AskNicely

OCTOBER 10, 2017

NPS in 5 minutes? One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. If you need a little more help figuring out how to implement NPS, we’ve put this really quick guide together. Why do you need NPS? (0:00 Is it because NPS launched HubSpot to stardom?

NPS 150

NPS Net Promoter Score Survey Ecommerce 150

InMoment XI

AUGUST 18, 2022

Centralize data streams and leverage advanced analytics and behavioral science experts to identify where and how to act—and the anticipated impa ct. Using the Net Promoter System (NPS), you can look at inner loop and outer loop processes for action planning. Understand. Action Planning. Inner loop processes are very 1:1 based.

ROI 557

ROI Customer Experience Effort Score Financial 557

ClientSuccess

MARCH 22, 2022

NPS, or Net Promoter Score, is one of the industry-leading measurements of customer satisfaction out there. This simple question, “how likely are you to recommend x product?” can help your team determine how satisfied users are, where your product fits in your competitive landscape, and more. to make it more attractive to users.

NPS 79

NPS Survey Tips Customer Success 79

GetFeedback

JULY 19, 2019

For most businesses, understanding the Voice of the Customer is like trying to figure out how to experience the Grand Canyon. How do we begin? FREE GUIDE: How to Run a Successful VoC Program . Hence, here’s how I judge the overall health of VoC: Participation rate in measurement mechanism (e.g., Now, move on to Stop No.

ROI 309

ROI How To Touchpoint Hotels 309

ClientSuccess

APRIL 5, 2022

Did you know you can ask more than one question in an NPS survey? While traditional NPS surveys are typically one-and-done questions, many SaaS organizations are starting to expand their surveys to gather more information from users. . Why expand your NPS survey? NPS survey questions to consider .

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NPS Survey eBook Social Media 52

Gainsight

MAY 12, 2021

Gainsight’s Chief Customer Officer, Kellie Capote, recently had a chance to join Amanda Schmidt, VP of Customer Success at PandaDoc, Customer Success Evangelist, Dan Steinman, and Bryan Plaster, Founder and CEO of CompleteCSM, for a candid conversation on how to handle the complex scenario of having a “green” customer churn.

Chief Customer Officer 59

Chief Customer Officer NPS Effort Score Call Recording 59

Education Services Group

AUGUST 31, 2022

CCO of Blackbaud, Chris Singh, joined our VP of Customer Success, Peter Armaly for this month’s webinar, to discuss how to embrace the concept of the post-sale environment as an entire ecosystem. So now we can say NPS really targets the persona of the buyer, and the Customer Effort Score goes distinctly after the persona of the users.

Sales 52

Sales Effort Score Chief Customer Officer NPS 52

Gainsight

FEBRUARY 26, 2024

Here’s a look at how to drive adoption with digital user journeys. User journeys can include granular mapping to key features, re-engagement if users go dark in your product, and outreach such as one-to-many webinars or feature release notifications. Ask for in-app input on leading indicators like NPS.

How To 52

How To NPS Effort Score Touchpoint 52

GetFeedback

SEPTEMBER 24, 2019

You can add value by helping to explain why engagement or purchasing rates are down, as well as what would motivate customers to continue buying, and how to effectively launch new products. How to win over top management. Free Guide: How to Run a Successful VoC Program. How to build a simple and effective VoC Program.

How To 150

How To ROI Policies Analysis 150

Education Services Group

JULY 20, 2021

ESG’s own Madeline Evans, Britt Layman, and Marley Wagner joined last week’s ChurnZero webinar to discuss how high touch and tech touch engagement models can co-exist in Customer Success. For example, a health score or usage drop from an escalation may hold more urgency than a recent low NPS rating. Submit the form below!

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

ChurnZero

DECEMBER 9, 2021

Is your Customer Success team getting the most out of your Net Promoter Score® (NPS) responses? No matter how rich your customer feedback is, it’s worthless if not applied. You might think it’s all about the NPS “ask,” but responding to your customers’ NPS results is just as important. We received your NPS survey.

Net Promoter Score 52

Net Promoter Score NPS Survey Customer Success 52

ClientSuccess

JULY 20, 2022

All customer success organizations leverage some sort of feedback system through surveys, NPS, or Customer Health Scoring. You can get more tips with these additional resources from ClientSuccess : Webinar: Account Reviews: Simple but Strategic Ways to Successfully Navigate Customer Partnerships Together.

