Retently

AUGUST 29, 2022

One of the most common questions we receive, as an NPS®-focused software business, is how Net Promoter Score® differs from the type of data you can extract by studying people’s reactions on social media platforms like Facebook, Twitter and Instagram. NPS Measures Customer Satisfaction, Not Public Opinion.

Social Media 158

Social Media NPS Net Promoter Score Marketing 158

ProProfs Chat

APRIL 25, 2019

Well, one answer to that question is to make more sales, and no doubt that is important, another answer to that is customer retention. And what exactly is customer retention? No points for guessing, retain customers. Offer Customers Testimonials and Use Cases During the Sales Process.

Customer Retention 66

Customer Retention Net Promoter Score How To Social Media 66

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. The Direct Link Between CX and Revenue Growth To begin, it is essential to understand that positive customer experiences directly correlate to revenue growth.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Totango

MAY 14, 2021

Customer retention is the keystone in any customer success strategy. There are many different types of customer retention metrics that one can track. Which customer retention metrics have the biggest impact on your business? Customer Retention Rate. Revenue Churn Rate.

Customer Retention 65

Customer Retention Metrics Effort Score Net Promoter Score 65

Retently

JULY 11, 2022

If your company is charging the clients on a monthly basis, signing up new customers and keeping them onboard has an incredible impact on your revenue, growth rate and profits. If a customer is a Detractor , there’s a serious chance that they’ll cancel their subscription either in the next billing period or in the near future.

NPS 158

NPS Net Promoter Score Company Tips 158

Totango

FEBRUARY 10, 2021

A customer success strategy is a proactive plan for guiding your clients to outcomes that satisfy their needs. When your customers enjoy more value, your product adoption rates rise and customer retention rates go up. This promotes success for your company as well as your customers.

Customer Retention 84

Customer Retention Customer Journeys Customer Success Strategy 84

ChurnZero

OCTOBER 26, 2021

2021 SaaS Awards Announced – APPEALIE Honors The Very Best In Software. 41 SaaS apps were recognized for their demonstrated excellence and customer outcomes. “As software becomes more ubiquitous in our work and personal lives, the expectations of the users are continually growing. SAAS CUSTOMER SUCCESS AWARD WINNERS.

Net Promoter Score 98

Net Promoter Score NPS Software Touchpoint 98

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. But what if you’re not one of the world’s largest companies?

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

Solvvy

AUGUST 17, 2022

Key performance indicators (KPIs) give businesses a way to measure and monitor progress toward business goals and ensure leaders are steering their companies toward a great track record with customer satisfaction and business growth. Why Should Businesses Track Customer Service KPIs? A survey by Propel Software found that 54% of U.S.

Net Promoter Score 102

Net Promoter Score Measurement Effort Score Chatbots 102

SurveySensum

AUGUST 3, 2023

Imagine you run a B2B marketing software company that provides innovative marketing solutions to small businesses. But you’re not quite sure how it’s being received by your customers. This is where B2B SaaS feedback software comes to the rescue! What is B2B SaaS feedback software?

B2B 52

B2B Software Feedback NPS 52

Retently

JUNE 28, 2022

Net Promoter Score® lets you measure and analyze customer satisfaction to learn more about what people like (and dislike) about your product or business. It’s a valuable metric – for most companies and it’s the most valuable metric available for measuring customer loyalty and satisfaction. Great feedback?

NPS 148

NPS Net Promoter Score Feedback Case Study 148

ShepHyken

APRIL 11, 2017

Adam Dorrell on How to Monetize the Net Promoter Score. How do you use the Net Promoter Score® to retain your customers? How can you sell the C-Suite on the benefits of investing in Customer Retention? The score is nice to know, but what does it mean to your business?

Net Promoter Score 83

Net Promoter Score NPS Customer Retention CRM 83

SurveySparrow

DECEMBER 29, 2023

When it comes to business competition, offering an exceptional customer experience (CX) is an absolute must. An outstanding CX is the heart of customer retention and a key strategy for customer acquisition. What is the Customer Experience Roadmap? Why Build a Customer Experience Roadmap?

Roadmap 52

Roadmap Net Promoter Score Customer Journeys Customer Experience 52

delighted

JULY 13, 2022

If so, you’ve experienced customer loyalty. And likely, if something in your customer experience with the brand has gone awry in the past, e.g., your order didn’t ship when they said it would or the item that arrived did not look like the item you ordered, the brand was eager to make it right – and in turn, that earned your loyalty even more.

Loyalty 88

Loyalty Measurement Customer Experience Net Promoter Score 88

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. You Mon is a serial entrepreneur and the Founder and CEO of ChurnZero.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. By tapping into the voice of the customer , companies can gain a deeper understanding of customer needs and craft meaningful experiences that foster loyalty. So, let’s get started.

NPS 146

NPS Comparison Survey Net Promoter Score 146

Confirmit

OCTOBER 18, 2018

What Is Customer Retention? Customer retention refers to an organization’s processes and activities that aim at stopping customers from churning or switching to a competitor. Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Gainsight

OCTOBER 19, 2023

If this past year has shown us anything, it’s that companies with the most agility and a strong focus on the customer are the ones that are poised to thrive in a constantly shifting and uncertain economy. We surveyed nearly 400 companies throughout North America to create the Customer Success Index 2023 North America (or CS Index for short).

