Beyond Philosophy

SEPTEMBER 8, 2022

My best was with Maersk Line, the largest shipping container company in the world. The results were a 40-point increase in their Net Promoter Score® (NPS) over 30 months and a 10 percent increase in shipping volumes. Then, you Improve those on a grander scale with plenty of communication throughout the company.

Case Study 97

Case Study ROI Study Customer Experience 97

ShepHyken

APRIL 14, 2024

Lessons from the Field: 3 Easy Ways to Customize Customer Experiences & Increase Brand Loyalty by Anand Subbaraj (Fast Company) Personalization encourages customers to both return for more service and recommend that service to others. So, let’s start with a Fast Company that has three tips. The research also points to solutions.

Net Promoter Score 72

Net Promoter Score Loyalty Programs Customer Service Ecommerce 72

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction.

NPS 148

NPS Net Promoter Score Feedback Case Study 148

AskNicely

APRIL 4, 2018

How does a SaaS-based fleet software company solve complex customer needs at scale? We decided Net Promoter Score (NPS) was the best way to do that.”. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study. Wendy Pochop.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

Genroe

DECEMBER 15, 2014

Unfortunately John Greathouse has jumped to a few conclusions when he penned his article in the Wall Street Journal: Startups Should Focus On Their NRS — Net Revenue Score. There are quite a few items that need review including: Mis-Understanding Net Promoter Score. This may be true but it is incidental.

Net Promoter Score 63

Net Promoter Score NPS Case Study Feedback 63

ShepHyken

MAY 9, 2023

Top Takeaways: The Net Promoter Score (NPS) is the question that lets your customer rate the likelihood of them recommending your business on a scale of 0 to 10. A rating of 9 or 10 is a promoter. Leverage your promoters. Use their feedback for marketing purposes, testimonials, and case studies.

Net Promoter Score 62

Net Promoter Score NPS Case Study Roadmap 62

AskNicely

MARCH 22, 2018

I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. . Once I learned the simple science and best practices behind it, I wanted to share it with every friend, past colleague, and company that I could find. . True story).

NPS 150

NPS Net Promoter Score Case Study Culture 150

InMoment XI

FEBRUARY 12, 2024

Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. Net Promoter Score (NPS) NPS measures the likelihood of customers recommending your business to others.

Effort Score 260

Effort Score NPS Net Promoter Score ROI 260

Up Your Service

MAY 16, 2016

NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). Within 36 months the company achieved a comprehensive cultural revolution with “New Ideas, More Value” as the key differentiator in a crowded field.

Case Study 40

Case Study Technology Study B2B 40

Up Your Service

MAY 16, 2016

NIIT Technologies was widely viewed as a reliable company with excellent talent. The company was trusted to deliver well on clearly defined Service Level Agreements (SLAs). Within 36 months the company achieved a comprehensive cultural revolution with “New Ideas, More Value” as the key differentiator in a crowded field.

Case Study 40

Case Study Technology Study B2B 40

Beyond Philosophy

NOVEMBER 30, 2023

For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. In his case, RICOH did that later in the process, but when they did, significant improvements manifested. NICE Systems, Inc., NICE Systems, Inc.,

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

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:? The same applies for B2B SaaS companies.

NPS 96

NPS Net Promoter Score Company Feedback 96

Magellan Solutions

AUGUST 1, 2021

Telemarketing Philippines is both simple and complicated for SMEs, so why not look at the strategies big companies do? But all small companies need some form of help to expand and grow. Telemarketing companies Philippines provide support to SMEs that need manpower and technology to meet their customers’ demand.

Net Promoter Score 52

Net Promoter Score Company Call Center NPS 52

AskNicely

APRIL 17, 2017

After all, if your executives are not on board, your company can’t really benefit from NPS. It can also be a good idea to gather some case studies from other companies (ideally from your industry). Propose a Trial and Create Mini Case Studies. You can then use that information to develop a case study.

NPS 150

NPS Case Study Social Media Net Promoter Score 150

SurveyGizmo

AUGUST 20, 2020

Want to increase your Net Promoter Score by 15%? Customer Case Study: Mozilla Creates Actionable Voice of the Customer Feedback. When the Court of Justice of the European Union (ECJ) recently invalidated the EU-US Privacy Shield framework, it affected about 5,300 companies. Reduce customer churn by 3%?

Net Promoter Score 92

Net Promoter Score NPS Case Study Survey 92

Horizon CX

DECEMBER 1, 2023

Real-world examples from successful companies will be highlighted to underscore this point. Real-world examples from successful companies will be highlighted to underscore this point. The company positions itself as a provider of premium products and services, and positive customer experience is central to maintaining this brand image.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Second to None

OCTOBER 19, 2020

Employee engagement considers a wider range of metrics than simple “happiness” or “satisfaction” scores. An engaged employee is more likely to stay with your company longer. You can determine if they are proud of their work and proud to be part of your company by asking employees directly. Your Net Promoter Score is low.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

Experience Investigators by 360Connext

OCTOBER 26, 2017

ANY consistently measured score, whether it’s Customer Satisfaction ( C-Sat) or Net Promoter Score (NPS), or some combination of things, is better than nothing. If you can track scores on an ongoing basis, you can discern what customers are trying to tell you. Is that C-Sat score going up consistently?

Net Promoter Score 231

Net Promoter Score Case Study NPS Customer Centricity 231

Beyond Philosophy

OCTOBER 4, 2019

Case Study: RICOH Printers (Canada). Some companies get their Customer Experience right, and we can all learn a lot from their journey. One of these companies is RICOH Canada. They increased their Net Promoter Score® [i] (NPS) by 34 points over 30 months. However, not every cause is lost.

