AskNicely

MARCH 8, 2018

According to Forrester Research , the biggest risk in this new customer-obsessed era is timing (taking action on customer feedback too early or too late). Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report , indicated that: More than 80% of B2B brands view excellent CX as a business differentiator.

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

Alida

MARCH 21, 2018

Data from key indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies only deliver trend line data that is either going up or going down, when what teams need is insight into the key drivers of change at a more granular level. Give NPS and CSAT some context. Research experience is customer experience.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

GetFeedback

JUNE 12, 2019

Leverage customer feedback. Earlier this year, we explored the ways you can use Net Promoter Score (NPS) survey data to ensure that potential customers are happy at each stage of the buying process. Our advice for leveraging your NPS data included two action items. After that, read your customer comments—and take them seriously.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment. Philadelphia Insurance reached a record NPS® score of 60.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

Confirmit

SEPTEMBER 27, 2017

The case studies featured in our 2017 ACE Award Winners' Showcase demonstrate how the Voice of the Customer has the power to drive an organization forward, delivering positive customer experiences, changing business culture, and generating significant Return on Investment. Philadelphia Insurance reached a record NPS® score of 60.

Case Study 40

Case Study Return on Investment Hospitality Insurance 40

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. When: July 4 to 5, 2017. When: June 5 to 7, 2017. When: May 16 to 17, 2017. When: June 20 to 21, 2017. When: July 17 to 19, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Survicate

FEBRUARY 20, 2019

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly.

Feedback 81

Feedback Management Survey Tools 81

ShepHyken

SEPTEMBER 4, 2017

Technology NPS Benchmarks by CustomerGauge. My Comment: The CustomerGauge people continue to put out amazing content related to NPS (Net Promoter Score). One of the big takeaways is that the leaders close the loop on feedback within 48 hours, which according to CustomerGauge, leads to a 12% increase in customer retention.

Customer Service 64

Customer Service Net Promoter Score Self Service NPS 64

Lumoa

JANUARY 11, 2022

What Is an NPS Software? It is vital for companies to know if their clients and customers are happy with their service and products, and NPS solutions are one of the best ways to find out. In simple words, NPS software is a tool, that helps businesses measure and track NPS results and get in-depth insights from customers.

NPS 259

NPS Software Net Promoter Score Survey 259

Experience Investigators by 360Connext

SEPTEMBER 27, 2017

What are some of the customer experience trends we’ll see through the end of 2017 and into 2018? Teams are responsible for everything from designing and collecting feedback to designing better touchpoints and end-to-end experiences. Are you following these 5 critical customer experience trends? Customer Experience Teams Grow Up.

Trends 244

Trends Net Promoter Score Effort Score Banking 244

Enalyzer

DECEMBER 19, 2017

To go out with a bang, we’ve brought you a roundup of features we released in 2017 that you may have missed. Create a job application form, where applicants can upload their CVs or create a feedback form that allows people to upload screenshots and better explain their queries. 2017 was the year we added German to our family.

Social Media 62

Social Media Survey Report Software 62

Retently

JULY 28, 2023

By 2019, according to Gartner’s CXM Survey , only 11% of companies lacked a CXO and 10% a CCO – a 24% increase compared to 2017. A Customer Experience Officer could also gather customer feedback from frontline employees and share it with other departments or C-level officers.

Chief Customer Officer 141

Chief Customer Officer Customer Centricity Call Center Metrics 141

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term. Another area where Siemens is focused on innovation is text analytics.

Case Study 40

Case Study Social Media Analytics Study 40

Confirmit

SEPTEMBER 11, 2017

Our countdown to CX Day 2017 continues. From a metrics perspective, their NPS® has increased from the low 30s to over 50 since implementation and response rates range between 15 and 30%, something that few surveys (even great ones) achieve in the long term. Another area where Siemens is focused on innovation is text analytics.

Case Study 40

Case Study Social Media Analytics Study 40

Experience Investigators by 360Connext

JANUARY 7, 2020

” That same search will tell you that 2018 was too… and 2017, and 2016… Maybe 2020 is the year the prognosticators get it right? Will an increase in response rates lead to better customer feedback? What will be done to act on that feedback? And how will you measure success on the changes you make?

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Clarabridge

MAY 4, 2017

Following HCSC and Northridge Group’s keynote, Rebecca Liberman, Voice of the Customer Specialist for Lyft, revealed why brands must track feedback in real-time to better delight their customers. The post Inspiring Customer Service Excellence: Recapping Day 2 and Wrapping Up C3 2017 appeared first on Clarabridge. Enter Clarabridge.

Customer Service 45

Customer Service Social Media Conference Guest Experience 45

Amity

DECEMBER 12, 2017

“NPS is a lean, effective method for measuring customer happiness and getting actionable feedback. ” 5 Ways to Modernize Your Net Promoter Score Program to Super-Charge Customer Success. ► 35 minutes webinar. ► 20 minutes Q&A. It can supercharge your Customer Success program, without needing to be complex.”

Customer Success 67

Customer Success Net Promoter Score Effort Score Trends 67

NICE inContact

JUNE 17, 2019

Would you want those customer experiences factoring into your NPS? In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Analytics 136

Analytics Customer Experience Management Contact Center 136

NICE inContact

JUNE 17, 2019

Would you want those customer experiences factoring into your NPS? In a 2017 study titled Modern Standards for Managing Contact Center Quality, ICMI found a huge gap between the percentage of organizations that are using digital channels to communicate with customers and those that are using Quality Management (QM) to evaluate these channels.