Feedback 89

Feedback How To eBook Tips 89

Experience Matters

OCTOBER 18, 2017

Rather than re-writing my answers, I decided to share a webinar that I recorded a few years ago. This is a great primer on NPS. You should also check out Temkin Group’s VoC/NPS Resource Page for current data and more advice on how to use NPS. In particular, read My Latest 9 Recommendations For NPS.

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Net Promoter Score NPS Groups Resources 192

Beyond Philosophy

JULY 3, 2017

The early gains in Net Promoter Score (NPS) have faded into legend and the NPS now languishes in a plateau, quarter after quarter. We teach them the elements of an Anatomy of a Customer Interaction and how to use these moments to create good memories of the experience so your customers come back for more.

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NPS Net Promoter Score Analysis Interaction 117

AskNicely

AUGUST 17, 2018

Enter the Net Promoter Score (NPS) survey. NPS is a one-question survey that collects how likely, on a scale of 0-10 a customer would recommend you to a friend or colleague. Customer-obsessed companies use NPS to actively listen to their customers. Need more information on NPS? Get The Book of NPS.

Competitive Advantage 150

Competitive Advantage Feedback Net Promoter Score NPS 150

Help Scout

SEPTEMBER 7, 2021

Customer satisfaction and customer service quality are not necessarily linked at all, and that’s a problem because plenty of customer service teams rely on CSAT and NPS surveys to judge their performances. How can you know whether your customer support department is consistently delivering high-quality service?

Measurement 116

Measurement Tools Customer Service How To 116

Feedbackly

NOVEMBER 14, 2023

For example, while you can use surveys like EVI® throughout the buying stage, surveys like NPS should only be used at the post-purchase stage or sent to customers who have already purchased your product. At one of the CXforum webinars, Feedbackly’s Kristian Stolt gave a highly practical presentation about how to put CX data into action.

Data 52

Data How To Analysis Comparison 52

SurveySensum

JANUARY 4, 2024

There is a lot of discussion going on in the CX industry on the relevancy and importance of NPS. The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. But how to do that? With the help of Text Analytics Feature, you can properly analyze your NPS program.

Analytics 52

Analytics NPS Banking Analysis 52

Wootric CX Blog

DECEMBER 2, 2019

Dave Hansen, Senior Marketing Manager at Watermark, shared in a recent webinar, How to Evangelize CX , that one-on-one meetings with leaders of other functions were a key component of his successful launch of the CX program at this EdTech company: “ Basically, I hit the road with our first Net Promoter Score results.

Voice of Customer 52

Voice of Customer NPS Meeting Net Promoter Score 52

NobelBiz

NOVEMBER 13, 2023

Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire. Don’t miss out on this exclusive discussion—it’s a webinar like no other, with surprises in store! How to measure Your Contact Center’s NPS?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

Gainsight

APRIL 30, 2019

Check out our Essential Guide to learn how to navigate the new product experience landscape. Net Promoter Score (NPS). Knowing how well (or poorly) your product retains users is critical for long-term growth. How do I improve MAU/DAU? How do I improve CRR? Net Promoter Score (NPS). How do I improve NPS?

Metrics 65

Metrics Net Promoter Score Management How To 65

CloudCherry

FEBRUARY 11, 2019

This was a short webinar that went on for about 45 minutes and the majority of the issues presented by the speakers and the questions raised by the host revolved around ‘Member experience challenges’ and how to create solutions for the current year- 2019. ” NPS & Other Metrics. An Overview. The Challenges.

Customer Journeys 150

Customer Journeys Net Promoter Score NPS Survey 150

SurveyGizmo

NOVEMBER 5, 2021

Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). Learning How To Share Customer Data. The Alchemer NPS Story. Data integration is the essential component in how our teams coordinate for customer benefit. Like many companies, we collect NPS scores from customers.

Data 98

Data Net Promoter Score NPS Effort Score 98

InMoment XI

DECEMBER 30, 2021

It’s fair to say that we all learned a few crucial lessons within the past year(s) about the shift in customer expectations and needs—and we’ve strived to put our learnings into a few CX strategy webinars. How are the metrics of operations, be it call-center, first-contact resolution, field services, or retail, etc.

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

ClientSuccess

OCTOBER 8, 2018

ClientSuccess will host Greg Daines (The Churn Whisper), Founder and CEO at Client Velocity , for this month’s customer success webinar series: The One Question that Will Transform Your Customer Success Strategy. Greg Daines, the webinar presenter, is highly-rated speaker at the CS100 Summit , a Customer Success Leadership Summit.