Case Study 21

Case Study NPS Net Promoter Score Study 21

Lumoa

DECEMBER 18, 2017

More and more companies put a customer at the centre of their business operations. Jim is a big fan of customer journey mapping and helps companies of all sizes - from startups to largest corporations to improve customer-focused results. Right now, companies are working on bringing value through customer experience.

Analytics 273

Analytics Customer Journeys Customer Experience Net Promoter Score 273

Gainsight

OCTOBER 2, 2023

Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic. CS Operations are becoming more important and more common in companies with 20+ CSMs. But while NPS is popular, the use cases vary quite a bit.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

Gainsight

OCTOBER 2, 2023

Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic. CS Operations are becoming more important and more common in companies with 20+ CSMs. But while NPS is popular, the use cases vary quite a bit.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Net Promoter Score (NPS) : NPS gauges customer loyalty by asking how likely customers are to recommend a company’s products or services.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

Michel Falcon Experience

APRIL 23, 2019

Disclaimer : I love Starbucks but I recognize that we share Starbucks stories, and companies like theirs, frequently. I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Totango

JUNE 23, 2020

Brand ambassadors have used the Net Promoter Score (NPS) to get those answers for almost a decade. Created by Bain & Company as a way of measuring the customer experience, the tool is an attempt to predict growth based on a customer’s current satisfaction. How Net Promoter Scores Work.

Net Promoter Score 62

Net Promoter Score NPS Effort Score How To 62

AskNicely

FEBRUARY 21, 2018

Please contact a legal professional for advice on how to navigate GDPR and NPS for your company, product, industry, and customers. As a global SaaS company in the customer feedback business, we thought it only fair that we talk a little bit about the GDPR and how it can affect NPS at your company. The GDPR and AskNicely.

NPS 150

NPS Feedback Net Promoter Score Case Study 150

BirdEye

AUGUST 3, 2023

How to calculate your CSAT score? Case study of customer satisfaction done right with Birdeye FAQs on customer satisfaction score Scale your customer satisfaction with Birdeye Survey What is the customer satisfaction score? How to calculate your CSAT score? Financial advisors – 79. Automobiles – 78.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Confirmit

JANUARY 15, 2020

Surveys provide real-time feedback on specific customer experience interactions, from a preparedness to recommend (Net Promoter Score®) and from an ease-of-use scale (Net Easy Score). The RS team using Net Promoter Score® to monitor the impact of the decisions they make based on customer insight.

Net Promoter Score 52

Net Promoter Score Analytics Case Study Customer Centricity 52

CSM Magazine

FEBRUARY 11, 2021

Case studies from Thomson Reuters and other Calabrio customers putting analytics to work are featured. How giving agents insights into their performance can boost Net Promoter Scores. The ebook also includes links to video case study presentations from the three-award winning organisations profiled.

Analytics 59

Analytics Net Promoter Score eBook Case Study 59

Eptica

SEPTEMBER 4, 2019

That’s why so many successful companies operate Voice of the Customer (VoC) programs. The company chose Eptica’s vecko AI-powered Voice of the Customer technology to help. For a detailed overview of the business benefits being delivered read our case study here. Share this page on: Tweet.

Net Promoter Score 62

Net Promoter Score Consumers Effort Score Customer Experience 62

customer sure

FEBRUARY 1, 2023

The proof is in the results, with Marmalade Insurance reporting an improvement in Customer Satisfaction (CSAT) of 16%, going from 75% to 87%, as well as a 7% increase in Net Promoter Score (NPS), now sitting at 73 for customers who have purchased online. And we have a heap of case studies to prove it.

Insurance 62

Insurance NPS Feedback Net Promoter Score 62

Beyond Philosophy

JANUARY 2, 2019

The first was from Nunwood , a UK-based research company with a Customer Experience index, and it showed that improvements in Customer Experience were not happening. With all the effort that companies are putting into improving their Customer Experience, why are there no improvements? Maersk Line is an excellent example. Pick one. (If

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

NobelBiz

MARCH 5, 2024

Call center reporting is an integral component of modern customer service strategy, acting as the foundation upon which companies can measure, understand, and enhance their interactions with customers. Table of Contents What is Call Center Reporting? This metric assesses the overall engagement and satisfaction levels of your team.

Call Center 59

Call Center Report Contact Center Net Promoter Score 59

Michel Falcon Experience

AUGUST 13, 2014

Every company, regardless of size or industry, must use surveys to improve their customer experience. ” The passive company : A company who passively collects feedback but lets the data sit in a virtual storage unit which brings no value to the customer or the business. Which company are you? Why is this?

Survey 147

Survey Net Promoter Score Case Study NPS 147

SurveyGizmo

AUGUST 20, 2020

Want to increase your Net Promoter Score by 15%? Customer Case Study: Mozilla Creates Actionable Voice of the Customer Feedback. When the Court of Justice of the European Union (ECJ) recently invalidated the EU-US Privacy Shield framework, it affected about 5,300 companies. Reduce customer churn by 3%?

Net Promoter Score 52

Net Promoter Score NPS Case Study Survey 52

AskNicely

JANUARY 29, 2018

Auror is a New Zealand-based SaaS company that provides real-time crime intelligence. Not your everyday SaaS company, right? NPS touches every aspect of our company,” muses Batterbury. When Auror started tracking NPS, the general feeling was that their score was low. Auror: Making the World a Safer Place with Data.

NPS 150

NPS Net Promoter Score Roadmap Retail 150

Totango

MAY 5, 2021

It is essential for a company to understand the behavior, opinions, and needs of their customers to provide the best service possible. By measuring customer experience, companies can easily become more educated about customer behavior and opinions. The Importance of Measuring Customer Experience. Customer Satisfaction Surveys (CSAT).

Measurement 118

Measurement Effort Score Customer Experience Data 118