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Three Steps Chevron Federal Credit Union Took to Reinvigorate its CX Program

InMoment XI

Step #2: Implement Advanced Text Analytics to Enable Closed Loop Feedback. To enable closed loop feedback , Chevron Federal Credit Union implemented the technology platform’s advanced text analytics capabilities. Step #3: Turn Member Feedback into Experience Improvement. Read the full case study to learn more.

NPS 493
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How to Turn NPS Feedback Into Reviews, Recommendations and Referrals

Retently

It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Without a clear strategy for turning NPS feedback into growth, it’s easy to run a business that people like but don’t talk about. Great feedback? You get what you ask for.

NPS 147
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Integrated CX: The Complete Guide

InMoment XI

The goal is to create a comprehensive view of the customer, drawing insights from various touch points such as interactions, purchases, and feedback. Integrated customer experience is a catalyst that improves organizations’ main metrics and bottom line. However, that couldn’t be further from the truth.

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How to Invite the Most Honest Customer Feedback — Case Study: SurveyGizmo

InteractionMetrics

Can you give us some feedback? We are all too familiar with customer feedback requests as they bombard us from every side: email signatures, website pop-ups, phone queues (“press 1 after this call to …”), even the grocery gal circles a survey she’d like us to take at the bottom of the receipt. Do you have time for a survey?

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Successfully introducing Customer Experience Functions in large businesses. A Case study by Ruth Crowley

CX Centric

This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Prototypes were also used including Customer and Associate feedback. The 5th stage involves the establishing of customer-centric KPIs and Metrics. Ruth Crowley. The full book can be purchased here.

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Using Customer Satisfaction Metrics: NPS Best Practices

Totango

Luckily, there’s a measure for that, too: customer satisfaction metrics. Therefore, you should not only track customer satisfaction, but you should also empower your customer success team to take action based on the lessons these metrics teach you, customer satisfaction metrics. . But how do you measure satisfaction?

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How to Gain Leadership Buy-In for Customer Experience: A Guide for CX Change Agents

Experience Investigators by 360Connext

I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees! Because the minute there’s a dip in revenue or forecast, then it becomes easy to think these efforts to collect customer feedback measurements aren’t really moving any of the busines goals forward.