Kayako

JULY 22, 2022

The concept of customer perception seems obvious, it is basically the customer’s opinion of a company at any given point during their customer journey. What is not so simple is tracking and measuring all the different variables that influence customer perception. Customers don’t hesitate to move on.

Net Promoter Score 280

Net Promoter Score Measurement Effort Score NPS 280

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business?

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Steve DiGioia

SEPTEMBER 24, 2018

This original article was written by Steve DiGioia. Net Promoter Score®, or NPS, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs around the world. What should we do?

NPS 392

NPS Net Promoter Score Measurement Metrics 392

GetFeedback

FEBRUARY 17, 2020

The reasons you should use NPS, and our three pillars for improving your NPS program with the GetFeedback Salesforce integration.

NPS 195

NPS Measurement Loyalty Customers 195

Help Scout

AUGUST 22, 2023

Learn more about Net Promoter Score and discover 7 best practices you can employ to use NPS as a tool for measuring your customer experience. Read the full article

Net Promoter Score 75

Net Promoter Score NPS Measurement Customer Experience 75

Lumoa

SEPTEMBER 8, 2020

Measuring customer loyalty these days is a little more complex. However, as competition in almost every industry has increased dramatically, loyal customers may be more important than ever. Though we often share anecdotal evidence of customer loyalty, having hard numbers to back up those claims are less common.

Loyalty 208

Loyalty Measurement How To NPS 208

Lumoa

JANUARY 7, 2021

At what point during the customer journey should you measure how the customer is feeling? In reality, there are several customer touchpoints along the customer journey where you can (and should!) measure the customer experience, and each requires a slightly different approach. In the middle?

Customer Journeys 208

Customer Journeys Touchpoint Measurement Survey 208

InMoment XI

OCTOBER 12, 2017

Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. View Article

NPS 266

NPS Net Promoter Score Measurement Customer Experience 266

Lumoa

JANUARY 31, 2023

Customer experience plays an important, if not the most important role in the success of any business. Nearly all companies (89%) believe that customer experience will be their primary basis for competition. In This Article: Why do you need Customer Experience Management? Voice of the customer: where to start?

Customer Experience 442

Customer Experience How To NPS Touchpoint 442

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customers want the attention on them—and they’re willing to walk if they don’t get it. My Comment: This is a “contrarian article.”

Net Promoter Score 71

Net Promoter Score Loyalty Programs Customer Service Ecommerce 71

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Effort Score Net Promoter Score Data 270

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. What is customer experience? What is great customer experience? This one’s easy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

GetFeedback

MAY 23, 2019

CSAT vs. NPS is an inevitable comparison that surfaces whenever a company launches a Voice of the Customer (VoC) program to optimize their customer experience (CX) strategy. . In essence, VoC gives your customers a voice within your organization. . CSAT vs. NPS: an overview .

NPS 308

NPS Net Promoter Score Effort Score CEM 308

InMoment XI

OCTOBER 10, 2023

In today’s competitive business landscape, understanding customer service metrics is paramount. These metrics not only gauge the effectiveness of your customer service initiatives but also shape your overall business strategy and customer experience. What Exactly Are Customer Service Metrics?

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

GetFeedback

APRIL 8, 2019

The question of what is a good NPS score is popular among brands who value customer experience. A Net Promoter Score, or NPS, has become a necessary customer experience metric. In fact, an estimated 65% of companies track NPS scores , making it the most coveted customer experience metric measured by companies.

NPS 247

NPS Net Promoter Score Effort Score Metrics 247

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The capacity to measure and quantify the return on investment (ROI) of CX initiatives is critical for businesses to thrive.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Retently

FEBRUARY 20, 2023

In a highly competitive environment, assessing the success of a DTC brand just by checking the revenue and customer lifetime value is not enough. Predicting customer behavior and future growth is essential, and multiple methodologies are available to achieve this. RFM and NPS are widely used in ecommerce for these purposes.

Ecommerce 156

Ecommerce NPS Effort Score Analysis 156

GetFeedback

AUGUST 16, 2018

Customer service has long been an area of focus for marketers and support specialists. After all, 67% of consumers list bad customer experience as one of the primary reasons for churning and 39% of consumers avoid vendors for over 2 years after having a negative experience. Customer Happiness Metrics. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

InMoment XI

OCTOBER 12, 2017

Introduction In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. View Article.

