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. We usually start off with a single touchpoint. 3 months after a sale? Five to six colleagues.

Customer Journeys 150

Customer Journeys Touchpoint Airlines Metrics 150

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

DECEMBER 10, 2024

Its an important metric to track because it highlights the number of customers leaving you. Leverage guides, webinars, video tutorials, and newsletters to inform customers. These insights enable you to personalize interactions and improve weak touchpoints. What Is Customer Churn?

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Retently

OCTOBER 16, 2024

As email continues to be a major touchpoint for customer engagement – set to grow into a $17.9 Signature surveys allow businesses to track key CX metrics in real time, driving timely, data-driven decisions that improve customer satisfaction. That’s exactly what email signature surveys can do! What is a Signature Survey?

Feedback 134

Feedback Survey Effort Score Customer Satisfaction 134

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. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 136

Customer Journeys Management Touchpoint Banking 136

ECXO

JUNE 23, 2024

This involves analyzing customer feedback, support interactions, and overall customer satisfaction metrics to pinpoint areas for enhancement. It helps you identify key touchpoints, potential pain points, and opportunities to delight customers. Don’t forget to set clear goals and metrics. Invest in training your team.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

Vonage

MARCH 27, 2018

We explored this topic in a recent webinar featuring Ian Jacobs, principal analyst at Forrester Research; customer service expert Justin Robbins; and our own vice president of product, sales and service Wyndham Hudson. Use appropriate metrics and technology for measuring the impact of emotion. So, what’s their secret?

Omni-Channel 228

Omni-Channel Banking Touchpoint Customer Journeys 228

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. What is the best or most common way to determine the health of your customer touchpoints?

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. What is the best or most common way to determine the health of your customer touchpoints?

Customer Journeys 120

Customer Journeys Management Touchpoint Banking 120

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

CloudCherry

MARCH 28, 2019

Most journey mapping exercises start out great with gathering everyone in a room, brainstorming touchpoints and designing a visual journey of how customers move through their interactions with your company. Are you being sold vague intangible ROI metrics or are you given a direct connection between CX and the money?

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

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

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. Product updates, like Marley talked about in the webinar, aren’t likely to be considered spammy because their focus is on information and education.

Customer Journeys 98

Customer Journeys Effort Score Self Service Chatbots 98

Lumoa

FEBRUARY 21, 2023

In our last webinar, Lumoa CEO Carlos del Corral sat down with Mark Barrett and Sian Kerr from Watermelon Research to discuss just that. Focusing Heavily on Metrics The first sign that a VoC program is losing momentum is when it becomes just another way to measure and report performance metrics. Here are some key insights.

Gamification 195

Gamification How To Customer Journeys Omni-Channel 195

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. Agent Performance Metrics Behind every successful contact center are the agents who breathe life into it.

Contact Center 195

Contact Center Analytics Multi-Channel Effort Score 195

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Metrics 98

Metrics Customer Success Net Promoter Score Measurement 98

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 195

Strategy Customer Experience How To Multi-Channel 195

InMoment XI

OCTOBER 8, 2024

Customer experience improvement refers to enhancing the interactions and overall satisfaction a customer has with your business across all touchpoints. Track Customer Experience Metrics You can continuously work to improve customer experience by tracking customer experience KPIs. What is Customer Experience Improvement?

Customer Experience 195

Customer Experience Self Service How To Net Promoter Score 195

GetFeedback

DECEMBER 2, 2019

If your CSAT metric is 60%, that means 40% of your customers are at risk of defection. Without tracking and understanding this important metric, it’s impossible to know if you are delivering the experience your customers are expecting from you. Learn how to use the CSAT metric, boost loyalty, and prove the ROI of your efforts.

ROI 195

ROI Customer Satisfaction How To Effort Score 195

Enalyzer

MARCH 20, 2018

Marketing has one job and that is to reach consumers at the moments that most influence their decisions, these are known as touchpoints. Touchpoints are anytime a potential or existing customer comes in contact with your brand, before, during or after their purchase. Use Enalyzer and Zapier to automize your customer touchpoints.

Touchpoint 50

Touchpoint Customer Journeys Net Promoter Score Social Media 50

Totango

FEBRUARY 1, 2022

In a recent Totango webinar, Chris and Elizabeth discussed the blueprint they used to help the Qlik team implement Totango, including the training program they developed and the adoption metrics they tracked to ensure the training plan was working. Use Metrics to Measure Adoption. 4 Key Takeaways . . Totango can help!

Customer Success 103

Customer Success Touchpoint Metrics Training 103

Beyond Philosophy

JULY 17, 2017

Build-A-Bear: Emotional Touchpoints and Memories. It’s these kinds of moments that create memorable emotional touchpoints that enhance a customer’s experience. At Beyond Philosophy we use a metric called Emotional Signature to measure a company’s level of engagement with its customers. But it’s only part of the equation.

