SurveySparrow

MAY 9, 2021

Survicate: Survicate was established in 2013. Survicate is on a mission to help businesses collect and act upon customer’s feedback. Being a survey and NPS software, Survicate also specializes in targeted surveys that can be integrated on websites, web apps, and mobile apps. Let your customers know that you are open to feedback.

Survey 52

Survey Net Promoter Score Effort Score NPS 52

Experience Matters

JANUARY 20, 2015

Activision demonstrates its commitment to creating great game player experiences in a multitude of ways, such as emphasizing the use of player feedback to identify improvement opportunities. The latter effort has already resulted in reduced repeat calls, improved accuracy, and a higher Net Promoter Score (NPS). Crowe Horwath.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Maru Group

AUGUST 1, 2018

Initially launched in 2013, Have Your Say has evolved over the past five years, and continues to deliver tangible outcomes for Yodel, transforming their business both internally and externally. As Yodel’s business has evolved, Have Your Say has grown alongside – Maru/edr have taken it from a customer feedback survey to a way of working.

Customer Experience 40

Customer Experience Transportation Retail NPS 40

Confirmit

OCTOBER 30, 2018

Customer feedback translates into real changes. Key examples of customer feedback resulting in immediate company changes and improved customer service include: Online chat: Customers shared online chat was a positive experience for getting their questions and issues resolved, however it was hard to find the chat button on the website.

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

Gainsight

MAY 7, 2020

When CX is integrated with CS workflows, CSM and Sales teams have easy visibility into survey responses and can follow-up on negative feedback (e.g., to learn and make the customer feel heard) or positive feedback (e.g., post-case, post-sale, post-onboarding, NPS) and analysis into Gainsight. for advocacy or expansion).

Software 59

Software Customer Experience Survey Analytics 59

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. NPS – Net Promoter Score. NPS: The Metric to Measure When the Goal is Growth. What is NPS? NPS is a customer experience metric focused on loyalty.

NPS 150

NPS Metrics Effort Score Customer Experience 150

GetFeedback

JANUARY 8, 2020

In 2013, the Stealthwatch team needed to gauge customer satisfaction after support case resolutions. ” Originally, the team only needed a tool that could handle case closed NPS surveys. However, they found GetFeedback powered by Salesforce to be much more versatile than basic use cases like NPS and CSAT.

Customer Satisfaction 39

Customer Satisfaction NPS Survey Customers 39

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. As they put it “ most enterprise software sucks because product teams design it based on feedback from buyers.

Roadmap 59

Roadmap ROI NPS Customer Success 59

Ian Williams

DECEMBER 11, 2015

The number of companies we come across that do CSAT or NPS just ‘to understand how well we’re doing’ is incredible. The Tempkin survey from 2013 told us that 74% of companies said that they actively solicited customer feedback, however only 30% of them did anything with the results in terms of driving transformational change.

Customer Journeys 40

Customer Journeys Exercises Customer Satisfaction NPS 40

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. Airlines 2013 | By No. For instance, despite flying 16.1

Airlines 76

Airlines Customer Satisfaction NPS Net Promoter Score 76

Gainsight

JULY 7, 2021

I can pretty vividly remember the first Pulse conference I attended back in 2013. Gainsight hosted Pulse 2013 at the Four Seasons in San Francisco, California. Your event NPS will give you a great indicator of your event’s success, but the real gold is in the free-text responses. Julie’s post is a must-read!

Social Media 45

Social Media Conference NPS Customer Success 45

Retently

SEPTEMBER 3, 2023

Given the dynamic hospitality landscape, where user experiences can make or break a business, Airbnb stands as a prime example of how customer feedback can shape an industry giant. In a time of endless choices, interpreting customer feedback is key to staying competitive – a lesson Airbnb excels in.

Net Promoter Score 78

Net Promoter Score Survey NPS Touchpoint 78

SurveySparrow

JANUARY 28, 2020

SurveySparrow: You’ve worked with some recognizable companies in the past and then by the year 2013, you founded Heart of the Customer. Similarly, many seem to think that merely publishing a Net Promoter Score (NPS) that indicates your employees need to provide a better customer experience will somehow magically empower them to do that.

Customer Journeys 52

Customer Journeys Net Promoter Score Effort Score Customers 52

CustomerSuccessBox

JUNE 8, 2022

She has been consistently voted top Customer Success strategist since 2013 and is frequently featured as a speaker at conferences and Customer Success publications. But the days where you set up customer success to fight churn, you know, that’s just so 2013. Irit Ezips is the Chief Customer Officer and CEO at CSM Practice.

Management 52

Management How To Effort Score Customer Success 52

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In Read more about how NPS works here.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Chattermill

JULY 30, 2018

The Customer Experience Technology Stack | Feedback Collection. The Customer Experience Technology Stack | Feedback Collection. Gather feedback easily with these tools. That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” by Sam Frampton.

