NICE inContact

AUGUST 16, 2019

Explore more in our webinar replay , where our experts unpack the report’s key discoveries. And for even more key learnings, leverage our webinar replay. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

NICE inContact

AUGUST 16, 2019

Explore more in our webinar replay , where our experts unpack the report’s key discoveries. And for even more key learnings, leverage our webinar replay. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

Lumoa

FEBRUARY 14, 2024

Watch the webinar replay of Redesigning CX programs: Enhancing the Way We Listen, Analyze, and Engage with Customers to learn more. From lead conversion rates (CVR), click-through rates (CTR), and Net Promoter Scores (NPS), companies use multiple metrics to analyze the effectiveness of their CX strategy.

Strategy 208

Strategy Customer Experience How To Multi-Channel 208

ClientSuccess

JANUARY 3, 2023

Learn more about the power of building trust with your clients in this webinar. We’ve compiled a checklist of key questions to ask your customer that will provide valuable insights into their expectations, loyalty and satisfaction with your company: 1. Are You Satisfied with Your Purchase?

Net Promoter Score 81

Net Promoter Score eBook Loyalty Customer Confidence 81

NobelBiz

FEBRUARY 27, 2024

The improvements made in the call handling process directly contribute to a more positive customer experience, which contributes to higher levels of satisfaction and loyalty. Net Promoter Score (NPS) : NPS gauges customer loyalty by asking how likely customers are to recommend a company’s products or services.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 149

Net Promoter Score Effort Score Contact Center Omni-Channel 149

Feedbackly

DECEMBER 2, 2022

Net Promoter Score (NPS) was developed to measure CX from the lens of loyalty and advocacy. EVI® is a versatile metric that can be used to assess a multitude of aspects like customer satisfaction, loyalty, and retention. It also gives a skewed picture of customer satisfaction as it’s limited to advocacy alone.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Metrics 98

SurveySparrow

DECEMBER 24, 2023

Businesses often rely on specialized survey metrics when gauging customer satisfaction and loyalty. Let’s delve into three popular ones: Net Promoter Score (NPS) Customer Satisfaction Score (CSAT) Customer Effort Score (CES) …and see how they align with various types of customer experience surveys.

Examples 52

Examples Survey Customer Experience Net Promoter Score 52

Beyond Philosophy

JUNE 27, 2019

We discussed this in detail when I hosted the first in a series of webinars for Freshworks, How Consumer Emotions Impact Customer Loyalty. Our research shows that there are clusters of emotions that directly impact a company’s Net Promoter Score and other value metrics.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138

AskNicely

OCTOBER 10, 2017

One of the many great things about Net Promoter Score (NPS) is that it takes next to no time to get started. If you want a picture of overall customer happiness, then survey a subset of your customer base periodically and see which way your score is heading. NPS in 5 minutes? Sounds great! What’s the catch? Add contacts.

NPS 150

NPS Net Promoter Score Survey Ecommerce 150

NICE inContact

SEPTEMBER 19, 2017

Are you measuring Customer Effort Score? First introduced in 2010, Customer Effort Score (CES) is a fairly new contact center metric. Together with the “tried, trusted and true” Net Promoter Score (NPS) and Customer Satisfaction (CSAT) it helps you to measure just how happy your customers really are.

Net Promoter Score 120

Net Promoter Score Effort Score Contact Center Omni-Channel 120

NICE inContact

OCTOBER 10, 2018

Our recent CX Grand Slam Webinar Series is a four-part event loaded with insights from industry experts. CES – The Customer Effort Score was introduced by the CEB (now Gartner) in 2013. According to extensive research by a variety of firms, CES has a powerful correlation to customer loyalty.

Contact Center 120

Contact Center Net Promoter Score Effort Score NPS 120

Genroe

JUNE 11, 2018

Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. The post Webinar: How to Monetize a Net Promoter Program appeared first on Genroe. But it doesn’t have to be that way.

