ClientSuccess

MAY 24, 2022

As a customer success professional, you’ve likely heard many times about the Net Promotor Score (NPS). This all-encompassing customer success metric is probably foundational to your customer success strategy and your team’s decisions to ensure your customers are happy, well-managed, and growth-oriented.

Net Promoter Score 52

Net Promoter Score NPS Effort Score eBook 52

Gainsight

MAY 12, 2021

Here are a few key takeaways from the event – or scroll a bit further to watch the webinar in its entirety! NPS and CSM sentiment are not fully trustworthy – both are valuable but NPS responses are sparse and CSMs have their own biases.

Chief Customer Officer 59

Chief Customer Officer NPS Effort Score Call Recording 59

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. Watch it here if you missed it!).

Customer Journeys 98

Customer Journeys Effort Score Chatbots Self Service 98

Education Services Group

MAY 12, 2022

In middle school, I wasn’t athletic by any rendition of the word: I averaged about a twenty-one-minute mile, couldn’t lift my own body weight, and would have been lucky if I managed a handful of knee push-ups during physical fitness testing in gym class. Do you see the connection to Net Promoter Score (NPS) yet? Keep reading.

NPS 52

NPS Metrics Net Promoter Score Effort Score 52

Uniphore

JULY 10, 2021

Join this webinar to understand how your contact center peers are cutting agent training and onboarding time by as much as 75%, while boosting agent performance, retention, and CX scores. It’s challenging to train, onboard, and retain talent in the contact center today. Brian Cantor Leading CX Industry Analyst Contact Center Week.

Call Center 223

Call Center Contact Center How To Case Study 223

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

ChurnZero

DECEMBER 9, 2021

Is your Customer Success team getting the most out of your Net Promoter Score® (NPS) responses? You might think it’s all about the NPS “ask,” but responding to your customers’ NPS results is just as important. If you missed the webinar, you can watch it on-demand. Q: How do you schedule an NPS follow-up call?

Net Promoter Score 52

Net Promoter Score NPS Survey Customer Success 52

ClearAction

OCTOBER 12, 2022

5 Best Experience Management Metrics Lynn Hunsaker. Why are experience management metrics the #1 challenge year after year? This means current experience management metrics are insufficient! NPS, CSAT, FCR, Health / Effort Score, etc.) Experience Management (XM) encompasses CX + EX + PX.

Metrics 62

Metrics Management Effort Score ROI 62

CSM Magazine

JULY 25, 2019

To find out how, join Incite Group’s webinar, “Supercharge Your Workforce” (July 30, 11 AM EST). Register for this free webinar and join us on July 30 at 11am EST (9:00am CDT, 7:00am PDT, 3:00pm BST. (If Analyze Key Metrics and Quality Assurance: NPS? Register for this free webinar – Click Here!

NPS 40

NPS Metrics Strategy Groups 40

Uniphore

JANUARY 14, 2022

By harnessing the power of conversational AI and automation, businesses can optimize every conversation, increase NPS, improve customer LTV and achieve efficiencies. Robert is responsible for leading the Business Development, Client Marketing, and Strategic Account Management teams. RSVP for the webinar today! Register Now.

Roadmap 130

Roadmap Customer Experience Contact Center Omni-Channel 130

Feedbackly

DECEMBER 9, 2021

Technology is developing faster than ever before and this is one of the reasons why Customer Experience and managing it has become a competitive.

NPS 52

NPS Marketing Technology Customer Experience 52

AskNicely

MARCH 8, 2018

When you pair real-time customer feedback with NPS, you can make this story your story. Join us for a special webinar. On March 14th at 11am PST / 2pm EST , we’re co-hosting a new webinar with TMC affectionately titled, “NPS Everywhere: The Competitive Advantage of a Customer-Obsessed Culture.” We want to show you how.

Net Promoter Score 150

Net Promoter Score Competitive Advantage NPS B2B 150

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. Senior management didn’t mind your agenda because it didn’t yet require many resources or change at the organization. The post Miss the Improvements in NPS?

NPS 117

NPS Net Promoter Score Analysis Interaction 117

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. With the help of Text Analytics Feature, you can properly analyze your NPS program. Launch Your First NPS Survey!

Analytics 52

Analytics NPS Banking Analysis 52

SurveyGizmo

NOVEMBER 5, 2021

Sales departments tend to operate using a customer relationship management (CRM) tool like Salesforce (SFDC) and, by 2022, have likely already integrated with other data sets like Jira or Salesloft. Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT). The Alchemer NPS Story. CX Lags Behind. Social media activity.

Data 98

Data Net Promoter Score NPS Effort Score 98

GetFeedback

JULY 19, 2019

Find those managers and supervisors who need to understand your Voice of the Customer program and their role in it. Once you have a baseline of your Customer Satisfaction Score (CSAT), Net Promoter Score (NPS) or customer sentiment or the like, you will have a way to gauge if you’re doing better or worse for customers.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Breaking down the ROI journey into manageable steps is a simplified and proven approach to help you surface the results you need to backup your investment.

