Horizon CX

APRIL 1, 2024

Voice of the customer (VOC) program: The organization has a systematic process for collecting and analyzing customer feedback. Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. This feedback can be used to identify areas for improvement and track your progress over time.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Kayako

OCTOBER 23, 2017

Customer feedback loops suffer from a lack of commitment. Most teams believe that a response to their customer marks the end of a closed-loop feedback system. Departments that could help improve the business end up swimming in an ocean of valuable feedback that isn’t acted upon. Close the loop with the customer.

Feedback 136

Feedback Net Promoter Score e-support Metrics 136

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Nominees are rated based on their capabilities, results, and client feedback. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform. Clarabridge. NICE Systems.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Retently

AUGUST 9, 2018

However, let’s go a little deeper, and look into the benefits of collecting, analyzing, and acting on customer feedback: 1. By 2015, Cayenne sales generated around half of the Porsche’s total profit. Gather and Analyze All Customer Feedback. Use Customer Feedback Surveys. Consider NPS Surveys to Get Customers a Voice.

Feedback 104

Feedback CEM Net Promoter Score Social Media 104

Lumoa

JULY 10, 2018

Companies receive real time feedback in massive volumes, if they only start listening to their customers. Most organizations, who receive large amounts of customer feedback data, can buy text analytics solutions which help in making sense of the data and transform the chaotic customer voice data into structured info.

ROI 303

ROI Customer Experience NPS Financial 303

Wootric CX Blog

MAY 12, 2020

It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. Wait, what is NPS exactly? ” Setting up an NPS program? Have questions?

Net Promoter Score 98

Net Promoter Score NPS Effort Score Feedback 98

Waypoint Group

MARCH 27, 2019

A TopBox-client since 2015 asked us to help them predict future financial outcomes based on the operationalized B2B-customer feedback data that they had been harvesting over the past 4 years. not responding to feedback requests or joint account planning processes). Get customers to provide feedback! And by how much?

NPS 40

NPS Financial B2B Exercises 40

CloudCherry

FEBRUARY 11, 2019

Back in 2015, Solarity was looking at ways to differentiate the organization. Silos NPS Survey Fatigue Rapidly increasing member expectations Journey mapping. ” NPS & Other Metrics. But currently, NPS- Net Promoter Score is one of the only ways people track CX. We’re getting that feedback.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Dapresy

JULY 2, 2020

In our last article , we went over NPS calculation and mentioned the use of factor average. Now, we’ll dive a bit deeper into factor average, as this function can be used for more than to calculate NPS. This solution works if you want to compare results within just 2015. You will see that 2015 had 3.06

NPS 61

NPS Report Examples System 61

Retently

MARCH 18, 2019

After all, brands with high customer retention are usually companies with high NPS score. Market Leaders’ NPS Scores. Given that an NPS score averages between -100 and 100, it’s clear the NPS scores of these top companies match their brands’ level of popularity. Moreover, this was a 6% increase from 2015.

Net Promoter Score 133

Net Promoter Score Omni-Channel Company NPS 133

Alida

NOVEMBER 25, 2016

Others use feedback to help advertising partners prove campaign ROI, which strengthens partnerships and increases ad sales. The media giant gathers feedback on advertising, editorial content and product ideas. The result: 85 percent reduction in research costs in 2015 alone. million in open opportunities.

ROI 100

ROI Measurement Brands Net Promoter Score 100

BirdEye

AUGUST 29, 2023

Better your Business with Customer Feedback Want to see the impact of Birdeye on your business? Businesses can measure customer satisfaction by conducting surveys, customer interviews, and analyzing customer feedback across various channels. Ask for feedback Asking for feedback is crucial. Watch the Free Demo Now.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

AskNicely

JUNE 18, 2015

2015 is the year of the Net Promoter Score (NPS). Slack, Zendesk, Salesforce and thousands of other companies are pinning NPS as one of their main reasons for such rapid growth, and it comes at no surprise. This dramatically improves the response rate and the engagement you receive from your customers.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Daniel Group

JUNE 29, 2021

How does Customer Experience and Price really impact your NPS®? However, according to a 2015 Forrester study , price is the primary driver for only about 8% of B2B customers, and good service trumps low price by a long shot. Those customers who mentioned price as something that could have been better had an NPS of 61.9

Net Promoter Score 52

Net Promoter Score Customer Experience NPS B2B 52

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! You must use feedback, data, and metrics to do that. Image courtesy of Pixabay Are you adding data to your journey maps? You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps.

Customer Journeys 86

Customer Journeys Data Effort Score First Call Resolution 86

Responsetek

MAY 7, 2018

Companies with employees actively monitoring the VoC improve their NPS or Overall Satisfaction significantly faster than companies with employees who aren’t. It has been a long standing tradition for organizations to keep their employees away from customer feedback. Reward outweighs risk: Sharing customer feedback with your frontline.

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

Lumoa

APRIL 1, 2020

If the customer satisfaction (CSAT) and net promoter score (NPS) surveys that you’ve got in place help you understand how your customers feel, why would you change them? Take, for example, Unilever, which in 2015 generated $60 billion in revenue with a sales growth of 4.1%. Nothing should ever remain static.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Thematic

SEPTEMBER 18, 2018

If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)? Ultimately the focus should be on the feedback itself and less on the score.

