Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Strategy Net Promoter Score How To 79

GetFeedback

NOVEMBER 4, 2019

To explore how the state of B2B VoC has been thus far, we dive into four trends defining VoC programs in 2019 and tell you what you need to know to compete with the best-in-class. Surveys are only the foundational tool . If I say “Voice of the Customer” do you automatically think survey? Yippee, our NPS just increased 5 points!”

B2B 150

B2B Company Effort Score Multi-Channel 150

GetFeedback

JULY 19, 2019

But too often we turned this exciting idea into a program of surveys that led to metrics that led to discussions about metrics that led to…not the powerful changes we expected. This feedback is the formal feedback gathered via surveys. Surveys may be collected in several ways, and they may measure different things.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CloudCherry

FEBRUARY 20, 2019

We’re no longer in the days of archaic survey collection tools and long, expensive strategy analysis. In the last few years, a “mobile-strategy” has consisted of having a mobile-optimized survey, and a responsive website. Finally, in 2019 receiving real-time notifications from detractors is table-stakes. But that’s not enough.

Strategy 273

Strategy CEM Analysis Self Service 273

Horizon CX

MARCH 10, 2023

A permanent autonomous CX department immediately requires answering the dreaded ROI question at least annually, for which the community has yet to widely and satisfactorily answer. A permanent autonomous CX department often gets tasked with enterprise-wide metrics such as NPS yet no supervisory oversight, which sets up tension and conflict.

NPS 130

NPS System Meeting ROI 130

SurveySparrow

JULY 17, 2019

Here we have listed the top 10 customer experience management software in 2019 to help you be a customer experience rockstar. With the conversational interface, SurveySparrow enables you to create and share engaging, chat-like surveys. The feature-rich platform ensures unhindered survey building experience.

Customer Experience Management 55

Customer Experience Management Software Customer Experience Management 55

Lithium

DECEMBER 28, 2020

Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers. Note that proving ROI will look different for every brand as they each have unique goals for social media. Yes, numbers. And not the vanity kind.

Engagement 52

Engagement Social Media ROI Multi-Channel 52

Wootric CX Blog

JANUARY 9, 2019

“In a few short years, the Wootric platform has evolved from an NPS survey tool to an AI-powered, enterprise-ready Voice of Customer solution. Additional data including customer segments, ROI, and more. At Wootric, we walk the talk,” said Deepa Subramanian, CEO of Wootric. Methodology behind the scoring process.

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Feedback Management Comparison ROI 40

Eptica

FEBRUARY 13, 2019

Date: Wednesday, February 13, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Improving the experience with actionable customer intelligence. Published on: February 13, 2019. Put these together and it is vital that VoC programs deliver real ROI if they are to continue to win investment and drive improvements.

Net Promoter Score 62

Net Promoter Score Customer Experience ROI NPS 62

ClearAction

OCTOBER 12, 2022

Quantifying CX ROI is the top challenge, per Pointillist’s 2019, 2020, and 2021 studies. NPS, CSAT, FCR, Health / Effort Score, etc.) Customer Acquisition Costs (CAC) are influenced by Net Promoter Score (NPS), Health Score, and Satisfaction ratings. XM annuities generate massive ROI.

Metrics 62

Metrics Management Effort Score ROI 62

ChurnZero

FEBRUARY 8, 2019

No matter what you do, you will always have those customers who will give you an 8 or 9 on a Net Promote Score (NPS) survey, because, they will say there is always room for improvement, even if they are satisfied customers. ChurnZero Resource – ROI Calculator. What is a Good NPS Score & What Should We be Aiming for?

Customer Success 45

Customer Success Net Promoter Score Effort Score NPS 45

Experience Investigators by 360Connext

JANUARY 7, 2020

For one, a quick Google search will bring you articles that claim 2019 was “The Year of the Customer.” If your customer survey response rates go up, is that a win? Improving Sarah’s desire to stay with your company has an ROI of itself. A lot of CX teams report on individual metrics as a cause for celebration.

Net Promoter Score 173

Net Promoter Score Effort Score NPS Report 173

Eptica

JULY 2, 2019

Date: Wednesday, July 3, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Delivering best practice in Voice of the Customer programs. Published on: July 03, 2019. Brands have to focus on taking new approaches that go beyond simply running customer experience surveys or measuring through basic metrics such as NPS.