NPS 200

NPS Net Promoter Score Measurement Customer Experience 200

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management. Listen to your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

GetFeedback

JANUARY 19, 2020

After my trip was over, I received one final request using a Net Promoter (NPS) rating scheme. This is the right time to use NPS. . Suggestion: make the choice of survey methods part of the customer profile. Think “Survey+” for Customer Feedback. Indirect or inferred feedback from analyzing customer interaction data.

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. So, let’s get started.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Help Scout

AUGUST 22, 2023

Learn the basics of NPS for customer service teams: How to measure it, how to use it, and tips on how support teams can increase NPS. Read the full article

NPS 75

NPS Customer Service Tips Measurement 75

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. What is B2B Customer Experience?

B2B 551

B2B Self Service Customer Experience Customer Journeys 551

InMoment XI

JULY 12, 2023

With the number of businesses available to your customer base, including big competitive retail brands, you have to make your business stand out from the pack. In the modern digital world, it’s by creating a seamless customer experience strategy. This is called the customer journey. How exactly do you do this?

Customer Experience 260

Customer Experience Strategy Self Service Customer Journeys 260

GetFeedback

OCTOBER 27, 2019

Defining customer satisfaction is not easy. On the surface, you think you know what it means to have a satisfied customer. The only way to really have an exact answer is to measure customer satisfaction. Before you can do that, it’ll probably serve you well to define customer satisfaction. Think about gyms.

Customer Satisfaction 191

Customer Satisfaction Measurement How To Effort Score 191

GetFeedback

FEBRUARY 7, 2020

The focus on customer experience isn’t going anywhere. In fact, we’d argue that superb customer experience is no longer just a “nice to have”; it’s a necessity for any business that wants to flourish in the coming years. . Twenty years ago, companies got measured against their competitors. Crafting a great customer experience.

NPS 199

NPS Net Promoter Score Effort Score Survey 199

Win the Customer

SEPTEMBER 12, 2023

Customer satisfaction is not just a feel-good metric; it’s a tangible indicator of how well your products, services, and interactions resonate with your audience. In this blog post, we’ll explore the significance of measuring customer satisfaction and delve into key metrics that provide valuable insights.

Customer Satisfaction 59

Customer Satisfaction Metrics Measurement Net Promoter Score 59

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. Customer Service versus Customer Experience: Master both! For me, customer service is more than support.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

GetFeedback

DECEMBER 10, 2018

It’s no secret it costs five times more to attract a new customer than to keep an existing one. This is because returning customers buy more over time so operating costs shrink; whereas finding new customers is laborious and expensive. NPS involves one simple question: How likely are you to recommend us to a friend or colleague?

NPS 210

NPS Net Promoter Score Survey Analytics 210

Retently

OCTOBER 5, 2023

Likewise, businesses meet plenty of customers with unique needs and preferences. But here’s a twist: what if we told you there’s a handy tool to help categorize customers, making it easier to cater to their needs? It’s the Net Promoter Score (NPS). But why all the buzz around NPS? These are your Promoters.

NPS 78

NPS Net Promoter Score Infographics Loyalty 78

BlueOcean

FEBRUARY 7, 2019

Those metrics were born in an era when customer service was a race, where whoever got to the finish line first (i.e. off the phone) – upsetting the least number of hurdles, extra points for a graceful gait – was the champion, the most successful, the most likely to win “customer service agent of the year.”.

Metrics 219

Metrics Customer Care Measurement Contact Center 219

GetFeedback

JANUARY 28, 2019

The results from Net Promoter Score (NPS) surveys are the most underutilized tool in business. Okay, it’s a bold statement, but the potential locked up inside your NPS survey results is huge. The real value doesn’t come from knowing your NPS is 70 or 0. Here are 5 ways to turn your NPS survey results into actionable insight.

NPS 246

NPS Survey Net Promoter Score CRM 246

GetFeedback

JULY 2, 2019

Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.

Net Promoter Score 150

Net Promoter Score NPS Measurement How To 150

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Loyalty 110

Loyalty Net Promoter Score Measurement NPS 110

ShepHyken

MAY 15, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here are four ways brands can create more meaningful connections with their customers. Here are my top five picks from last week.

Net Promoter Score 64

Net Promoter Score Self Service Customer Service NPS 64

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. Three Reasons Customer Experience Must be Top-of-Mind. Even worse, 91% of unhappy customers who are non-complainers simply leave. Five Common Customer Experience Metrics.

NPS 150

NPS Metrics Effort Score Customer Experience 150