Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

PeopleMetrics

OCTOBER 22, 2015

In our last post, we covered the difference between customer satisfaction and customer effort score. Both of those metrics are good for examining transactional elements of the customer experience. In this post, we’ll take a look at two more advanced fits: Net Promoter Score and customer engagement.

Net Promoter Score 48

Net Promoter Score Customer Engagement NPS Engagement 48

Retently

MARCH 18, 2019

Does your company retain its customers or take them for granted? Customer retention is one of the most important aspects of growing your company, yet it’s one that many companies overlook, focusing more on acquiring new customers. After all, brands with high customer retention are usually companies with high NPS score.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Wootric CX Blog

AUGUST 4, 2020

But, you’ll also need metrics that tell you, more granularly, what’s going on and why at each stage of the customer journey. So we also use Customer Journey Metrics like Net Promoter Score, Customer Effort Score, Customer Satisfaction, etc. Customer Retention Cost (CRC).

Metrics 52

Metrics Effort Score Net Promoter Score Self Service 52

Amity

OCTOBER 31, 2016

I’m the VP, Customer Success here at Uberflip. The first being product adoption, the second being customer retention, and the third being customer expansion. It might help to start with a bit of a history, give that, relative to other teams here at Uberflip, Customer Success is still very new.

Customer Success 0

Customer Success Customers Metrics Sales 0

Bold360

DECEMBER 1, 2016

. “The biggest mistake companies make evaluating and purchasing customer care software is…” Not utilizing the power of their CRM! CRMs are under-utilized for customer retention. That being said, the vast majority of CRMs are perfectly suited towards customer retention.

Software 40

Software Customer Experience Company CRM 40