Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. This is the fifth year of this study that examines the CX metrics efforts within large companies.

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Metrics Report Net Promoter Score Effort Score 120

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The latter effort has already resulted in reduced repeat calls, improved accuracy, and a higher Net Promoter Score (NPS). The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Crowe Horwath.

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Report Customer Connectedness Customer Journeys Net Promoter Score 120

ECXO

MAY 15, 2023

The term “MadTech” was coined in 2015 by David Raab, founder of the Customer Data Platform (CDP) Institute. A holistic picture of customer data leads to a better understanding of metrics such as net promoter score, individual conversion propensity by channel and business decisions backed by data. What is MadTech?

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Tips Net Promoter Score Advertising Customer Journeys 133

NICE inContact

FEBRUARY 23, 2016

Launched in September 2015, MAX is a dynamic and context-sensitive interface which improves the agent experience with streamlined handling of contact center interactions, across all channels. Agent Empowerment through real-time displays of agent performance, productivity and skills rankings metrics.

Net Promoter Score 120

Net Promoter Score Multi-Channel Contact Center Customer Experience 120

Beyond Philosophy

NOVEMBER 10, 2014

There must be a good ratio of emphasis between internal and transactional goals, like sales and productivity, and the emotional goals, like Customer Satisfaction and Net Promoter scores. Most of the emphasis should be on Customer measures (70%) while less emphasis on the internal measures (30%).

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Net Promoter Score Customer Experience CEM Customer Centricity 118

CloudCherry

FEBRUARY 11, 2019

Back in 2015, Solarity was looking at ways to differentiate the organization. But currently, NPS- Net Promoter Score is one of the only ways people track CX. An Overview. They saw financial services has an area of focus and there were just so many ways to differentiate their Credit Union in the market. .”

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Customer Journeys Net Promoter Score NPS Survey 150

AskNicely

JULY 24, 2017

Your unhappy campers have a potentially significant material cost: in 2015 over 7,500 unsuccessful Virgin Media job applicants cancelled their contracts and went to the competition , resulting in a revenue loss of over $6 million. NPS (Net Promoter Score) is one of the simplest ways of measuring feedback.

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NPS Net Promoter Score Feedback Survey 150

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! What Your Net Promoter Score Isn’t Telling You by Sarah Chambers. The best of customer experience. It’s Time to Retire the “Ticket” by Sarah Chambers.

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

Beyond Philosophy

DECEMBER 26, 2014

Thinking about the coming year, I see trends underway that predict interesting changes in Net Promoter Score (NPS), Customer Experience (CX), and mobile digital experience for 2015, and they might surprise you. Prediction #1: Net Promoter Score (NPS) Will Continue to Falter.

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Net Promoter Score Effort Score NPS Customer Service 167

Experience Matters

APRIL 24, 2015

Check out our most recent post, 8 CX Trends for 2015 (The Year of the Employee). Net Promoter Score , Net Promoter , and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. Our posts that layout the annual customer experience trends always attract a lot of readers.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

ijgolding

MAY 20, 2015

In August 2014, I would have given Enterprise a score of 9 or 10 out of 10 if I were to be asked the Net Promoter Score question. A promoter is an advocate of your business. Lets us fast forward to May 2015. If you were to ask me the Net Promoter Score question today, I would score a 1 or a 2.

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Net Promoter Score How To Effort Score Lifetime Customer 120

Forrester

NOVEMBER 7, 2014

Improving federal CX is about far more than just boosting an agency''s ranking on the American Customer Satisfaction Index (ACSI) or raising a Net Promoter Score. The lowest-scoring agencies, with customer bases far larger than the VA''s, are having a catastrophic effect on the patriotism of hundreds of millions of Americans.

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Net Promoter Score Customer Experience Policies Customer Satisfaction 96

Daniel Group

JULY 27, 2023

There was a consistent increase in issue frequency from 2015 through 2021. Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Net Promoter Score SM and Net Promoter System SM are service marks of Bain & Company, Inc.

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NPS Net Promoter Score Effort Score Groups 52

Daniel Group

JULY 27, 2023

There was a consistent increase in issue frequency from 2015 through 2021. Net Promoter ® , NPS ® , NPS Prism ® , and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Net Promoter Score SM and Net Promoter System SM are service marks of Bain & Company, Inc.

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NPS Customer Experience Net Promoter Score Effort Score 52

Kayako

FEBRUARY 4, 2016

Pacific Crest’s report showed that 33% of SaaS companies ended 2015 with an annual customer churn rate above 15% – well above the acceptable rate of annual churn for SaaS companies, which sits at 7%. But customer satisfaction scores and net promoter scores just don’t show you the exact reasons why customers choose to leave.

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Net Promoter Score How To Effort Score Sales 120

GetFeedback

DECEMBER 27, 2018

Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. To increase engagement, surveys need to live where your customers live: on their phones.

