Experience Investigators

JUNE 3, 2025

Review key CX metrics like: Net Promoter Score (NPS) Customer Satisfaction (CSAT) Support ticket resolution time Customer retention or churn Journey completion or product usage data Then, ask: Are we meeting or missing our goals? Compare Your CX Goals to Year-to-Date Results Let the data speak, but dont stop there.

Customer Journey Map 52

Customer Journey Map Net Promoter Score CX Customer Experience 52

1 to 1

APRIL 10, 2025

Example: If your companys business strategy is to expand into new markets , your CX vision might focus on creating a seamless onboarding experience for new customers in different geographies. reducing churn by 15%, improving customer retention by 10% , increasing customer effort score (CES) by 25% ).

B2B 26

B2B CX CX Transformation Net Promoter Score 26

eglobalis

OCTOBER 1, 2024

When every department works toward common targets—such as customer satisfaction or operational efficiency—it becomes easier to focus on the broader company mission rather than department-specific objectives. Take, for instance, a company that uses Net Promoter Score (NPS) as a shared KPI across all departments. The result?

CX 471

CX Finance Customer Journey Map Innovation 471

eglobalis

SEPTEMBER 16, 2024

At the local level , mapping the customer journey requires gathering insights directly from local teams. This includes regular touchpoints with sales and support teams who interact with customers on the ground. Develop a Customer-Centric Culture Shifting an organization toward a customer-centric culture starts at the top.

B2B 401

B2B Customer Experience Touchpoint B2C 401

Totango

MARCH 12, 2021

A customer journey map template lays out a path to optimal outcomes promoting client retention. Here we’ll cover an eight-step approach to creating a customer journey map that encompasses all stages of your customers’ experience, including pre-sales and post-sales experiences. Referral rate.

Customer Journey Map 67

Customer Journey Map Net Promoter Score Customer Retention Sales 67

Totango

FEBRUARY 10, 2021

When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers. Set success goals for each stage of your customer journey map. Segment your customer database for personalized communications.

Customer Retention 90

Customer Retention Customer Journey Map Net Promoter Score Scorecard 90

Waypoint Group

SEPTEMBER 2, 2015

The last couple of weeks, my posts on LinkedIn have focused on renewals , NPS and feedback in a business-to-business setting. Customer Journey Mapping has become a popular tool in the CX space and it’s a great starting point for understanding how your customers flow through the different touchpoints of your company.

Customer Journey Map 60

Customer Journey Map B2B B2C Touchpoint 60

Lumoa

FEBRUARY 9, 2023

The most important AI technologies, that are relevant for analyzing customer feedback, fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low?

Net Promoter Score 168

Net Promoter Score Customer Experience B2C Social Media 168

Taylor Reach Group

MARCH 10, 2020

You can also obtain a CCXP (Certified Customer Experience Professional) certification, which recognizes professional credentials and expertise in this area. Companies are looking at customer insight, customer journey mapping, CSAT, customer acquisition, data analytics, culture and brand.

Customer Experience 123

Customer Experience Customer Journey Map Customer Retention NPS 123

Totango

JUNE 24, 2022

While the challenges SaaS presents for customer success can be formidable, SaaS also offers some major advantages for software providers: The digital nature of SaaS means that providers can engage with clients digitally throughout their customer journey. Start with a SaaS Customer Journey Map.

Customer Journey Map 109

Customer Journey Map Net Promoter Score B2C Customer Satisfaction 109

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 107

Net Promoter Score Customer Experience CEM B2C 107

Zendesk

FEBRUARY 10, 2022

In the Zendesk Customer Experience Trends Report 2022 , over 90 percent of respondents said they’d spend more money with businesses that offer streamlined experiences. And customers who describe a company’s CX as “good” are 37 percent more likely to recommend it to others. Or, say you want to get a pulse on customer loyalty.

Customer Experience 98

Customer Experience Unstructured Data Customer Journey Map Net Promoter Score 98

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. Bakery A didn’t uncover any useful feedback, but Bakery B discovered customers were unhappy with the limited dine-in cake options. Weeks later, Bakery B attracted more customers, including some from Bakery A. What is NPS?

NPS 52

NPS Close the Loop Text Analytics Customer Satisfaction 52

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 103

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 103

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 102

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 102

Totango

MAY 6, 2022

Support : How many support tickets are being opened, how long does it take customers to get responses, and what outcomes are they experiencing? Customer satisfaction : What kind of feedback are customers giving through metrics such as NPS and CSAT survey scores? How to Improve Customer Health Score.

Invoicing 124

Invoicing Customer Journey Map Customer Satisfaction Customer Relationship 124

Totango

NOVEMBER 3, 2021

However, the value of NPS surveys depends on how you go about conducting them as well as what you do with the data you collect. Here we’ll cover some best practices for getting the most out of your NPS surveys. In the process, we’ll look at how technology can help you optimize the results you get from using NPS surveys.

Net Promoter Score 100

Net Promoter Score NPS Customer Loyalty Customer Satisfaction 100

SurveySensum

FEBRUARY 10, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Set NPS goals for each department.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

SurveySensum

FEBRUARY 3, 2022

Companies that lead in customer experience are now outperforming laggards by nearly 80%. . NPS is a critical business KPI that tells you how likely your customer is to recommend your product or service to others. It is the key predictor for gauging customer retention and loyalty. Set NPS goals for each department.

