Remove 2001 Remove Feedback Remove Measurement Remove NPS
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Lesson #6: You Have To Use NPS, But You Should Also Include Other Measures of CX In A Transactional VoC Survey

PeopleMetrics

As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.

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#CXSecrets: Collecting Feedback IS a Touchpoint

PeopleMetrics

Numbers aside, though, companies often tend to overlook one vital touchpoint when conducting these mapping exercises: the touchpoint of asking their customers for feedback. Optimizing the feedback collection experience. Think really hard about how you're interacting with your customer when you're asking them for feedback.

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5 Recommendations for Reopening your VoC Program

PeopleMetrics

Pre-COVID-19, many VoC programs were mature and focused on higher order needs, such as how to measure emotional connections with customers, exceed service expectations, etc. Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. After the NPS Safety question, add an open-end to learn more.

CEM 121
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Top 5 Customer Service & CX Articles for Week of February 19, 2024

ShepHyken

How to Become One of the Top Customer Satisfaction Companies by John Dijulius (John Dijulius) Forbes’ latest ranking, “Best Customer Service,” highlights the companies that, according to consumer feedback, stand out with high customer satisfaction scores for delivering exceptional service in the United States.

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Build Your VoC Program From Where You Are: Part 1 - Building Phase

PeopleMetrics

NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship. Are you measuring these digital experiences and improving them? The next step is to figure out how to obtain the customer information needed from that moment of truth, so you can collect customer feedback on that experience.

CEM 83
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#CXSecrets: Use Internal Benchmarking to Quickly Enhance CX

PeopleMetrics

Business leaders use this all the time as a way to set standards for performance evaluation on metrics such as Net Promoter Score (NPS) or overall satisfaction; and many look to external benchmarking results as key indicators for how to improve customer experience. The 40 Lessons That Turn Customer Feedback into Gold.

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Communicate, Communicate, Communicate — To All Internal Stakeholders — Or You Will Regret It

PeopleMetrics

This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Once customer feedback via VoC begins to roll in, you are not done! Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold.