AskNicely

NOVEMBER 28, 2018

New research shows it can increase a company’s likelihood of net-negative churn and faster revenue growth. What you may know is that Net Promoter Score is widely renowned as the measure of customer loyalty. 2018 NPS Benchmark Study: Results and Reactions Webinar. What do they know that you don’t?

NPS 150

NPS Net Promoter Score Study Groups 150

InMoment XI

AUGUST 25, 2023

InMoment recently held a webinar featuring Forrester , an independent, research and advisory firm. Let’s dive into what we covered on our webinar. You need to develop a well-defined and quantifiable approach to measuring the ROI of CX initiatives, which is essential for securing ongoing support and funding from senior leadership.

How To 260

How To ROI Net Promoter Score Measurement 260

Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. One of the highlights of the webinar was when Cannon said that “ customer experience is the new marketing ” and is critical for fulfilling MBUSA’s brand promise, The Best or Nothing.

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

InMoment XI

JUNE 22, 2022

James, how was the webinar with DocuSign?” When you send out a net promoter score (NPS) survey email, you’re basically asking an established customer to take time out of their day to reveal their feelings about your brand despite there being no immediate reward in it for them. Measure each email’s open rate.

Survey 260

Survey Net Promoter Score How To Effort Score 260

NICE inContact

AUGUST 16, 2019

Explore more in our webinar replay , where our experts unpack the report’s key discoveries. And for even more key learnings, leverage our webinar replay. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

AUGUST 16, 2019

Explore more in our webinar replay , where our experts unpack the report’s key discoveries. And for even more key learnings, leverage our webinar replay. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

GetFeedback

JULY 19, 2019

Communicate how you will measure success. To know what to measure, it’s important to understand the actual customer. There is no perfect formula for what to measure in a VoC program. Here are the three key ingredients: Consistency: Measuring anything consistently is better than no measurements at all.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Retently

OCTOBER 5, 2023

It’s the Net Promoter Score (NPS). NPS offers a lens to segment your audience into three groups: the loyal Promoters, the on-the-fence Passives, and the critical Detractors. In the simplest of terms, it’s a measure of customer satisfaction and loyalty. But with Net Promoter Score, you’re up to the task.

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NPS Net Promoter Score Infographics Loyalty 78

NobelBiz

FEBRUARY 27, 2024

Monitoring key metrics such as First Call Resolution (FCR), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) offers invaluable insights into how well agents are meeting customer needs. First Call Resolution (FCR) : This metric measures the ability of agents to resolve customer queries or issues on the first call.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics. It helps articulate the health of a SaaS business.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

NICE inContact

OCTOBER 30, 2019

Best Business Impact This category recognizes customers using solutions or services to drive measurable improvements supporting their business goals. Award winners will have implemented programs that deliver measurable impact in operational efficiency and/or revenue generation. Submit Application.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Oracle

OCTOBER 6, 2019

We also look really closely within our webinars. It’s easier for us to measure our success now that we’re in the cloud, because we have consistent metrics, and we have a consistent way to measure everybody. Net Promoter Score as the customer experience metric. We look really closely at that.

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Net Promoter Score Self Service Measurement Video 54

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. Follow The Link to Watch The Complete Webinar. Survey Fatigue.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

NICE inContact

FEBRUARY 6, 2019

While there are metrics around efficiencies like average handle time, call resolution rates and the likes, a CX obsessed company really looks at the end customer metrics like customer effort, Customer Satisfaction (CSAT), Net Promoter Score (NPS) and even larger business metrics like Customer Lifetime Value (CLTV).

Net Promoter Score 137

Net Promoter Score Average Handle Time Contact Center Effort Score 137

SurveyGizmo

FEBRUARY 4, 2021

Loyalty is personal and emotional, while retention is a financial measure, is what Ryan Tamminga, VP of Customer Success at Alchemer, and Vanessa Bagnato, Director of Enterprise Solutions at Alchemer, explained recently in a webinar. If retention is measured by renewal and purchase levels, how do you measure loyalty ?

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Loyalty Net Promoter Score Airlines Loyalty Programs 98

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

CX University

OCTOBER 30, 2017

He will be featured in a November 15th webinar, Show me the numbers! Bridging the gap between CX measurement and real financial outcomes. “A The new consulting services are divided into two types: CX Return on Investment Measure and the Customer-Centric Business Intelligence (BI) System. Chief Marketing Officer. CX University.

Consulting 40

Consulting Financial Measurement Net Promoter Score 40

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. It’s more transactional when compared with NPS, and is great for measuring the experience on a touch point by touch point basis. Can be measured using “total motivation score” or a number of other methods.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Lithium

JULY 5, 2022

Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. You could then explore all other Atlas content that focuses on engagement rate whether it’s an article, forum, webinar, or podcast. Measures the utilization of the licensed accounts.

