GetFeedback

FEBRUARY 15, 2019

It’s time to implement a Net Promoter Score (NPS) program. Net Promoter Score is a trusted measure of customer loyalty. Many companies measure NPS, but few use it to its fullest potential. The Net Promoter Score survey isn’t where the magic happens—it’s where it begins. The Ins & Outs of NPS.

Net Promoter Score 150

Net Promoter Score NPS Effort Score How To 150

Zeisler Consulting

SEPTEMBER 15, 2021

is to improve the alignment between what your company says it’s all about (call it mission/vision, corporate values/principles, or simply Brand Promise) and the experience your Customers have when they interact with your brand. Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.)

Effort Score 93

Effort Score Sales Exercises Study 93

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 52

Trends Self Service Effort Score Social Media 52

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in higher CSAT and NPS scores for your business.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

delighted

AUGUST 23, 2019

It is the process and tools you use to improve the touchpoints and interactions customers have with your company and the resulting perceptions from those interactions. While you’re at it, get buy-in internally for your effort and let people know you will be following up on how they can get more involved. Keep it simple.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

CX Journey

APRIL 7, 2016

When that’s the case, efforts to train customer-facing employees often generates frustration. Companies spend vast sums training employees to follow procedures and flowcharts when interacting with customers. (“If Therefore, include everyone in service training, and focus special attention on internal service providers.

Culture 80

Culture How To Net Promoter Score Airlines 80

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. However, these efforts are focused exclusively on the latter half of the customer journey — after the customer has decided to buy. 1) Awareness, 2) Discovery, 3) Attraction, and 4) Interaction. Think about that.

Sales 48

Sales Net Promoter Score Effort Score B2B 48