CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others.

CX 182

CX Customer Journey Map Touchpoint VOC 182

CX Accelerator

AUGUST 19, 2019

Just as not every touchpoint is equal on a customer journey map (some touchpoints - “Moments of Truth” - have a higher impact on customer perception than others), some metrics will measure things that have a higher impact on customer satisfaction than others.

CX 182

CX Customer Journey Map Touchpoint VOC 182

Intercom, Inc.

JANUARY 18, 2023

” A 1% increase in customer acquisition affects your bottom line by just over 3%, while a 1% decrease in churn can boost it by 7% , which means, in the end, retention can be more than twice as powerful as customer acquisition. Are you attracting and engaging the right customers? Organizing customer feedback.

Customer Acquisition 118

Customer Acquisition Customer Retention Actionable Insights Customer Feedback 118

Retently

MAY 31, 2024

By nurturing the Customer Success department early, you set your company up to grow and adapt to your customers’ needs. A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers.

Net Promoter Score 145

Net Promoter Score Engineering Customer Retention Customer Feedback 145

Experience Investigators

FEBRUARY 1, 2022

Without coalitions across the organization , CX leaders are often left with the role of collecting customer feedback and reporting on it, but unable to create the changes needed to act on customer needs. Without action , customer experience becomes a nice platitude, but not a path to greater success.

Customer Experience 136

Customer Experience CXM Net Promoter Score CX 136

ECXO

SEPTEMBER 30, 2024

This misalignment can cause friction, as sales may push for immediate solutions that internal teams are not ready to deliver, leading to rushed or incomplete customer offerings. Their success is typically measured in terms of deals closed, customer acquisition rates, and sales growth.

Sales 156

Sales Customer Experience Innovation Customer Feedback 156

Intercom, Inc.

NOVEMBER 14, 2019

Listen beyond the vocal minority – you want to hear old customers, new customers, free customers, VIP customers and everyone in between. Use storytelling to bring customer feedback to life. Leverage customer word of mouth for customer acquisition.

Sales 108

Sales Gaming Education Customer Relationship 108

Experience Investigators

FEBRUARY 18, 2025

Investigate these areas and create a plan to better address your customer expectations. Not only does this increase the customer lifetime value, it makes your brand connection stickier as customers start to love more products or services you offer, as well as more than your products.

Customer Experience 52

Customer Experience Non-Profits CX Education 52

Experience Investigators

SEPTEMBER 5, 2023

HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. Customer experience deserves them, too. Related: Use SMIRC Goals to Define Customer Experience Outcomes 4. Here’s your training guide.

Customer Journey Map 98

Customer Journey Map Customer-Centric Organization Start-ups Customer Feedback 98

PeopleMetrics

DECEMBER 12, 2017

These systems capture customer data from disparate information silos such as emails, ERP systems, and business intelligence tools to provide analytics around sales cycles, marketing campaigns, customer acquisition strategies, etc. That’s where CEM comes into play.

CEM 84

CEM CRM Customer Relationship Management VOC 84

PeopleMetrics

MARCH 10, 2015

The key is to see the forest for the trees, and to remember your ultimate goals of customer acquisition and retention. Don’t get so lost in process that you lose sight of what the customer wants or feels. Improving customer experience will involve constant listening to your customers, and adjusting to their evolving needs.

Customer Experience 109

Customer Experience Retail Customer Acquisition Start-ups 109

SurveySensum

FEBRUARY 24, 2025

Out to do a detailed analysis of your customer feedback/review? When the world is rapidly turning towards AI, businesses are relying on advanced techniques to extract valuable insights customer reviews, social handles, emails, chats, surveys, and whatnot. Dont waste time sorting through endless customer feedback.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Social Media Machine Learning 52

Retently

NOVEMBER 27, 2024

With rising customer acquisition costs and intense competition, boosting your conversion rate is essential for growth. Conversion Rate Optimization (CRO) focuses on fine-tuning your website and checkout process to turn casual visitors into paying customers, boosting revenue without needing to spend more on attracting traffic.

