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. Fred Reichheld, Bain & Company.

Feedback 60

Feedback Net Promoter Score NPS Effort Score 60

delighted

JUNE 21, 2019

It helps you understand the drivers behind customer decisions, provides feedback for improved experiences, and facilitates innovation and thinking for new offerings. When the Voice of the Customer comes through in real time, that feedback can change the trajectory of your business. Customer feedback collection VoC tools run the gamut.

Feedback 54

Feedback Net Promoter Score Effort Score Survey 54

SurveySparrow

FEBRUARY 18, 2024

The team and I spent a whole day finding the best alternatives to this customer feedback platform. Source: customerthermometer.com Customer Thermometer is a customer feedback software that makes measuring customer satisfaction simple and quick. Or perhaps, you want something new to try out. What is Customer Thermometer ? The best part?

Multi-Channel 52

Multi-Channel CRM Tourism e-support 52

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

APRIL 7, 2015

Nominees are rated based on their capabilities, results, and client feedback. The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Desirree Madison-Biggs (Customer Experience/NPS Programs Director at Airbnb.), This year’s crop of candidates was quite competitive.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

delighted

OCTOBER 22, 2019

The value of a strong Net Promoter Score (NPS) is that it can indicate if your business is delivering on the promises that it’s making to customers. For instance, high NPS scores positively correlate to customer retention, referral acquisition, and strong brand awareness. But first, let’s take a quick look at how NPS is measured.

Net Promoter Score 41

Net Promoter Score Case Study Study NPS 41

Amity

OCTOBER 5, 2016

Launched in 2014, Typeform has already reached over 1.5 There is Customer Support, Customer Experience, Education, Account Management, and Sales. It eventually became a size which I was not able to manage on my own. At this point, I started to feel the need to create more structure and to have other managers.

Customer Success 129

Customer Success NPS Metrics Culture 129

CustomerSuccessBox

JUNE 8, 2022

We, at CustomerSuccessBox , spoke to some of the Top Customer Success Influencers to know how they manage churn! Check out Irit’s interview where she gives insights into how you can manage churn efficiently. . Q: Who should be responsible for managing ‘churn’ in a firm? The following is what she has to say.

Management 52

Management How To Effort Score Customer Success 52

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Despite most brands declaring to be customer-centric, many CX programs have failed to realise the full potential of an experience management program. Customer Feedback is Crucial in the Empathy Economy .

Customer Experience 69

Customer Experience Analytics Survey Feedback 69

Chattermill

SEPTEMBER 4, 2018

Through word-of-mouth marketing tracked by NPS. It’s that customer feedback was central to building momentum with users. By continually gathering feedback Slack was able to identify small changes that made a significant impact on the companies growth. We will take user feedback any way we can get it. by Sam Frampton.

Net Promoter Score 40

Net Promoter Score NPS Advertising Feedback 40

CSM Practice

FEBRUARY 24, 2020

When combined with contributions from the Customer Success Manager, these customer success metrics accurately determine customer health so companies can improve customer relationships , satisfaction, and promote retention. 5. Net Promoter Score (NPS). NPS = Percentage of Promoters – Percentage of Detractors.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

CSM Practice

FEBRUARY 24, 2020

When combined with contributions from the Customer Success Manager, these customer success metrics accurately determine customer health so companies can improve customer relationships , satisfaction, and promote retention. 5. Net Promoter Score (NPS). NPS = Percentage of Promoters – Percentage of Detractors.

Metrics 52

Metrics Net Promoter Score Customer Success Customers 52

Waypoint Group

FEBRUARY 4, 2016

A better KPI: Rather than just focusing on NPS (an outcome that measures customer relationship strength) Dell decided that a leading KPI was critical. We frequently propose this method throughout the customer feedback effort. B2B tools that focus on Account-based management do this out-of-the-box. 2 key take-aways: 1.

Net Promoter Score 40

Net Promoter Score Metrics B2B NPS 40

Chattermill

JULY 31, 2019

Coupled with this is the rise of data collection tools which allow companies to harvest valuable customer feedback. It is now far easier to listen to and understand your customer feedback than ever before. Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores.

Customer Centricity 45

Customer Centricity Social Media Touchpoint Effort Score 45

delighted

JANUARY 7, 2020

This means that brands need to measure and manage customer experience at every stage of the customer journey, and nothing highlights this more than how disappointed customers currently are in the quality of mobile brand interactions. Survey your customers for employee feedback.

