GetFeedback

MAY 24, 2019

Among this debate, misconceptions have emerged from both sides. Some denouncers have claimed that NPS does not predict customer loyalty. Furthermore, predictiveness is far from the only benefit that NPS has to offer. When done right, it’s an extremely valuable source of customer insight. Myth #1: NPS is not predictive.

Net Promoter Score 236

Net Promoter Score NPS Effort Score Metrics 236

SurveySensum

MARCH 1, 2024

A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. High scores delighted them, so in the excitement they missed the silent grumbles of unhappy customers. Amidst the rush for scores, they started losing the customers, without any clue! What does this lead to?

Net Promoter Score 52

Net Promoter Score Analysis NPS Effort Score 52

SuiteCX

JANUARY 16, 2019

Ever wonder why there is such a gap between all the hard work you do in providing Voice of the Customer and Net Promoter Scores to your internal partners and then not being able to see how that in turn results in enabling the company to improve their financial or operationals? We think that is absolutely the case. First – Minding!

Net Promoter Score 100

Net Promoter Score NPS Customer Journeys Social Media 100

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Helen Dewdney

NOVEMBER 12, 2020

Search well and you can find lots of help in improving your customer service and experience, sales etc. But perhaps it’s time you looked at what a seasoned complainer gets most annoyed about, the annoyances you don’t know about and the people you don’t reach when gaining feedback and then what you can do about it?!

Tips 79

Tips Social Media Management Feedback 79

SurveySparrow

JULY 26, 2023

Do you want to learn more about the wants and needs of your customers? Want to match customer expectations with your business strategies? In that case, you must adopt the Voice of Customer (VOC) solution. Think of VOC as a secret decoder ring that unlocks the minds of your customers. We’ve got you covered.

Voice of Customer 52

Voice of Customer Social Media Customer Journeys Competitive Advantage 52

Thematic

FEBRUARY 12, 2020

If all we have are opinions, let’s go with mine.”. Unified data is the result of aggregating data from disparate sources into a single view in order to provide more complete and accurate answers to the critical questions in an organization. For example, one type of data that companies receive today is customer feedback.

Analytics 144

Analytics Data NPS Analysis 144

BirdEye

MARCH 17, 2023

Social listening is an essential tool for businesses looking to stay ahead of the competition and gain a better understanding of their customers and prospects. By monitoring conversations on social media, companies can identify opportunities to engage with potential customers and get real-time feedback about their products or services.

Tips 98

Tips Social Media How To Analysis 98

SurveySensum

FEBRUARY 14, 2024

As someone who’s been in the Customer Experience field for years, I can tell you that the secret sauce to a successful business is understanding your employees. Understanding your employees can lead to better alignment with company goals and increased engagement, boosting productivity and customer satisfaction.

Tools 52

Tools Feedback Analysis Survey 52

CustomerSuccessBox

JUNE 24, 2022

SaaS investors prefer to invest in companies where most of their cash flow and total revenue come from recurring revenue. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue. Why you should invest in Customer Success? Customer Success is a core growth driver.

Customer Success 52

Customer Success Metrics Customer Retention Strategy 52

Opinionator

SEPTEMBER 21, 2020

Why Social Media is NOT a Gold Mine of Customer feedback and not for Customer Service. In this article we will recommend you don’t use social media for feedback, even though it may look tempting. There are several factors that are constantly affecting the customer’s decision.

Social Media 52

Social Media Feedback Guidelines Survey 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place. So let’s start!

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

ijgolding

NOVEMBER 24, 2015

Followers of my blog will know that I have traveled extensively over the last four years. In all cases, I have been asked to work with; talk to; teach; cajole; people from the C-suite to the front line; in understanding the importance of Customer Experience. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia.

Customer Experience 120

Customer Experience Customer Experience Professionals Airlines Consumers 120

Esteban Kolsky

JANUARY 29, 2018

that we are presenting on Customer Experience. It was fantastic, seriously – here’s the link if you want to check it out (registration required), and we had a very engaging (that’s what the comments said) conversation about why #CX matters now, and how to get started with your customer experience initiative.

