Thematic

APRIL 17, 2019

Using Insights From Quantitative And Qualitative Data To Drive Product Roadmaps. It means NPS and it means looking at our back end data. Alyona: So what was your approach for taking insights from all these sources and using them to drive the product roadmap? So, started going to events. Alyona: Awesome. I met people.

Roadmap 63

Roadmap Analysis Data Company 63

Lithium

NOVEMBER 1, 2022

It’s Me Care: A Cost Savings Series from Khoros A few years ago, a Khoros customer found truly stunning success while using the Care platform, even when the odds were stacked against them with a vast influx of volume during a nationwide event and promotion. Webinars & Events Some event areas are limited to Khoros customers only.

Roadmap 52

Roadmap ROI Social Media Contact Center 52

Gainsight

FEBRUARY 26, 2024

These milestones and lifecycle events are critical to address via your in-app programs and should be a key part of your customer journeys. Ask for in-app input on leading indicators like NPS. By incorporating rolling NPS programs into your in-app digital content, you can get a better measure of the likelihood of customers to renew.

How To 52

How To NPS Effort Score Touchpoint 52

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. How is NPS increase related to revenue increase or reduced churn? What does the company want to achieve?

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. What is NPS, CSAT, and CES? Before we get to the implementation itself, let’s define what exactly NPS, CSAT, and CES mean. NPS is one of the most popular metrics and measures customer loyalty.

Customer Journeys 146

Customer Journeys Survey Effort Score NPS 146

Lithium

DECEMBER 6, 2022

Event recap: Forrester CX NA Conference 2022 Recapping the emerging trends in one event shows the level of care and understanding Khoros strives to deliver to our customers and, by extension, your current and future customers. Webinars & Events Some event areas are limited to Khoros customers only. Upcoming.

Social Media 52

Social Media Roadmap Trends Hospitality 52

Totango

FEBRUARY 23, 2023

CS operations can help you measure and manage Net Promoter Score (NPS), customer satisfaction scores (CSAT), utilization and adoption, and support tickets and escalations. How does that help you better forecast opportunities for expansion, preemptively identify and proactively address risk, or shape the roadmap?” Challenges?

Tips 83

Tips Net Promoter Score Metrics NPS 83

Wootric CX Blog

DECEMBER 16, 2020

One user engagement strategy you can use to boost your customer retention is to make use of the Net Promoter Score (NPS) system. NPS is a metric designed to measure customer experience. In order to get your NPS, you take the detractors away from the promoters. Promoters – Detractors = NPS. Image Source.

Net Promoter Score 52

Net Promoter Score Customer Retention How To NPS 52

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Webinars & Events Some event areas are limited to Khoros customers only. Beyond the Roadmap: TikTok & Talkwalker Deep Dive Watch now. Salesforce Connector 4.3 Available On-demand.

Multi-Channel 52

Multi-Channel Leadership Guidelines Roadmap 52

Customer Bliss

AUGUST 3, 2018

Rob breaks down a formula for building a roadmap to help your organization build customer loyalty: Roadmap to Loyalty Leadership: Establish the baseline of the economic value of improving relative to the competition. It will ultimately become a very frustrating experience for the team. .

Leadership 120

Leadership Chief Customer Officer Social Media Loyalty 120

Customer Bliss

AUGUST 15, 2017

She leads an international team across Europe which is responsible for the development and implementation of the CX Roadmap across various markets and functions. She is a regular speaker at CX events and conferences across Europe. She studied in Frankfurt (Germany) & Madrid (Spain) and lived and worked in London for three years.

Travel 204

Travel Industry Hotels Customer Journeys 204

SurveySensum

OCTOBER 17, 2023

Not only does it allow users to create NPS, CES, and CSAT surveys but also takes a step beyond with CSI and SSI, Onboarding, Feature Prioritization, Merchant Satisfaction, and other surveys as per the industries – Retail, B2B, SaaS, FinTech, Automotive, and Healthcare. Launch NPS, CES, or CSAT Surveys – Sign Up for Free 2.

Feedback 52

Feedback Tools Management Knowledge Base 52

Gainsight

MARCH 30, 2020

This critical time for humanity has resulted in a critical event in the lifecycle of your customers. You can also use in-app engagements to communicate the following events: COVID-19 announcements/updates (we’ve noticed some of our customers doing this already!). Event cancellations/rescheduling. Support delays/FAQs.