Sales 152

Sales Social Media Predictive Analytics Start-ups 152

SurveySensum

AUGUST 26, 2020

Customer Acquisition Cost. Customer Acquisition Cost is the amount you are spending to acquire a new customer. For example, if you are spending 20$ to acquire a new customer and the ROI you are getting is 1$, then you’re losing! And that’s what any business wants. Isn’t it?

CX 98

CX E-commerce Net Promoter Score Customer Acquisition 98

CX Journey

NOVEMBER 2, 2016

Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. The company or the customer?

Mystery Shopping 79

Mystery Shopping Customer Experience Contact Center Customer Feedback 79

Intercom, Inc.

OCTOBER 29, 2019

At Intercom, we have benefitted from customer segmentation in these ways: Describing customers in a common way across go-to-market, product, and engineering. For example, our Sales team is now able to give segmented customer feedback to our product leaders to influence our roadmap.

B2C 184

B2C Finance Engineering Healthcare 184

Zendesk

NOVEMBER 1, 2021

Typically, different metrics are used to gauge the quality of customer experience and customer success. CX is evaluated using customer satisfaction score (CSAT), Net Promoter Score® (NPS), customer acquisition rate, and conversion rate. For customers that stay on, it’s time to move them to the expansion stage.

Customer Experience 98

Customer Experience Net Promoter Score Touchpoint CRM 98

Zendesk

JANUARY 12, 2021

The deeper you go into the data, the better you’ll understand the complexity of your customers’ requests, when they tend to reach out, how effective your agents are, and more. Use customer feedback to get better. Another type of customer data is customer feedback. Business leaders at Champions are 3.8x

Customer Service 98

Customer Service AI Artificial Intelligence Customer Satisfaction 98

Totango

NOVEMBER 18, 2020

This model spreads the cost of digital solutions across years of repeating contracts, meaning the bulk of value is now found in customer retention just as much, if not more, than in customer acquisition. Today’s customer expects personalized, on-demand services that bring immediate results.

Close the Loop 82

Close the Loop NPS Customer Feedback Customer Retention 82

ClearAction

NOVEMBER 11, 2022

It encourages balance of energy and investment in proactively retaining and acquiring customers. When you proactively retain customers, your non-customer-facing groups collaborate to prevent recurrence of prevalent issues that cause customer pain. This is a powerful and effective motivator.

Customer Experience 71

Customer Experience Key Driver Analysis Customer Acquisition CX 71

Intercom, Inc.

JULY 26, 2018

Adam: It seems like this is a case for just getting something out there and getting it in the hands of potential customers as early as possible, rather than getting stuck in that ongoing cycle of validation pre-release. I wanted to have paying customer feedback as soon as possible. An organic approach to customer acquisition.

Non-Profits 137

Non-Profits Finance Start-ups Customer Acquisition 137

SurveySensum

DECEMBER 4, 2024

By constantly improving the NPS score, banks can ensure strong customer loyalty, leading to customer acquisition and increased revenue. Listen and Act on Feedback: Keep the surveys consistent and listen to customer feedback. More importantly, act on this feedback to make necessary improvements.

NPS 52

NPS Net Promoter Score Close the Loop Customer Loyalty 52

Intercom, Inc.

JUNE 14, 2022

This initial encounter may take place through placed advertisements, online content, social media, or a range of other channels, and it marks the start of the awareness and consideration process for consumers, and the start of the customer acquisition process for your company. Basic: The basic stage is where storytelling begins.

Customer Relationship Management 118

Customer Relationship Management Customer Relationship CRM Social Media 118

Retently

NOVEMBER 17, 2023

Below, we’ve listed five ways marketing managers can use Net Promoter Score to more accurately track the results of their campaigns and monitor long-term customer acquisition performance. NPS also lets you understand which aspects of a product or service produce negative customer feedback.

Net Promoter Score 78

Net Promoter Score NPS Customer Satisfaction Customer Acquisition 78

Qualtrics

DECEMBER 6, 2021

Now brand managers, insights professionals, and frontline managers can respond directly to Facebook reviews and Google reviews within Qualtrics and aggregate insights with customer feedback. Amplify customer feedback by embedding Google reviews directly into the feedback process.

