Lumoa

APRIL 28, 2024

In This Article: Why You Need a Customer Experience (CX) Platform Platform Overview Which Platform Fits Your Needs? Despite efforts to collect and analyze feedback, employees frequently struggle to pinpoint what affects these metrics. Lumoa turns the traditional approach upside down.

Feedback 83

Feedback Consulting Consulting Enterprise 83

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Automate Customer Journey Optimization to Keep Your Clients Satisfied.

Journey mapping 73

Journey mapping Benchmark Best practices Accountability 73

Totango

MARCH 23, 2021

A customer journey analysis identifies what needs to happen at each step in the process in order to deliver satisfaction and avoid dissatisfaction. In this article, we’ll review the goals of the customer journey before laying out a six-step path to customer journey analysis and optimization.

Journey mapping 87

Journey mapping SaaS Best practices Benchmark 87

Totango

OCTOBER 20, 2021

A customer journey map systematically outlines what should happen at each stage in order for customers to enjoy a satisfying experience. How to Optimize Your Customer Journeys. There are many methods you can use to optimize customer journeys. Automate Customer Journey Optimization to Keep Your Clients Satisfied.

Journey mapping 62

Journey mapping Benchmark Best practices Accountability 62

Totango

AUGUST 25, 2022

In this article, we’ll offer some tips for a winning customer engagement SaaS strategy. A customer journey map helps you optimize these engagements by planning what customers ideally should experience to receive satisfaction at strategic points in their journey and which actions can help facilitate this.

SaaS 97

SaaS Upselling Metrics Journey mapping 97

Totango

AUGUST 18, 2022

One way to tackle these challenges is to utilize a customer onboarding checklist for your CS team that delineates all of the targets that need to be hit during this stage of the customer journey. In this article, we’ll cover what you need to know to create an effective onboarding checklist.

Journey mapping 93

Journey mapping SaaS Upselling Enterprise 93

Totango

DECEMBER 1, 2021

Agile CS goals should be quantified in terms of measurable objectives and benchmarks. This should reference your KPI metrics and lay out a path to achieve each. As with KPIs, tasks can be keyed to a customer journey map template for organizational structure and clarity. Define How to Measure Success.

Government 97

Government Journey mapping Accountability Benchmark 97

Totango

MAY 6, 2021

We’ll discuss what customer retention means as a concept, as a strategy and as a metric. Finally, as a metric, customer retention rate is a key performance indicator that represents the relationship between how many customers you retain over a given period and your total amount of customers at the beginning of that period.

Customer retention 74

Customer retention Best practices Education Benchmark 74

ChurnZero

NOVEMBER 2, 2018

Since then it has been used heavily by companies, both large and small, to assess customer satisfaction and has become an important metric for growth-driven technology businesses. Psychology Today had written an article that compiled the results of a few different studies in regards to how humans receive bad information versus good.

Journey mapping 95

Journey mapping Metrics Surveys Feedback 95

Up Your Service

JANUARY 28, 2020

These standards can be created and deployed at a transactional level by identifying vital transactions on the customer journey and creating specific expectations for team or system performance. Did you enjoy this article? Some simple examples: Answer the phone within 3 rings. Great each customer by their first name.

Complaint resolution 52

Complaint resolution Best practices Journey mapping Scripts 52

Kayako

APRIL 15, 2019

His articles have been read in hundreds of publications, and he is the author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time and Be Amazing or Go Home. To do this effectively, one needs to journey map the heck out of their business!

Customer Experience 67

Customer Experience Journey mapping Benchmark Customer centricity 67

ProProfs Blog

DECEMBER 23, 2019

Customer experience metrics have penetrated most organizations. Popular & poorly rated articles. By mapping your customer journey , you can actually put yourself in the customer’s shoes and replicate their experience with your brand. It also benchmarks the customer experience against your brand promise.

Customer centricity 144

Customer centricity Journey mapping Surveys Feedback 144

CX Journey

JULY 10, 2014

Big data" has been defined in many different ways and seems to most often refer to the sheer volume of data, but for the purpose of this article, I''m going to refer to the data sources. You''ll conduct linkage analysis to link customer and employee data, customer feedback with operational metrics, and all data to financial measures.

Big data 71

Big data Customer Experience Journey mapping Benchmark 71

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Show managers how their VoC action plan progress metric is a leading indicator of what customers will soon experience.

B2B 62

B2B Feedback B2C Enterprise 62

Answer Dash

APRIL 16, 2019

(This articles was originally published on CustomerThink as an exclusive column for CustomerThink Advisor ) Organizational agility — to profitably seize evolving opportunities and allay emerging threats — depends upon managers aligning daily decisions with core customers’ expectations and your corporate strategy.

Customer Experience 76

Customer Experience Chief Customer Officer Enterprise Journey mapping 76

Comm100

FEBRUARY 13, 2018

Articles are often difficult to understand, hard to navigate, full of jargon, off-topic or out of date, not providing customers with the answers they need. Use the information from the surveys to help build your processes – as well as being the backbone of journey mapping sessions. Free Download] Live Chat Benchmark Report 2018.

Multichannel 41

Multichannel Benchmark Journey mapping Call Center 41

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Netomi

JANUARY 5, 2022

His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98