ShepHyken

FEBRUARY 25, 2024

This is a cornerstone of customer obsession — when customers are “obsessed” with a brand. Customer advocacy becomes your best friend. That’s one of the reasons the Net Promoter Score (NPS) has become one of the most widely used metrics in corporate America and around the globe.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

FEBRUARY 18, 2024

While I’ve written about this before, here’s my most recent take on how AI will impact customer service and more. Ask These Questions To Better Understand Your Subscriber Satisfaction Score by Shep Hyken (Calix) The Net Promoter Score℠ (NPS®) has become one of the most popular ways for companies to measure customer satisfaction.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

Experience Investigators by 360Connext

JANUARY 28, 2020

That’s the cost of not considering customer experience in a full and integrated way with the strategy of your organization. Related: Customer Experience ROI: Why Not Investing can Sabotage Your Success. If Net Promoter Score (NPS) is your metric, then get to know where you stand and where you’ve been.

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Customer Journeys Net Promoter Score ROI Metrics 250

ShepHyken

FEBRUARY 11, 2019

When it comes to conversation, I like using AI for pushing information to the customer (such as when your order ships, where it is, etc.). 15 Net Promoter Score Statistics You Need To Know In 2019 by Anna Pogrebniak. My Comment: One of my favorite feedback measurements is NPS (Net Promoter Score).

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Net Promoter Score Chief Customer Officer Customer Service Customer Service Training 56

ShepHyken

JANUARY 30, 2019

The Net Promoter Score: On a scale of, what’s the likelihood you would recommend us to a friend or colleague? On a scale of one to ten, how would you rate our customer service? Shep Hyken is a customer service expert, keynote speaker, and New York Times bestselling business author.

Feedback 108

Feedback Net Promoter Score Survey Customer Service Training 108

ShepHyken

JULY 31, 2017

(NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: My friends at Customer Gauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Sit tight and enjoy the ride!

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Net Promoter Score Customer Service Hotels Effort Score 0

ShepHyken

NOVEMBER 27, 2023

You can’t define your brand—your customer does. It’s why the standard in brand measurement–net promoter score asks the fundamental question: How likely is it that you would recommend us to a friend or colleague? Taffet and Jordan Goldenberg (Fast Company) Here’s a little secret most branding agencies won’t tell you.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

Magellan Solutions

APRIL 11, 2024

In this article, discover the benefits, services offered, and tips for choosing the right partner to enhance your e-commerce experience. Shopify telephone support refers to the customer service trained professionals provide to assist Shopify merchants and their customers over the phone.

e-support 95

e-support Net Promoter Score Training Policies 95

ShepHyken

JUNE 27, 2016

This line from the article articulates this perfectly: In an age where aggregators find and retrieve a thousand different options for customers to choose from, a real customer experience is not defined by products. It’s defined by interactions between brand and customers. For information contact or www.hyken.com.

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Net Promoter Score Customer Service NPS Report 74

ShepHyken

APRIL 30, 2018

My Comment: I’m a big fan of NPS (Net Promoter Score), and many of you already know that. Lumoa asked 30 customer experience influencers their opinions on NPS. He makes the complicated simple to understand, especially when we are in heavy discussions about AI and other customer service and CX technologies.

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Net Promoter Score Customer Service Self Service NPS 81

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). Shep Hyken is a customer service and experience expert, award-winning keynote speaker, and New York Times bestselling business author. Follow on Twitter: @Hyken.

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Net Promoter Score NPS Banking Survey 90

ShepHyken

SEPTEMBER 14, 2020

There are four initial potential cases that can generate criticism from customers: My Comment: I recently featured an article on criticism in the weekly Top Five roundup. Take a quick read through this short ebook and start thinking in terms of experience versus customer support. Follow on Twitter: @Hyken.

Customer Service 85

Customer Service Net Promoter Score eBook B2B 85

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. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author.

