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 is a natural fit for recruitment. Getting started with NPS. One click though?

NPS 150

NPS Net Promoter Score Feedback Survey 150

Experience Matters

OCTOBER 20, 2015

We published a Temkin Group report, ROI of Customer Experience, 2015. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report. P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

ROI 120

ROI Report Net Promoter Score Customer Experience 120

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. Download report for $195.

Metrics 120

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.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Lumoa

NOVEMBER 29, 2021

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. When you ask your customers to provide you with NPS feedback , it is the why-comments that will reveal the drivers. The CX laggards achieved just 3% growth during the same period. Ask your customers! Was it worth it?

ROI 259

ROI Customer Experience NPS Financial 259

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. Only 14% of the accounts that declined in NPS (overall sentiment) had positive (expansion) growth.

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. An Overview. The Challenges.

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

Lumoa

JULY 10, 2018

Bain & Company’s analysis in 2015 showed that customer experience leaders grow revenues 4% – 8% above their market. When you ask your customers to provide you NPS feedback , their why-comments reveal you the drivers. If you invest 100k€ to retrain your sales people and get 5-point NPS increase as a result, what then?

ROI 303

ROI Customer Experience NPS Financial 303

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). NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Reliability. About the Author.

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

Horizon CX

APRIL 1, 2024

Back in 2015, MaritzCX conducted a revealing study that shed light on the state of CX maturity across industries. Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear.

Customer Journeys 130

Customer Journeys Touchpoint Customer Centricity Competitive Advantage 130

Experience Matters

APRIL 24, 2015

NPS ® has grown into one of the most popular customer experience metrics, which is why so many people are using this blog as a source for insights into how to best use it. If you are interested in NPS, then you should visit our VoC/NPS Resource Page , which includes benchmark data.

Customer Journeys 120

Customer Journeys Net Promoter Score eBook NPS 120

Customer Bliss

OCTOBER 3, 2017

Enrique Gómez Alonso is since February 2015 Chief Customer Officer in Zurich Insurance Spain. Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence.

Chief Customer Officer 125

Chief Customer Officer ROI NPS Leadership 125

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. What I and others like about NPS is the simplicity.

Net Promoter Score 167

Net Promoter Score Effort Score NPS Customer Service 167

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

ijgolding

OCTOBER 3, 2016

These questions include the following examples: Should I measure NPS or CSat? The post I penned in April 2015, described the fact that actually SUSTAINING an approach to Customer Experience is the hardest thing of all. How many customer segments should we have? How many people should we have in our CX team?

Customer Centricity 263

Customer Centricity Customer Experience Customer Journeys Chief Customer Officer 263

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

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

Alida

NOVEMBER 25, 2016

The result: 85 percent reduction in research costs in 2015 alone. Meanwhile, customer satisfaction increased by 15 index points and the company’s NPS got an 88 percent boost. Customer satisfaction increased by 15 index points and the company’s NPS got an 88 percent boost. . Boosting customer satisfaction with Alliant Energy.

ROI 100

ROI Measurement Brands Net Promoter Score 100

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

Customer Bliss

AUGUST 15, 2017

In 2015 she built up the new area of Customer Experience from scratch. They launched it on a smaller scale in some hotels, and saw an increase of NPS/customer satisfaction scores. They thought it would cost too much, etc. But it did address a major customer experience pain point. It did NOT cost a lot of money. Go for them.

Travel 204

Travel Industry Hotels Customer Journeys 204

CX Journey

NOVEMBER 28, 2018

Back in 2015, I wrote a post titled Hey! 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

Experience Investigators by 360Connext

JULY 24, 2015

Net Promoter Score (NPS) was the “only” metric that mattered for a while. Sprout Social (@SproutSocial) July 22, 2015. Dashboards showing just customer satisfaction rate as the only customer metric are short-sighted, to say the least. But those dashboards loaded down with chart after chart? What metric will matter tomorrow?

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Customer Guru

MAY 1, 2018

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. Two years ago, our focus was to enhance the customer experience at a global level and implement NPS. So, this has been a memorable journey for all of us.

Customer Success 70

Customer Success NPS Customer Centricity Course 70

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. points over 2015 full-year figures. NPS and OSAT scales have been normalized for accuracy of averaging purposes). Did you know? They aren’t trained to interpret it”. “It

Voice of Customer 40

Voice of Customer Social Media NPS eBook 40

inmoment

MAY 14, 2020

Since the program was launched in late 2015, more than 100,000 members have collectively lost over 1 million pounds or an average of 7% of their body weight, according to United Healthcare. Many organizations today are focused on a customer’s likelihood to recommend by calculating a Net Promoter Score or NPS.

Insurance 52

Insurance Healthcare NPS Net Promoter Score 52

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

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. To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month. Make Sure Your Customer Experience is “On Trend”.

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Education Services Group

SEPTEMBER 19, 2022

For example, TSIA’s research report on scaling Customer Success found that companies who developed and actively track automated customer health scores experience an expansion rate of 20.7%, have higher CSAT scores, and a four-point increase in NPS. Taking this proactive approach will help us solve problems before they even become problems.

Effort Score 52

Effort Score Customer Success Study NPS 52

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.

Data 64

Data Net Promoter Score Study e-support 64

CX Journey

JANUARY 8, 2016

It appeared on their blog on July 16, 2015. I make the connection vis-à-vis benchmarking your voice of the customer metrics, e.g., NPS, customer effort score, satisfaction, and loyalty. Image courtesy of Woods | Damien I originally wrote today's post for Intradiem. So how do we tie this story to customer experience?

Effort Score 80

Effort Score Metrics NPS Comparison 80

Gainsight

MARCH 1, 2021

Nick : How did you grow and scale from a company that managed around 4 million devices for 5,000 customers in 2015 to managing more than 20M Apple devices for over 47,000 customers in just five years? . We set a vision in 2015 to empower twenty million people by 2020. Coincidentally, 2015 was when we started using Gainsight.

Chief Customer Officer 52

Chief Customer Officer Customer Success Metrics Meeting 52

CX Journey

OCTOBER 15, 2015

Image courtesy of Betty Crocker Recipes Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 11, 2015. Remember the old Reese’s Peanut Butter Cups commercials from the ’80s? You got your chocolate in my peanut butter!”

Customer Journeys 80

Customer Journeys Metrics Effort Score Touchpoint 80

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.

Net Promoter Score 40

Net Promoter Score Call Center Study Customer Care 40

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. So the customer service they provided was excellent – a 10 on the Net Promoter Score (NPS) scale. If you asked me for a NPS rating on the utility’s billing it would be a 1 or a 2.

System 48

System Net Promoter Score Contact Center NPS 48