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

Customer Bliss

AUGUST 15, 2017

After leading the Customer Relations team for Thomas Cook in Germany she built up and developed an industry-leading Quality Management function for the whole Group with a focus on continuously improving the companies’ hotel portfolio and helping hotels to improve their quality and their customer experience by working actively with Customer feedback.

Travel 204

Travel Industry Hotels Customer Journeys 204

GetFeedback

MARCH 13, 2019

The Net Promoter Score (NPS) metric is the perfect way to determine which customers are your brand advocates (NPS Promoters), which customers are moderately happy with your brand (NPS Passives), and which customers have encountered a bad experience along the way and would not recommend your services or products (NPS Detractors).

NPS 186

NPS Net Promoter Score How To Survey 186

SuiteCX

MARCH 31, 2015

Governance in Customer Journey Mapping March, 2015. ©2015 suitecx – Confidential Customer Journey Mapping Governance is at the top of the maturity curve Source: DataFlux Unaware Reactive Proactive Predictive People, Process, Technology Adoption Reward Risk CJM Architecture CJM Management CJM Governance.

Customer Journeys 100

Customer Journeys Government CEM Omni-Channel 100

BirdEye

OCTOBER 5, 2023

Brand perception surveys These are used to gather direct feedback from your target audience. Adaptability: Stay responsive to market trends and consumer feedback, like how Netflix evolved from a DVD rental service to a streaming powerhouse. It shows you respect their opinion and think highly of their feedback.

Examples 64

Examples Measurement Brands How To 64

Customer Guru

MAY 1, 2018

This article is framed in a question-answer format; please feel free to share your feedback on the article too. The thought became a reality in 2015 when we achieved an NPS rating of 70. When we started, our NPS rating was less than 10, and now it has reached 70 in just two years. We would be more than happy to help.

Customer Success 70

Customer Success NPS Customer Centricity Course 70

ProProfs Chat

JUNE 11, 2020

All these decisions are now made after they collect customer feedback and research every factor that might be responsible for the success or failure of the venture. Leicester City proved that the model still works by winning the English Premier League in 2015/16. This data-driven model has even found its way into other industries.

Data 64

Data Net Promoter Score Study e-support 64

Daniel Group

AUGUST 19, 2020

The company made consistent improvement over the years, but gains were small in the 2015 period (see chart below).?Managers The company’s Net Promoter Score (NPS) improved to almost 84% in 2019. Year-to-date 2020, the NPS ® stands at 86%. Customer complaints are down dramatically. Satmetrix Systems, Inc.,

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

Daniel Group

JULY 16, 2021

How does Customer Experience and Price really impact your NPS®? However, according to a 2015 Forrester study , price is the primary driver for only about 8% of B2B customers, and good service trumps low price by a long shot. We can also see how specific drivers affect a customer’s NPS® (Net Promoter Score, likelihood to recommend).

Customer Experience 52

Customer Experience Net Promoter Score B2B NPS 52

OpinionLab

MARCH 17, 2016

I want to focus on the value of context: where customer feedback comes from, how you collect it and how each layer incrementally contributes value to the customers’ comment as VoC insight. These may include an overall score for the experience, the 3Es (emotion, effort and effectiveness), task completion, purpose of visit or NPS.

Policies 108

Policies Effort Score Touchpoint Retail 108

SurveyGizmo

JANUARY 16, 2018

Unintuitive customer experience (CX) surveys were used to collect feedback from customers and internal employees. Better measurement of customer experience and loyalty via NPS surveys. Internal surveys to capture employee feedback. NPS Surveys. Vertafore utilizes Net Promoter Score (NPS) surveys with its CX strategy.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 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

Survicate

MARCH 20, 2019

Micah Solomon wrote [a Forbes piece] about his visit to our office in 2015, when he saw a Nextiva employee record a video response in real-time to a tweet that came in with a question about a service we didn’t offer”. Which brings us to another distinguishing characteristic of customer-centric companies: Collect and anticipate feedback.

Tips 85

Tips Customer Centricity Social Media Insurance 85

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

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Albeit cliched, employees are consistently overlooked when it comes to the feedback that they can provide to leadership. Survey your customers for employee feedback.

Trends 40

Trends Brands Customer Experience Survey 40

CX Workout - Ideas Blog

DECEMBER 22, 2020

2015 further confirmed that gratitude fosters commitment and enhances loyalty. This was then followed up by asking NPS for both brands. Below are the collective NPS scores for the brands that went above and beyond and the brands that let people down. Eggert et al.,

NPS 52

NPS Financial Survey Effort Score 52

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. So nothing new here really, but still worth calling out for our B2B audience as I am frequently asked, “What should I do about feedback from multiple people in one account? Do I just average it?”

B2B 40

B2B Net Promoter Score Effort Score NPS 40

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. The opportunity is there to turn customers into ambassadors through official programs that recognize happy consumers and reward them for their feedback. Here are five ways to ensure such programs deliver value: 1.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48