ECXO

MARCH 6, 2025

It is a comprehensive effort that goes beyond isolated fixes, requiring alignment of leadership, strategy, culture, technology, and processes around the goal of delighting the customer. An executive steering committee can oversee the CX programs progress, unblock obstacles, and ensure alignment with corporate strategy.

B2B 339

B2B Customer Journeys How To Effort Score 339

InMoment XI

NOVEMBER 22, 2024

Feedback analysis also improves product strategy, ensuring you continue delivering value that retains and acquires clients. Here’s a breakdown of the most impactful user feedback metrics for your SaaS business: Net Promoter Score Net Promoter Score (NPS) is a commonly used metric that measures customer loyalty.

Tools 195

Tools Feedback Effort Score Net Promoter Score 195

C3Centricity

DECEMBER 31, 2018

A New Year tradition we started here at C3Centricity back in 2011, is to share our most popular brand building strategies and posts of the year. What a Customer First Strategy Is (And what it’s not!). In its simplest form a customer first strategy is about thinking customer first in everything you do. Are they right to do so?

Brands 293

Brands Strategy Customer Journeys Infographics 293

BlueOcean

MARCH 24, 2025

Because we didnt know until the waning days of our relationship that our client was being measured by their head office in Europe on one KPI above all others: the scores on their post-contact surveys a metric that didnt even appear in our SOW. Set Strong Parameters Around Forecasting Forecasting is another critical piece of the SOW puzzle.

Contact Center 156

Contact Center Automotive Analytics Metrics 156

InMoment XI

JANUARY 27, 2025

The downstream effects of this mindset can be quite limiting to the potential functions an effective call center should serve in your broader organizational strategy. Your call center managers will be notified when these opportunities are missed so they can identify coachable moments and refine strategies.

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. The first is your 1-to-1 strategy.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

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. CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink. Do you love CEM as much as we do?

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ECXO

MARCH 21, 2023

Additionally, when designing products and services, it’s important to conduct thorough research to understand the needs and desires of the target audience aligning it with organisation toward real customer centric strategy and its execution plan. This should align with your company’s overall business strategy.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Retently

MARCH 11, 2025

CX is a Business Strategy, Not a Support Function At first glance, its easy to assume that the Customer Experience Manager is just another version of a customer support lead. Once this morning review session is done, its time to tackle the bigger picture strategy, optimization and cross-team collaboration. More on that next.

Ecommerce 115

Ecommerce Self Service Customer Experience Management 115

ijgolding

APRIL 19, 2017

Engaging your people in playing a key role in improving the customer experience is one thing, but what if customer experience is not actually a key element of the business strategy in the first place? Strategy needs to be a balance between what the business wants and what the customer wants.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

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

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

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

Customer Bliss

AUGUST 28, 2020

We’ve had discussions about their role in developing a customer experience strategy within their organization or for other organizations, and about how they’ve had to recently pivot in their jobs. So we actually took that insight and we now measure that as part of a survey have that type of experience.

Customer Journeys 323

Customer Journeys Roadmap Leadership Customer Experience 323

InMoment XI

OCTOBER 3, 2024

How Is Customer Retention Measured? Here is the average customer retention rate by industry: Customer Retention Strategies Effective customer retention strategies are essential for fostering long-term customer relationships and producing a customer retention rate that rivals your competitors.

Customer Retention 195

Customer Retention Strategy Guest Experience Loyalty Programs 195

Customer Bliss

SEPTEMBER 19, 2017

Libby Duane Adams is a disciplined and mature CCO leader who shares her 6-year strategy for making the role a growth driver in her organization. There will probably be a lot of measurement this fall to set up the 2018 plan. Episode Overview. About Libby.

Chief Customer Officer 97

Chief Customer Officer Customer Journeys Roadmap Telecommunications 97

InMoment XI

JULY 13, 2022

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. NPS is a metric designed to measure customer experience. 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

GetFeedback

DECEMBER 21, 2018

The Net Promoter Score (NPS) survey is a reliable way to measure customer loyalty. Set and measure customer expectations. Set and measure customer expectations. Or maybe customers are asking for a service that’s already on the roadmap. It asks customers how likely they are to refer your business to others.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

Thematic

APRIL 1, 2025

Improving your customer experience starts with a strong customer insights strategy. In simple terms, this strategy is your game plan for collecting and leveraging customer insights to drive better decisions. Defining Clear Objectives for Your Customer Insights Strategy Every great strategy begins with a clear goal.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

Thematic

FEBRUARY 24, 2025

It’s all about strategy. We’ll dive into 10 customer insights strategies for better customer satisfaction. By analyzing customer interactions across different channels, brands can personalize marketing and service strategies. However, only 51% of businesses currently use social listening to inform their strategy.

