Experience Matters

SEPTEMBER 16, 2015

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. It also includes the summary NPS scores from 2014.

NPS 120

NPS Net Promoter Score Report B2B 120

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

Metrics 76

Metrics Net Promoter Score Data NPS 76

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

Experience Matters

NOVEMBER 4, 2015

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

Report 120

Report Net Promoter Score Effort Score Innovation 120

Beyond Philosophy

JUNE 12, 2015

With all the focus on Customer Experience over the years, and the increasing resource that organizations have put into improving the Customer Experience, what have been the results? The American Customer Satisfaction Index (ACSI) uses an overall U.S. over the four quarters of 2014).

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. But that’s a high-touch model, it’s expensive.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

ijgolding

MAY 20, 2015

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. Regular readers of my blog know by now that I write about the good, the bad and the ugly when it comes to Customer Experience so that others may learn from the experiences that I and people in my networks have.

Net Promoter Score 120

Net Promoter Score How To Effort Score Lifetime Customer 120

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

A good customer success team drives continuous value to the customer at every point in the customer life-cycle journey. Customer success teams use playbooks and strategies in their ongoing efforts to ensure customers achieve operational success and maximize value from your solution offerings.

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

ROI 75

ROI Net Promoter Score CEM Conference 75

ShepHyken

APRIL 18, 2017

Amy Downs on How Customer Obsession Can Drive Your Bottom Line. Are you obsessing about taking care of your customers? Shep Hyken interviews Amy Downs, Chief Customer Success and Happiness Officer at Lifesize, a connected video conferencing company, about why you should be obsessed about taking care of your customers.

Net Promoter Score 74

Net Promoter Score Effort Score Customer Retention Loyalty 74

Retently

JUNE 4, 2018

The quote pretty much sums up the whole purpose of adopting Net Promoter Score ® – using the captured insights to close the feedback loop. Customer feedback loop depicts the process of continuous enhancement based on the customers’ insights about the business they interact with. Promoters: show gratitude.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. Numerous companies use NPS today to measure customer loyalty, and the reasons to implement NPS are many.

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Since 1994, the ACSI score rose from 74.8

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

Beyond Philosophy

APRIL 7, 2016

Last year, I questioned whether Customer Experience had delivered the goods. This year, I question whether Customer Experience is the problem. This year, I think Customer Experience isn’t failing us; we are failing Customer Experience. Since 1994, the ACSI score rose from 74.8

Net Promoter Score 60

Net Promoter Score CEM Consulting Customer Satisfaction 60

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

Every customer success metric you can measure falls into one of these four categories: Customer Health Metrics. Customer Financial Metrics. Customer Usage Metrics. Customer Success Team Performance Metrics. In this blog series, we’ll examine each customer success metric category in separate blogs.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

Customer Bliss

APRIL 26, 2016

In this episode, I speak with Margie Dillon, the EVP and Chief Customer Officer for Liberty Mutual , about her unusual path from Chief Financial Officer to Chief Customer Officer. Finally, Margie and I discussed the build-out and results coming from their new and quite extensive customer room. in net written premium annually.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

Beyond Philosophy

JULY 9, 2015

My angle is typically about Customer Experience. My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. Especially, as it turns out, when you consider your female Customers.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

Beyond Philosophy

JUNE 16, 2015

Amazon’s tries hard to provide an excellent experience for their Customers. By consistently doing what it takes to build an excellent Customer Experience, Amazon enjoys an excellent reputation as a brand and continues to grow in influence and strength. To see all the scores, click here.

Net Promoter Score 60

Net Promoter Score Social Media Advertising Case Study 60

SurveySparrow

FEBRUARY 18, 2024

What is it that’s making you look for a Customer Thermometer Alternative? The team and I spent a whole day finding the best alternatives to this customer feedback platform. What is Customer Thermometer ? Customization is limitless with instant survey design options and an icon playground.

