ShepHyken

FEBRUARY 20, 2024

It’s right out of my book I’ll Be Back: How to Get Customers To Come Back Again and Again. So, like the Time Well Spent question, ask yourself, “Is what I’m doing right now going to get the customer to come back the next time they need what we sell?” Connect with Shep on LinkedIn.

Metrics 154

Metrics Customer Service Measurement Customer Service Training 154

ShepHyken

SEPTEMBER 28, 2020

(Forbes) In a study led by IDC’s Alan Webber, Program Vice President for Customer Experience, and commissioned by Qualtrics, we uncovered three common themes in what CX leaders at companies with more than 500 employees are prioritizing in their programs. Level-up Your Customer Service With These 4 Dynamite Strategies by Tom Sagi.

Customer Service 76

Customer Service Culture Poor Customer Service Contact Center 76

ShepHyken

AUGUST 15, 2018

This is a very simple question to use in a survey as a follow-up to the simple survey question, like the Net Promoter Score question (NPS). For those that may not be familiar with the NPS survey question, it is simply this: On a scale of zero to ten, what is the likelihood that you would recommend us to a friend, colleague or family member.

Net Promoter Score 90

Net Promoter Score NPS Banking Survey 90

ShepHyken

MARCH 18, 2019

Improving NPS for a Better Customer Experience by Kathy Doering. CustomerThink) Quality Assurance in the contact center is being used to improve NPS (Net Promoter Score) and overall customer experience. 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 88

Net Promoter Score Customer Service Omni-Channel Customer Centricity 88

ShepHyken

APRIL 30, 2018

(Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. NPS is used by the biggest companies and leaders in its industries: from Apple to Airbnb, from Amazon to Tesla. At the same time, NPS is often a subject of critics and misunderstanding.

Net Promoter Score 82

Net Promoter Score Customer Service Self Service NPS 82

ShepHyken

JULY 31, 2017

By the way, it’s usually not the product that causes the customer to become angry. A Closer Look at the State of NPS for the Technology Sector by Cvetilena Gocheva. NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. Great insights from Customer Gauge.

Net Promoter Score 0

Net Promoter Score Customer Service Hotels Effort Score 0

Stella Connect

NOVEMBER 29, 2021

3: Collecting Real-Time Customer Feedback. The power of capturing and adapting your customer service strategies based on the voice of the customer is undeniable, especially when you consider the immediate impact of just one poor customer experience. Following up with customers who have a negative experience.

Meeting 84

Meeting First Call Resolution Poor Customer Service Effort Score 84