VOC 48

VOC CX Close the Loop Social Media 48

Zendesk

APRIL 1, 2022

Customer success operations also plans for the future by forecasting customer acquisition and churn rates. If agents are struggling to meet the performance metrics set by customer service operations, the solution might be additional customer service training. Say support agents report a surge in angry customers.

Customer Service 97

Customer Service CRM Customer Retention Customer Acquisition 97

Retently

FEBRUARY 21, 2024

The timing and positioning of your survey can encourage participation, while the natural fit of this survey question among others within the customer feedback questionnaire can increase the chances of getting a response. survey results can help identify what channels are successfully contributing to customer acquisition.

Social Media 78

Social Media Engineering Customer Acquisition Retail 78

Shep Hyken

OCTOBER 17, 2022

Each week I read many customer service and customer experience articles from various resources. Enough Already With Customer Feedback. CMS Wire) Surveys, especially, will ultimately bury you with customer malcontent and your own frustrated inaction. Should we ignore customers and what their needs are?

Customer Service 12

Customer Service Customer Acquisition NPS Customer Expectations 12

Win the Customer

SEPTEMBER 8, 2023

When customers have a memorable and satisfying experience with your brand, they’re more likely to become loyal advocates, helping your startup gain traction and grow. Reducing Customer Churn Startups can’t afford to lose customers. Actively seek feedback through surveys, reviews, and social media channels.

CX 59

CX Social Media Touchpoint Customer Acquisition 59

Zendesk

APRIL 29, 2021

Every back-and-forth conversation you have with your customers adds up over time, creating a trusting relationship where your customers feel confident working with you and can manage their money with less hassle. Tune into customer feedback (and act on it). Your customers are worth the investment. Read the blog.

Customer Service 59

Customer Service Social Media Finance Customer Feedback 59

SurveySensum

SEPTEMBER 11, 2023

This is why SaaS businesses must focus heavily on retaining customers and ensuring that they keep using their products and services. So, the main SaaS KPIs that companies focus on are customer retention , customer acquisition cost, customer lifetime value, and monthly revenue. But why measure it?

Net Promoter Score 52

Net Promoter Score Customer Acquisition NPS Customer Satisfaction 52

Retently

MAY 15, 2024

Have you ever read an online newspaper, blog or magazine only to be asked for your feedback as a reader? Most of us associate customer feedback with, well, customers. If you completed it, did you have any valuable feedback to share? The other, which takes place long before retention, is customer acquisition.

Net Promoter Score 78

Net Promoter Score NPS Start-ups Actionable Insights 78

Gainsight

JULY 30, 2024

Lower churn rates and higher retention rates are indicators of successful customer relationship management. This metric helps organizations understand the emotional perspective of their customers, providing insights beyond numerical scores.

Net Promoter Score 52

Net Promoter Score Customer Experience Social Media Social Listening 52

Gainsight

AUGUST 25, 2021

Here are a few metrics to tag to your onboarding process as you work to accelerate TTV: Customer acquisition cost : If you launch a successful user onboarding experience, it should lower your customer acquisition cost (CAC). Build Feedback into the Onboarding Process. Use data to improve your product.

Net Promoter Score 52

Net Promoter Score Education Customer Acquisition Start-ups 52

SurveySensum

DECEMBER 18, 2024

Driving Customer-Centric Improvements : NPS surveys also have follow-up questions that ask customers to elaborate on their pain points. Reducing Churn : Tracking detractors enables businesses to take proactive measures to resolve issues before customers churn. Theyre also more open to upselling and cross-selling opportunities.

Net Promoter Score 52

Net Promoter Score NPS Actionable Insights Non-Profits 52

Customer Bliss

DECEMBER 12, 2017

Adoption of the NPS as the primary tool to drive cultural change equipped the front line and operations people with access to listen to customer feedback, identify pain points, and thus – take actions to improve. Year 6+ – Introduction of NPS and internal marketing of success.

CX Transformation 0

CX Transformation Customer Experience Data Mining NPS 0

Gainsight

JANUARY 31, 2022

The actual growth was not found in new customer acquisition as much as it had to come from retention. Nigel and his team had to prove that the best definition of retention was to retain the current customer base with an amplified and seamless experience. The trajectory of growth was not going to match stakeholder expectations.

Technology 95

Technology Technology Sales Finance 95