How To 59

How To Analysis NPS Trends 59

Gainsight

APRIL 30, 2019

Product analytics provide the insight necessary to evaluate your last roadmap planning session and make informed decisions going forward. Net Promoter Score (NPS). Triggering a survey following an important event, like the end of onboarding or first use of a feature, will provide a more accurate sentiment. How do I improve NPS?

Metrics 65

Metrics Net Promoter Score Management How To 65

Lithium

DECEMBER 28, 2020

In part two of our event recap, we’ll take a look at the platform, procedures, and philosophy that can help your brand to reach new levels of customer satisfaction and loyalty. Expanded omni-channel CSAT and NPS surveys. Khoros customers are more empowered than ever — and more is on the way. Deep messaging analytics.

Omni-Channel 52

Omni-Channel Engagement Social Media Roadmap 52

Wootric CX Blog

MARCH 1, 2020

The goal is a unified view of the customer journey, and the implementation roadmap looks something like this: Switch support service + send CSAT surveys after each closure. Upgrade the NPS program. Segment events and send it all back to Salesforce, and beyond for action. Relationship: NPS surveys in-app, from web, and via email.

Effort Score 52

Effort Score Roadmap Touchpoint Analysis 52

SurveySparrow

JULY 24, 2023

Net Promoter Score (NPS ): Measures customer loyalty by asking customers their likelihood of recommending a company. Foster a Culture of Learning : Customer experience research isn’t a one-off event. Customer experience research offers a roadmap to meeting and exceeding customer expectations. It’s a continuous process.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

ChurnZero

AUGUST 30, 2019

Yesterday, ChurnZero had the opportunity to attend and sponsor a brand new SaaStr event called – SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. We are happy to say it was a great event all around. at Talkdesk. SaaStrScale.

Customer Success 40

Customer Success Net Promoter Score NPS Roadmap 40

SurveySparrow

AUGUST 28, 2023

Net Promoter Score (NPS) : Send out NPS surveys to gauge overall customer satisfaction and identify promoters, passives, and detractors. And there you have it—a roadmap to crafting an exceptional SaaS customer experience that leaves a lasting impression. Use feedback to refine future events.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Chattermill

SEPTEMBER 3, 2018

The Ultimate Guide to NPS | Chattermill. Using the Net Promoter Score (NPS) to measure customer loyalty has become industry best practise. That’s why the team at Chattermill has put together a guide to help you get started with NPS. The median NPS score is just 16 and typically remain quite low; depending on the industry.

Net Promoter Score 53

Net Promoter Score NPS Effort Score Survey 53

InnerTrends

MAY 23, 2018

These are event driven marketing automations. NPS (net promoters score). NPS (net promoter score) is a metric that measures the customer experience and their loyalty related to a product or service. A high NPS an lead to a campaign asking people for reviews or asking them to recommend you to their peers and partners.

Marketing 73

Marketing Net Promoter Score eBook NPS 73

ChurnZero

FEBRUARY 26, 2021

“That’s been very effective and the best way we’ve gotten the customer voice into the roadmap for such a use case-based product,” says Amanda. Take the initiative to align on your product roadmap. Once we took ownership of aligning with their decision-making process, it impacted our product roadmap more than anything else.”.

Customer Success 59

Customer Success Company Management Roadmap 59

SurveySensum

JANUARY 5, 2023

Upgrades your product roadmap. You can send any type of surveys such as NPS, CES, CSAT , 360-degree, product, website exit feedback, and much more, with the in-built templates in just a few minutes. . It is best considered for conducting NPS surveys. Helps you understand your customer’s views about your product.

Tools 52

Tools Feedback Effort Score NPS 52

Wootric

AUGUST 29, 2018

But, it can also mean sending surveys that include long-form response fields, or building quicker in-app surveys into your roadmap to uncover moments of friction. Check in with event trigger-based surveys. And be sure to send an NPS follow-up question to understand the why behind the score. And you will grow — fast.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Survey 65

Retently

JULY 28, 2019

For example, if your Customer Experience Management platform has automation abilities, you can create predefined replies that will be automatically sent out when a certain event is triggered. There are cases when an immediate solution to the encountered issue is not possible, but you took note and have included it in your product roadmap.