Net Promoter Score 62

Net Promoter Score ROI NPS Return on Investment 62

Wootric

DECEMBER 21, 2018

If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. These three questions will start the right conversations to choose the perfect NPS software for your company. Using Industry Benchmarks to Set a Good Net Promoter Score (NPS) Goal.

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Net Promoter Score Effort Score NPS e-support 56

Lithium

SEPTEMBER 12, 2019

Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers. Note that proving ROI will look different for every brand as they each have unique goals for social media. Yes, numbers. And not the vanity kind.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Lithium

SEPTEMBER 12, 2019

Proving the ROI of customer engagement is possible. In a room packed wall-to-wall, digital leaders from Synchrony and SAP shared exactly how they prove ROI, with numbers. Note that proving ROI will look different for every brand as they each have unique goals for social media. Yes, numbers. And not the vanity kind.

Engagement 40

Engagement Social Media ROI Multi-Channel 40

Experience Investigators by 360Connext

FEBRUARY 9, 2021

The Three Areas of ROI. According to Forrester Analytics Customer Experience Index Online Survey , US Consumers 2019, delivering a good experience by solving customer problems quickly means improved retention. More Types of Customer Experience ROI. That sounds like a tremendous ROI to me.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Pointillist

JUNE 5, 2019

Customer experience is a top priority for organizations in 2019 Customer experience is universally recognized as a top priority by most organizations, regardless of industry or size. NPS is the number one most-employed metric (59%), followed by CSAT (54%). Annette Franz Founder and CEO CX Journey Inc.

Customer Journeys 89

Customer Journeys Measurement Report Omni-Channel 89

TechSee

DECEMBER 28, 2020

Once the ROI of these remote technical support and customer support teams became abundantly clear, many enterprises decided that these temporary teams would become permanent. Data from a Gartner survey indicates that loyalty is achieved by reducing the customer’s level of effort and making their life easier.

Customer Service 186

Customer Service Contact Center Knowledge Base Self Service 186

SurveySparrow

JANUARY 5, 2021

We are quite familiar with the term, ROI or returns on investment. When it comes to measuring the benefits of a particular cost-related investment, there’s no effective metric available then return on investment (ROI). Here’s an employee engagement survey to boost employee pulse. . But have you heard the term ROX? .

Employee Experience 52

Employee Experience Measurement Net Promoter Score Effort Score 52

Eptica

NOVEMBER 27, 2019

Date: Wednesday, November 27, 2019 Author: Pauline Ashenden - Marketing Manager With customers becoming more demanding, can self-service really help? Published on: November 27, 2019. It is vital to manage and monitor self-service capabilities as you would a product with measurable, ongoing ROI goals. Share this page on: Tweet.

Self Service 97

Self Service Knowledge Base Leadership Consumers 97

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Those who struggle to quantify ROI are much less satisfied with their performance and the outcomes of CX investments. In fact, high performers are 9.7

Customer Journeys 94

Customer Journeys Measurement Report Management 94

ClientSuccess

SEPTEMBER 27, 2018

Gone are the days of phone calls, mailed paper NPS surveys, customer spreadsheets, and post-it notes. An Intense Focus on Outcomes and ROI. Too often, CSMs only focus only on adoption or satisfied customers who give glowing reviews (or in the case of customer success teams, glowing NPS scores).

Trends 74

Trends Customer Success Effort Score ROI 74

Thematic

JANUARY 27, 2019

How to calculate the impact of positive and negative aspects of your service. How to measure the ROI of initiatives based on customer feedback. In a contact center, examples can be survey comments, email, social media posts, chat transcripts, call recordings, quite a lot of different types of data. Case study.

Data 59

Data Customer Service How To Contact Center 59

Chattermill

JUNE 25, 2019

on 26 Jun 2019. There is no need to log into a different system to view NPS, CSAT or surveys responses and email various departments for CSV files of data stored in excel. Only a small number of companies can demonstrate in actual figures an ROI connected to Customer Experience efforts. by Sam Frampton.

