eglobalis

OCTOBER 1, 2024

Establish a Cross-Functional Leadership Team Start by creating a cross-functional leadership team that promotes collaboration across departments. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

Customer Journeys 450

Customer Journeys Culture Leadership Effort Score 450

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Analyse your leadership regarding each team and employee journey, and ask yourself, “what is your role in their experience, participation, engagement and results?”

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

AskNicely

FEBRUARY 21, 2018

Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. The GDPR and AskNicely.

NPS 150

NPS Feedback Net Promoter Score Case Study 150

Customer Bliss

MAY 4, 2017

In this role, she leads the efforts on building out the customer experience (CX) strategy, the roadmap for driving CX improvements in all six CX disciplines and she is responsible for the centralized CX programs such as the Net Promoter Score customer listening program and the journey mapping center of excellence. Do you agree?

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

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. Why is NPS ® going up or down? Purposeful Leadership: Leaders operate consistently with a clear set of values. ” – Shep Hyken.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

MARCH 17, 2025

Perfect for CX managers, operations, and leadership teams who need strategic insights to optimize operations and refine policies. Key Metrics to Include: CSAT/NPS Trends : Did customer satisfaction shift? customer sentiment via NPS, CSAT, CES) How has our customer retention rate changed year-over-year? The result?

Report 90

Report How To Effort Score NPS 90

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. The result is a clear roadmap to improvement for your company.

NPS 52

NPS Net Promoter Score Strategy How To 52

Lumoa

JANUARY 23, 2018

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? So, there is a problem.

Analytics 285

Analytics NPS Financial Analysis 285

InMoment XI

OCTOBER 7, 2024

Use Case: “As a CX Manager, I want to quickly explain things to my ELT viewer, such as why there is a dip in this line graph or why the NPS changed from last month to this month.” InMoment has shared its press and release notes, highlighting its technological advancements and industry leadership. Strongest Signals 5.

Competitive Advantage 243

Competitive Advantage Innovation Comparison Roadmap 243

Customer Bliss

AUGUST 3, 2018

Additionally, we chat about what we look forward to seeing in the future of CX and how this should affect your company’s growth and leadership. . In this conversation, Rob also addresses the importance of leadership believing that earning the loyalty of customers and employees is central to the strategy of the business.

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. 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. He put together a one-page roadmap and brought it to the senior leadership team.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

Thematic

MARCH 30, 2025

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). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

Thematic

MARCH 20, 2025

Who needs access to insights—product teams, marketing, customer service, leadership? Define KPIs such as NPS, customer retention, support ticket resolution time, or revenue impact. Track NPS, CSAT, churn rate, and engagement metrics to gauge success. Identify key decision-makers. Set measurable goals.

Customer Insights 62

Customer Insights Net Promoter Score Analysis Effort Score 62

Calabrio

MARCH 22, 2025

Supervisors also provide a connection between organizational leadership and frontline agents, ensuring that high-level goals translate into action. These clearly defined objectives provide a roadmap for your team, ensuring everyone understands what success looks like and how to achieve it.

Contact Center 130

Contact Center Management Strategy Call Center 130

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. Why is NPS ® going up or down? Purposeful Leadership: Leaders operate consistently with a clear set of values. What metrics should you follow?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

GetFeedback

JANUARY 27, 2020

Buy-in: When one or more of the above criteria are not met, leadership may not see an incentive to invest in a VOC program. Remember that leadership buy-in depends on being able to demonstrate the value of changes implemented based on VoC insights. Next, decide on the KPIs—or key performance indicators—that you want to measure.

How To 221

How To Customer Journeys Feedback Survey 221

Gainsight

APRIL 26, 2019

In the “final frontier” there isn’t a roadmap to follow. You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. Measures NPS and retention solely. We’ll be talking a lot about customer success leadership at Pulse 2019.

Leadership 79

Leadership Customer Success Roadmap Conference 79

DCX

JANUARY 7, 2025

And let me ask you this: has a customer ever thanked you for your NPS dashboard? Is Leadership All-In? Here’s a red flag: when was the last time someone on your leadership team actually talked to a customer? Are You Talking the Talk or Walking the Walk? You need your CEO and senior leaders to care. Who owns the results?

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

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 If you’re ready to turn theory into practice, this is the roadmap you’ve been waiting for.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

DCX

DECEMBER 31, 2024

The world of customer experience and leadership is evolving fast, and you need to stay ahead. Someone in leadership leans in, raises an eyebrow, and hits you with the classic: “What’s the ROI of this?” To get leadership on board, you need to connect the dots between your work and the company’s bottom line.

ROI 52

ROI Self Service Leadership Metrics 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve?