Technology 132

Technology Touchpoint Case Study Consulting 132

Totango

FEBRUARY 28, 2020

At the same time, an effective engagement strategy incorporates much more than 1:1 touchpoints, and considers engagements such as 1:many opportunities, including communities, events, advocacy, and learning. Analyzing customer success metrics. Analyzing Customer Success Metrics. That’s for 1:1 touchpoints.

Customer Engagement 93

Customer Engagement Engagement Strategy Touchpoint 93

Totango

FEBRUARY 11, 2020

Several key adoption metrics will let you know if your customer is heading in the right direction to achieve maximum value from your product. That said, there is no one formula for measuring adoption, and different teams should track different metrics. Beware of vanity metrics like login rates, which don’t give insight into adoption.

Customer Success 122

Customer Success How To Metrics Customer Journeys 122

Pointillist

NOVEMBER 11, 2019

By Stephanie Ventura Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that yield the greatest insight. Why is FCR considered so essential? The reason?

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

customer sure

JANUARY 20, 2025

Advanced data analytics and AI, or even just thoughtful use of CRM data, make it possible to deliver hyper-personalised experiences at the touchpoints which are most important to customers. Discover how to measure the ROI of CX in our webinars and guides. How to Act: Set targets for improvement.

Trends 62

Trends Net Promoter Score Analysis ROI 62

Lumoa

APRIL 18, 2023

Receiving more precise observations When metrics fluctuate, it’s often unclear what the root cause was. An analytics tool enables you to find the pain points across all of your customer touchpoints, both pre- and post-sale. Learn more about how you can unlock insights from your customer conversations in this on-demand webinar.

Analytics 195

Analytics Customer Experience Management Net Promoter Score 195

Feedbackly

DECEMBER 2, 2022

Not to brag, but the many client testimonials and data prove it to be one of the most effective and versatile CX metrics available today. In this article, we explain why it was developed and how it resolves the drawbacks of other CX metrics. Limitations of other CX metrics. The shift from products to experiences.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

Totango

MAY 17, 2023

CS is a cross-functional sport The customer journey is iterative and continuously evolving, with more touchpoints happening in non-linear and circular motions than ever before. VP of Customer Success at Veriforce, Andy Kearney. Here are three insights I took away from TSIA.

Sales 113

Sales Marketing Sports Customer Journeys 113

Totango

AUGUST 21, 2020

SC: We defined a customer lifecycle journey and map with associated engagement touchpoints. All of the same core data and metrics driving our Totango solution are also shared through SAP4Me. As mentioned in the Webinar, we are also enabling partners on the playbook and methodologies to drive like experience. What data is used?

Customer Success 117

Customer Success Innovation NPS Touchpoint 117

Alliance by IFS

MAY 28, 2019

To see more results from the Aberdeen study, watch a special on-demand webinar here. To deliver better service as well as improve growth metrics, field service businesses need to more effectively collect, analyze, and act on service lifecycle data. Which customer interaction channels best-in-class organizations use.

Company 17

Company Management Self Service Study 17

ChurnZero

JULY 16, 2021

ESG joined us for a webinar to discuss how automation and human touchpoints can not only coexist but amplify your outreach and efforts. In the webinar, we cover: Tips for making automated messaging feel more personal and relevant. If you missed the webinar, you can watch it on-demand. Q&A Recap. Marley Wagner , Sr.

Customer Journeys 98

Customer Journeys Touchpoint Customer Success Exercises 98

InteractionMetrics

APRIL 10, 2025

If youre itching to start gathering better data (and put it to work), learn more about Interaction Metrics. They produce reliable, actionable metrics and help measure customer satisfaction, market share, brand perception, and more. Touchpoint-Specific Surveys These mini-check-ins occur at key moments, like a delivery or renewal.

Survey 40

Survey Customer Satisfaction Net Promoter Score Effort Score 40

Experience Investigators by 360Connext

MAY 20, 2015

Keep banking on metrics like the lukewarm customer satisfaction rating your customers provide when they are literally walking out the door. Touchpoint Inventory. The touchpoint inventory is a highly-detailed way to understand just what your customers have to do to become customers, stay customers and exit as former customers.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

DCX

MARCH 4, 2025

Instead of generic onboarding, offer a customized refresher: a webinar, a personal walkthrough, or a curated guide that helps them get the most out of your service. ’ Identify key touchpoints—like personal check-ins, product tutorials, or special offers—where you can provide extra support or engagement.

NPS 52

NPS Metrics Connections Social Media 52

CustomerSuccessBox

JUNE 5, 2019

Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals. Acting on poor leading metrics till health score is good. Touchpoint : If a promoter becomes a detractor or there is a lack of engagement, it’s an indicator that the account needs more handholding. So why does it not work?

Touchpoint 89

Touchpoint B2B NPS Metrics 89

Feedbackly

OCTOBER 20, 2022

In the beginning, you can select a few touchpoints and a limited amount of feedback. Now, the specialty of Feedbackly is it offers an additional metric exclusive to its users. You can use the survey at any stage of the customer journey and derive useful correlations by connecting it with other CX metrics.

Feedback 75

Feedback Software Multi-Channel NPS 75