Daniel Group

JUNE 23, 2022

Finding the balance between negative and positive feedback for greater success. You can’t become discouraged by or focus only on negative feedback surveys. Annual Client Conference | Dollars & Sense: What’s Next in CX? Welcome to Success Strategies | June/July 2022. October 19 and 20, 2022, Charlotte, NC.

Feedback 52

Feedback Net Promoter Score NPS Conference 52

Gainsight

SEPTEMBER 28, 2020

Gainsight was fortunate enough to “be in the room” at Industry , one of Product Managers’ largest conferences. Shawna Wolverston, EVP of Product at Zendesk, shared similar feedback. One way to solve this challenge is to use customer surveys which can allow you to normalize all the feedback to determine the next best course of action.

Conference 66

Conference Industry Metrics Effort Score 66

Beyond Philosophy

JANUARY 4, 2024

One of the significant changes during COVID-19 was the lack of conferences. Some of you might celebrate that, but some of you, like me, recognize that conferences have a lot of value. Attending a conference to share projects and get feedback is an excellent way to help you navigate your career. NICE Systems, Inc.,

Net Promoter Score 97

Net Promoter Score Effort Score NPS Conference 97

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. Product Engagement Score: A More Accurate Predictor of Churn Than NPS? – Find out how to work with Product to help predict customer churn.

Conference 98

Conference Customer Success Leadership Sales 98

Daniel Group

SEPTEMBER 26, 2023

In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective , I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement). Our theme is Build a Stronger CX Culture.

Conference 52

Conference Customer Centricity NPS Metrics 52

SurveySparrow

JUNE 18, 2021

Looking for some samples of feedback forms that you can use to create your own? Companies understand that it’s crucial to gather feedback from their customers. Over two-thirds of companies gather and act on feedback from their customers. But most companies struggle to collect actionable feedback from their customers.

Feedback 52

Feedback Net Promoter Score Effort Score NPS 52

customer sure

NOVEMBER 27, 2023

These awards, part of the ICS Annual Conference , recognise and celebrate the organisations delivering outstanding customer experience, whether it be through people, initiatives or software like ours. We’ve seen very rewarding results - CSAT, CES and NPS have all increased since implementing our survey strategy.”

Customer Satisfaction 62

Customer Satisfaction Conference Healthcare Insurance 62

Daniel Group

SEPTEMBER 15, 2023

Fred Reichheld is a prominent figure in the business world, known for creating the NPS program and his contributions to customer loyalty. Fred’s engaging speaking skills were evident during a client conference hosted by Lynn Daniel where he was the keynote speaker. NICE Systems, Inc., and Fred Reichheld. NICE Systems, Inc.,

Net Promoter Score 95

Net Promoter Score NPS Loyalty Metrics 95

Retently

MARCH 11, 2024

Post-event surveys are crucial for this feedback, but the real challenge is knowing the right questions to ask. A balanced mix of closed-ended and open-ended questions in post-event surveys is essential for collecting a comprehensive range of feedback, from quantitative data to qualitative insights.

Survey 119

Survey Analysis Feedback Effort Score 119

CSM Magazine

OCTOBER 6, 2021

Calabrio , the customer experience intelligence company, spotlighted the winners of its analytics competition and ONE Awards during its annual customer conference, Calabrio Customer Connect (C3). Sentiment analysis showed a 3% increase in Net Promoter Score (NPS) and improvements to clients’ overall wellbeing score.

Conference 52

Conference Analytics Net Promoter Score Average Handle Time 52

AskNicely

JANUARY 17, 2017

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? Collecting feedback is a great start, but it also pays to think about when – what are the best points in your customers’ life cycles to collect feedback? 2) Plug things together.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

AskNicely

JANUARY 17, 2017

Ensure you’re collecting NPS feedback on a regular basis – how else will you know how happy and loyal your customers are? Collecting feedback is a great start, but it also pays to think about when – what are the best points in your customers’ life cycles to collect feedback? 2) Plug things together.