Customer Success 40

Customer Success Strategy Customer Centricity Leadership 40

inQuba

JANUARY 27, 2023

Download the product paper Boosting Digital Journey Conversion ON-DEMAND WEBINAR Digital executives are driving hard revenue metrics at every step of the journey. Listen to our discussion with Standard Bank Shyft on how to boost onboarding conversion and enhance customer experiences.

NPS 52

NPS Customer Journeys Banking Metrics 52

ChurnZero

FEBRUARY 14, 2023

That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That webinar was – and continues to be – wildly popular because it explores the nuance behind Customer Success metrics. Nuance: NPS can be misleading.

Metrics 94

Metrics Customer Success Net Promoter Score Company 94

Totango

MARCH 3, 2020

The first step to fixing a high churn rate is to learn its causes and how to address them. How to Reduce Churn and Increase Retention. Have a plan and processes for engaging after specific events like a change in leadership, negative NPS, CSAT, Review, or escalations. What Causes a High Churn Rate?

How To 84

How To Strategy Customer Success Customer Centricity 84

CloudCherry

SEPTEMBER 19, 2018

Let’s take a look at why measuring your CEM program’s financial returns is important, and how to actually measure your ROI to give your organization a clear picture of what CEM can do for the business. How to Measure a CEM Program’s Financial Returns. Webinar: 14 Hacks to Fast Track Your CX Budget Approval.

ROI 256

ROI Financial CEM Metrics 256

Totango

JULY 8, 2021

How to Build An Early Customer Warning System. It can include: Customer Feedback: What anecdotal feedback has been collected by the extended customer team and surveys such as NPS and CSAT? Invite all users to training webinars. We find this solution works best for teams operating in a high- to medium-touch engagement model.

System 65

System How To Customer Success NPS 65

Solvvy

SEPTEMBER 23, 2019

Last week, Solvvy hosted a live webinar where Amy Teten, Head of Customer Experience at TeamSnap and Khalid Alali, Senior Business Operations Manager discussed innovative ways in which they have been able to leverage automation and artificial intelligence to improve customer experience and make operations more efficient.

Self Service 48

Self Service How To Omni-Channel Chatbots 48

Gainsight

JANUARY 4, 2021

We compiled our best Customer Success resources from last year, from blogs to ebooks to webinars and podcasts. Read a blog daily, set a weekly time slot on your calendar to watch a webinar, or listen to a podcast episode while doing chores. How To Do a Quick Customer Success Platform Launch. Churn and Risk Management.

Resources 111

Resources Customer Success eBook Multi-Channel 111

Lithium

JULY 5, 2022

We've heard loud and clear in our recent NPS surveys that you're interested in more thought leadership. Labels house the type of content, or in other words - if it’s a thought leadership article, a product update, best practices, or webinars. How about letting us do the work finding resources for you? Engagement Growth.

Leadership 52

Leadership NPS Tips Engagement 52

Feedbackly

OCTOBER 20, 2022

You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS. QuestionPro also offers a feature called NPS+ that is geared to help businesses understand the root cause of the pain points. However, NPS has many limitations when it comes to applicability.

Feedback 75

Feedback Software Multi-Channel NPS 75

ChurnZero

AUGUST 14, 2020

Use these data fields to create segments, trigger alerts, run automated playbooks, send NPS campaigns, manage customer journeys, and calculate ChurnScores. Net Promoter Score ® (NPS) Software. What is NPS software? NPS software is used to create, deploy, and manage NPS surveys. Webinar Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

SurveySparrow

JANUARY 31, 2024

Since Fred Reichheld, the founder of Bain and Company , created the NPS, it has been the benchmark for measuring customer satisfaction. This blog will look into five NPS alternatives and why you should use them. But first… What is NPS? Net Promoter Score (NPS) is like a report card for your business.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

Innovative CX

OCTOBER 13, 2023

Journey Mapping Surveying customers (VOC) Creating ROI’s Hiring CX “program” managers Engaging CX consultants Buying technology Attending CX conferences Listening to CX webinars and podcasts Reading the latest “how to do CX” book. Tracking NPS scores No, the headline of this article isn’t a misprint. NPS, CSAT, CXi, etc.

Customer Experience 59

Customer Experience Conference Customer Journeys NPS 59