GetFeedback

SEPTEMBER 19, 2018

Measuring key support metrics like Customer Effort or Customer Satisfaction can give you the data you need to improve service quality. Pro Tip: Embed your survey right inside your Live Agent chat window , so feedback is only a click away. Pro Tip: Use Salesforce-ready forms to automate the process. Lost Sales Feedback.

Survey 199

Survey Net Promoter Score Data Effort Score 199

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 churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Calabrio

MARCH 22, 2025

30 Contact Center Management Best Practices: Tips to Take Performance to New Heights Now that weve covered the basics, lets dig into the details and best practices of contact center management within each the key areas discussed above. Use these tips to effect a more holistic contact center management approach: 21.

Contact Center 130

Contact Center Management Strategy Call Center 130

Kustomer

AUGUST 12, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 98

Roadmap Tips Travel Groups 98

ijgolding

APRIL 19, 2017

This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Creating that balance would mean that the strategy does not just focus on business driven metrics (revenue, profit, cost etc.),

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Optimove

NOVEMBER 26, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Key Takeaway s : Below are six key questions from marketers about crafting an effective strategy. 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

Retently

MARCH 17, 2025

Key metrics to include (or skip) Actionable insights that go beyond the data and help drive real improvements. Key Metrics to Include: Ticket Volume : Are we handling more tickets than usual? Monthly Reports The Whats Working (and Whats Not) Report Provides a bigger picture comparing key CX metrics to the previous month.

Report 90

Report How To Effort Score NPS 90

Totango

OCTOBER 30, 2024

Pro tip: 72% of revenue comes from retention, expansion, upsell, and cross sell To truly take advantage of the 72% of revenue that sits on the other side of a signed contract, we need to shift this mindset to make our expansion motion about our customer. How do platform metrics help tell the outcome and value story? Notice a trend?

Roadmap 62

Roadmap Sales Measurement Tips 62

Customer Bliss

MARCH 24, 2015

Implementation Tip: These agreements need to be established in partnership with the functional owners across the organization. Implementation Tip: The best leaders I’ve worked with drive people into discussion by going around the table and asking each to state his or her commitment or dissent. __YES there is __ NO there is not.

Tips 100

Tips Chief Customer Officer Effort Score Leadership 100

Lumoa

JANUARY 19, 2023

– What are their key characteristics (pro tip: consider both demographics or psychographics )? It helps organizations create a roadmap for future development and determine what changes need to be made in order to reach those objectives. Pro Tip : Building strong relationships with other departments is not a one-off thing.

Customer Experience 221

Customer Experience Net Promoter Score How To Customer Journeys 221

Customer Bliss

APRIL 9, 2018

As a result, decisions are driven by silo objectives and inside-out goals and metrics. Unite leaders in your organization by having a conversation about how you will and will not grow, so that you can provide employees with a clear roadmap for how they should steer their own decisions. 3 Tips for Creating Leadership Unison.

Leadership 166

Leadership Roadmap Customer Journeys Metrics 166

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. Customer churn is a critical metric because it is much less expensive to retain existing customers than it is to acquire new customers.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

ChurnZero

MARCH 7, 2025

3: Customer marketing: A community helps identify champions, supports upsell/cross-sell opportunities, and provides feedback for your product roadmap. The good news is that there are roadmaps to follow, such as Heather’s, to lay the groundwork and then build a thriving community. 1: Define your digital community’s needs.

How To 52

How To Roadmap Self Service Gamification 52

GetFeedback

JANUARY 27, 2020

ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics. Once you’ve gathered insights from your customer journey mapping, the next step is to set clear business goals and success metrics for your VoC program.

How To 221

How To Customer Journeys Feedback Survey 221

Totango

FEBRUARY 23, 2023

While net revenue retention (NRR) is a key business metric for many companies, Chris shared that customer success operations can also help you get a closer look at leading indicators to tell whether your team is on track to hit the target. It’s not a set it and forget it metric.” It’s about the customer’s outcome.”

Tips 89

Tips Net Promoter Score Metrics NPS 89

Kustomer

FEBRUARY 4, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Shannon Martin to learn about building a 90 day roadmap to successful customer service. The next step of the 90 day roadmap is to test and learn based on the data gathered. Problem Solving Through Connection.

Roadmap 64

Roadmap Tips Travel Groups 64

Lumoa

MARCH 31, 2021

In this article, we cover what actionable insights are, why they’re important, how to collect the information you want and some tips on taking action. In Lumoa State of CX report, said 38,2% of leaders within CX that they want to improve the actionability of customer feedback and customer experience metrics.

Effort Score 195

Effort Score NPS Net Promoter Score Self Service 195

Thematic

APRIL 1, 2025

💡 Quick tip: Write down 2-3 key questions you want to answer with customer insights. Combining these sources gives you both quantitative metrics (like ratings and usage stats) and qualitative feedback (such as comments and complaints). 💡 Pro tip: Combine human intelligence with AI.

Customer Insights 62

Customer Insights Customer Journeys Strategy Social Media 62

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

InMoment XI

OCTOBER 9, 2024

Collecting customer feedback is important for businesses because it gives them a roadmap for boosting customer satisfaction and retention. This metric provides a quick snapshot of customer satisfaction, which is especially useful when collecting feedback from first-time users. Why is Collecting Customer Feedback Important?

Feedback 195

Feedback How To Social Media B2C 195

DCX

JANUARY 7, 2025

This worksheet helps you move beyond surface-level metrics to create meaningful customer impact. 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.

