Experience Investigators by 360Connext

OCTOBER 17, 2023

Here are some strategies to gain leadership buy-in for customer experience, the importance of measuring CX performance, and how to effectively communicate the business case for CX transformation. Reporting on a Net Promoter Score (NPS) month after month that doesn’t vary too dramatically can create a sense of complacency.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). the question of NPS for your company:? Pitfall #1: NPS reports aren’t showing the full picture.

NPS 96

NPS Net Promoter Score Company Feedback 96

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. Left: Staged photo to communicate vision. “Your store dropped 1% in NPS scores this month!”

Case Study 152

Case Study Airlines Conference Wait Times 152

BirdEye

AUGUST 3, 2023

6 Customer satisfaction metrics to start measuring 5 Best practices for customer satisfaction 2 CSAT alternatives: CES & NPS How to use CSAT as your differentiator? 2 CSAT alternatives: CES & NPS While the CSAT score is a widely used metric, several alternative methods exist to measure customer experience and satisfaction.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

BlueOcean

JANUARY 9, 2018

Check out our latest case study about our custom integration between a client’s IVR system and cloud-based ticketing system. If you use AI correctly, get ready to see those NPS stats go through the roof. IVR Custom Integration for a Multinational Communications Corporation: A Case Study. Related Articles.

Omni-Channel 191

Omni-Channel Customer Care Contact Center Case Study 191

TechSee

DECEMBER 9, 2020

For example, an attended RPA case study may be related to the onboarding process, automating the series of documents that a new customer must fill out and sign, or information entry, where a human agent can trigger an RPA task to update customer information across multiple systems. Tip 2: Communicate the changes to the agents.

Contact Center 109

Contact Center Contact Center Workflow Case Study Tips 109

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. The results focus on five core KPIs: truck rolls, FCR, NPS, AHT and product returns. NPS enhanced by 45%. KPI #3: Net Promoter Score (NPS). Truck rolls reduced by 19%.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. Then they need to communicate it throughout the company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. It provides insight into the overall customer relationship and satisfaction.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

ViiBE Blog

JANUARY 25, 2021

ViiBE’s technology enables Zendesk users to engage in visual, AR remote assistance communication with their customers and/or technicians. Recent use cases have reported first contact resolution (FCR) rate increases of up to 25%, increases in net promoter score (NPS) rates over 30%, and a reduction in technician dispatch by 20%.

CRM 52

CRM Video Case Study Net Promoter Score 52

Totango

AUGUST 21, 2020

Case Study: Monster. Create or iterate on your digital engagement strategy to ensure you can communicate at scale with both low-touch and high-touch customers. . Case Study: Zoom. Case Study: SevenRooms. Use event- and usage-based SuccessPlays. Customer Success Is a Team Sport .

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78

NobelBiz

MARCH 12, 2024

Streamlining Communication Across Platforms: By breaking down data silos and integrating information from various channels, Unified CXM enables seamless communication across platforms. By centralizing customer data and streamlining communication, businesses can reduce redundancies and minimize manual effort.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

Survicate

JANUARY 11, 2019

Survicate NPS ®. How Agendor keeps improving their product with Survicate Website Surveys, and how a Product Management NPS ® Survey can be used to improve the work of the entire company. Agendor’s primary survey, however, is NPS ® sent via Website Survey and displayed inside the website application. Online CRM. 50+ employees.

NPS 40

NPS Customer Insights Survey Roadmap 40

GetFeedback

SEPTEMBER 24, 2019

Marketers are usually tasked with brand building, lead generation, and customer communications. Getting advocates to participate in case studies and referral programs would be a big win for marketers, and thus a win for CX leaders, too. In one case, the CX team surfaced a communications issue about changes in account ownership.

How To 150

How To ROI Policies Analysis 150

SurveySensum

MAY 9, 2022

Invite your loyal customers to participate in case studies. Also, this process demonstrates the beginning of an interactive relationship with the customer as this will, later on, help you to invite your loyal customers/promoters to participate in further events like case studies or webinars, and so on. .

Feedback 52

Feedback Case Study Effort Score Chief Customer Officer 52

Michel Falcon Experience

AUGUST 13, 2014

” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. This is part of the reason why the Net Promoter Score (NPS) has become popular among companies of all sizes. As you can see, they also use NPS. Case Study #3: CLIENTpulse.

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Survey Net Promoter Score Case Study NPS 147

Ascribe

SEPTEMBER 16, 2023

Adding sentiment analysis to themes also helps researchers quickly sort and communicate the brand or product’s status and track how it changes over time, significantly reducing analysis time. To shed light on this capability, here is a case study based on a one-question customer satisfaction survey about a health club.

Analysis 52

Analysis Social Media Case Study NPS 52

Hello Customer

FEBRUARY 6, 2020

A classic Hello Customer survey contains one metric question like an NPS, CSAT or CES and only one open text question asking the respondent why they gave that score. Interested in reading the full case study? Here's how Hello Customer helps them achieve success: 1. The 2 Question Surveys. A simple formula with big results.

Effort Score 88

Effort Score Marketing Case Study Analysis 88

NobelBiz

DECEMBER 19, 2023

Brayan Carpio Senior Call Center Manager, Call4You Marketing Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case.

Call Center 106

Call Center Management Contact Center Wait Times 106

Totango

DECEMBER 5, 2019

You can also help your customers by developing open communication channels and encouraging frequent opportunities for feedback and discussion of best practices. Try tracking Net Promoter Scores (NPS), which measure customer loyalty. Identify important events that require engagement, such as changes in a customer’s NPS.

