CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. Journey mapping is integral.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating.

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented.

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. A positive SaaS customer experience involves: Seamless onboarding Responsive support Personalized interactions Consistent value delivery , throughout the customer journey.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Kitewheel

JUNE 3, 2020

To advance the customer journey at your business, you need to know how your systems are performing in the present. Especially when things change rapidly, as they did in the first few months of 2020, finding answers to customer journey questions like “What are the paths our customers are taking?”

Customer Journeys 52

Customer Journeys Analytics Call Center Trends 52

Education Services Group

MAY 12, 2022

Do you see the connection to Net Promoter Score (NPS) yet? it would have been a historic promoter fest—10s all around, the perfect NPS, and all champions and advocates for me. Think about the scenarios and timing when you choose to ask your customers this question. Collecting NPS as part of a support survey. Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

AskNicely

AUGUST 17, 2018

Obsession expressed through actioning customer feedback. It used to be that companies set up focus groups to try to capture the voice of the customer (VoC). Enter the Net Promoter Score (NPS) survey. NPS is a one-question survey that collects how likely, on a scale of 0-10 a customer would recommend you to a friend or colleague.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

InMoment XI

OCTOBER 24, 2023

These analytics tools delve deep, illuminating the nuances of every conversation, every piece of customer feedback , and every touchpoint. They paint a vivid picture of the customer journey , highlighting the highs, the lows, and everything in between. Collecting data is akin to gathering puzzle pieces.

Contact Center 260

Contact Center Analytics Multi-Channel Effort Score 260

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. 1: map your customer journey.

ROI 309

ROI How To Touchpoint Hotels 309

Feedbackly

DECEMBER 2, 2022

CX metrics have helped brands understand their customers and improve their customer journey accordingly. In the 1990s, the hallmark of fabulous customer experience was pinned to a great product or service. Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

inQuba

JANUARY 27, 2023

What is Customer Journey Management, & Does It Matter? Customer Journey Management is the laser technology of CX, offering precision & control, addressing experiences & guiding customers forward. Go to the webinar Twenty Years Later, is NPS Still Relevant?

NPS 52

NPS Customer Journeys Banking Metrics 52

SurveySensum

OCTOBER 5, 2020

For any B2B SaaS company that is starting its Voice of Customer program, the customer journey is the first step to understand your customers. It will tell you at what different stages you should launch customer surveys to collect feedback. . Click here to know more about the customer journey .

Customer Journeys 52

Customer Journeys B2B Survey Net Promoter Score 52

ClientSuccess

AUGUST 28, 2020

Being able to quickly pivot to help customers reach their goals – even if these are new goals established very recently – is key in stopping potential customer churn in its tracks. A dedicated customer churn platform gives CSMs the flexibility and insight they need to successfully change customer journey maps mid-program.

Customer relationships 95

Customer relationships Software Customer Journeys Customer Success 95

NobelBiz

NOVEMBER 13, 2023

Satisfied customers are more likely to stay loyal and continue their relationship with the brand, leading to a higher customer retention rate and, ultimately, sustained revenue growth. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store! Call center recording.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Tracking NPS scores No, the headline of this article isn’t a misprint.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59

SurveySparrow

DECEMBER 24, 2023

Businesses often rely on specialized survey metrics when gauging customer satisfaction and loyalty. Let’s delve into three popular ones: Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) …and see how they align with various types of customer experience surveys.

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

Gainsight

FEBRUARY 26, 2024

Today’s customers expect a seamless omnichannel experience as they move from onboarding to product adoption to renewal—and it’s critical to lead them to value quickly to ensure your product becomes sticky along the way. Here’s a look at how to drive adoption with digital user journeys. Automate renewals via digital touchpoints.

How To 52

How To NPS Effort Score Touchpoint 52

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. Watch the webinar to get the full inside scoop! How to Win the “Make or Break” Moments in the SaaS Customer Journey.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

Feedbackly

OCTOBER 20, 2022

You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS. QuestionPro also offers a feature called NPS+ that is geared to help businesses understand the root cause of the pain points. However, NPS has many limitations when it comes to applicability.

Feedback 75

Feedback Software Multi-Channel NPS 75

ChurnZero

FEBRUARY 28, 2020

Q&A: Digital Customer Success Strategies to Drive User Adoption. Accessing meaningful data points early in the customer journey can be difficult. You can easily miss opportunities to deeply understand your customers’ behavior when your insights depend on those data points. How are you categorizing your customers?