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

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. When customer feedback becomes the foundation of your product roadmap, every update starts to hit closer to home.

Customer Insights 62

Customer Insights Data Analytics How To 62

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

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. Why is NPS ® going up or down? Purposeful Leadership: Leaders operate consistently with a clear set of values. What metrics should you follow?

Net Promoter Score 150

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 150

rethinkCX

FEBRUARY 24, 2025

Fractional CX refers to outsourcing customer experience leadership or expertise on a part-time or project basis. Heres a glimpse: Strategic Planning : A fractional CX leader might audit your current customer journey, pinpoint friction, and craft a roadmap to boost satisfaction. Lets dive in. What Is Fractional CX?

Customer Journeys 52

Customer Journeys Customer Experience Net Promoter Score e-support 52

Gainsight

AUGUST 31, 2020

While their recent NPS score of 73.8 is incredibly amazing by itself, the underlying game-changing story lies in: How ServiceChannel obtained a 52% response rate on their NPS Survey. However, one of the first things they had to do was to explain what an NPS was to the rest of the company, as well as the significance of the number. .

NPS 52

NPS Effort Score Survey Roadmap 52

Thematic

MARCH 30, 2025

Common measures include customer satisfaction (via follow-up CSAT surveys), Net Promoter Score (NPS) , customer retention/churn rates, support ticket volume, or usage analytics for a product feature. For instance, if your NPS was 25 and after a series of improvements, it's 35, that's a clear win to report.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

Integrity Solutions

APRIL 28, 2021

A 5-step roadmap to get you started. Many organizations use customer satisfaction or Net Promoter Score (NPS) as the primary metric to determine how well the organization is creating value for customers. Creating a Customer Retention Strategy: A Leadership Roadmap. But how do you know if your customers really are loyal?

Customer Retention 86

Customer Retention Strategy Net Promoter Score Employee Engagement 86

SuiteCX

MARCH 31, 2015

It is very similar to the process and structure around data governance which is a more mature capability in many companies. ©2015 suitecx – Confidential What is the main purpose and goal of your journey mapping efforts?

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

DCX

JANUARY 28, 2025

Current CX Metrics and KPIs: Collect data on what your team is already measuring—response times, resolution rates, NPS, etc.—to Stakeholder Buy-In: Ensure you have support from leadership and team members to implement changes based on the insights you uncover. —to identify gaps in evaluation.

Customer Journeys 52

Customer Journeys Effort Score Social Media Analysis 52

ShepHyken

JULY 31, 2018

There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

ShepHyken

JULY 31, 2018

There are three levels where a company may be at in their roadmap to customer optimization. Quotes: “You can easily tell whether or not a company’s leadership cares. If all you focus on is reducing labor costs and network expenses, then you probably won’t have a high NPS or customer satisfaction.” – Scott Walker.

Average Handle Time 78

Average Handle Time Roadmap Call Center Customer Satisfaction 78

CX Workout - Ideas Blog

NOVEMBER 3, 2020

All too often, frustrated companies say that CX has failed to meet financial goals and leadership expectations because of diminishing returns. Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Likelihood to Renew or Continue to Use (LTR/LTU) typically leave you with the same question: “Now what?”

Net Promoter Score 98

Net Promoter Score Effort Score Analysis Employee Experience 98

ChurnZero

DECEMBER 19, 2024

A custom dashboard for adoption scorecards , shared across NinjaCats leadership and CSM teams for a unified view of adoption metrics. A custom table to track adoption scorecards with detailed fields. A custom table of Success Plans , enabling alignment on key objectives. Account Insights for individual adoption tracking.

Customer Success 52

Customer Success Meeting Self Service ROI 52

Totango

DECEMBER 7, 2023

Each pod consists of two account executives, two customer success managers (CSMs), and a product manager who meet weekly to review Totango scorecard metrics for the vertical and discuss opportunities, risks, renewals, product roadmaps, and more. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 95

Sales NPS Customer Success Customer Journeys 95

Centercode

APRIL 16, 2019

His leadership team asked him to develop a framework for measuring the success of his beta team efforts. By the end of this blog post, you’ll have a deeper understanding of how investing time into your beta program metrics can demonstrate your program’s worth to executive leadership. I always recommend making a program metric roadmap.

Metrics 65

Metrics Net Promoter Score ROI Effort Score 65

Thematic

MAY 22, 2019

And as we’ve previously shared at Thematic, the fastest growing companies like AirBnB and DoorDash are using customer insights to drive their product roadmaps. metrics” like NPS and CSAT, and start establishing CX as a function that makes the customer happier AND creates cost savings and additional revenue through its new initiatives.

Exercises 97

Exercises ROI Conference Video 97