Gainsight

MARCH 31, 2020

As a fellow CS leader, I have so much empathy for what it takes to deliver on those expectations while making sure your CSM and Account Management teams don’t burn out (further impacting customer retention in a downward spiral). Most common use cases to look for include: Following up on NPS or other survey responses.

E-commerce 85

E-commerce CRM NPS Scorecard 85

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

Customer Bliss

AUGUST 9, 2018

Posters are placed around the room to explain what the customer experience is and how to look at the three pillars of value, ease, and delight. They update the NPS quarterly so employees can see if their efforts are actually making progress and increasing the scores. A display of how everything is measured (Net promoter score).

Customer Experience 70

Customer Experience Net Promoter Score Sports Manufacturing 70

Retently

APRIL 5, 2024

Nike’s SoHo flagship store is not just about buying products, but an immersive experience where sports enthusiasts can engage with the brand in an interactive environment. It features a half-court for basketball, a soccer trial area, a treadmill that simulates outdoor runs, and a customization bar for personalizing sneakers.

Retail 78

Retail Customer Experience Omnichannel Social Media 78

Zendesk

AUGUST 22, 2023

Determine the right metrics There are several customer experience key performance indicators (KPIs) that will shed light on how well your product fits into the market, including customer retention rate, growth rate, marketing success, and churn rate. If either one is lacking, your customers may be on their way out the door.

Net Promoter Score 52

Net Promoter Score Sports Social Media Finance 52

ClearAction

JULY 29, 2018

“There is a lot of measurement with external customers in the form of NPS and such, but most businesses are missing what’s needed in customer-centered behaviors, what’s needed in the business to drive customer and competitor knowledge, and what’s needed to improve customer insight and foresight.

Finance 48

Finance Sports NPS Customer Retention 48

Aquire

JANUARY 27, 2022

Some key KPIs to consider include: Customer Satisfaction Score (CSAT) Net Promoter Score (NPS) Customer retention rate Conversion rate Average resolution time. When you review customer feedback and KPI data, it will be tempting to try and address all the issues it reveals at once. Test first, change later.

Customer Satisfaction 52

Customer Satisfaction Social Media Omnichannel Net Promoter Score 52

SurveySensum

JULY 20, 2023

Let’s start by understanding the four common types of customer churn in retail and discover effective solutions for each of them. By doing so, you can proactively work towards reducing churn and improving customer retention. Mina and Her Sporting Goods Store Mina runs an awesome online store for sporting goods.

Retail 52

Retail Customer Feedback CX Social Media 52

Gainsight

SEPTEMBER 27, 2023

Startups, scaleups, and other companies who don’t have a lot of customer data may be challenged when trying to build a quantitative health score. If your company is in this situation, start your health score development by focusing on more qualitative data, like CSAT or NPS.

Sports 52

Sports NPS Sales Customer Retention 52