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Customer Metrics

38 Posts
17 Customer Experience Statistics: The High Cost of Neglecting CX
17 Customer Experience Statistics: The High Cost of Neglecting CX
Members Public

Don't let bad customer experience (CX) ruin your business! Learn from these 17 statistics and find out how to improve CX with AI-powered insights.

Customer Experience
Removing the 'Pebble' to Reduce Customer Experience Friction Points
Removing the 'Pebble' to Reduce Customer Experience Friction Points
Members Public

Uncover the hidden "pebbles" eroding your customer experience. Learn how to use customer feedback and analytics to identify and remove friction points, boost loyalty, and engineer effortless experiences. Discover 7 strategies for proactive CX improvement.

Churn & Loyalty
Reporting ROI of CX: Top 3 Challenges and How to Solve Them
Reporting ROI of CX: Top 3 Challenges 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
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

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
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

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
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