NPS 52

NPS Net Promoter Score Sentiment Analysis Touchpoint 52

Lumoa

MARCH 12, 2023

Benefits of using a customer experience platform CX platforms benefit your business in many ways. Their ultimate goal is to enable you to improve the customer experience. Improving your CX can result in: Better customer retention. 81% of customers make a second purchase after a great experience.

Customer Experience 78

Customer Experience Customer Journey Map Sentiment Analysis NPS 78

Totango

AUGUST 11, 2022

Client receptivity : Customer receptiveness to ideas and initiatives proposed by success managers will be influenced by their perception of digital interactions with your product and the value they derive from these interactions. You then can segment your email list to reach out to these customers.

Net Promoter Score 113

Net Promoter Score Social Media Customer Journey Map Customer Relationship 113

Totango

DECEMBER 16, 2020

Automate Customer Success with Out-of-the-box Templates. One of the most exciting new trends in customer success is the emergence of out-of-the-box solutions that allow you to automate the implementation of optimized customer journey maps. Reduce Customer Churn by Detecting Risk.

Artificial Intelligence 72

Artificial Intelligence Customer Journey Map Net Promoter Score Scorecard 72

Experience Investigators

MARCH 7, 2023

If there’s one thing I see as missing in many customer experience initiatives, it’s understanding how powerful operational data can be when combined with customer insights. In fact, customer experience leaders are often put into the role of what I call “number narrators.”

Net Promoter Score 98

Net Promoter Score Touchpoint NPS Customer Satisfaction 98

ClearAction

AUGUST 6, 2019

Companies that are reaping full value are using customer experience insights to align their whole business to customers’ expectations. Thoughtful planning can spell the difference between limited value and transformational value from customer journey mapping. Customer Journey Mapping Best Practices.

Customer Journey Map 48

Customer Journey Map Net Promoter Score Social Media NPS 48

Lumoa

MARCH 20, 2018

The most important AI technologies relevant for analyzing customer feedback fall in the area of natural language processing (NLP) and machine learning. Why is NPS ® going up or down? Why are your customers turning away from you? Why is the retention of your customers so high/low? Wondering which metric to choose?

Net Promoter Score 60

Net Promoter Score Customer Experience CEM B2C 60

Lumoa

FEBRUARY 2, 2023

You can measure customer satisfaction through two metrics. The first is CSAT (Customer Satisfaction Score). The second is NPS (Net Promoter Score). These metrics reveal how your customers feel about your products and services. This leads to making improvements so you can deliver a fantastic customer experience.

Retail 88

Retail Net Promoter Score Customer Experience CX 88

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Customer effort score (CES). Moments of truth".

CX 71

CX Net Promoter Score Customer Experience Touchpoint 71

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? And so on.

Net Promoter Score 88

Net Promoter Score Customer Experience NPS Start-ups 88

Zendesk

OCTOBER 20, 2023

It also empowers customer service reps with the information they need to provide an exceptional customer experience (CX). Delivering excellent customer service can drive revenue, increase customer retention , stimulate business growth, and improve customer satisfaction. to make them achievable.

Customer Service 52

Customer Service Customer Journey Map B2C B2B 52

Totango

JUNE 4, 2021

For instance, if a customer is using a new feature for the first time, you might set up your software to provide a tutorial link. Or if a customer has not used an important feature yet, you can remind them about it with in-product messaging or by providing an NPS survey. Cater Promotions to Client Needs.

B2C 63

B2C Customer Journey Map NPS B2B 63

Zendesk

OCTOBER 20, 2023

In order for businesses to efficiently and systematically achieve the criteria above they should create customer success plans. Customer success plans can boost customer satisfaction , improve customer retention , lead to future sales, create brand advocates , and increase customer lifetime value (CLV) for your business.

Net Promoter Score 52

Net Promoter Score Customer Journey Map Touchpoint Customer Feedback 52

Gainsight

JANUARY 8, 2025

When they see email communication capabilities in both your Marketing Automation Platform (MAP) and Customer Success Platform (CSP) , theyre bound to ask, Why do we need both? Its a valid questionbut the answer lies in understanding and reconciling the distinct roles each tool plays in the buyer and customer journey.

Net Promoter Score 52

Net Promoter Score Customer Journey Map Sales NPS 52

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 133

Customer Experience CX E-commerce Social Media 133

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. Take advantage of different types of surveys at different touchpoints of the customer journey.

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Omnichannel 52

SurveySensum

JULY 4, 2023

These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience. Basically why and how customers are interacting with your brand. According to a research report by Antenna , the customer churn rate of Netflix was 2.4%

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52

SurveySensum

JULY 4, 2023

These touchpoints can provide you with crucial information on your customer’s needs and expectations and what you need to improve your customer experience. Basically why and how customers are interacting with your brand. According to a research report by Antenna , the customer churn rate of Netflix was 2.4%

Customer Satisfaction 52

Customer Satisfaction Social Media Touchpoint Customer Feedback 52