Strategy 62

Strategy Customer Experience Social Media Handbook 62

C3Centricity

JANUARY 13, 2021

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. 7 Reasons for Failure When Adopting a Customer First Strategy. How to Measure Customer Centricity the Right Way. As the saying goes “what gets measured gets managed.”

Customer Centricity 279

Customer Centricity Hospitality Customer Journeys Strategy 279

Experience Investigators by 360Connext

JANUARY 10, 2023

It started with a plan – including immediate foundational steps to take, evolutionary growth, and longer-term strategies for continued success. You had clear goals and knew how to measure them. Measurable. You began measuring feedback using quantitative data as well as gathering open-ended feedback. How did this happen?

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

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. Number 5: Do Customer Journeys Drive Your Content Strategy?

Customer Journeys 227

Customer Journeys Customer Experience Touchpoint Analytics 227

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?

Roadmap 96

Roadmap Effort Score How To Metrics 96

Retently

JANUARY 19, 2023

Before attempting to measure it, let’s first try to define what product-market fit is. The main advantage of adhering to the product-market fit strategy is that when building a product, the market for it is already there. It requires thorough research, analysis, planning, and time. What is Product-Market Fit ?

Measurement 157

Measurement Survey Marketing Effort Score 157

CSM Magazine

JANUARY 20, 2025

Data-driven strategies help you move beyond guesswork, ensuring your efforts truly align with what your customers want. When done right, the data doesn’t just sit in a spreadsheetit becomes the roadmap for meaningful improvements. Regularly monitor trends, listen to user feedback, and adapt your strategy.

Customer Satisfaction 64

Customer Satisfaction Metrics Measurement How To 64

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. CX is seen more as an idea or theory rather than a business strategy. But you need a strategy to align around first!)

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

InMoment XI

MAY 3, 2024

By leveraging cross-functional omni Voice of the Customer VOC strategies, Foot locker’s integrated data-driven approach allows them to identify trends, pinpoint friction points, and continuously refine their strategies to deliver exceptional experiences.

Retail 195

Retail Return on Investment ROI Analysis 195

InMoment XI

NOVEMBER 30, 2023

In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management. How to Create a Brand Reputation Strategy Creating a brand reputation strategy may seem daunting at first.

Brands 284

Brands Management Multi-Channel Social Media 284

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

Optimove

NOVEMBER 26, 2024

How AI is Transforming CDPs Download Now >> Why it Matters: Building a successful post-purchase journey requires a careful balance of strategy, data insights, and phased implementation. This blog addresses those questions and provides a roadmap for building best-in-class post-purchase journeys.

Multi-Channel 52

Multi-Channel How To Roadmap Touchpoint 52

BirdEye

DECEMBER 19, 2024

Artificial intelligence (AI) is a business multiplier, enabling companies to process millions of data points instantly and make real-time decisions that drive measurable growth. An effective AI marketing strategy transforms how businesses understand and engage with customers. Table of contents What is an AI marketing strategy?

Strategy 52

Strategy Marketing Social Media Hospitality 52

Thematic

MARCH 30, 2025

How To Create a Personalized Closing-the-Loop Strategy? Choose the right follow-up strategy First of all, decide what will create the greatest impact on revenue? The most important thing you can do during your follow-up is to learn more about customer pain points to inform your product roadmap. Here are some steps to consider.

Feedback 62

Feedback Roadmap Effort Score NPS 62

QuestionPro Audience

JULY 26, 2018

Creativity is indispensable to branding and any marketing strategy in general. What’s more, having a strategic roadmap before producing any creative effort ensures a brand engages with the right audiences at the right time. Even the most off-the-wall, imaginative radio ads have a serious ROI that can be keenly measured.

Roadmap 170

Roadmap Advertising ROI Return on Investment 170

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

Kayako

FEBRUARY 13, 2019

My observation is that much of what is written centers around how an organization is built or how one can sell retention strategies in the boardroom, but what if you already have a nicely run success organization (at least in your boss’ opinion)? Have you thought about areas of opportunity? Ignore Churn. You are reading this correctly.

Customer Success 136

Customer Success Strategy Chief Customer Officer NPS 136