How To 61

How To Customer Retention Feedback Loyalty 61

CSM Practice

FEBRUARY 8, 2023

So, how can SaaS platforms nurture customer loyalty, attract new subscribers, and maintain reliable revenue streams? Net Promoter Score Net Promoter Scores (NPS) assess the likelihood that customers will recommend your goods and services to their friends, family, and colleagues.

Metrics 52

Metrics Net Promoter Score Advertising Customer Success 52

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. To learn more about the Anatomy of a Customer Interaction and the concepts behind it, watch the recording of our FREE and informative 30-minute webinar and read the associated whitepaper.

NPS 117

NPS Net Promoter Score Analysis Interaction 117

InMoment XI

OCTOBER 10, 2023

They provide invaluable insights into customer satisfaction, customer loyalty , and overall experience. By accurately measuring these metrics, businesses can transform their customer interactions, fostering loyalty and driving revenue. Customer Effort Score (CES) While satisfaction is vital, so is the ease of the customer experience.

Metrics 260

Metrics Net Promoter Score Customer Service Effort Score 260

Genroe

JUNE 11, 2018

Yes, the customer feedback process does drive long-term customer loyalty and lifts revenue but you can also use the data in a much […]. The post Webinar: How to Monetize a Net Promoter Program appeared first on Genroe. But it doesn’t have to be that way.

How To 40

How To Customer Retention Feedback Loyalty 40

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. But here’s the catch – it’s not a one-size-fits-all solution.

Analytics 52

Analytics NPS Banking Analysis 52

Heart of the Customer

DECEMBER 18, 2014

Their research (see graph on top right) showed that a support call is four times more likely to decrease loyalty than to increase it. BT took the CES one step further, creating the “Net Easy Score.” I end that webinar with four steps to create a simpler experience: Measure effort.

Effort Score 138

Effort Score Customer Journeys Net Promoter Score Measurement 138

Beyond Philosophy

JULY 7, 2015

When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. So if you want to earn a Customer’s loyalty and keep them coming back to you, you have to embrace the emotional side. The NPS is a tool designed to measure the loyalty of your Customers.

Net Promoter Score 60

Net Promoter Score Effort Score NPS Loyalty 60

ChurnZero

MARCH 28, 2023

A few examples include when a customer: Attends a webinar; Uses a product; Calls support; Travels to a user conference; Experiments with a new feature; and Pays an invoice. There are three standardized survey methodologies for this purpose: Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).

Customer Engagement 52

Customer Engagement Engagement Company Strategy 52

SurveySparrow

AUGUST 28, 2023

It encompasses every touchpoint, from the first interaction to ongoing support, and greatly influences customer satisfaction, loyalty, and retention. 5 Continuous Education Webinars and Workshops : Host regular webinars and workshops that educate users on advanced features and best practices.

Customer Journeys 52

Customer Journeys Customer Experience Self Service Net Promoter Score 52

Kayako

JULY 30, 2018

Successful customer-centric content strategies foster brand loyalty and long-term customer relationships if they consider an outside-in approach. What content are your customers asking for when they come to your website or when they are talking speaking with your customer success and support teams?

Marketing 125

Marketing Customer Experience Net Promoter Score Customer Voice 125

SmartKarrot

APRIL 25, 2023

Checking in with loyalty programmes. Contribute to support infrastructures including the Help Centre, webinars, and in-product instructions. In terms of numbers, you’ll be preoccupied with issues like churn, time to first value, and net promoter score. Onboarding and training of new clients.

Customer Success 19

Customer Success Net Promoter Score Customer Journeys Roadmap 19

Beyond Philosophy

JULY 14, 2015

Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar . I would love to hear what you think some other signs show an organization is only thinking of themselves and not the Customer. RICOH Canada had a vision: to be the most trusted brand with irresistible appeal in their market. Reserve your spot today!

Customer relationships 60

Customer relationships Net Promoter Score Effort Score Customer Centricity 60

Beyond Philosophy

JUNE 12, 2015

RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. To hear more about how RICOH accomplished their impressive climb in NPS score, be sure to attend our webinar next month. Reserve your spot today!

