ViiBE Blog

JANUARY 25, 2021

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%. However, how exactly does Zendesk video call produce superior customer service? Case study: Decathlon. Case study: Daikin.

CRM 52

CRM Video Case Study Net Promoter Score 52

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Here's how to focus your efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Here's how to focus your efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Thematic

APRIL 17, 2024

Measurable ROI Customer experience analytics lets you demonstrate the return on investment (ROI) of your customer-centric efforts. Suddenly, a drop in NPS scores has context – you know exactly WHAT caused the dissatisfaction, not just that it happened. Here's how to focus your efforts.

Analytics 62

Analytics Customer Experience Analysis Effort Score 62

Michel Falcon Experience

SEPTEMBER 17, 2014

Zappos is a case study on how to do this. The ROI of some customer experience initiatives can take 6, 12 or 24 months to come to surface. Investing to improve your contact centres training program isn’t so attractive but will pay a higher ROI. They think long term. Good Enough is No Longer Good Enough.

Customer Focused 167

Customer Focused Customer Centricity ROI Case Study 167

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS).

Metrics 59

Metrics Net Promoter Score Effort Score NPS 59

Confirmit

DECEMBER 17, 2018

While, as CX practitioners, we often love to see NPS® scores increase, we need to get our heads out of the analysis and focus on delivering on the promise – real business impact. The future of Voice of the Customer is about change and ROI. How to turn words into action. How to measure the ROI of your VoC program.

Chief Customer Officer 40

Chief Customer Officer Case Study Return on Investment ROI 40

Wootric CX Blog

SEPTEMBER 13, 2018

You’ve got a C-suite sponsor and they’ve been fostering a customer-centric culture across the whole company with NPS as the guiding star. You’re already asking for feedback through the entire customer journey and now that you’ve got a relatively mature CX program, you’re wondering how to extract even more value out of it.

Analytics 81

Analytics Tips ROI NPS 81

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

CSM Practice

FEBRUARY 24, 2020

As a business leader , you can use these customer success team performance metrics to measure the ROI of the customer success team. Advocacy activity measures the number of advocacy activities your CSM or Customer Success team drove, such as referrals, reviews, case studies, etc. 6. Net Promoter Score (NPS).

Metrics 52

Metrics Customer Success Net Promoter Score Effort Score 52

BirdEye

MAY 13, 2024

Learn how Orange Fish Consulting deployed the audience insights from Birdeye to understand market conditions, analyze trends, gauge customer sentiment, and understand buying behavior. View the case study now! How to use Facebook audience insights as an audience insights tool?

Tools 62

Tools Social Media Multi-Channel Advertising 62

ChurnZero

JULY 9, 2020

If you teach a customer how to use your product to fix a problem, you’re in the game. If you teach a customer how to be better at their job, you’re playing for keeps. . For tactical-oriented webinars that show how to use functionality, measuring their impact is rather straightforward with product usage data.

Strategy 64

Strategy Marketing Case Study Effort Score 64

InMoment XI

NOVEMBER 15, 2023

We’ll explore what customer experience analytics is, where it comes from, important metrics to consider, its benefits, real-world examples, and how to drive value from this practice. It involves a single question: “On a scale of 0 to 10, how likely are you to recommend our product/service to a friend or colleague?”

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

SmartKarrot

APRIL 6, 2021

how to sell your customer success tool to them. This blog will help you create a case for CS software. How to Sell your Customer Success Software to C-level Executives. Understand what the objective is and create a financial case around it. Support your statement with real examples and case studies.

Customer Success 18

Customer Success Software Chief Customer Officer How To 18

CustomerSuccessBox

JUNE 20, 2022

It’s still working to understand how to best engage, onboard, nurture, and mature product use amongst a variety of different customers. For modern Customer Success teams to quickly detect and course-correct wayward consumers, deep sentiment analysis of conversations, much beyond Net Promoter Score (NPS), will be necessary.

Software 52

Software Customer Success Effort Score Net Promoter Score 52

Stella Connect

MAY 11, 2017

There’s input (investment) and output (ROI + waste). Your job is to create a sustainable power source with near 100% efficiency (high ROI, minimal waste). Case Study: Using VoC Data to Save the Customer Relationship. The average star rating in this group is now 4.65, and the average NPS score has jumped to 22.

Voice of Customer 40

Voice of Customer Data Contact Center Return on Investment 40

inQuba

FEBRUARY 7, 2023

While the last few years have accelerated digital transformation for insurers, many executives are still struggling to understand their policy holders’ real end-to-end journeys, or know how to correct them! Did you achieve the implementation ROI that was targeted? Case study coming up! CONTACT US NOW!

Insurance 52

Insurance Customer Journeys Policies Communication 52

ChurnZero

FEBRUARY 26, 2021

At ChurnZero’s recent virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to eliminate unhealthy friction between departments. He also recommends internally sharing NPS feedback and finding ways to share the accountability for those metrics across departments.

Customer Success 59

Customer Success Company Management Roadmap 59

Stella Connect

MARCH 8, 2018

The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy. As part of this rollout, contact center managers were trained on how to leverage the real-time feedback to optimize agent performance.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Stella Connect

MARCH 8, 2018

The company also uses Stella Connect to measure Net Promoter Scores (NPS), a key internal metric for tracking customer satisfaction and advocacy. As part of this rollout, contact center managers were trained on how to leverage the real-time feedback to optimize agent performance.

Contact Center 40

Contact Center Net Promoter Score Connections ROI 40

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. How to win: Tailor relevant questions to these different people based on role and segment your analysis for true account-level granular insight. Are you helping everyone within the account benefit or get ROI?