Net Promoter Score 150

Net Promoter Score NPS Conference Feedback 150

ReviewTrackers

MAY 8, 2017

To help your leaders and managers in your organization become CX experts, we compiled a list of customer experience conferences and events to attend this 2017. Customer Experience Conferences and Events. Gartner Digital Marketing Conference. Looking for the latest trends, tools, strategies, and insights on CX? Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Survicate

FEBRUARY 20, 2019

On the one hand, with thousands of clients and leads just a couple swipes and clicks away, advertising and collecting feedback has never been so easy. But it’s a full-fledged tragedy if you’re not aware if (and where) your clients are leaving you negative feedback, and can’t make amends or drive your product strategy accordingly.

Feedback 81

Feedback Management Survey Tools 81

Daniel Group

MAY 12, 2022

He also outlines steps to use your NPS data to determine your “Earned Growth Rate (EGR),” which helps quantify how much referral activity is worth. Please mark your calendars for October 19 and 20 for our annual Client Conference to be held here in Charlotte, NC. The formula for calculating your company’s EGR is here.

Net Promoter Score 98

Net Promoter Score Customer Experience NPS Conference 98

delighted

JUNE 7, 2019

Digital survey distribution methods (think email, SMS text, chat link URL, and web intercept surveys) get great response rates and high-quality feedback for two reasons: they’re user-friendly and timed to catch folks while the experience is still fresh. Scan the QR code with your phone camera to provide feedback on your experience.

Feedback 58

Feedback Survey Conference Customers 58

ClientSuccess

MARCH 20, 2017

Net Promoter Score (NPS) has been a long standing metric that many organizations rely on to determine the health of their customer base. 4 NPS Challenges to Consider and How to Navigate Around Them. Here are 4 things customer success teams should keep in mind as it pertains to NPS: 1. Low Response Rate. Segmented By User Type.

NPS 40

NPS Customer Success Net Promoter Score ROI 40

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. NPS is not the answer.

Customer Success 98

Customer Success NPS Metrics Net Promoter Score 98

ChurnZero

MARCH 24, 2023

1: Is NPS a Customer Success metric? Stephanie Berner: My answer is unequivocally no— Net Promoter Score (NPS) should not be a CS metric. Using only NPS to measure a CS team is far too narrow, it’s easy to game (depending on who you survey and how you cut the data), and it lacks context. NPS is not the answer.

Customer Success 97

Customer Success NPS Metrics Net Promoter Score 97

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. However, you should also have a feedback loop to identify when and if those engagements fall short of expectations. NPS indicates customer loyalty.

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

Education Services Group

OCTOBER 15, 2020

We were thrilled to sponsor the first annual BIG RYG Customer Success Conference, and have our own Vice President of Customer Success & Operations, Megan Macaluso , included in the list of impressive speakers! (If I’m excited to pair PES with NPS, then incorporate both into future Customer Success projects.

Net Promoter Score 105

Net Promoter Score Conference Customer Success NPS 105

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. “Your store dropped 1% in NPS scores this month!” ” But now there are ways to tie individual customer’s feedback with the specific employees who served them. It’s all about your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

Horizon CX

JUNE 10, 2022

For example, I worked with an organization that developed a voice-of-the-customer (VoC) program with the primary objective of achieving a high Net Promoter Score (NPS). Where score-chasing becomes the primary objective of CX, programs like those tend to end abruptly or slowly disappear.

Customer Journeys 130

Customer Journeys System Net Promoter Score NPS 130

ProProfs Chat

APRIL 17, 2020

Be it a small gathering, conference, sports event, fundraisers, trade shows, capturing the valuable feedback has become essential for businesses, associations, or even non-profit organizations. Depending on the event and the scope of feedback, the questions could be asked in different ways, like: Yes or no questions.

Survey 83

Survey Conference NPS Feedback 83

ShepHyken

MARCH 18, 2019

When I speak at conferences in front of an organization’s leadership, I’m almost always asked about how to build the customer-foc used culture. Improving NPS for a Better Customer Experience by Kathy Doering. My Comment: If you’ve read my work and these weekly roundups, then you know that I’m a fan of the NPS survey.