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Wootric CX Blog

DECEMBER 2, 2019

You may take a customer journey approach to tracking metrics like Net Promoter Score or CSAT, gathering feedback at moments that can make or break customer loyalty. As the professional responsible for customer experience in your company, you know that great UX and CX can give your company a competitive edge.

Voice of Customer 52

Voice of Customer NPS Meeting Net Promoter Score 52

Experience Investigators by 360Connext

MARCH 24, 2020

Your Net Promoter Score or Customer Satisfaction Rating might not look the way it usually does. Put your loyalty program on overdrive by extending point expiration or rewarding engagement with your brand right now. They also might let you know about those amazing moments of empathy that gave them hope during a hard time.

Net Promoter Score 110

Net Promoter Score Customer Journeys Loyalty Programs Leadership 110

Beyond Philosophy

OCTOBER 24, 2014

If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 We hope to see you at our webinar, “How to Become TripAdvisor’s No.1 1 Attraction ” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

Beyond Philosophy

JULY 21, 2015

Ricoh – How We Moved Our Loyalty Score by 34 Points in 30 Months Webinar – RICOH Canada had a vision: to be the most trusted brand with an irresistible appeal in their market. We’d all be interested to hear your insight in the comments below. Reserve your spot today! Millennials Want it All: So Give it to Them.

Net Promoter Score 60

Net Promoter Score How To User Experience Study 60

Confirmit

OCTOBER 18, 2018

Increasing customer loyalty is a key goal of any business, and contributes greatly towards sustainable growth. through a loyalty program), you can increase CLV (Customer Lifetime Value) as well as your chosen customer retention statistic or metric – the longer customers stay loyal, the more they tend to spend. Learn More.

Customer Retention 45

Customer Retention Multi-Channel Net Promoter Score Return on Investment 45

Beyond Philosophy

SEPTEMBER 15, 2015

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., Please CLICK HERE to join us for the Webinar. It is simple.

Net Promoter Score 60

Net Promoter Score NPS Banking Telecommunications 60

ChurnZero

FEBRUARY 14, 2020

Finding Loyalty in a Hopeless Place. To earn customer loyalty, you need to give more than take. Maximize the love from your biggest promoters. Upcoming Webinar: Digital Customer Success Strategies to Drive User Adoption. In this webinar, we will discuss how to: 1. Love isn’t a one-way street. Welcome Packages.

Customer Journeys 64

Customer Journeys Net Promoter Score Case Study B2B 64

Solvvy

AUGUST 31, 2022

Make a strategy for measuring customer satisfaction based on CSAT surveys and monitoring your score as part of your customer experience program. You’ll find that measuring and tracking customer satisfaction scores leads to increased repeat business and brand loyalty. Inspire Brand Loyalty. After a Webinar.

Effort Score 62

Effort Score NPS Net Promoter Score Customer Satisfaction 62

Beyond Philosophy

JULY 9, 2015

My regular readers know that how your Customers feel about your experience is a big part (over 50% based on our research) of how they feel about your brand and their loyalty to it. Are Women Better at Building Customer Relationships and Loyalty? My angle is typically about Customer Experience. Reserve your spot today!

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

Totango

SEPTEMBER 15, 2020

Reach out with general, indirect automated digital communication such as emails about tips, webinars, and announcements on an as-needed basis. . Your communication isn’t about building loyalty or establishing a friendship, you are trying to deliver value. Use Data-Driven Communication. Stakeholder Engagement Best Practices That Work.

Communication 69

Communication Engagement Net Promoter Score Competitive Advantage 69

ChurnZero

JULY 2, 2019

Hopefully your Customer Success team is already running regular (and automated) Net Promoter Score (NPS) surveys, but outside of that you might find that you haven’t surveyed your customers recently to get a more detailed gauge on their satisfaction and feedback. Upcoming Webinar. Conduct a Customer Survey.

Customer Success 40

Customer Success Net Promoter Score NPS Effort Score 40