Customer Bliss

APRIL 11, 2017

Brian Andrews is a pioneer in the implementation of NPS – the Net Promoter System™. He’s currently the Senior CX Principal at Medallia, after being VP, Customer Experience and NPS at Sprint. While at Intuit, Brian won CEO Leadership Awards in 2007 and 2009, as well as Scott Cook Innovation Awards in 2006 and 2008.

NPS 163

NPS Net Promoter Score Wireless Call Center 163

Lumoa

FEBRUARY 7, 2023

Shawbrook believes that customer experience is a key factor determining the success of financial institutions in today’s market, and for that reason, they want to ensure they can see in real-time what customers are saying and how that impacts their KPIs. “We NPS, CSAT, online ratings. That is really going to have an impact.”

Banking 208

Banking Feedback Management Culture 208

Horizon CX

DECEMBER 27, 2019

The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. With three questions now included in the NPS series, this is more often referred to as the Net Promoter System. NPS is very much alive and well as a primary CX metric in 2019, within B2B organizations.

Net Promoter Score 130

Net Promoter Score NPS B2B Metrics 130

Customer Bliss

DECEMBER 12, 2017

How do you drive transformation in the highly regulated financial industry? Year 6+ – Introduction of NPS and internal marketing of success. Ms Lau has over 20 years’ experience in general management, sales and marketing management in the financial-services industry.

Leadership 0

Leadership Marketing Customer Experience Chief Customer Officer 0

Retently

JULY 11, 2018

In fact, most uses of NPS® nowadays directly refer to NPS2. When NPS started being used, the online environment – especially social media – was nowhere close to reaching its full potential. Thought Leadership. NPS vs NPS2 – What is the Difference? What Is NPS2? There’s no exact NPS2 definition.

NPS 90

NPS Net Promoter Score CEM Social Media 90

InMoment XI

NOVEMBER 15, 2023

There are four common customer experience analytics metrics: Net Promoter Score (NPS) Net Promoter Score , or NPS, is a widely used metric to measure customer loyalty. It involves a single question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?”

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

Lumoa

JANUARY 23, 2018

Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. Even if your customer service agent or customer insight analyst reads all the comments and even responds them, do you know what decisions you need to make in the leadership team? So, there is a problem.

Analytics 304

Analytics NPS Financial Analysis 304

CloudCherry

MARCH 28, 2019

But rarely do platforms actually deliver on the thought leadership they put out through their PR efforts. Thought leadership is nice, but action is better. Even better, you can see how each conversation resonates through NPS and CSAT feedback. If they were successful, NPS increased. Did a higher NPS drive more revenue?

Customer Journeys 231

Customer Journeys CEM NPS ROI 231

Lumoa

FEBRUARY 20, 2018

At the same time, committed leadership is essential to implement a comprehensive customer-centric approach. It makes a lot easier to mobilize the company, if a customer experience metric is followed up at the leadership level, along with the other key performance indicators. Why did we choose NPS?

Customer Experience 376

Customer Experience How To NPS Touchpoint 376

Horizon CX

JUNE 10, 2022

Ideally, this concept should originate at the senior leadership level. For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). This is enabled by having a “big-picture” orientation which is called systems thinking.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

NobelBiz

NOVEMBER 13, 2023

Comprehensive CX Metrics That Matter Net Promoter Score (NPS) The Net Promoter Score (NPS) is an inbound Key Performance Indicator that assesses your customer happiness. How to measure Your Contact Center’s NPS? NPS can be measured by multiple means, depending on your organization’s needs. Call center recording.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

It’s all about operations, processes, and financials. It’s easy to create goals in customer experience that are either: Based on metrics that the customer feedback team held responsible can’t influence, like NPS Or big ideas that aren’t real goals, like “make every customer delighted every time” Every other team has real goals.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

Gainsight

APRIL 26, 2019

You’ll hear all about these trends beyond just the leadership question at Pulse, but I wanted to give you a sneak peek with this post. As CEOs and CS teams go through this transition, both sides are trying to determine the type of leadership needed for this “2020” phase. Measures NPS and retention solely.