Feedback 40

Feedback Technology Customer Experience NPS 40

Kustomer

JANUARY 21, 2021

Things like NPS work really good in the consumer space or JD Power, kind of like ratings work good in the consumer space, but they’re not really diagnostic or prescriptive enough for a B2B. And then on the opposite side, maybe tens, if not hundreds of people that are delivering the value to those customers. Gabe Larsen: (08:11).

B2B 95

B2B Company B2C Customer Centricity 95

inQuba

APRIL 24, 2022

In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow” 1 in the Harvard Business Review (HBR). I noted that, according to Wikipedia, about two-thirds of Fortune 1000 companies have rolled out an NPS program in the years since.

Net Promoter Score 52

Net Promoter Score Omni-Channel Customer Journeys NPS 52

CSM Magazine

JULY 15, 2021

The benefits of working with an existing BigChange user are instant as systems link together to provide real-time updates and sharing of worksheets, solving a number of customer-facing issues as well as allowing us to capture customer feedback about our contractor network for the first time.” ” About BigChange.

CRM 52

CRM Innovation NPS System 52

SurveySensum

JULY 14, 2020

He founded Feedbackly, a customer feedback software in 2012, and CXForum, a CX network CX of CX professionals and companies to bring knowledge and methods together to create better experiences unconditionally in 2019. As Head of Global NPS he set up best-in-class Net Promoter Score (NPS) programs throughout Europe and Asia.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. For example, they reduced comment volume by 2.8%

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

This record-breaking number was an increase of about 40% over 2013, which was the previous high. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. For example, they reduced comment volume by 2.8%

Banking 45

Banking Management Net Promoter Score Financial 45

Magellan Solutions

MARCH 10, 2022

This can lead to longer handle times and lower customer-centric metrics like first-call resolution (FCR), customer satisfaction (CSAT), customer effort score (CES), and Net Promoter Score (NPS). Be honest about the challenges you face and problems you foresee, giving real-time feedback as you go.

Financial 40

Financial Tips Net Promoter Score Effort Score 40

Chattermill

AUGUST 29, 2018

That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” Chattermill applies artificial neural networks to customer feedback that learn from your data and help you make more customer centric decisions. You also need to know the “why?”.

Technology 40

Technology Customer Experience Consulting Analytics 40

Chattermill

AUGUST 29, 2018

That means conducting frequent NPS surveys, but also a little more. Your NPS score is just the raw data, the “what.” Chattermill applies artificial neural networks to customer feedback that learn from your data and help you make more customer centric decisions. You also need to know the “why?”.

Technology 40

Technology Customer Experience Consulting Analytics 40

NobelBiz

OCTOBER 30, 2020

In Walker’s 2013 “The Future of B-to-B Customer Experience” study, the consulting firm predicted that as early as 2020, the key elements of brand differentiation will not be the price or the product, but rather the customer experience. Get Customers Feedback What people want to know is that their needs are understood and addressed.

Call Center 52

Call Center Customer Service How To Net Promoter Score 52

AskNicely

JUNE 11, 2017

Struggling to get your head around NPS and what it means for your business? So we asked Aaron to give us the ultimate beginners guide to the what and why of NPS. NPS is a simple but scientific way to make more money with your business. Harvard loves to talk about NPS. Your whole team sees customer feedback in real time.

NPS 150

NPS Net Promoter Score Case Study Hotels 150

Pointillist

AUGUST 18, 2021

And almost half of all organizations said they track KPIs like NPS ® and CSAT, but have no real way to quantify their impact on business outcomes like cost to serve and revenue. And 41% of CX teams said that the top barrier to quantifying CX ROI is that CX metrics like NPS and CSAT are difficult to translate into revenue and costs.

Customer Journeys 40

Customer Journeys Self Service Omni-Channel Measurement 40

Amity

OCTOBER 31, 2016

So we work with our engineering team to ensure we're developing customer-centric features and that customer feedback is being regularly incorporated into our platform. Around 2013, we started to shift our focus. We’ve been really successful in listening to our customers’ feedback and incorporating it into our platform.

Customer Success 0

Customer Success Customers Metrics Sales 0

SurveySparrow

FEBRUARY 8, 2021

NPS score works both as loyalty metrics and as a way to improve loyalty over time. You can measure your employee and customer feedback about your brand with the help of it. . But, if you say NPS score is a perfect metric to track customer advocacy, you are unrealistic. . NPS score is not a complete metric.

Net Promoter Score 52

Net Promoter Score NPS Survey Metrics 52

TechSee

DECEMBER 5, 2017

Founded in 2000 and headquartered in Norway, Questback Customer Touchpoint provides enterprises with a comprehensive view by automatically collecting process-driven customer feedback at key customer interaction points across multiple channels. Customers appreciate: The feeling that their feedback is important and acted upon.

Contact Center 116

Contact Center Customer Satisfaction Technology Self Service 116