Lumoa
APRIL 7, 2022
Net Promoter Scores are always an interesting topic of conversation, and industry NPS benchmarks even more so. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction. A Net Promoter Score (NPS) is a metric used to measure customer loyalty and satisfaction.
InMoment XI
OCTOBER 4, 2023
Today, there are a lot of customer feedback management (CFM) companies talking about integrated CX. But, we are confident in saying that the strategies we are developing that view the customer experience as the sum of integrated feedback, insights, and actions are going to distinguish us from our competitors in a significant way.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Lumoa
JANUARY 2, 2023
Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . In This Article: What is a transactional NPS (tNPS)? How to calculate transactional NPS (tNPS)?
Lumoa
FEBRUARY 7, 2023
Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?
Advertisement
The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Two years later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify their CX measurement programs accordingly. Have the drivers of customer experience changed?
GetFeedback
DECEMBER 26, 2018
Since its inception, Salesforce has focused on giving organizations a holistic view of their customer data. But most modern CRMs, including Salesforce, lack one large piece: customer surveys. If you’re going to house your customer data somewhere, why isn’t there an easy way to sync customer feedback to that system?
Feedbackly
JANUARY 5, 2023
What is NPS? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” from the customers.
Advertisement
CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder: Does Net Promoter Score® (NPS) still have the same predictive power. Have the drivers of customer experience changed? Do loyalty metrics need to be reassessed?
Advertisement
Determining behaviors that are critical to successful customer experiences, and then coaching agents to exceed that standard on every customer interaction, is the key to running a great contact center.
Advertisement
Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? How to measure Emotional Experience and EVI®. How to calculate EVI®. We know CX matters when it comes to sales.
Advertisement
If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.
Speaker: Curtis Bingham, CEO, Chief Customer Officer Council
Customer Experience is the new black. NPS and Loyalty are the new shiny. But our research indicates customer loyalty is simply the wrong thing to be measuring. It doesn’t measure actual customer behavior—and therefore a limited predictor of desired outcomes. How you can measure "Ease of Doing Business" & customer effort.
Expert insights. Personalized for you.
208 
Let's personalize your content