Net Promoter Score 86

Net Promoter Score Customer Service Omni-Channel Customer Centricity 86

ShepHyken

MAY 16, 2022

Mention “Net Promoter Score” or “Customer Effort Score,” and you’ll need to order more chairs. Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. Go to The Customer Focus to learn more about our customer service training programs.

Customer Service 64

Customer Service Net Promoter Score Airlines Customer Journeys 64

InMoment XI

MARCH 11, 2024

Implementation: Changes or improvements resulting from the analysis are implemented in the product, service, or customer experience. This could involve refining processes, updating features, enhancing customer service training, or any other actions aimed at improving the overall customer experience.

Feedback 260

Feedback Net Promoter Score Customer Experience Social Media 260

ReviewTrackers

JULY 31, 2018

It is also the question that you’ll find in every survey that utilizes the Net Promoter Score (NPS) methodology, first introduced by Frederick Reichheld in his 2003 Harvard Business Review article, “ One Number You Need to Grow ”. The responses enable companies to categorize customers into Promoters, Passives, and Detractors.

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Net Promoter Score Feedback Examples Survey 50

ReviewTrackers

JULY 31, 2018

It is also the question that you’ll find in every survey that utilizes the Net Promoter Score (NPS) methodology, first introduced by Frederick Reichheld in his 2003 Harvard Business Review article, “ One Number You Need to Grow ”. The responses enable companies to categorize customers into Promoters, Passives, and Detractors.

Net Promoter Score 50

Net Promoter Score Feedback Examples Survey 50

ShepHyken

NOVEMBER 23, 2020

One of my favorites is the NPS (Net Promoter Score). Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com.

Customer Service 82

Customer Service Net Promoter Score Airlines Contact Center 82

ShepHyken

JULY 31, 2017

(NPS Benchmarks) Today, we will explore some the most prominent technology brands and their Net Promoter® Score achievements. My Comment: My friends at CustomerGauge have come out with another NPS (Net Promoter Score) post featuring benchmarks from the Tech industry. Sit tight and enjoy the ride!

Net Promoter Score 51

Net Promoter Score Customer Service Hotels Effort Score 51

Comm100

DECEMBER 14, 2017

Here are our steps you can use to build a management process which closes the loop and acts on customer feedback, all the while improving experiences for your customers. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams. Customer Experience Metrics.

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Strategy Customer Experience How To Effort Score 226

ShepHyken

MARCH 27, 2017

Our friends at CustomerGauge have a report that you can download (for free) that includes the Net Promoter Scores of these brands and many others (more than 2,000). Also included are articles with many tips and ideas to help increase your organization’s score! For information contact or www.hyken.com.

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Net Promoter Score Customer Service Call Center Tips 48

Second to None

MARCH 29, 2019

We have listed the top ten in a previous blog ; net promoter score, customer satisfaction, and customer effort score are all commonly used measurements to name a few. Say that you want to invest in a new training program for your customer service team in an effort to increase the efficiency of service.

ROI 86

ROI Measurement Effort Score How To 86

Stella Connect

OCTOBER 14, 2021

Empathy is what makes a contact center experience fantastic, the kind that leads to good reviews, high Net Promoter Scores (NPS), and return business. Explaining Empathy in Customer Service. It would be best to teach people to listen actively and respond appropriately to evoke the proper emotions.

Contact Center 52

Contact Center Net Promoter Score Effort Score NPS 52

ShepHyken

FEBRUARY 7, 2022

The 7 Steps You Need To Improve Your Net Promoter Score by Adam Ramshaw. Genroe) If you want to improve your Net Promoter Score you need more than a great NPS measurement process. My Comment: NPS (Net Promotor Score) is one of my favorite metrics. It’s a nice take on being authentic.

Net Promoter Score 14

Net Promoter Score Customer Service Contact Center NPS 14

ShepHyken

SEPTEMBER 4, 2017

(CustomerGauge) There are a hundreds of technology innovations clamouring for customer’s attention, yet only a few are dominating customers’ loyalty. My Comment: The CustomerGauge people continue to put out amazing content related to NPS (Net Promoter Score). For information contact or www.hyken.com.

