Which KPI do you find most effective for evaluating customer loyalty?

Customer Engagement

Net Promoter Score (NPS)24%

Repeat Purchase Rate36%

Customer Lifetime Value (CLTV)36%

Customer Retention Cost1%

Something else (comment)1%

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Head of Product & Brand Marketing2 years ago

Net Dollar Retention

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Which conversation intelligence tool has your company implemented?

Chorus17%

Convin24%

ExecVision17%

Gong10%

Jiminny3%

Refract4%

Other (Discuss below)22%

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I’m looking to connect with folks whose companies have successfully implemented a product operating model in marketing and analytics, and alongside customer journey management (CJM). I’d love to hear how it’s structured, what’s worked well, and how teams collaborate under this model. Anyone open to sharing their experience?

How concerned are you that your organization's digital marketing strategy isn't reaching target customers who are avoidant or disconnected (e.g. decreasing social media usage or time spent online, embracing ad blocker tools, etc)?

Very concerned17%

Somewhat concerned17%

Neither concerned nor unconcerned50%

Somewhat unconcerned17%

Very unconcerned

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We are launching an initiative to strengthen the connection between senior executives and frontline associates by identifying innovative, scalable, and sustainable engagement practices (e.g. seat rides, field sales ride alongs, customer call listening, etc.). Our goal is to ensure leadership has visibility into the experiences of associates who deliver the customer experience, recognizing that the associate experience directly impacts the customer experience. Do you have something comparable in place What engagement practices have you tried? Where did you see success?

Has anyone successfully implemented a lead generation widget across their digital ecosystem?

We’re exploring ways to ensure customers can easily get started with us—regardless of where they land on our website. I’d love to hear if others have had success with persistent lead gen widgets or have examples of best practices that helped drive engagement and simplify the entry point. Any insights on placement, design, or integration strategies would be incredibly helpful.

Which KPI do you find most effective for evaluating customer loyalty? | Gartner Peer Community