ROI 256

ROI Financial CEM Metrics 256

Gainsight

APRIL 30, 2019

As a product manager, metrics affect every move you make. Here are six critical product management KPI’s (Key Performance Indicators) that every product manager should know. Net Promoter Score (NPS). Product managers need to know how many active users they have on a monthly and/or daily basis for many reasons.

Metrics 65

Metrics Net Promoter Score Management How To 65

NobelBiz

NOVEMBER 13, 2023

According to Forbes : 97% of consumers and 98% of contact center managers say customer service interactions impact whether consumers stay loyal to a brand. Join us for a special webinar , “Profitable Trends for Contact Centers,” where our host, Christian Montes, shifts to the guest chair alongside Mike McGuire.

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

inQuba

JANUARY 27, 2023

What is Customer Journey Management, & Does It Matter? Customer Journey Management is the laser technology of CX, offering precision & control, addressing experiences & guiding customers forward. Go to the webinar Twenty Years Later, is NPS Still Relevant? BLOG Growth from CX investments is slowing down.

NPS 52

NPS Customer Journeys Banking Metrics 52

CloudCherry

SEPTEMBER 19, 2018

As businesses strive for that competitive edge, they turn to customer experience management or CEM to better understand the customer’s perspective and improve based on these insights. Breaking down the ROI journey into manageable steps is a simplified and proven approach to help you surface the results you need to backup your investment.

ROI 225

ROI Financial CEM Metrics 225

CustomerGauge

FEBRUARY 10, 2017

.” CustomerGauge recently had the pleasure of co-hosting a webinar with Cary Self, Senior Manager of GUEST Services and Training for Areas, to discuss customer experience (or “guest experience” as Areas calls it) in retail and best practices for using and implementing a […].

Retail 60

Retail Guest Experience Training Customer Experience 60

ChurnZero

AUGUST 14, 2020

Not product management. Customer Relationship Management (CRM) Software. They focus on opportunity management – like the manual activities that typically exist within accounts. Since buyers typically follow a uniform purchasing journey, CRMs are ideal for managing a sales pipeline. (If Project Management Software.

Software 87

Software Customer Success NPS Net Promoter Score 87

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. Customer Success Team Management. Churn and Risk Management. Customer Experience.

Resources 111

Resources Customer Success eBook Multi-Channel 111

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

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. Watch the webinar to get the full inside scoop! Find out the other secrets to winning these moments when you watch the webinar!

Strategy 493

Strategy Touchpoint Metrics Customer Journeys 493

ClientSuccess

MARCH 2, 2021

This is especially true for Account Executives and Customer Success Managers – two roles that work extremely close with customers (and each other) and tend to be rolled into one when thinking about customer account management . eBook: Customer Success as a Culture: Sales Leaders Edition.

Customer Success 62

Customer Success Management eBook Metrics 62

NICE inContact

OCTOBER 23, 2019

With this information, you can resolve customer frustrations and begin to impact things like CSAT and NPS. Watch this webinar for a unique look at how Expivia uses NICE inContact CXone Interaction Analytics Pro to transform their business. Train more effectively.

Contact Center 121

Contact Center Analytics Call Center NPS 121

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

Gainsight

MARCH 26, 2024

Katy Filley, Senior Customer Success Manager (CSM) at FloQast , is a great example of this new breed of Customer Success pro. Three Big Things: Lessons From the Field Filley realized early on that having a dedicated Customer Success Management Platform created a lot of advantages for CSMs like her.

Customer Success 52

Customer Success Metrics Touchpoint NPS 52

Feedbackly

OCTOBER 20, 2022

With multi-channel survey distribution, visual survey customization, and offline data gathering, these platforms offer users a streamlined service to manage feedback collection. You can create different surveys on Feedbackly and QuestionPro, including C-SAT, CES, and NPS.

Feedback 75

Feedback Software Multi-Channel NPS 75

Talkdesk

JULY 16, 2019

What is Performance Management? Call Center Performance Management is a program, generally led by a contact center operations manager, dedicated to calculating and improving the performance of contact center agents. That’s where leveraging contact center performance management software can help. The answer is both.

Call Center 43

Call Center Management Average Handle Time Net Promoter Score 43

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

GetFeedback

SEPTEMBER 24, 2019

athenahealth, which provides solutions to the healthcare industry, had thousands of product update possibilities, according to senior VoC manager David Geary. How to win over top management. The webinar covered: Why VoC is a critical pillar in a strong CX strategy. Check out the full webinar recording here. Get the Guide.

How To 150

How To ROI Policies Analysis 150

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Together, these tools provide a comprehensive overview of call center operations, empowering managers to optimize performance continuously. Hold queues and smart call routing play a pivotal role.

Call Center 105

Call Center Tools Contact Center Net Promoter Score 105

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. It’s not management by reading a book.

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Thank you so much for joining us for today’s webinar. Today we are presenting a webinar titled, “Three Ways to Turn Data Into Experiences” presented by Mike Wittenstein founder of Story Miners, one of the world’s first customer experience firms. It’s not management by reading a book.

Data 40

Data Customer Journeys Consulting Course 40