Customer Success 64

Customer Success Customer Journeys Strategy Exercises 64

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston based customer experience design firm and a subsidiary of the Service Profit Chain Institute. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

Clarivate

FEBRUARY 21, 2018

Imagine the possibilities if your company was to take this data, hand it to a team of data scientists who would also examine your industry, call center data, NPS scores, and customer journey mapping data, and combine all their statistical models. New Type of Customer Data.

Analytics 49

Analytics Customer Journeys Touchpoint Call Center 49

NICE inContact

OCTOBER 23, 2019

Trends and insights are easily discovered through the full customer journey. Here are 3 key benefits that automatically analyzing all interactions can provide to your customer experience : Target the best opportunities for improvement across all channels. Train more effectively.

Contact Center 121

Contact Center Analytics Call Center NPS 121

Gainsight

MARCH 26, 2024

She jumped into Customer Success from the world of Finance, and she has brought her unique perspective to bear in helping FloQast’s clients achieve their goals. Now that she’s officially a Customer Success veteran, Filley’s frontline experience has left her with key insights and strategies to succeed as a CSM.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

SurveySparrow

DECEMBER 25, 2023

You might also know about transactional NPS and relational NPS. Focusing on an overall experience or individual aspects of a customer journey and improving each touchpoint experience. What is Transactional NPS? This score is like a report card, showing you how well you made your customers happy at that moment.

Net Promoter Score 52

Net Promoter Score NPS Touchpoint Survey 52

ChurnZero

AUGUST 14, 2020

as well as custom fields and parent-child relationships. Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Customer Support/Service Software and Ticketing Systems. What is customer support software?

Software 87

Software Customer Success NPS Net Promoter Score 87

Wootric CX Blog

DECEMBER 2, 2019

As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge. You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty.

Voice of Customer 52

Voice of Customer NPS Meeting Net Promoter Score 52

NICE inContact

SEPTEMBER 19, 2017

First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are. Are you interested in getting more detail on this?

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

ClientSuccess

JULY 20, 2022

It’s also essential to ask for input from customers on smaller items and more significant strategic initiatives to ensure they feel their feedback is valued. All customer success organizations leverage some sort of feedback system through surveys, NPS, or Customer Health Scoring. Toolkit: Customer Journey Toolkit.

Feedback 89

Feedback How To eBook Tips 89

ClientSuccess

APRIL 12, 2022

As a customer success professional, you work with scores daily. From NPS to customer satisfaction to customer health scores, you probably know how to calculate many, many complex data points into an easy-to-use score. What is a Customer Effort Score . Webinar: Customer Goals – How to Identify, Track, and Achieve.

Effort Score 52

Effort Score NPS Touchpoint Metrics 52

Totango

JULY 22, 2022

At Totango, our goal is always to provide the best possible tools to help you meet and exceed your customer success goals in both good and challenging economic times. We are constantly adding innovative new apps to our Customer Journey Marketplace , including our newest Engage Customers SuccessBLOC. Overall NPS score.

Communication 100

Communication NPS Case Study Metrics 100

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

NICE inContact

AUGUST 21, 2019

If you have to choose one metric to measure the overall success of a company, that would be around customer experience (CX). Measured as NPS, CSAT, Effort Score or others, it is the most significant measure that impacts top line and bottom and this is how. Take an Outside-in View of the Customer not an Inside-out Organizational View.

Customer Experience 136

Customer Experience Contact Center Effort Score Call Center 136

ChurnZero

OCTOBER 11, 2019

At a minimum you should have a renewal conversation with your customer at least 60 days out from their subscription expiration date. You will want to make sure you have done your preliminary research before reaching out to the customer. Check their product usage, their customer health score, and their NPS scores.

Customer Journeys 66

Customer Journeys Effort Score Self Service Touchpoint 66

Feedbackly

OCTOBER 19, 2023

The versatility of CSAT surveys makes them applicable to almost any situation related to customer satisfaction. Moreover, CSAT is not limited to one stage in the customer journey, unlike KPIs like NPS. It can be used to measure any touchpoint at any stage in the buying journey. Wanna learn more?

Customer Satisfaction 52

Customer Satisfaction Survey Touchpoint NPS 52