Customer Experience 45

Customer Experience Customer Centricity Effort Score ROI 45

ChurnZero

JANUARY 25, 2019

Now let’s go out and make 2019 the best year yet and fight churn! ChurnZero Resource – ROI Calculator. Increase NPS Survey Results with Great Subject Lines – Learn why and how to make your NPS response rates even better. Do you want to end the year with a certain number of referenceable clients?

Net Promoter Score 45

Net Promoter Score Return on Investment Metrics NPS 45

SurveySparrow

JANUARY 15, 2021

If you want to get better ROI, work engagement, and high employee retention, it’s crucial to provide constructive feedback. For instance, using survey tools, you can send them weekly surveys. Here’s a 360 degree feedback survey created using SurveySparrow. Don’t Google this fact.

How To 52

How To Net Promoter Score Effort Score Feedback 52

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. Verbatim feedback from surveys, support tickets, call transcripts and online reviews can help employees empathize and bring to life the customer’s experience. For example, if your company used NPS as its primary CX metric. How To Drive Action With Your Voice of Customer Program. by Sam Frampton. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Chattermill

AUGUST 6, 2019

on 7 Aug 2019. Verbatim feedback from surveys, support tickets, call transcripts and online reviews can help employees empathize and bring to life the customer’s experience. For example, if your company used NPS as its primary CX metric. How To Drive Action With Your Voice of Customer Program. by Sam Frampton. Voice of Customer.

Voice of Customer 40

Voice of Customer How To NPS Effort Score 40

Team HGS

SEPTEMBER 30, 2019

As we’ve been brought into the process, we’ve become experts at bridging critical gaps—for optimized CX and ROI —in other words, earning and retaining customers for the brand. Our research indicates 60% of brand surveyed have a social media playbook that needs development. Mon, 09/30/2019 - 16:13. customer engagement.

Brands 40

Brands Social Media Contact Center Healthcare 40

Gainsight

JULY 7, 2021

Meanwhile, Pulse the conference graduated from a ballroom in 2013 to a full takeover of the Intercontinental Hotel in 2014 , San Francisco’s Pier 48 in 2015 , the Oakland Convention Center in 2016 and 2017 , the San Mateo County Events Center in 2018 , and finally to the venue it was truly meant to call home, San Francisco’s Moscone Center, in 2019.

Social Media 45

Social Media Conference NPS Customer Success 45

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. She was listed in the Top 20 Customer Experience influencers by CX Magazine in 2019. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Help Scout

JUNE 22, 2021

The ROI of great customer service. “We An NPS Promoter score has a customer lifetime value that’s 600%-1,400% higher than a Detractor. billion in 2019. Key customer insights like customer satisfaction score and NPS help your customer service team improve and grow their impact. Bain & Company ). Salesforce Research ).

Customer Service 128

Customer Service Social Media Self Service Knowledge Base 128

Qualtrics

JULY 24, 2020

What’s the ROI of strong company culture? Assess company culture with a survey tool. Our suite of survey tools can help you capture employee sentiment towards culture. Analyze and communicate survey results. Learn more about creating an Employee Pulse Survey. Get started with your free Qualtrics account.

Culture 26

Culture Company How To Employee Experience 26

Currency Alliance

FEBRUARY 10, 2021

I’m not going to quote a bunch of statistics, but if loyalty programs did not generate positive ROI, thousands of top brands would have given up on them decades ago. And you also know that if a small investment of your time can produce greater ROI from any department, and raise your NPS score significantly, then that’s time well spent.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Currency Alliance

APRIL 10, 2021

Certainly that’s the case if the outcome will be greater ROI from the department, and an increase in my brand’s NPS score. participating in surveys. …or If you look at the intermediate level of managers on the loyalty team, how much ROI did each one produce in 2019*? posting product reviews online.

Loyalty 52

Loyalty Marketing Loyalty Programs Touchpoint 52

Currency Alliance

OCTOBER 29, 2019

Too often there are no incentives for referring customers, posting product reviews, sharing campaigns on social media, or answering surveys. Brands have become much better at this kind of thing; United and Lufthansa are just two airlines to have switched to dynamic rewards pricing in 2019. Why 1% in points is often the wrong amount.

Loyalty 40

Loyalty Loyalty Programs How To Hotels 40