Retently

MARCH 18, 2024

Harness feedback, discover the key customer service survey questions that can transform your support strategy, and make every customer interaction count. Surveys come in various types, such as CSAT, NPS, and CES, each providing unique insights into customer satisfaction and loyalty.

Survey 141

Survey Customer Service Strategy Effort Score 141

Lumoa

FEBRUARY 9, 2023

software bug fixes, wrong information corrected on the website) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

GetFeedback

DECEMBER 10, 2018

With Net Promoter Score (NPS), companies can measure customer loyalty and find ways to turn customers into champions. NPS involves one simple question: How likely are you to recommend us to a friend or colleague? The standard NPS question. NPS calculation. So now that you know how to calculate NPS, the real question is….why

NPS 210

NPS Net Promoter Score Survey Analytics 210

Retently

MAY 10, 2018

Just like it’s difficult to drive to a new destination without a definite plan for how to get there, trying to build, launch and market a new product without a clear product roadmap guiding the development process is an exercise in vain. Net Promoter Score® can play a crucial role in your product roadmap improvement. Detractors.

Roadmap 68

Roadmap Net Promoter Score NPS Feedback 68

SurveySensum

FEBRUARY 27, 2024

So, with this blog, we will dive deep into strategies, best practices, and insights aimed at creating a thriving and fulfilling work environment for employees and boosting employee experience at all levels. eNPS: It is a metric used to measure employee loyalty and advocacy within an organization.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

Gainsight

SEPTEMBER 1, 2022

So a product roadmap serves as a tool for alignment: it’s a strategy-first, visual document that communicates what type of problem a product solves, how, and for whom. Yet because product roadmaps are living, breathing documents that can and should evolve, it can be frustrating to construct them. A roadmap to revenue growth.

Roadmap 52

Roadmap Data Net Promoter Score Analytics 52

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

Gainsight

JUNE 16, 2022

If you’re crafting a product roadmap, your vision and internal alignment must be crystal clear. . Too often, product leaders start building their roadmap plans only to be bombarded with conflicting feedback in all directions. So, how do you get beyond the distractions to build a roadmap you can defend and align around?

Roadmap 52

Roadmap Measurement Data Net Promoter Score 52

Lumoa

MARCH 20, 2018

sw bug fixes, wrong information corrected on the web site) Product development decisions : reprioritizing things on the product development roadmap taking the feedback into account (e.g. Why is NPS ® going up or down? CM strategy in the company could be decided into 6 components defined by Bob Hayes for CustomerThink.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

GetFeedback

FEBRUARY 18, 2019

Net Promoter Score (NPS) is a method to assess customer loyalty , and many businesses today consider it to be an important metric. But NPS is far more useful than just a number on a page. In fact, your NPS score is just the beginning. What truly matters is what you do with your NPS survey results.

NPS 199

NPS Net Promoter Score How To Effort Score 199

GetFeedback

FEBRUARY 15, 2019

It’s time to implement a Net Promoter Score (NPS) program. Many companies measure NPS, but few use it to its fullest potential. Unlike conventional surveys, you won’t benefit from sitting back and waiting for NPS results to roll in. NPS can illuminate the customer journey at each stage when properly segmented.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

InMoment XI

OCTOBER 24, 2023

It’s not merely a collection of statistics or a dashboard of metrics. By harnessing the power of historical data, predictive analytics crafts narratives of the future, offering businesses a roadmap to navigate the ever-evolving landscape of customer expectations.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve? And so on.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

SurveySensum

AUGUST 22, 2023

Here we’ll explore the power of conducting SaaS customer feedback, leveraging them through the best practices and strategies. Do data-driven strategy. Feedback drives data-backed decisions, aligning your SaaS roadmap with what truly matters. These CX metrics provide invaluable insights into customer sentiment.

Feedback 52

Feedback Strategy Net Promoter Score B2B 52

InMoment XI

APRIL 3, 2024

By expanding on digital touchpoints and incorporating online channels smoothly into the customer journey, you not only give a voice to those who might otherwise go unheard, but you also exponentially increase the amount of user data available to apply toward marketing, sales, and overall company strategy. The touchpoints it includes are many.

Customer Expectations 260

Customer Expectations Meeting Customer Experience Touchpoint 260

SurveySparrow

SEPTEMBER 18, 2023

By utilizing the right metrics, gathering valuable feedback, and staying updated with the latest trends, you can excel in the realm of customer experience. Defining Metrics Metrics are like measuring tools. Common metrics include Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).

Metrics 52

Metrics Net Promoter Score Customer Experience Customer Journeys 52

Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? A 5-step roadmap to get you started. One of the key tenets of a customer retention strategy is that it relentlessly focuses on value creation.

Customer Retention 87

Customer Retention Strategy Net Promoter Score Employee Engagement 87

SurveySensum

SEPTEMBER 11, 2023

With that in mind, after working with different companies in this industry, we have compiled a list of 13 key SaaS KPIs and metrics of 2023 that you need to start tracking to measure your success. SaaS KPIs are metrics and data points that SaaS businesses use to assess the performance and health of their business. Let’s begin!

Metrics 52

Metrics Effort Score Net Promoter Score Measurement 52

Retently

AUGUST 23, 2023

Some people argue that NPS® doesn’t work effectively for B2B companies. One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience: Most NPS guides are written with B2C brands in mind, using terms like “customers” instead of “clients” or “accounts”.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

InMoment XI

JANUARY 10, 2023

Before you know it, you’ve got different departments using separate technologies and focusing on different metrics—fragmenting your understanding of the customer experience. . Each department has its own set of metrics, uses its own software, and focuses its attention on one specific leg of the customer journey.

