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Customer Metrics

34 Posts
Embracing red metrics: putting the focus on actionable analytics
Embracing red metrics: putting the focus on actionable analytics
Members Public

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
Members Public

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
Members Public

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
Members Public

NPS, CSAT, CES...it doesn’t matter how many letters you throw out there or how many customer experience (CX) scores you get. If you don’t know what’s driving your CX metrics, it’s hard to replicate success, let alone find ways to improve. Through comments in customer

Customer Metrics
How to measure customer satisfaction: the complete guide
How to measure customer satisfaction: the complete guide
Members Public

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?
Members Public

Each month, Thematic hosts a virtual roundtable (a casual Zoom call) for insights professionals within our community. Together, we discuss how we’re seeing this space evolving and swap notes on best practices! Join our community here. COVID is continuing to create CX complexities - so connecting with people facing

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
Members Public

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 2022 [Includes spreadsheets]
Calculating the ROI of CX: Complete Guide 2022 [Includes spreadsheets]
Members Public

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
How to analyze survey data: best practices for actionable insights from survey analysis
How to analyze survey data: best practices for actionable insights from survey analysis
Members Public

If you’ve ever stared at an Excel sheet filled with thousands of rows of survey data and not known what to do, you’re not alone. Use this post as a guide to lead the way to execute best practice survey analysis.

Customer Metrics
Don’t let customer satisfaction surveys tarnish your brand
Don’t let customer satisfaction surveys tarnish your brand
Members Public

The idea of customer satisfaction surveys originated with good intent. Businesses wanted to know how their customer’s felt so they could make things better. Unfortunately, somewhere along the way, things went wrong. Now, customers are surveyed incessantly. Some companies hound their buyers for responses after every interaction and then

Customer Experience