Comm100

NOVEMBER 13, 2022

A Complete Guide of Tools, Tech & Tips. This meant a shift away from efficiency metrics towards agent wellbeing. In a live chat environment, surveys can be established post-chat to capture things like ratings and comments, or more defined metrics like a Net Promoter Score. Founded: 2007.

Tools 189

Tools Customer Service Tips Omni-Channel 189

Amity

FEBRUARY 10, 2017

Around 2007, I decided to move into the post-sales world because I wanted to get closer to the product, to the value proposition, and to the customer challenges that can be addressed through software. On a deeper level, it allows users to discuss exactly how they get stuff done, and to share tips and best practices.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Beyond Philosophy

APRIL 20, 2016

The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. By focusing on tipping the balance toward the positive, you bring those customers back again, because they valued how you made them feel. However, the NPS score as a metric has plateaued for many organizations.

Measurement 60

Measurement How To NPS Net Promoter Score 60

Beyond Philosophy

APRIL 20, 2016

The “Net” in NEV refers to the net effect of those emotions for customer loyalty and retention. By focusing on tipping the balance toward the positive, you bring those customers back again, because they valued how you made them feel. However, the NPS score as a metric has plateaued for many organizations.

Measurement 60

Measurement How To NPS Net Promoter Score 60

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. Another Customer Lost?

NPS 52

NPS ROI Social Media Effort Score 52