Net Promoter Score 87

Net Promoter Score Customer Service Omni-Channel Customer Centricity 87

SurveyGizmo

NOVEMBER 4, 2020

Vanessa Bagnato, Director of Enterprise Solutions for Alchemer, attended the virtual conference, so we talked to her about the experience. . Alchemer: What were your biggest takeaways from the conference? Alchemer: What did you feel was missing from the conference? Intelligent feedback routing and automation.

Customer Centricity 52

Customer Centricity Trends Conference e-support 52

Daniel Group

JANUARY 30, 2020

It is not good enough to listen to the feedback passively; it is essential to act on what customers are saying. Our clients that are the best at both listening to and acting on feedback are the ones who have superior experiences for their customers. Learn what you are missing at your company without a B2B Customer Feedback program.

B2B 52

B2B Conference eBook B2C 52

Customer Bliss

AUGUST 9, 2018

Be Brave, Bring Customer Feedback to the Forefront. With a focus on understanding who their customers are and what they want, Daniel gathered Voice of Customer data for their feedback on the PTC experience. The leaders were shocked by some of the feedback and were motivated to transform the experience. How is it used?

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

CSM Magazine

FEBRUARY 8, 2022

Airmeet’s immersive engagement suite empowers businesses and communities to connect with their audience, engage in meaningful conversations, exchange feedback, and build long-lasting relationships through events. Airmeet provides an innovative platform that benefits both online and offline conference features.

Engagement 52

Engagement Conference Multi-Channel Touchpoint 52

Thematic

MARCH 13, 2023

It's a conference full of surprises, where you can expect the unexpected. The conference is so large that it's impossible to experience everything it has to offer. He presented XM Discover (former Clarabridge), a solution for understanding customer feedback at scale in front of an audience of 10K people.

Entertainment 62

Entertainment Conference Advertising Airlines 62

delighted

MARCH 15, 2019

A VoC program is the way a company gathers, analyzes, and acts on customer feedback to create a customer-centric culture. When most companies want to improve their customer experience with a VoC program, they often start with just one customer survey type—usually a net promoter score (NPS) or customer satisfaction (CSAT) survey.

Net Promoter Score 75

Net Promoter Score Tips NPS Effort Score 75

ChurnZero

APRIL 7, 2021

Here’s some reasons why B2B software companies should put a dedicated effort into getting customers to provide their feedback via review sites. With the emergence of Customer Success as a dedicated department, customer reviews and their rankings can help prove the team’s value by tracking NPS and customer satisfaction scores.

Customer Success 81

Customer Success B2B Effort Score Software 81

Gainsight

NOVEMBER 2, 2020

This is part 5 of our 12-part series “This is Product-Led,” inspired by our conference for Gainsight PX users, Pulse for Product. Gong measures fanhood using NPS surveys, and by all measures, they’re doing a great job: Their NPS score is 79, compared to an average of 20 for similar software companies.

NPS 52

NPS Analytics Conference Video 52

Gainsight

JUNE 29, 2020

After the incredible success of Pulse Everywhere, the virtual version of Gainsight’s annual Pulse conference, we were inundated with inquiries from companies across the industry. But what is the best way to utilize and leverage PX to a company’s advantage within a virtual conference? It is very flexible and user friendly.

Analytics 52

Analytics Data Conference Report 52

PeopleMetrics

JUNE 26, 2019

This past month I attended Forrester’s CXNYC 2019 conference to experience firsthand the advancements being made in the CX market (as well as to showcase our own advancements at PeopleMetrics ). The majority are measuring transactions by using metrics like Net Promoter Score (NPS) or CSAT. Conclusion.

Chatbots 115

Chatbots Self Service Net Promoter Score CEM 115

Horizon CX

APRIL 1, 2020

As the story goes, three business executives had traveled from out of town to attend a conference, and at the end of the first day, they gathered in their hotel lobby and asked the concierge to recommend a good place to eat. To maintain its anonymity, I will call it “Pete’s Diner.”.

Hotels 147

Hotels Conference Travel Advertising 147

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Some blog areas are limited to Khoros customers only.

Social Media 52

Social Media Roadmap Trends Hospitality 52