Customer Success 52

Customer Success Net Promoter Score NPS Customer Retention 52

PeopleMetrics

FEBRUARY 21, 2023

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again.

Customer Journeys 117

Customer Journeys Customer Experience How To Net Promoter Score 117

ProProfs Chat

SEPTEMBER 27, 2019

For every $1 you invest in customer experience through help desk and similar platforms, you can reap a return on investment of $3. So it makes sense to leverage on a support desk software to grow your customer experience. After all, you cannot afford bad customer service. 1 For Effective Ticket Management.

Omni-Channel 70

Omni-Channel Software Customer Success Social Media 70

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. The scale of NPS, in terms of the ability to reach thousands or tens of thousands of customers, just isn’t as applicable or relevant for an average B2B company.

Net Promoter Score 148

Net Promoter Score B2B Company B2C 148

ReviewTrackers

JANUARY 2, 2020

Voice of the Customer (VoC) is a strategy to improve the customer experience by incorporating customer feedback into marketing and operations. If done correctly, you can also use VoC to bolster your customer retention. Bring 10X Revenue and Retain Customers with VoC Programs. The difference: 10x.

Net Promoter Score 113

Net Promoter Score Social Media Effort Score Analysis 113

BirdEye

MAY 30, 2023

Microsoft’s State of Global Customer Service Report showed that 77% of customers view brands more favorably if they seek out and apply customer feedback. In this blog post, we’ll explore the best customer feedback tools you can use to quickly gather, manage, analyze, and action customer feedback.

Tools 98

Tools Feedback Net Promoter Score Social Media 98

PeopleMetrics

FEBRUARY 25, 2022

Customer experience (CX) has become an essential cornerstone of modern business strategy. It helps you improve customer retention rates, efficiently focus on your highest-impact customers, and continually improve your services. But what is customer experience? Benefits of Customer Experience.

Customer Experience 71

Customer Experience Net Promoter Score Customer Journeys Touchpoint 71

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority. What is B2B Customer Experience?

B2B 107

B2B Customer Experience B2C Net Promoter Score 107

ChurnZero

JANUARY 18, 2024

The role of the chief customer officer has become an essential function in subscription-based business models such as software-as-a-service (SaaS), where customer retention is paramount and requires executive-level leadership. If a customer churns before the payback period is met, it’s a financial net loss.

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Insurance Software 52

BirdEye

AUGUST 3, 2023

Imagine a world where every customer leaves your store, feeling satisfied and eager to return. However, it’s not just about wishful thinking; it’s about understanding the key metric to make this dream a reality – the customer satisfaction score (CSAT). Table of contents What is the customer satisfaction score?

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 82

B2B Net Promoter Score Self Service Social Media 82

Totango

FEBRUARY 19, 2021

Know the Most Important Customer Satisfaction KPI Metrics to Monitor. Your customer satisfaction KPI data lends you invaluable insight into whether your customers are likely to buy from you again or promote you to others. Why Customer Satisfaction KPI Numbers Matter. Net Promoter Score (NPS).

Customer Satisfaction 63

Customer Satisfaction Net Promoter Score Effort Score NPS 63

delighted

AUGUST 10, 2022

Every business wants loyal and satisfied customers. Every business loses once-loyal and no-longer-satisfied customers for one reason or another. Customer churn is an inevitable part of running a company – but by measuring it, understanding it, and taking action to improve it, you can turn lost customers into opportunities.

Measurement 87

Measurement How To Customer Journeys Net Promoter Score 87

SurveySensum

OCTOBER 26, 2023

Paul’s online handcrafted jewelry store started seeing a decline in customer satisfaction and repeat purchases. So he started sending CSAT surveys after every purchase to his customers to learn about their shopping experience, product quality, and overall satisfaction. Why should you Measure Customer Satisfaction?

Customer Satisfaction 52

Customer Satisfaction Metrics Measurement Strategy 52

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

ProProfs Chat

SEPTEMBER 9, 2020

“How do we get ardent customers for our brand?”. If you find yourself sharing the same concern frequently, then you need to build a customer loyalty program. But with the awesome customer loyalty programs in place, they’ve successfully ensured that customers return to their store to make a purchase and earn more points.

Loyalty Programs 96

Loyalty Programs Loyalty Net Promoter Score Gamification 96

Retently

APRIL 18, 2024

Are you leveraging the full potential of the in-app NPS survey to tap into customer feedback? Discover the effectiveness of in-app NPS surveys in capturing customer sentiment and learn best practices for embedding them into your digital platform for more meaningful insights that drive growth. Let’s get started. What’s NPS All About?

NPS 78

NPS Survey Net Promoter Score Effort Score 78

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. You Mon is an seasoned entrepreneur and the founder and CEO of ChurnZero.

Metrics 52

Metrics Customer Success Net Promoter Score Company 52

Gainsight

OCTOBER 2, 2023

View this post on Instagram A post shared by HubSpot (@hubspot) Which is why here at Gainsight, we are delighted to announce the findings of the Customer Success Index EMEA 2023. Based on the results of our latest survey of European companies, it is clear that the field of Customer Success (CS) is all grown up—and strategic.

Customer Success 52

Customer Success Net Promoter Score NPS Case Study 52