Remove Customer Journeys Remove Customer Success Remove Metrics Remove NPS
article thumbnail

Is the Net Promoter Score Metric Outdated?

Retently

That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology. The reality, however, is that NPS® is just as valuable as a customer satisfaction tool as ever. Are you stuck in the customer satisfaction bubble?

article thumbnail

A Guide to NPS for Brand Management and Customer Success Consultants

Retently

If you’re part of a brand management or customer success consultancy, Net Promoter Score® could be the all-in-one customer satisfaction metric you’ve been looking for. Designed to accurately assess customer sentiment, Net Promoter Score has several benefits that other customer satisfaction metrics don’t.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Benefits of Outsourcing your NPS process

Retently

Business owners now realize that there are many reasons that companies, both big and small, outsource various jobs, and Customer Success is no different. Let’s explore the advantages of outsourcing your NPS process in order to help you make an informed decision for your business strategy.

NPS 147
article thumbnail

5 Customer Journey Touchpoints to Measure

Lumoa

At what point during the customer journey should you measure how the customer is feeling? After their journey is over? In reality, there are several customer touchpoints along the customer journey where you can (and should!) Imagine being a customer buying a train ticket. In the middle?

article thumbnail

Optimizing the Customer Journey with Digital CS Metrics

Gainsight

In the world of Customer Success, metrics often tell the story. And based on those metrics— and their intimate knowledge of their customers’ businesses—Customer Success Managers (CSMs) are able to craft strategies that improve the customer experience. Prioritizing Customer Journey Metrics.

Metrics 105
article thumbnail

Communicating CX: 15 Tips for Talking About Customer Experience

Experience Investigators by 360Connext

Share customer journey maps and insights. Don’t limit key insights and journey maps to just certain leaders or teams. As you are building customer journey maps, share what you find. Explain how to review the map and what might be most interesting or surprising for employees to learn.

article thumbnail

5 Questions to Ask When Making the Choice – Customer Journey Map or Touchpoint Map?

Education Services Group

They may sound the same, but customer journey maps are different from touchpoint maps (also known as service blueprints). They are both ways of looking at the customer journey, but one concentrates on the front-end, customer experience and the other focuses on the back-end processes that drive those experiences.