Leadership 52

Leadership Net Promoter Score NPS Loyalty 52

Feedbackly

DECEMBER 2, 2022

Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. EVI® survey can be used to measure any touchpoint in any phase of the customer journey. Watch our free EVI® Q&A webinar to find out how you can boost your sales with the help of this revolutionary CX metric.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

ClientSuccess

JANUARY 3, 2023

Learn more about the power of building trust with your clients in this webinar. To measure this, many businesses use a Net Promoter Score (NPS), an index ranging from -100 to 100 that indicates customer loyalty and overall satisfaction with your offering. Do You Refer Our Company to Others?

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Net Promoter Score eBook Loyalty Customer Confidence 81

SurveyGizmo

OCTOBER 5, 2017

This week, alongside industry experts from Mastercard , AlienVault , and OpenWater , SurveyGizmo hosted an hour-long webinar that discussed the details of building an integrated customer experience program in a modern organization. ACCESS THE ON-DEMAND WEBINAR RECORDING HERE]. Session Highlights.

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Customer Experience Net Promoter Score Culture Measurement 65

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. You can learn more about building strategic customer success plans with these additional resources from ClientSuccess : Webinar: Customer Goals – How to Identify, Track, and Achieve.

NPS 79

NPS Survey Tips Customer Success 79

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

SurveySparrow

DECEMBER 24, 2023

Let’s delve into three popular ones: Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) …and see how they align with various types of customer experience surveys. This Net Promoter Score (NPS) question gauges overall satisfaction and loyalty.

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

ClientSuccess

DECEMBER 21, 2021

Here is a rundown of some of the most critical customer success metrics to measure regularly: NRR: net revenue retention (NRR) is a great metric to view the high-level trending success of your customer success function, as it measures your total churn minus expansion revenue.

Metrics 100

Metrics Customer Success Net Promoter Score Effort Score 100

AskNicely

JULY 24, 2017

NPS (Net Promoter Score) is one of the simplest ways of measuring feedback. Because of its simple design, NPS has become a popular tool for businesses measuring customer satisfaction. This simplicity makes NPS a very flexible way of collecting feedback, and it’s a natural fit for measuring candidate experience.

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NPS Net Promoter Score Feedback Survey 150

inmoment

JULY 13, 2020

There are several such metrics that brands can use to help measure CX efforts, including the Net Promoter Score (NPS), Overall Satisfaction (OSAT), and Customer Effort Score (CES). The Net Promoter Score is particularly useful for distilling an organization’s CX efforts down to a single number.

ROI 52

ROI Net Promoter Score Effort Score Customer Experience 52

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics. It helps articulate the health of a SaaS business.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

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Strategy Customer Experience How To Multi-Channel 208

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

CSM Practice

FEBRUARY 8, 2023

If you’re wondering what kind of data to collect, these metrics will help you measure customer satisfaction levels and develop strong retention strategies. Net Promoter Score Net Promoter Scores (NPS) assess the likelihood that customers will recommend your goods and services to their friends, family, and colleagues.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal. The power of NPS is in the ‘why’ behind your score.

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Net Promoter Score Effort Score NPS e-support 56

ChurnZero

JUNE 9, 2023

So said Randy Wootton , chief executive officer at Maxio and Alli Tiscornia , chief customer officer at ChurnZero in our webinar, “ Finance & CS: Charting a path to profitability.” It measures the CS team’s ability to not just retain customers, but to expand the amount of money those customers spend with you.

Metrics 98

Metrics Customer Success Net Promoter Score Chief Customer Officer 98

Beyond Philosophy

JANUARY 2, 2019

Maersk, a global shipping company, improved their Net Promoter Score +40 points in 30 months, which also lead to a 10% increase in shipping volumes. Measure your results. Laverty told me he wished RICOH would have put Customer Experience performance measurements on all of the team two years earlier than they did.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Gainsight

MARCH 9, 2022

Instead, they use digital-first tools and strategies: One-to-many approach: Assisting customers via email, in-app notifications and guides, webinars, videos, and knowledge base content. To succeed with digital-led customer success, it is no longer enough to use metrics only to measure the final results. Net Promoter Score (NPS).

Metrics 105

Metrics Customer Journeys Net Promoter Score Self Service 105

AskNicely

JANUARY 10, 2019

What gets measured gets managed.” – Peter Drucker. Customer experience-focused professionals have known for a while that measurement is important to support their push for better customer experiences. So new, shorter, more efficient and actionable ways to measure customer experience were developed. Three Things to Measure.

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NPS Metrics Effort Score Customer Experience 150