Thematic

APRIL 21, 2025

a decrease in churn rate or higher NPS ). The key is to pick the channels that align with your audience and goals: Surveys: Structured surveys (like CSAT or NPS) are great for measuring sentiment and gathering quantitative data at scale. Use scheduled NPS surveys (e.g., Look at the case of Atlassian.

Feedback 62

Feedback Roadmap NPS Effort Score 62

Thematic

MAY 7, 2025

For example, DoorDash used Thematic to analyze tens of thousands of NPS responses from customers, drivers, and merchants. If a scathing NPS comment comes in, Thematic, for example, can flag it for immediate follow-up. Organizations that act on feedback—not just collect it—see better retention, higher CSAT, and more ROI.

Feedback 62

Feedback Customer Journeys Self Service Analysis 62

Thematic

MARCH 18, 2025

These platforms pull data from: Surveys (NPS, CSAT, customer feedback forms) Social media comments & online reviews Customer support tickets & chat logs Emails & call transcripts In essence, customer insight tools make qualitative data analysis a breeze.

Customer Insights 62

Customer Insights Social Media Analysis Consulting 62

Gainsight

MARCH 9, 2020

As the authors of The Customer Success Professional’s Handbook , Ashvin and Ruben are two of the world’s foremost experts on the emerging customer success movement, its role in modern business, and best practices in both strategy and tactics. and customers outcomes (% of customers with demonstrable ROI).

Handbook 52

Handbook Chief Customer Officer NPS Metrics 52

Thematic

JANUARY 27, 2019

Last month, I had the pleasure to speak with Jeff Toister (CPLP, Author of “The Service Culture Handbook”) on his webinar on how to improve customer service with unstructured data. We worked with a telecommunications provider whose goal was to increase their NPS. The majority of staff comments had a positive impact on their NPS.

Data 59

Data Customer Service How To Contact Center 59

Thematic

OCTOBER 7, 2024

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. Map Customer Journeys and Touchpoints The next step is all about your customer.

Voice of Customer 62

Voice of Customer Strategy Social Media Handbook 62

ProProfs Chat

SEPTEMBER 20, 2019

To make customer service worse, British Airways replied something straight out of things that you should never say on “Twitter handbook” . Your business accomplishes the goal of a higher ROI, as your customers keep on coming back. By that time, around 76000 users had seen the tweet and it also got featured on Mashable. .

Customer Service 68

Customer Service Gamification Airlines Net Promoter Score 68

SurveySensum

JULY 14, 2020

She is also a recognized Training Provider for the CCXP Exam, Author of 6 benchmarking studies and 3 handbooks, Professor at UC Santa Cruz Silicon Valley Extension, and serves on the CXPA Board of Directors. He is the author of three customer service books, including the bestselling The Service Culture Handbook. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ImprintCX Articles

MARCH 5, 2024

The Net Promoter Score ( NPS ) was created as the best one-question indicator of repurchases, referrals, and other customer behaviors that contribute to a company’s growth.

Brands 52

Brands Customer Experience Management Customer Centricity 52

Thematic

MAY 20, 2025

Download VoC Handbook Voice of Customer Made Easy: The Professionals’ VoC Handbook Written by a CX expert, this handbook simplifies VoC strategies and helps you get the most from customer feedback. listen, act, follow up) helps VoC teams partner effectively with other departments and demonstrate ROI.

Training 62

Training Customer Journeys Leadership Handbook 62