B2B 40

B2B B2C ROI Analysis 40

Waypoint Group

DECEMBER 3, 2015

It’s familiar and easy find a free website that will tally up the responses and pop out an NPS. To truly move the needle when measuring CX/CSAT/NPS in a B2B company, consider these fundamental differences for B2B: The people within 1 account group will have different roles, which will dictate how they interact with your product.

B2B 40

B2B Customer Experience B2C Analysis 40

ChurnZero

DECEMBER 20, 2019

Leading CS practices are looking for ways to actualize the value proposition into their playbook and maturity model so there is an execution path and narrative for driving ROI and expansion. . . and how to take them from murky to magic. . . High-value outcomes with real ROIs will reign supreme. .

Customer Success 80

Customer Success Chief Customer Officer ROI Sales 80

Waypoint Group

MAY 28, 2015

Focusing on the individual users also provides great insight to marketing and other departments to know who would be a point of contact for a future case study or referral for sales. Better understand disparity in success between accounts: Lots of companies wonder after they calculate an NPS ® whether it’s a “good score” or not.

B2B 40

B2B Management Effort Score NPS 40

Retently

AUGUST 22, 2018

But before we dive deep into the NPS® competitive analysis, let’s first understand why airlines, as an industry, trails other verticals in delivering customer satisfaction. Satmetrix NICE 2018 NPS Benchmark by Industry. Competitive NPS Analysis in the Industry. The 2014 US Consumer Airlines study.

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Airlines Customer Satisfaction NPS Net Promoter Score 92

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. Let’s look at does unstructured data actually include, how does one approach the analysis to ultimately improve customer service. Case study.

Data 59

Data Customer Service How To Contact Center 59

delighted

AUGUST 9, 2019

Along with the examples above, written or video case studies are another way to capture social proof and relay it to your market. How do you request high-quality, effective customer testimonials? Customizable Net Promoter Score (NPS) surveys and Customer Satisfaction Score (CSAT) surveys are a great way to capture this feedback.

Marketing 50

Marketing Social Media Net Promoter Score Effort Score 50

SurveySparrow

MARCH 26, 2021

How to build a go-to marketing strategy: #1 Create buyer personas: The first thing that any business should do before crafting any type of marketing strategy is to create buyer personas. Prospects like them should be given case studies, tutorials, webinars, demos, etc. Winding up. .

Strategy 52

Strategy Marketing Advertising Airlines 52

Kustomer

DECEMBER 31, 2020

Those three being leadership, assessment, and involvement all help to guide companies to higher NPS scores, better survey results, and long-term customer delight. And then knowing how to mobilize your company toward customer centricity. How do you start to think about building this kind of a customer centered culture?

Customer Centricity 59

Customer Centricity Culture Leadership Effort Score 59

SurveySparrow

MARCH 9, 2024

Apart from listing the top voice of customer tools, we will be providing you with insights on how to choose a tool as well. How to choose the right VoC tool? Understand customer pulse with NPS®, CSAT, and CES surveys. Supports NPS®, CSAT, and CES surveys to gauge customer perception of your brand.

Tools 52

Tools Voice of Customer Touchpoint Social Media 52

Thematic

MARCH 27, 2024

Here's how to translate Voice of the Customer data into actionable churn reduction.  By defining clear success metrics and showcasing the return on investment (ROI), you can demonstrate the value your VoC program brings to the business.

Effort Score 62

Effort Score Analysis Feedback Net Promoter Score 62

SurveySensum

SEPTEMBER 8, 2023

This small case study shows that when companies move beyond the traditional customer satisfaction metric and rigorously measure NPS , they can find ways to make customers happier, which, in turn, can lead to increased revenue. Yet most businesses struggle to move beyond measuring their NPS.

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NPS ROI Social Media Effort Score 52

ClearAction

AUGUST 6, 2019

In addition to studying these customer insight sources singularly, patterns are researched in how the customer insight sources correlate to one another. For example, do churn customers have a low NPS or high customer effort score? And how is the qualitative data explaining the reasons behind that?

Customer Journeys 48

Customer Journeys Marketing Effort Score Net Promoter Score 48

SmartKarrot

OCTOBER 12, 2022

But how can you assess the current state of your B2B customer experience and figure out how to effectively target and make changes so that your clients are happier and more devoted? How to design and track a customer account journey for B2B enterprises? Customer account journey for B2B organizations can help with this. .

B2B 10

B2B Customer Journeys How To Net Promoter Score 10

LiveChat

OCTOBER 13, 2017

If you learn how to skillfully manage the customer experience, you’ll enjoy the benefits that come out from it. How to create a customer experience strategy. Even during an interview you can present a simple case study of an irate customer and ask a potential employee how they would react.

Customer Experience Management 57

Customer Experience Management Customer Experience Management Social Media 57

Confirmit

DECEMBER 5, 2018

But actually metrics like the Net Promoter Score (NPS)®, Customer Effort Score® or Overall Customer Satisfaction are also crucial. How to build a customer success plan is different for most organizations. How to Design a Customer Success Team? Definition of how the team will fit within the organizational structure.

Customer Success 40

Customer Success Effort Score Touchpoint Metrics 40

Stella Connect

APRIL 17, 2018

Here’s how to maximize the impact and value of your customer service coaching program. Ask them for their ideas on how to correct the problem(s). Here’s how to start laying that new cultural foundation, brick by brick. Coach your service team strategically. Don’t focus too heavily on low performers. Don’t lecture; listen.

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Customer Service Training Training Tips Customer Service 62