Leadership 79

Leadership Customer Success Roadmap Conference 79

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding. That makes the NPS of NPS 32.

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System Effort Score NPS Net Promoter Score 338

Beyond Philosophy

DECEMBER 10, 2021

The Speaker was New York Times Best-Selling Author Fred Reichheld , inventor of the Net Promoter Score ® (NPS). Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Reichheld says NPS collects those recognitions so employees can hear them. So, What Went Wrong with NPS?

Effort Score 109

Effort Score NPS Net Promoter Score Leadership 109

SurveyGizmo

NOVEMBER 5, 2021

Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). The Alchemer NPS Story. We didn’t just use data integration to reduce costs — we reduced customer churn by 3% in our first year, potentially adding millions of dollars to our bottom line, and improved our Net Promoter Score (NPS) by 15%. Social media activity.

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Data Net Promoter Score NPS Effort Score 98

Experience Investigators by 360Connext

AUGUST 19, 2020

Your outcomes have to relate back to your overall business and leadership goals . But what if you don’t have an NPS program to speak of? Sometimes, it’s enough to measure outcomes like “Set up a Voice of the Customer (VoC) program to measure NPS annually by July 1, 2021.” Measurable. Contextual.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Horizon CX

JUNE 5, 2023

Their primary focus on financial indicators, efficiency, and internal processes can lead to a lack of understanding regarding customer needs, desires, and pain points. Monitor Relevant Metrics: While financial metrics are crucial, organizations should also track and measure customer-centric metrics.

Net Promoter Score 130

Net Promoter Score Customer Centricity Effort Score Touchpoint 130

Thematic

MAY 15, 2023

These help you map out the financial benefits of CX programmes. In this article, I’ll provide a bigger picture view of the value of CX programmes, so you can see the wider impact through three distinct lenses: financial, customer and employee. Why go beyond the financial impact of CX? Will our customers be happier?

Omni-Channel 62

Omni-Channel NPS Financial Net Promoter Score 62

Lumoa

APRIL 14, 2021

So there is no ”one” single truth to this NPS versus revenue, or NPS versus growth, or customer satisfaction versus growth. First one being that there needs to be clear ownership for a customer experience in the leadership team level. So you should have that metric and understand how it actually drives your financial metric.

Customer Experience 236

Customer Experience Metrics Net Promoter Score Financial 236

Gainsight

NOVEMBER 12, 2021

What do Ted Lasso and my mom have to do with leadership? As such, I (and millions of other humans) find his leadership style to be beyond inspiring. Shortly after that dinner, Gainsight held a leadership offsite at the Ritz Carlton in Half Moon Bay (the kind of location decision you make before you learn about financial discipline).

Leadership 52

Leadership Travel Software Customer Success 52

Customer Bliss

JANUARY 25, 2019

Get Senior Leadership to Understand Your CX Plans. Like many other leaders in this role, he began collecting VOC data, NPS reports, complementary data, and spent time talking to people in his department. He put together a one-page roadmap and brought it to the senior leadership team. Cloud, Minnesota.

Roadmap 157

Roadmap Leadership Customer Journeys NPS 157

CX University

NOVEMBER 20, 2017

Widely used Customer Experience measures provide soft associations with benefits instead of hard numbers on financial investment results. Part of the Series: FINANCIAL MEASUREMENT IS CRITICAL FOR THE FUTURE OF CX. Comparing actual financial results of individuals and groups of customers with different CX exposures.

Financial 61

Financial Measurement Comparison Groups 61

GetFeedback

MAY 2, 2019

Why your leadership should care about CX. 70% of enterprises have begun to significantly increase their investment into customer analytics solutions in order to properly evaluate their CX metrics such as Net Promoter Scores (NPS) and Customer Satisfaction Scores (CSAT). Customers care more about experiences than ever before.