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

inmoment

AUGUST 1, 2018

Contact center leaders have agonized over the decision of whether or not to utilize artificial intelligence (AI) over the traditional human approach to customer experience (CX) since the introduction of this innovative tech. AI-powered humans essentially have information about their customer at their fingertips. The difference?

Contact Center 40

Contact Center Call Center Analysis Feedback 40

Service Untitled

JUNE 15, 2010

Service Untitled The blog about customer service and the customer service experience. Employees recommend us to prospective customers; they are commonly at the front lines, and the success of most organizations are based on employee loyalty and dedication. From self-awareness, employees can nurture customer satisfaction.

Policies 46

Policies Customer Satisfaction Loyalty Customer Retention 46

Thematic

DECEMBER 19, 2018

If we take your customer feedback as an example, sentiment analysis (a form of text analytics) measures the attitude of the customer towards the aspects of a service or product which they describe in text. Sentiment analysis and its use for customer experience. What is sentiment analysis? Why sentiment analysis is needed.

Analysis 63

Analysis Examples Social Media Measurement 63

iCiDIGITAL

MAY 18, 2018

Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. If the term is unfamiliar, the HIPPO is the “Highest Paid Person’s Opinion”. How Does This Impact Customer Experience Design Projects?

Customer Experience Design 45

Customer Experience Design Customer Experience How To User Experience 45

Doing CX Right

JULY 24, 2019

Is “Net Promoter Score,” otherwise known as “NPS,” a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. SHOULD NPS SCORES BE TIED TO EMPLOYEE BONUSES? IS NPS A DRIVER OF REVENUE?

NPS 40

NPS Measurement Net Promoter Score Effort Score 40

Pointillist

JULY 5, 2019

How to improve your return on investment in Medallia, Qualtrics, Clarabridge and Concentrix By Steve Offsey Most organizations that have implemented a voice of customer program are happily collecting and analyzing multiple forms of customer feedback. How Mature is Your Voice of Customer Program?

Voice of Customer 45

Voice of Customer Net Promoter Score NPS ROI 45

Tricia Morris

MAY 13, 2016

In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for digital customer experiences including online self-service. Here are six ways that communities can complement customer service: 1.

Self Service 40

Self Service Customer Service Knowledge Base Consumers 40

Esteban Kolsky

APRIL 7, 2015

I almost never do this, I actually have only 3 guest posts total in my entire blogging career, since this blog is — well, about me. I am not sure why Mike Boysen wanted to put his post in my blog – his is far better than mine… but here it is. I like to feature those.

Customer Journeys 60

Customer Journeys Multi-Channel Net Promoter Score Metrics 60

Bob Hayes

MARCH 2, 2015

Did you know that CSI can help you understand, in just one word, the health of your customer relationships? I am writing about the Customer Sentiment Index (CSI), a measure based on a single word that customers use to describe a company. In a Word: The Customer Sentiment Index from Business Over Broadway.

B2C 40

B2C Net Promoter Score B2B Analysis 40

Grade.us

MAY 23, 2017

You’ve exceeded your customer’s expectations. Barriers keep customers from writing reviews Happy customers are typically open to the idea of writing a review. Unhappy customers on the other hand, are far more motivated to write a negative review. But both customers are in the minority.

Feedback 40

Feedback Customers Resources Policies 40

Grade.us

FEBRUARY 18, 2019

A lot of my service offerings and my client base changed from 2016 and '17 to 2019. Ashley: I mine a crap ton of content. And when I say content I really mean I'm mining social media conversations. Carmen: Aside from pricing, what was the hardest part of getting Untap Social off the ground? It does go back to pricing!

Social Media 21

Social Media Sales Exercises Infographics 21

Genroe

APRIL 13, 2015

Ask 10 people and you’ll get 10 different answers — all of them based on opinion. It’s similar with customer feedback metrics. Should you use Net Promoter ® or Customer Effort Score or Customer Satisfaction or some other new fad metric ? Across industry, firms and individual customers.

Effort Score 40

Effort Score NPS Net Promoter Score Customer Satisfaction 40

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Chief Customer Officer Customer Journeys 98