Analytics 136

Analytics Customer Experience Management Contact Center 136

Experience Investigators by 360Connext

OCTOBER 4, 2017

Jeannie Walters (@jeanniecw) October 4, 2017. CX leaders are often responsible for gathering and interpreting customer feedback. ‘Reliability doesn’t boost your #NPS but it sure can bring it down” -Graham Tutton VP Customer Insights @ComcastILLINOIS #CXDay pic.twitter.com/nbmyf1q6Dt. — 25% this month.

Customer Service 181

Customer Service Social Media Innovation NPS 181

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. “Your store dropped 1% in NPS scores this month!” What do you think you did to earn this kind of feedback?

Case Study 152

Case Study Airlines Conference Wait Times 152

Alida

OCTOBER 15, 2017

Customers now expect brands to understand their needs, respond to their feedback and deliver ‘real’ interactions that make them feel like more than just a transaction. Authenticity ultimately draws out honest customer feedback that improves products and services, as well as the bottom line. 2 – Create with the customer.

Groups 100

Groups Competitive Advantage Customer Journeys Feedback 100

Survicate

APRIL 12, 2018

were sold in Poland in 2017. More than 72 thousand new apartments were sold in 2017. It made 2017 the most lucrative year for the polish real estate market. In 2017 the company entered Warsaw Stock Exchange showing 26% increase in net profit in just 9 months , compared to the previous year. billion USD. Morizon.pl

Net Promoter Score 69

Net Promoter Score Marketing NPS Survey 69

Kayako

JUNE 1, 2017

Over the past three years more industries have recorded a dramatic decline in customer satisfaction than those who have improved, according to the Temkin Group’s 2017 Experience Ratings Report (a cross-industry open standard benchmark of customer experience). It’s a temporary fix that’s employed when strategic thinking is lacking.

Customer Service 205

Customer Service Return on Investment Customer Satisfaction Fashion 205

InteractionMetrics

JULY 21, 2020

Two things are for sure: 1) companies care endlessly about their NPS survey scores and 2) many tout customer experience as a differentiator. For example, the 2020 Rage Customer Rage study found that 66% of consumers had experienced a problem with a product or service; that’s up from 56% in 2017.

Survey 52

Survey How To NPS System 52

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

TechSee

APRIL 16, 2019

Measuring performance-based KPIs, such as first contact resolution (FCR), Net Promoter Score (NPS) and truck rolls are imperative to ensuring a smooth and customer-centric operation. Cargill introduced its “Everyday Performance Management” system, which incorporates encouragement and feedback into daily work-related conversations.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

delighted

JUNE 24, 2020

Instead of using a survey once a year to measure employee satisfaction, it’s crucial to gather employee feedback routinely through the employee lifecycle with regular pulse surveys for capturing real-time employee issues or concerns. References: [1] Deloitte, 2017 [2] Morgan, 2016 [3] Qualtrics.

Employee Experience 105

Employee Experience Net Promoter Score Leadership Employee Engagement 105

Eptica

JUNE 21, 2017

Date: Wednesday, June 21, 2017 Demonstrating the financial ROI of better customer experience. Published on: June 21, 2017. There is therefore a strong link between advocates and new business, hence the use of metrics such as the Net Promoter Score (NPS) , which measures likeliness to recommend.

ROI 63

ROI Financial Self Service Customer Experience 63

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. Acting on customer feedback doesn’t mean doing one thing. Why is NPS ® going up or down? Why are your customers turning away from you?

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

ReviewTrackers

MAY 2, 2017

According to the 2017 Local Search and Online Reviews Survey , over 50 percent of consumers often or always check out online reviews, while only 34 percent seek out information on discounts and pricing. But how do you analyze customer feedback and determine customer sentiment about your business?

Net Promoter Score 62

Net Promoter Score Management Effort Score NPS 62

Daniel Group

AUGUST 19, 2020

In 2017, the first improvement was to change the bonus program from “ hitting an operating budget ” to achieving a targeted return on assets. The company’s Net Promoter Score (NPS) improved to almost 84% in 2019. Year-to-date 2020, the NPS ® stands at 86%. Empowering Managers. Satmetrix Systems, Inc.,

Net Promoter Score 59

Net Promoter Score Customer Experience Effort Score NPS 59

ProProfs Chat

JANUARY 7, 2022

Google identified a need no other search engine was meeting and by 2017, 11 million AdSense users were paying Google $95 billion a year. The collected customer feedback will effectively help you with product-market fit analysis. Net Promoter Score (NPS). How to Calculate NPS. Calculating NPS is easy.

Net Promoter Score 52

Net Promoter Score Marketing NPS Video 52

Blake Morgan

MARCH 13, 2023

Jessica is bringing KT Tape to everyday athletes by listening to feedback and building customer relationships. And even though revenue dipped during the pandemic, NPS soared to record levels and helped Zola recover. She has made incredible strides in hiring more women to create a workforce that represents its diverse customers.

Customer Centricity 66

Customer Centricity Company Insurance Travel 66

TechSee

APRIL 3, 2018

For example, if a company began 2017 with 50,000 customers and lost 2500 over the course of the year, the churn rate would be 5%. Solutions include voice of the customer (VoC) closed-loop surveys that enable companies to take quick action based on customer feedback, as well as best practices for renewal management.

Customer Retention 141

Customer Retention Technology Strategy Analytics 141

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

Customer Alignment

FEBRUARY 16, 2018

However, in Gallup’s 2017 global study, they found that only 15% of employees are engaged at work and this figure is believed to be on the decline. adidas treats employees as they would customers adidas is one company that is taking its customer feedback approach and applying it internally to employees.

Analytics 80

Analytics Customer Experience Effort Score Employee Engagement 80