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Customer Metrics

36 Posts
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Top 3 Challenges of Reporting ROI in Customer Experience (CX) and How to Solve Them
Members Public

What steps can you take to measure the ROI of Customer Experience improvements? identifying the challenges to ROI reporting will make it easier to consistently report on the impact of CX projects. Whatever the context.

Customer Experience
8 Voice of Customer Tools to Monitor Customer Experience
8 Voice of Customer Tools to Monitor Customer Experience
Members Public

Voice of customer tools collect and analyze customer feedback, then turn it into data you can use to grow your business. Discover the best VoC tools on the market.

Customer Metrics
Embracing red metrics: putting the focus on actionable analytics
Embracing red metrics: putting the focus on actionable analytics
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Red metrics provide incredibly valuable insights from your CX and operational data. But we’re conditioned to think that success equals a green scorecard. Here's how to put the focus back on what really matters.

Customer Experience
Customer-led product strategy: a guide
Customer-led product strategy: a guide
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Customer-led product strategy is about designing the best product experience. But how should you approach it, and avoid common pitfalls?

Product Experience
Voice of the Customer for Product Operations
Voice of the Customer for Product Operations
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A game-changing system that product ops can (and should!) implement is a Voice of the Customer (VOC) program for the product team. Done right, a VOC program will improve decision-making, clarify priorities and validate product roadmaps.

Product Experience
Unleash the power of CX metrics with feedback analytics
Unleash the power of CX metrics with feedback analytics
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Feedback analytics can unleash the power of CX metrics by telling the “why” behind these scores. Learn how you can benefit from feedback analytics.

Customer Metrics
How to measure customer satisfaction: the complete guide
How to measure customer satisfaction: the complete guide
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Everyone says they want customers to be satisfied, but what are you actually doing to make customers happy? How do you know if you’re on the right track? How do you know if your customer satisfaction efforts make a difference? Why even aim for customer satisfaction at all? We

Churn & Loyalty
Community Soundbites: How authentic are your customer-related KPIs?
Community Soundbites: How authentic are your customer-related KPIs?
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How useful and authentic are your customer-related KPIs? This was the topic of discussion during our recent community call for insights professionals.

Customer Metrics
4 Tips For Creating A VoC Program That Can Measure CX Success
4 Tips For Creating A VoC Program That Can Measure CX Success
Members Public

CX (Customer Experience) has become a bit of a buzzword, which is fantastic! More and more businesses are recognizing the importance of two things: 1. Understanding the customers' experience. 2. Implementing a customer centric mindset throughout the organization. As I mentioned in my last article (CX vs CS), improving CX

Customer Experience
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction
The touchpoint NPS oxymoron - The likelihood to recommend a brand isn’t built on a single interaction
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Traditionally, customer research and insights teams were tasked with capturing the voice of the customer, and generating meaningful insights to inform decision-making and ultimately improve CX. Market research was the easiest way to gather customer feedback strategically, rather than listening to anecdotal stories from sales or contact centre agents. Amongst

Customer Experience
Calculating the ROI of CX: Complete Guide 2023 [Includes spreadsheets]
Calculating the ROI of CX: Complete Guide 2023 [Includes spreadsheets]
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A complete and comprehensive guide to help you calculate the ROI of CX and prove the value of CX & NPS to executive teams. A customer experience ROI guide.

AI & NLP
How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals
How to get CX buy-in from decision makers to truly improve CX: Report surveying 150 CX professionals
Members Public

Getting CX buy-in and commitment for CX initiatives from executive leaders is key when it comes to driving real results for customers, but many CX leaders struggle with this. We surveyed 150 CX professionals to learn about their current role and situation: Are they getting buy-in in their organization? Which

Customer Experience