Customer Service 63

Customer Service Net Promoter Score Self Service NPS 63

ShepHyken

JUNE 19, 2023

Organizations Should Focus on NPS by Dave Michels (No Jitter) There’s a lot of change occurring in Customer Service. NPS, or Net Promoter Score, is a highly effective, yet misunderstood metric that makes sense to keep. If you aren’t using it to measure customer satisfaction, this article will get you started.

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Net Promoter Score Customer Service NPS Customer Journeys 13

ShepHyken

NOVEMBER 21, 2016

In this guide, we will not only explain the statistical side of Net Promoter, but also how to do driver analysis with simple math that doesn’t require any statistical knowledge. My Comment: CustomerGuage has released an “eBook” about the power of NPS (Net Promoter Score). For information contact or www.hyken.com.

Social Media 48

Social Media Net Promoter Score Customer Service Handbook 48

ShepHyken

SEPTEMBER 6, 2021

(CMSWire) Customer Effort Score (CES) is a metric used to determine the amount of effort it takes customers to accomplish a specific task within a brand experience. Shep Hyken is a customer service expert, professional speaker, and New York Times bestselling business author. And, they won’t spam you.

Customer Service 26

Customer Service Effort Score Net Promoter Score Contact Center 26

ShepHyken

JULY 17, 2017

(CustomerThink) How do you measure customer service in your organization? Some of the most popular are customer satisfaction (or CSAT), Net Promoter Score (or NPS), and customer effort (occasionally abbreviated to CE but not often). Like anything, there’s several popular methods.

Customer Service 30

Customer Service Net Promoter Score Chatbots Effort Score 30

ShepHyken

JUNE 29, 2020

(CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

ViiBE Blog

AUGUST 27, 2021

Customer experience is broader and encompasses factors like how easy it is to complete a purchase, how good the customer service is, and how good the product or service is. When combined, these factors can give you an overview of your overall customer experience. This feedback will suggest areas for improvement. .

Net Promoter Score 52

Net Promoter Score First Call Resolution Effort Score Knowledge Base 52

Comm100

DECEMBER 12, 2017

Quality management means proactively improving the customer experience by researching the ‘why’ and ‘how’ of the customer journey. Here is a framework you can use to manage the quality of your customer experience. Free Download] 50 Customer Service Training Activities for Live Chat and Telephone Teams.

Training 105

Training Customer Experience Customer Journeys How To 105

Michel Falcon Experience

APRIL 7, 2020

Do I find myself asking, “I don’t have the budget for customer service training?” What is going to happen to my business and brand if I’m known for delivering average customer service? Of course, I knew that Apple’s retail customer experience had a great impact on their business but I needed to see it for myself.

Customer Experience 88

Customer Experience Customer Service How To Net Promoter Score 88

ShepHyken

APRIL 9, 2018

Net Promoter Score® 101: The Complete Guide by Anna Pogrebniak. My Comment: We close out this week’s “Top Five” list not with an article, but a comprehensive guide to understanding Net Promoter Score (NPS). Yet, they all – or at least should – drive repeat business.)

Net Promoter Score 88

Net Promoter Score Loyalty Programs Customer Service Chatbots 88

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

FEBRUARY 12, 2018

(CMSWire) Most brands recognize that customer-listening programs add value to their overall experience. However, almost all struggle to move beyond the basics of satisfaction scores and net promoter scores (NPS). As the author points out, “The key is to give new value to the voice of the customer.”.

Net Promoter Score 78

Net Promoter Score Customer Service Infographics B2C 78

ShepHyken

AUGUST 29, 2016

The Ultimate Net Promoter Score Infographic by CustomerGauge. CustomerGauge) Ever wonder how your New Promoter Score and overall customer experience compares to some of the biggest names in your industry? He gets loyalty and he shares several important trends to consider. Follow on Twitter: @Hyken .

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Net Promoter Score Customer Service Contact Center Infographics 0