Customer Experience 52

Customer Experience Effort Score Leadership Metrics 52

GetFeedback

MAY 4, 2018

Here are some simple tips on re-engaging your end users and building a customer-centric product strategy. Get their take before you develop new features and plan the product roadmap. You can include standardized metrics like Net Promoter Score , which give you a clear picture of changes in customer sentiment year by year.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

Integrity Solutions

SEPTEMBER 23, 2021

And they become “Net promoters” of your organization—a key metric correlated with sustained, profitable growth. The post A Roadmap For Value Based Selling appeared first on Integrity Solutions. In order to realize this vision you need to have the following.

Roadmap 70

Roadmap Sales Case Study Leadership 70

DCX

DECEMBER 31, 2024

Here’s how Decoding Customer Experience will help you tackle challenges, uncover opportunities, and grow in your role without the stress: Practical Strategies : Actionable tips to help you solve real-world problems. ” Here’s a tip: Use collaborative success criteria to ensure everyone is on the same page.

ROI 52

ROI Self Service Leadership Metrics 52

Thematic

MARCH 30, 2025

Centered Feedback Tips Tips to centralize feedback: Use a single customer feedback tool or CRM integration to capture input from email, chat, surveys (e.g., Prioritization Tips Prioritization tips: Score feedback: Develop a simple scoring system (e.g., Define key metrics for your initiatives.

Feedback 62

Feedback Effort Score Analysis Customer Centricity 62

CX Journey

MAY 17, 2017

Last month, I wrote about 20 tips to design better customer surveys. If they are, do they recall the objectives, the overall roadmap, the reason for the approach, etc.? Key metrics for your business may have changed. That post ought to be helpful whether you're designing a new survey or redesigning existing surveys.

Survey 159

Survey Feedback Social Media Roadmap 159

Customer Bliss

AUGUST 22, 2018

Implementation tip : These agreements need to be established in partnership with the functional owners across the organization. Implementation tip : Alignment is tricky. Implementation tip : This needs to be a group effort. Do you have a roadmap for CX? Implementation tip : Start with customer-asset metrics.

Chief Customer Officer 133

Chief Customer Officer Company Tips Leadership 133

Thematic

MARCH 27, 2023

4 tips to help you mature your programme: Tip #1: Have a plan; create a strategy and a roadmap. Creating a roadmap is a really valuable exercise to map out exactly what needs to be done (via milestones) and align it to a timeline to hold yourself accountable. Tip #2: Get the foundations right.

Tips 71

Tips Customer Centricity Feedback Social Media 71

Experience Investigators by 360Connext

JANUARY 10, 2023

Beyond just collecting feedback, you worked to begin understanding the correlations between customer feedback and larger companywide metrics that matter, and closed the loop with customers to help them know their feedback was valuable and meaningful. Article] 7 Tips to Simplify & Improve Employee Journey Mapping.

Customer Journeys 143

Customer Journeys Resources Video Strategy 143

Amity

JANUARY 30, 2018

Tip #1: Customer Success Managers are the window to the customer’s soul. Tip #2: First impressions matter. Tip #3: Write a success plan and stick to it. Tip #4: CSMs aren’t order-takers, we are success planners. Communicate your product roadmap regularly. Identify win-win situations.

Tips 69

Tips Customer Success Social Media Roadmap 69

Customer Bliss

AUGUST 22, 2018

Implementation tip : These agreements need to be established in partnership with the functional owners across the organization. Implementation tip : Alignment is tricky. Implementation tip : This needs to be a group effort. Do you have a roadmap for CX? Implementation tip : Start with customer-asset metrics.

Chief Customer Officer 107

Chief Customer Officer Company Tips Leadership 107

ChurnZero

JULY 2, 2021

Choosing between Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) as your north-star growth metric isn’t an either-or question. SaaS companies must be cognizant of and weigh the implications brought about by a sole focus on these metrics when assessing the performance of and building strategies for Customer Success.

Customer Retention 97

Customer Retention Metrics Chief Customer Officer Tips 97

Gainsight

FEBRUARY 4, 2021

Growth rate, gross margin, and other traditional metrics matter greatly. But software leaders have increasingly recognized the importance of a new metric unique to the SaaS world, Net Dollar Retention (NDR). If you want to dive in more on why Dave thinks NDR is the new metric, see his SaaStr presentation here.

Tips 72

Tips Metrics Software B2C 72

Gainsight

AUGUST 22, 2021

We’ve picked out five tips to help you create a best-in-class product-led growth strategy quickly and easily. Here are five tips to keep in mind: 1. Master your product roadmap. Another critical piece in driving product-led growth is charting a product roadmap that keeps your team on track to smash your goals.

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

ChurnZero

JANUARY 17, 2020

ChurnZero Power-Users Share Tips, Tricks and Best Practices. Check out these tips from some of ChurnZero’s CS Power Users and learn why ChurnZero and CS teams create a robust combination! . Regardless just remember that there is no one-size-fits-all approach for CS metrics. Blog Author: Alex Weihmann. Jump to: .

Tips 72

Tips Metrics Customer Success Effort Score 72

DCX

DECEMBER 29, 2024

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. Each email comes with practical tips and challenges that I could apply immediately in my day-to-day interactions. No fluff, no filler—just proven tips to get everyone on the same page.

NPS 52

NPS Gamification Effort Score Customer Centricity 52

ChurnZero

APRIL 26, 2019

Tip 1: Think Like a Human Resources Manager. A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. As a Customer Success leader, metrics are nothing new – they dictate the long-term goals and performance of your team. Tip 2: Introduce Your Product Early (Demo, Demo, Demo!).

Tips 58

Tips Metrics Customer Success Roadmap 58