Customer Experience 324

Customer Experience Management Customer Journeys Effort Score 324

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. And the best way to understand your customers is by gathering feedback straight from them.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Here’s a roadmap to help you get there: Gather Feedback : Gather feedback on a regular basis from your customers on different aspects of your business, but don’t limit yourself to traditional CSAT or NPS surveys. And the best way to understand your customers is by gathering feedback straight from them.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Kayako

FEBRUARY 13, 2019

There is no shortage of opinion in the market place about Customer Success; what it is, how to execute and whether growth should be a success metric are all hot topics. Are your education courses available on-demand, on a platform with usage metrics easily tracked in one location? Build a Holistic Customer Health Metric.

Customer Success 123

Customer Success Strategy Chief Customer Officer NPS 123

Gainsight

AUGUST 14, 2019

There’s a growing need to follow user progression in-app—it reveals actions and patterns that can affect everything from your product roadmap to revenue goals. Despite the fact that those concerns resonate with companies delivering a product-led GTM (go-to-market) strategy, they are not actually implied across the SaaS ecosystem.

Metrics 107

Metrics Analytics Effort Score Measurement 107

Gainsight

AUGUST 22, 2021

Product-led growth (PLG) strategies are making waves in the SaaS industry—and that’s good news for SaaS product leaders and managers. By placing your product at the center of your growth strategy, your team can boost customer satisfaction, increase renewals, and lower acquisition costs. What is a product-led growth strategy?

Tips 52

Tips Strategy Roadmap Net Promoter Score 52

SurveySensum

NOVEMBER 24, 2021

6-steps to efficiently analyze your NPS program. If you have landed here, I am sure you already know what NPS aka net promoter score is. NPS is a business metric that helps you gauge customer loyalty by asking a simple question, ‘How likely are you to recommend us to a friend or colleague?’. So, here’s what you can do.

NPS 52

NPS Net Promoter Score B2C Effort Score 52

Totango

DECEMBER 7, 2023

In Hodges’ episode of the CS School podcast, she discusses how JLL successfully implemented this strategy, the early benefits they’re seeing in terms of customer outcomes, and the opportunities ahead to establish best-in-class processes. Our hypothesis is that NPS is going to improve for each vertical,” Hodges said. “We

Sales 90

Sales NPS Customer Success Customer Journeys 90

Chattermill

JUNE 3, 2019

Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. customer experience metrics. Why measuring customer experience metrics matter. Net Promoter Score (NPS).

Metrics 85

Metrics Measurement Customer Experience Net Promoter Score 85

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. General business metrics are important as well, so you can tie your activities back to overall company goals. READ THE GUIDE.

Metrics 65

Metrics Net Promoter Score Management How To 65

delighted

DECEMBER 14, 2020

Switching to a more virtual world has sparked the need for customer feedback on updated customer experience (CX) strategies to ensure that all adjustments are as friction-free as possible. What is a customer experience strategy? Starting your customer experience strategy. How am I measuring customer experience?

Strategy 61

Strategy Net Promoter Score Customer Experience Effort Score 61

Retently

JULY 2, 2018

There’s much more to an NPS® survey than just the quantitative rating customers give to your business. Ask the right NPS question to get a constant pulse on your customer satisfaction and you will gain an accurate understanding of how your company, product or service is perceived. NPS question structure. Rating survey questions.

NPS 129

NPS Survey Net Promoter Score Feedback 129

GetFeedback

JANUARY 27, 2020

It requires a systematic approach to gathering feedback then mining and analyzing that data for powerful insights, which drive critical business strategies. ROI: If VoC results aren’t tied to clear financial metrics or business goals, you can’t validate the impact of your program. Step 2: Set clear goals and success metrics.

How To 221

How To Customer Journeys Feedback Survey 221

delighted

AUGUST 24, 2021

In this post, we’ll take a closer look at the definition of acquiescence bias, why it occurs, and the strategies to help you prevent it within your customer feedback program. This is why multiple choice and response scale questions found in NPS , CSAT , or even CES (Customer Effort Score ) surveys are ideal. What is acquiescence bias?

Survey 92

Survey Strategy Net Promoter Score Effort Score 92

Gainsight

OCTOBER 27, 2022

Learn how customer, community, and product-led strategies can build long-term, efficient growth. We’ll dig into building out your roadmap and major milestones for the first year including identifying the need, getting buy-in, building and launching, and measuring success. It’s our favorite time of the year—again!

Strategy 52

Strategy Customer Success Software Roadmap 52

Wootric CX Blog

OCTOBER 1, 2020

To move forward, you need to figure out which specific touchpoints you want to study, which metrics you want to gather, what questions you want to ask, and which channels you want to use to collect that data. So, before you start sending out surveys, think through your voice of customer strategy using your journey map as a guide.

Customer Journeys 52

Customer Journeys Net Promoter Score Survey Strategy 52

Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. My team often collaborated with the product, data science, and strategy and ops teams to understand DoorDash’s users’ needs. It means NPS and it means looking at our back end data. Alyona: Awesome. It means usability testing.

Roadmap 63

Roadmap Analysis Data Company 63