Feedback 95

Feedback Effort Score Survey NPS 95

SurveyGizmo

DECEMBER 21, 2022

The more you know about a customer’s current emotional state, the more you can tailor your marketing campaigns to provide an engaging, helpful experience and adjust your product roadmap to meet customer needs faster. Keep your surveys targeted on a certain feature or event.

Customer Engagement 52

Customer Engagement Feedback Engagement How To 52

Wootric

DECEMBER 21, 2018

Product roadmap prioritization, customer journey optimization and improved employee engagement are some of the diverse goals our customers are tackling with the power of machine learning. Our Segment.com integration now supports all three surveys — NPS, CSAT and CES — and surveys can now be triggered based on events.

Analytics 67

Analytics Survey e-support Analysis 67

Lithium

SEPTEMBER 13, 2019

In part two of our event recap, we’ll take a look at the platform, procedures, and philosophy that can help your brand to reach new levels of customer satisfaction and loyalty. Expanded omni-channel CSAT and NPS surveys. Khoros customers are more empowered than ever — and more is on the way. Deep messaging analytics.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

Lithium

SEPTEMBER 13, 2019

In part two of our event recap, we’ll take a look at the platform, procedures, and philosophy that can help your brand to reach new levels of customer satisfaction and loyalty. Expanded omni-channel CSAT and NPS surveys. Khoros customers are more empowered than ever — and more is on the way. Deep messaging analytics.

Omni-Channel 40

Omni-Channel Engagement Social Media Roadmap 40

SurveySensum

DECEMBER 22, 2022

VOC program lets you listen to your customers actively by sending NPS, CES, CSAT, and other surveys on multiple channels. They give you ideas for your product roadmap. . This will help you to invite new customers and simultaneously update your existing customers about your new product launch, feature launch, event, etc. .

Customer Retention 52

Customer Retention Customer Success Loyalty Programs Social Media 52

SurveySparrow

NOVEMBER 24, 2022

You can deploy several types of surveys, including Net Promoter Score (NPS) surveys, Customer Effort Surveys (CES), System Usability Surveys (SUS), exit-intent surveys, Customer Satisfaction (CSAT) survey, etc. Quantify the insights with NPS, trust, and ease-of-use scores. The tool can launch NPS, CSAT, polls, ratings, etc.,

Net Promoter Score 52

Net Promoter Score Survey Video Feedback 52

Retently

MARCH 5, 2024

Using our tips as a roadmap, you can fine-tune your interactions to ensure they’re effective and resonate well with your clients. By introducing your latest offerings, sharing your brand’s success stories, and inviting customers to participate in events, you can strengthen their bond to your brand and cultivate a community around it.

Feedback 155

Feedback Effort Score Social Media Customer Satisfaction 155

SurveySensum

MARCH 10, 2023

To prevent such negative outcomes, using tools such as Net Promoter Score (NPS) can help you actively gather and analyze customer feedback to improve customer retention and understand their experiences. But how does NPS help retain your customers? To effectively retain your existing customers, measuring NPS can be a game-changer.

Customer Retention 52

Customer Retention NPS Survey Net Promoter Score 52

Kayako

FEBRUARY 14, 2017

Paul Campillo will show you the value of choosing NPS as your next customer feedback questionairre. What is NPS? The companies that achieve outstanding results with NPS build customer feedback into their regular daily operations, and then close the loop by talking directly to customers and taking appropriate action.

NPS 151

NPS Feedback Loyalty Net Promoter Score 151

SurveySensum

FEBRUARY 27, 2024

The eNPS is derived from the well-known NPS methodology, which is commonly used in customer satisfaction surveys. Create Career Development Roadmaps A study by the Robert Walters Group found that 69% of millennials said career progression keeps them engaged at work.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

SmartKarrot

NOVEMBER 22, 2021

Run Quarterly Roadmap Discussions with C-level executives. Engage with marketing to help facilitate customer events that will bring Twingate community closer together. Ensure all partners are supported and enabled to deliver best-in-class NPS experiences to the shared clients.

Customer Success 19

Customer Success Consulting Roadmap Analysis 19

Gainsight

OCTOBER 23, 2019

Hugo is used by many customer success teams all over the world and we’re regular speakers and sponsors of industry events like Pulse. CSAT/Feedback/NPS. Some examples include: Product tools like analytics, roadmapping, and feature-tracking. Here’s why. Understanding the Customer Success Software Market. Adoption/Onboarding.

Software 60

Software Customer Success Tools Customer Centricity 60