How To 64

How To Net Promoter Score NPS Effort Score 64

ChurnZero

AUGUST 29, 2019

Inflow Communications is one of the nation’s top Unified Communications and Contact Center providers. As a pioneer in contact center and customer experience technologies, Inflow Communications provides training and consulting to hundreds of customers around the world. . The Challenges . Meeting Inflow’s Goals .

Effort Score 49

Effort Score How To Contact Center Case Study 49

GetFeedback

JUNE 22, 2019

You can use your creative writing skills to make your NPS question more effective and increase your survey response rate. What is Net Promoter Score (NPS)? The NPS question starts with, “ How likely are you to recommend our company to a friend or colleague?” The same goes for your NPS survey.

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NPS Net Promoter Score Survey Effort Score 304

Kayako

DECEMBER 3, 2015

Maybe you could send over some case studies – like these ! Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. How great would it be to champion the impact of proactive support on NPS? Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Confirmit

NOVEMBER 16, 2020

Company-wide customer focus resulted in an all-time high NPS score, with a +32% increase in 2019. PennyMac embedded and expanded a VoC program across its business to covers multiple touchpoints, including website, customer communications, and customer service call center. Response rates increased by 42% compared to the previous year.

Insurance 52

Insurance Case Study Touchpoint eBook 52

CX Journey

JUNE 14, 2017

I was once lambasted on Twitter because I shared a view that opposed the mainstream position on NPS. NPS is not for everyone; we know that. You will be a coach, a trainer, a teacher, a communicator, a salesperson, and an advocate. It's OK to read and to understand opposing views. Read about, or attend, Disney U.

Chief Customer Officer 144

Chief Customer Officer NPS Consulting Resources 144

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

CX Journey

AUGUST 29, 2018

Community : from public visibility to community engagement and social care benefits. Communication : keeping the CX journey alive, so everyone can see progress and ideals. It helps so much that Gerry continues to see things through a customer lens and complain when things go wrong.

Case Study 86

Case Study Hotels Consulting Culture 86

ChurnZero

JANUARY 26, 2022

NPS scores. Pro tip: happy customers make great product ambassadors, testimonials, or case studies. Using a tech touch engagement model, CSMs can focus their time on what matters most and design a smarter engagement model for clients instead of spending time on repetitive tasks and communications. Production adoption.

Customer Retention 97

Customer Retention Chief Customer Officer Customer Journeys Touchpoint 97

Amity

MARCH 27, 2017

• 8 Tips For Creating a Great Case Study. Case studies are a great way to show new prospects that your product or services will make them successful. Work closely together to ensure customers aren't receiving too many communications from various touch points. NPS is all about actionable data.

Customer Success 48

Customer Success Marketing Case Study Conference 48

ChurnZero

APRIL 13, 2021

It is up to the CCO to effectively communicate the need for a business or process change and lead the way to embarking on a new path. Responsibilities: Communication with the customer to establish rapport and identify customer expectations and facilitate change management to drive product adoption and renewals. Drive change.

Customer Success 98

Customer Success Chief Customer Officer Customer Centricity Fashion 98

Totango

JANUARY 14, 2020

That’s why you must help the CS team enable effective communication with other parties by standardizing processes and aligning teams. . Customer Experience: If the CS team finds a customer with a low NPS (Net Promoter Score) , they can ask the customer experience team to follow up. How Customer Success Teams Can Help Other Departments.

Customer Success 63

Customer Success B2B Net Promoter Score Case Study 63

inQuba

FEBRUARY 7, 2023

Poor communication Insurer communication is typically infrequent, sales-focused, and lacking the context of the policy holder. A one-size-fits-all approach to communication becomes unmeaningful and invisible quickly, and valuable information gets lost. Value communications build loyalty and trust.

Insurance 52

Insurance Customer Journeys Policies Communication 52

SurveyGizmo

JANUARY 16, 2018

Case Study Overview. Communication of collected CX data across departments was inefficient due to rigid and outdated processes. Better measurement of customer experience and loyalty via NPS surveys. A seamless Salesforce integration for efficient data management and communication. Meet Vertafore. The Challenges.

Customer Experience 40

Customer Experience Net Promoter Score Insurance Case Study 40

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? How will you communicate data to key stakeholders? If you don’t already have all of the data that you need in place, it will take you time and energy to get it.

Customer Insights 208

Customer Insights Strategy Customer Journeys How To 208

ChurnZero

SEPTEMBER 20, 2022

The potential ROI for you includes glowing reviews, solid customer case studies, and constructive feedback to improve your product and service—as well as increased retention and recurring revenue. You can also demonstrate professionalism through your communication. We also specifically measure CES and NPS.

Meeting 52

Meeting Sports Case Study Hospitality 52

Totango

OCTOBER 13, 2020

You can activate word-of-mouth recommendations by turning customers into advocates , and display their advocacy through case studies published on your website, reference calls, or testimonials from clients included in webinars. Use surveys like NPS to help gather customer sentiment. Build a Customer Community.

Strategy 62

Strategy Effort Score B2B Customer Success 62

inQuba

FEBRUARY 3, 2023

At inQuba we’ve seen journey orchestration achieve some fantastic results: A 31% increase in portal registration (insurance) A 34% increase in onboarding conversion (fintech) A 200% increase in customer engagement (insurance & investment) Significant improvements in customer satisfaction and NPS Why is Journey Orchestration important?

Customer Journeys 52

Customer Journeys Insurance Analytics Touchpoint 52