Trends 40

Trends Brands Customer Experience Survey 40

Chattermill

JULY 31, 2019

Coupled with this is the rise of data collection tools which allow companies to harvest valuable customer feedback. It is now far easier to listen to and understand your customer feedback than ever before. Browse their websites, and it won’t take long to see them proudly referencing their NPS or Trustpilot scores.

Customer Centricity 40

Customer Centricity Social Media Touchpoint Effort Score 40

Customer Bliss

APRIL 26, 2016

Consult an old post of mine from 2010 on essential customer service metrics for more, or another deep dive from Client Heartbeat in 2014. 13:46: When Liberty Mutual initially tried a ‘Voice of the Customer’ program, response rates and turnaround time were poor; changed the process for timeliness and feedback.

Chief Customer Officer 100

Chief Customer Officer Engagement Net Promoter Score Insurance 100

PeopleMetrics

JANUARY 23, 2015

Culture” took home the prize in 2014. customer feedback leads to internal improvements). We have all the tools for customer understanding and listening in place, what we need now is a way to measure and manage the cultural engagement piece.". They have closed-loop feedback systems. They know who their ideal customer is.

Customer Centricity 48

Customer Centricity Culture Customer Journeys Roadmap 48

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Kayako

MARCH 14, 2022

Other ways to improve customer churn KPI are investing in network optimization and managing the customer’s lifetime value. Lastly, no one likes to dwell on negative feedback, but customer complaint analytics are important. Net Promoter Score (NPS). Score value 7 – 8: Passives who are unlikely to say much either way.

Net Promoter Score 156

Net Promoter Score Company Customer Service Social Media 156

Gainsight

JULY 7, 2021

The result, as Moore explained, was that “Customer Success Management would soon ‘cross the chasm’ as a mainstream discipline across all businesses and industries.”. 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

Elevio

APRIL 12, 2017

Shinesty started in 2014 when Chris (CEO/Co-Founder) and Jens (CMO/Co-Founder) were buddies at CU who originally wanted to rid the world of boring clothing. Our 90 NPS score, 9.9 Everyone needs feedback, even leadership. Originally when I joined in May of 2016, I was Shinesty’s Director of Customer Experience. CSAT, and 6.6

Effort Score 40

Effort Score Airlines Measurement Brands 40

Clarabridge

MARCH 8, 2017

The Wall Street Journal reports that in 2014, US and European banks paid nearly $65 billion in penalties and fines. Some of these penalties are directly tied to ineffective complaints reporting and management. Having a system in place for better complaints management is the first step. 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. Some of these penalties are directly tied to ineffective complaints reporting and management. Having a system in place for better complaints management is the first step. But, this is not without its challenges.

Banking 45

Banking Management Net Promoter Score Financial 45

Currency Alliance

FEBRUARY 10, 2020

It also rewards customers with points for participating in product reviews – providing valuable feedback data – and the opportunity for customers to earn on non-purchase touchpoints. As a result, the supermarket’s NPS has gone up and up. On low margin items, you can still give 0.25% or 0.5% At the time.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

Amity

APRIL 24, 2017

Since 2014, Loopio has been helping hundreds of companies win more business by supercharging their response process for RFPs, RFIs, and Security Questionnaires. Along with my two Co-founders, we created Loopio in January of 2014. They manage different types of customers and focus on the proactive “coaching” activities.

Customer Success 93

Customer Success Culture Metrics Customers 93

ProProfs Chat

AUGUST 8, 2019

In 2014, Consumer Reports claimed that burgers by McDonald’s taste dead in comparison to other chains. Understand this – The franchisee manages everything, right from employee training to the execution of every process. Get Detailed Feedback. The training helps managers learn how to: provide genuine care.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51

Amity

JANUARY 11, 2018

When she joined in 2014, Justine Burns was Jobber’s first Customer Success hire. Our hiring managers have to submit all applicants to culture interviews before hiring them. Our customers now hold us more accountable than ever, so we get more feature requests and more feedback on the product.

Customer Success 94

Customer Success Abandon Rate Culture Customers 94

Amity

OCTOBER 31, 2016

Uberflip helps over 1,400 marketers to create, manage, and optimize content experiences every day. I graduated wanting to go work as a Brand Manager for a big fortune 500 company. And that mentality was already built-in when I joined the team in 2014. I went to school for brand communications and marketing.

Customer Success 0

Customer Success Customers Metrics Sales 0