Retently

NOVEMBER 21, 2018

Back in 2016, Okta, a big identity management company, decided their annual event (called Oktane ) was a good opportunity to try and build a stronger, closer relationship with their customers in hopes of turning them into brand promoters. Okta’s Advocacy Marketing. The results speak for themselves. million social impressions.

Examples 111

Examples Company Strategy Marketing 111

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

Retently

AUGUST 9, 2018

Compare that to one of their competitors – Fiat Chrysler’s Dodge Dart, a vehicle that was only backed by product development and no Voice of the Customer research. That example alone showcases how much the Voice of the Customer process can impact product development and innovation. Consider NPS Surveys to Get Customers a Voice.

Feedback 87

Feedback CEM Net Promoter Score Social Media 87

SurveySensum

JULY 14, 2020

Chad Horenfeldt – Director of Customer Success at Kustomer. With over 15 years of experience in customer success, Chad Horenfeldt has a proven reputation as a driven, creative, outcome-focused leader specialized in building and developing Customer Success teams. LinkedIn: [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Elevio

APRIL 12, 2017

This post is part of Inside Support , a new blog series featuring customer happiness leads from companies that have outstanding experiences in customer success to share. We go into detail on how their support team works, share their dedication to customers, and a way for everyone else to learn how big players do it.

Effort Score 40

Effort Score Airlines Course Measurement 40

WorkOutLoud

JANUARY 23, 2018

But even if you don’t, or you aren’t in that role, listen up because customer experience has a rippling effect on your entire business. In a 2016 survey by Leader Networks and CMX, the number one reason that companies were considering starting a branded online community was to improve Customer Satisfaction and Retention.

Customer Experience 40

Customer Experience Self Service Social Media Multi-Channel 40

ClearAction

OCTOBER 16, 2019

Sweetened deals to lure away competitors’ customers can alienate existing customers. A wider array of customers means more customer personas and subsequent high demands on Customer Service and Customer Success roles. Creating & keeping a customer (i.e.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

CustomerSuccessBox

OCTOBER 5, 2021

You own a business and surely, you do your best to please your customers, satisfy their needs, and eventually try to keep them loyal to your brand. But even after putting in time and effort, to find out how your customers feel about you, you need to have a look at their opinions and experience. Bonus Tip: What is NPS, CSAT, CES?

Effort Score 52

Effort Score Social Media Consumers NPS 52