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Survey Net Promoter Score Feedback Abandon Rate 225

Beyond Philosophy

NOVEMBER 24, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Steve DiGioia

SEPTEMBER 9, 2016

As important as overall satisfaction, value for price paid, intent to return, and a dozen other performance indicators are, if I had to choose one, I’d choose net promoter score (NPS). Steve Curtin was rated #4 by Global Guru on its 2015 listing of the Top 30 experts in the world on the topic of customer service.

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

Customer Bliss

JULY 4, 2017

They won CX Innovation Awards in both 2015 and 2016, so he seemed like a great person to bring on and discuss what he’s doing with his team — and how/why. Sandy Spring Bank received the 2015 CX Innovation Award given to the top 5 organizations globally by the Customer Experience Professionals Association. Episode Overview.

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Banking Leadership Net Promoter Score Customer Journeys 143

Experience Investigators by 360Connext

JULY 24, 2015

Net Promoter Score (NPS) was the “only” metric that mattered for a while. But now there is a backlash in some organizations and data like Customer Effort Scores (CES) are on the rise. Sprout Social (@SproutSocial) July 22, 2015. But those dashboards loaded down with chart after chart?

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Net Promoter Score Effort Score Metrics Comparison 110

Beyond Philosophy

NOVEMBER 18, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Putting the Power of Your People to Work. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

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. Net Promoter Score? and Net Promoter System? Is it Working? Satmetrix Systems, Inc.,

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Net Promoter Score Customer Experience Effort Score NPS 59

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Hiring Customer-Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Net Promoter Score Strategy Customer Centricity CEM 163

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)? Are you responsible for measuring the progress in improving customer experience?

Metrics 54

Metrics Net Promoter Score Effort Score Customer Experience 54

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%.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

Beyond Philosophy

JUNE 12, 2015

RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. If you enjoyed this post, you might be interested in the following blogs: Philosophies to Improve Your Customer Experience in 2015. Reserve your spot today!

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Net Promoter Score Customer Experience Trends NPS 60

Alida

NOVEMBER 25, 2016

The result: 85 percent reduction in research costs in 2015 alone. Innovative companies use customer feedback to complement other measures of CX, including the Net Promoter Score , share of wallet and customer satisfaction surveys. Boosting customer satisfaction with Alliant Energy.

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ROI Measurement Brands Net Promoter Score 100

Wootric CX Blog

MAY 12, 2020

So you’ve been reading up on Net Promoter Score. It’s true that Net Promoter Score is a great way to engage with your customers and solicit tons of feedback. Get the ebook, The Modern Guide to Winning Customers with Net Promoter Score. ” Setting up an NPS program?

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Net Promoter Score NPS Effort Score Feedback 98

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Moreover, this was a 6% increase from 2015. 6 Factors affecting your Net Promoter Score.

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Net Promoter Score Omni-Channel Company NPS 131

Beyond Philosophy

OCTOBER 28, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Why Most Customer Experience Programs Fail. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

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Net Promoter Score Customer Experience How To CEM 120

AskNicely

JUNE 18, 2015

2015 is the year of the Net Promoter Score (NPS). Live chat was the revolution of 2010; customer support platforms rose in popularity in 2013, and we’re due for a new customer service revolution.

Customer Service 170

Customer Service Net Promoter Score NPS Customer Centricity 170

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. If you are going to reserve resources in 2015 to improve your customer experience look at your employee engagement first. . “It’s all about the people.” How are you hiring?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

Beyond Philosophy

OCTOBER 8, 2014

By 2015, eBay plans to establish PayPal as its own company to make my prophecy become reality. It’s ironic therefore that last week Ebay and PayPal announced that they were going to split. According to Forbes.com , PayPal was the vehicle for $180 Billion worth of currencies from 193 countries across the world last year.

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Net Promoter Score Customer Centricity Social Media CEM 110

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Many companies simply measure satisfaction using metrics such as Net Promoter Score , but this only goes so far.

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Net Promoter Score Customer Service Social Media Contact Center 48

ProProfs Chat

JUNE 11, 2020

Leicester City proved that the model still works by winning the English Premier League in 2015/16. Net Promoter Score (NPS) at one time called “the one question you need to grow” is probably the most successful example of what can be achieved when you find the right balance.

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Data Net Promoter Score Study e-support 64

BirdEye

AUGUST 29, 2023

Lead with empathy, always Harvard Business Review research found that the top 10 companies within the Global Empathy Index 2015 managed to “increase in value more than twice as much” as those brands in the bottom 10. Not only do customers expect a business to respond to their reviews, but good customer service dictates that response promptly.

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Customer Satisfaction Chatbots Social Media Omni-Channel 98

CSM Magazine

DECEMBER 11, 2015

A new Xerox report, ‘The State of Customer Service 2015’ reveals that 47% of consumers who called their telecoms supplier in the past year would have preferred other means of assistance but fell back on the traditional call center for a score of reasons. Sharp fall in ‘passive’ customers. About the Study.

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Net Promoter Score Call Center Study Customer Care 40