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

delighted

JUNE 21, 2019

Whether you’re a B2B or B2C company, relevance and longevity in your industry depend on how well your products answer the needs of your customers. However, when the time comes for you to demonstrate that understanding — during a sales conversation, customer service interaction, or through the product itself — how do you think you measure up?

Feedback 54

Feedback Net Promoter Score Effort Score Survey 54

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? Instead of asking the magic 8-Ball oracle, we turned to 8 exceptional customer success professionals and asked them to share their insights on the future of the industry. It is abundantly clear that the future is very bright for customer success! Moving Beyond SaaS.

Customer Success 48

Customer Success Chief Customer Officer Net Promoter Score e-support 48

Kayako

DECEMBER 31, 2015

This year, we’ve seen the customer support community continue to grow, with small tribes setting up all over the internet and producing great support content. Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. The best of customer experience.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

Kayako

MARCH 14, 2022

The industry has the fourth-highest churn rate, after cable, financial, and general retail, meaning that 21% of new Telecom customers will stay less than a year with the same Telecom provider. The cost of acquiring new customers is up to 25 times higher than retaining them. We know that customers hate to wait.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Retently

AUGUST 22, 2018

However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. Satmetrix NICE 2018 NPS Benchmark by Industry. For instance, according to U.S.

Airlines 83

Airlines Customer Satisfaction NPS Net Promoter Score 83

delighted

APRIL 5, 2019

You’ve collected, analyzed, and derived insights from customer data - now what? The customer will be waiting for acknowledgement or an update from your company, so creating an efficient, organized, and candid system to close the loop with your clients and make the required changes you need is vital. Taking action on customer feedback.

Feedback 44

Feedback Customer Experience How To Effort Score 44

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. But, this is not without its challenges.

Banking 45

Banking Management Net Promoter Score Financial 45

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. If you are really listening and understanding customer sentiment, your customers’ feedback will not only prevent fines, but identify areas for improvement as well. But, this is not without its challenges.

Banking 45

Banking Management Net Promoter Score Financial 45

SurveySparrow

SEPTEMBER 21, 2020

How can you figure out what your customers or audiences are thinking? And we, at SurveySparrow, believe that online surveys can help your brand grow and develop in-depth customer relationships. Customer Satisfaction Surveys. NPS (Net Promoter Score) Surveys. Use Online Surveys to Retain Your Old Customers.

ROI 45

ROI Survey Return on Investment Social Media 45

Tricia Morris

JUNE 4, 2015

presidential race, some recent pre-election polling questions regarding public perception also seem to ring true for brands’ and organizations’ customer service and customer experience efforts. Honesty and trustworthiness are also seen as key to the customer in brand perception. In watching the coverage of the 2016 U.S.

Brands 40

Brands Customer Service Net Promoter Score Survey 40

SurveySparrow

JANUARY 24, 2020

We’re not satisfied if they become a customer. Since its launch in 2014, Slack has been accumulating users in the millions and is considered as the fastest growing business app in all of history. Net Promoter Score is an indicator of customer experience and a predictor of business growth. What is NPS?

NPS 52

NPS Survey Net Promoter Score Feedback 52

Grade.us

JUNE 2, 2020

When you’ve invested in review management, on the one hand, you’re deciding to proactively generate reviews from your customers to drive loyalty, celebrate your happiest evangelists, and create valuable user generated marketing materials. Create and customize your own review funnel , via custom landing pages.

Software 47

Software Management Net Promoter Score Multi-Channel 47

Smith+co CX

FEBRUARY 19, 2014

Every brand wants a relationship with its customers. Customers too want to be loved, but do they think about their interaction with a brand as a relationship? The annual Edelman survey found that increasingly customers are choosing brands on emotional and relationship-based criteria. February 2014 - Barclays pays bonuses of £2.4

Net Promoter Score 34

Net Promoter Score Banking Brands Financial 34