort or lifetime value.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

Experience Investigators by 360Connext

AUGUST 11, 2020

In government and health care, for example, trust can come down to plain language on a paper form you ask a customer to fill out to receive services. It is my dream that one day we have a metric on trust that is as commonplace as NPS. It is my dream that one day we have a metric on trust that is as commonplace as NPS.

How To 271

How To Brands Touchpoint Customers 271

Customer Bliss

JANUARY 25, 2019

Like many other leaders in this role, he began collecting VOC data, NPS reports, complementary data, and spent time talking to people in his department. Established an internal CX council and governance. Understand tracking metrics. How did Darin start? Develop a CX charter. impacted customer outcomes.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Governance tools and processes to coordinate centrally, along with the project management required to facilitate. Well, frankly, it’s easier to track metrics like “new sales.” The same report showed proactive service results in a full-point increase in Net Promoter Score (NPS) and other experience metrics.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

CX Journey

JUNE 28, 2016

Image courtesy of Christina Welsh Which metrics have you selected to track your customer experience improvement efforts? I've got a lot of questions about the metric(s) you've chosen to measure customer sentiment about the experience with your company and to track your progress toward improving that experience. And then: Why?

Effort Score 97

Effort Score Metrics NPS Measurement 97

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) An equivalent metric can be monitored for EX and PX: cycle time and value.

Metrics 62

Metrics Management Effort Score ROI 62

Horizon CX

OCTOBER 3, 2020

Governance. This can take many forms, but the most common one is the establishment of a governing body to lead the discussion as to how the organization must act and behave differently to be perceived by their customers as one that is completely focused on them. Metrics and Measurement.

Customer Journeys 130

Customer Journeys Net Promoter Score Effort Score Survey 130

BlueOcean

MAY 5, 2023

The right partner will be able to articulate their governance structure for creating personalized improvement plans, holding coaches accountable, and measuring for success. What metrics and KPIs are important to you as you measure the success of your customer care program? Or is it more complex like NPS or customer churn?

Customer Care 156

Customer Care Contact Center Comparison Culture 156

Pointillist

DECEMBER 10, 2019

By Steve Offsey CX leaders use a myriad of metrics like Net Promoter Score ® (NPS ® ), Customer Satisfaction and Customer Effort Score. Customer insights leaders increasingly recognize the importance of calculating a more customer-focused metric like CLV and infusing it throughout their businesses.

NPS 111

NPS Net Promoter Score Customer Journeys Effort Score 111

Gainsight

JULY 22, 2021

In this part two of our three P’s series on creating governance around your in-product user guide experiences, we lay out the processes you need to drive unbeatable in-product engagements. Product Feedback: This includes NPS, CES, Multi-Q, and Rating. Trackable Metrics. How do you build these processes? Relevant to Users.

Government 52

Government NPS Analytics Metrics 52

InteractionMetrics

APRIL 10, 2025

If youre itching to start gathering better data (and put it to work), learn more about Interaction Metrics. Mail-In / Postal Surveys: These are used less frequently nowadays, but they’re still valuable for reaching an older target population or those less connected digitally (like healthcare or government services).

Survey 40

Survey Customer Satisfaction Net Promoter Score Effort Score 40

TechSee

MAY 26, 2020

Essential services such as internet and utilities like water and electricity must be maintained and companies must work even harder to strike the right balance between ensuring customer satisfaction and adhering to government regulations that protect technicians and customers. Adapting field service metrics to remote support.

Travel 109

Travel Customer Centricity Metrics Customer Satisfaction 109

Experience Investigators by 360Connext

AUGUST 9, 2022

Take the Proactive Path: Whenever another survey, a new metric, or even an ongoing feedback program is rolling along, customer experience leaders need to ask one critical question: WHY? And leaders are disappointed when those CX metrics aren’t really changing or pointing to real progress. Why do we need these insights?

Customer Journeys 143

Customer Journeys Effort Score Net Promoter Score Metrics 143

Gainsight

AUGUST 15, 2021

In this part two of our three P’s series on creating governance around your in-product user guide experiences, we lay out the processes you need to drive unbeatable in-product engagements. Product Feedback: This includes NPS, CES, Multi-Q, and Rating. Trackable Metrics. How do you build these processes? Relevant to Users.

Government 52

Government NPS Analytics Metrics 52

BlueOcean

MAY 16, 2017

These metrics are important, but the other side of the ledger is the customer experience – and lifetime customer value. If there is one thing we’ve learned in 23 years in business, it’s that successful relationships are built on good governance. We understand there is a business model for low value transactional work.

Contact Center 136

Contact Center Call Center Government Culture 136

ChurnZero

DECEMBER 14, 2022

ClearGov, a budget and performance management software company serving local governments, outgrew its onboarding process after doubling its clients for two years running while also doubling its product offering. Onboarding Hero: ClearGov. Transforming onboarding processes into effective, value-based workflows.

Customer Success 98

Customer Success Meeting NPS Customer Satisfaction 98

Pointillist

JULY 25, 2018

Success Metrics for the Team. Ultimately, the biggest success metric for the Champion is to be able to show the Executive Sponsor and key Stakeholders that real business value has been gained through the use of customer journey analytics. Success Metrics for the Project. Success Metrics for the Business. Churn Rate.

Customer Journeys 93

Customer Journeys Analytics How To Government 93

ChurnZero

DECEMBER 19, 2024

The goal: to provide CSMs with clear metrics to evaluate and tailor strategies based on individual customer needs, ultimately driving better adoption and ROI. A custom dashboard for adoption scorecards , shared across NinjaCats leadership and CSM teams for a unified view of adoption metrics.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Totango

AUGUST 25, 2022

From a financial perspective, these are the baseline metrics that govern SaaS business success, with CAC reflecting marketing expenses and CLTV representing offsetting sales revenue. The key metric here is churn. Most common engagement metrics focus on the adoption phase of the customer journey. The same applies to CLTV.

Customer Engagement 103

Customer Engagement Engagement Tips Strategy 103

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. Why is NPS® Important? How Does Net Promoter Score (NPS®) Work? How to Calculate the Net Promoter Score (NPS®)?

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

Gainsight

OCTOBER 17, 2019

Historically, board meeting agendas were often limited to corporate governance, financial performance, and sales activity. The trick is to whittle your presentation down to the important metrics that impact growth and revenue. I highly suggest having a dialogue upfront with your board about the metrics you want to track.

Metrics 45

Metrics Meeting NPS Effort Score 45