Strategy 261

Strategy Net Promoter Score ROI Effort Score 261

Horizon CX

FEBRUARY 29, 2024

Short-Term Financial Focus : Businesses that prioritize short-term financial goals over long-term customer relationships may inadvertently foster a culture of perfunctory service. Lead by Example : Leadership plays a critical role in shaping organizational culture and behavior.

Culture 130

Culture Customer Centricity Customer Satisfaction Loyalty 130

Thematic

FEBRUARY 19, 2024

Loyalty and Advocacy: Net Promoter Score (NPS): Measures willingness to recommend. A retail focused on one-time sales may look more at NPS. If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. To your customers, your NPS and CSAT scores don’t matter.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 19, 2024

Loyalty and Advocacy: Net Promoter Score (NPS): Measures willingness to recommend. A retail focused on one-time sales may look more at NPS. If you run into difficulty getting leadership support for a CX measurement program, make a business case for improving CX. To your customers, your NPS and CSAT scores don’t matter.

Customer Experience 62

Customer Experience Net Promoter Score Effort Score NPS 62

Thematic

FEBRUARY 11, 2024

There was too much focus on fluctuation in NPS driven by low volumes. He shared his rationale behind inventing NPS: Satisfaction is not enough! For NPS, Bain did countless studies that prove that it’s linked to financial performance. That said, he thinks that inventing NPS is the biggest mistake he ever made.

Conference 62

Conference NPS Hotels Self Service 62

Daniel Group

NOVEMBER 30, 2022

Fred Reichheld, author of Winning on Purpose, and the creator of the Net Promoter System, speaks to attendees about how to implement NPS the right way. Admittedly, it is hard to measure the financial benefits because the impacts often occur outside the organization (e.g., Create a consistent feedback cadence to Executive Leadership.

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Conference Groups NPS Net Promoter Score 98

Alida

APRIL 27, 2018

Practice mindful leadership. “Leadership matters. ” Mindful leadership is about managing change, staying resilient and inspiring growth to create happier employees and better workplace ecosystems, which leads to improved productivity. Improve the change fitness of leadership and the organization.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

West Monroe

JUNE 22, 2022

Digital customer service experiences are now defining the competitive landscape: 66% of consumers and 73% of businesses believe the new ways of interacting with their financial institutions will be permanent. Alignment among executive leadership is one of the most critical components for successful service transformation.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 52

Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? How will you know if the Net Promoter Score is “statistically significant” (your leadership will ask!) ? Why it matters: What outcomes should you expect with this vendor?

NPS 40

NPS Survey Feedback Net Promoter Score 40

Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Financial outcomes are certainly part of this, but it could include other goals. The higher up in the organization, the further away from dealing with customers directly.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CloudCherry

DECEMBER 1, 2018

For example, employee NPS has a strong correlation with customer NPS. CS focuses on tangible operational data like renewals, product usage adoption and NPS scores. What feelings do we need to ignite to improve the financials? Why does customer experience leadership need to come from the top?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

Thematic

JANUARY 17, 2023

Don’t present your NPS as green because you’ve moved it a little bit, when actually it’s really red. For example, say your core metric is NPS. It’s up to leadership to foster psychological safety around whatever your data says, so you feel free to report the reality - and actually do something about it.

Metrics 62

Metrics Omni-Channel Analytics NPS 62

Zeisler Consulting

AUGUST 17, 2021

How do you sell CX to leadership? Think about it: If I promise you some sort of return on CX as specific as, “one point in NPS improvement means $XX,000,000 in revenue growth,” this is almost impossible to prove, and sets up a very dangerous expectation. I’ve even written about it myself on several occasions.

ROI 93

ROI Chief Customer Officer Leadership Return on Investment 93

Ian Williams

MARCH 19, 2020

In this next video in the CX Club series, Christopher Brooks from Clientship CX and Ian Williams from Jericho look at leadership in terms of the way it relates to customer experience. Today we can talk about leadership. FULL TRANSCRIPT OF VIDEO DISCUSSION. Ian : Exactly, I think that’s perfectly right. Christopher: Phew!

Leadership 52

Leadership Consulting Financial Video 52