Uniphore

DECEMBER 13, 2021

From streamlining and simplifying self-service to augmenting live agent interactions, these tools help optimize every conversation, delivering measurably better outcomes, including: Higher customer satisfaction (CSAT) and net promoter scores (NPS). Increased first contact resolution (FCR) rates.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

Zeisler Consulting

JUNE 30, 2021

Whether you’re using NPS, C-SAT, CES…whatever it is, you’re only hurting your own CX efforts. If I ask you what your NPS tells you, you can probably go on about Customer loyalty, likelihood to repurchase, share of wallet, and many other great things that have come out of white papers and case studies over the years.

Effort Score 93

Effort Score NPS ROI Case Study 93

Kitewheel

SEPTEMBER 16, 2019

According to a recent Forrester report, “ The Journey Measurement Framework: Assess And Predict Journey Performance, ” customer experience professionals often don’t know whether the customer journeys they implement deliver actual value to customers. To solve this, leaders need to implement a journey step focused measurement framework.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

Uniphore

NOVEMBER 11, 2021

Capturing and Fulfilling Promises Made During the Conversation Poor promise management directly impacts your call handling times, wait times, customer satisfaction and loyalty as measured by your Net Promoter Score (NPS). After the call, the system sends the customer a summary of the promises made to align expectations.

Banking 130

Banking Net Promoter Score Contact Center NPS 130

Beyond Philosophy

AUGUST 30, 2016

When Customer Retention, my first book on customer behavior was published, now over 20 years ago, one of the strongest reactions voiced was my contention, and the proof offered, that satisfaction and retention were fundamentally different concepts, and that they required different measurement protocols. appeared first on.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Zeisler Consulting

SEPTEMBER 15, 2021

How about if we use a different way of measuring the success of a CX program? ( Here’s a starting point, where I recommend using the Brand Alignment Score.) So how about if we readjust the expectations of CX?

Effort Score 93

Effort Score Sales Exercises Study 93

Amity

OCTOBER 10, 2016

Risk Assessment: other intel affecting health, NPS scores. Outcomes: measures of value that customers receiving. Net Promoter Score (NPS) is not at an acceptable level. More esoteric measurements can be scored, too. Assign a score or threshold to each measurement as an indicator of health. Both have merit.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

Natalie Petouhof

AUGUST 15, 2022

“There is a sort of corporate amnesia where who you were at the start of the journey, and where you’ve been, is completely forgotten,” noted Charlie Godfrey, Senior Director at Genesys in “The business case for empathy” white paper. Often they’re either biased, not timely or not actionable.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

Amity

OCTOBER 5, 2015

Risk Assessment : other intel affecting health, NPS scores. Outcomes: measures of value that customers recieving. Net Promoter Score (NPS) is not at an acceptable level. More esoteric measurements can be scored, too. Assign a score or threshold to each measurement as an indicator of health. Both have merit.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

Thematic

MAY 27, 2021

A maturity model is used as a measurement of a company’s continuous improvement in a field. Optimised: When a number of different metrics are being used to understand feedback - and organisations can use the data to understand what is causing changes to metrics (such as NPS). What is a customer feedback analysis maturity model?

Analysis 62

Analysis Feedback Banking Metrics 62

Up Your Service

APRIL 3, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). To learn more read the White Paper “Engineering a Service Revolution: How to build a service culture and improve service quality fast.”

Customer Service 40

Customer Service Culture NPS Innovation 40

Up Your Service

APRIL 3, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). To learn more read the White Paper “Engineering a Service Revolution: How to build a service culture and improve service quality fast.”

Customer Service 40

Customer Service Culture NPS Innovation 40

CX Journey

APRIL 7, 2016

Rule #4: Don’t focus on traditional KPIs during the service revolution (such as satisfaction, NPS, operational measures, and sales). Instead, focus on leading “revolution indicators” (i.e., ideas generated and ideas implemented) to generate value-adding ideas and new service actions.

Culture 80

Culture How To Net Promoter Score Airlines 80

PeopleMetrics

FEBRUARY 11, 2015

They are measuring Net Promoter Scores (NPS scores) and Customer Satisfaction levels in real-time. Finally, you can also sign up here to be one of our first readers to receive a copy of our white paper on how to differentiate on the prospect experience coming out next month.

Sales 48

Sales Net Promoter Score Effort Score B2B 48

delighted

AUGUST 23, 2019

A couple months in, we were like ‘Oh, yeah, we’re measuring this, but we really should connect some strategy into why we’re measuring it and what we can expect to do with that.’ Is this about a white paper that they read? Your NPS, CES, etc. So, my first recommendation would be not to just do it arbitrarily.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

SurveySparrow

MARCH 26, 2021

The ones in ToFu should be attracted with the help of informational content like blog posts, white papers, etc. 10 Choose your metrics wisely: The effectiveness of your go-to marketing strategy can only be understood if you keep measuring the impact it brings. Winding up. .

Strategy 52

Strategy Marketing Advertising Airlines 52

ShepHyken

JUNE 29, 2020

(CustomerGauge) In this eBook, we’ll discuss the four steps within this new model and summarize findings from our white paper that will help you capitalize on customer feedback and grow your bottom line. My Comment: The Net Promoter Score (NPS) is one of my favorite methods for measuring customer sentiment.

Net Promoter Score 12

Net Promoter Score Customer Service Retail eBook 12

Beyond Philosophy

OCTOBER 11, 2019

They increased their Net Promoter Score® (NPS) by 34 points over 30 months and enjoyed a ten percent increase in sales. Since this initial 30-month period and increase in NPS, their score has climbed another 15 points—and they are not done yet. He describes RICOH Canada’s first NPS score as “absurdly low.”

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Esteban Kolsky

MARCH 13, 2018

And then you can do that forever – or at least until you realize you are spending 70% or more of your time keeping up a static model and trying to make it work as you think it’s best – while your customers “reward” you with a 70-75% satisfaction rating and/or you keep an NPS around 70-72. How do you measure that?

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107

Amity

FEBRUARY 10, 2017

They’re also faced with pressure to improve the way they measure their impact on customers’ businesses as well as their own. To learn more about Eloqua's Customer Success story, download our white paper: From $0 to $1 Billion, Scaling Customer Success at Eloqua. They need to massively scale.

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

Confirmit

MAY 29, 2018

Measure your customers’ satisfaction at different touchpoints across the customer journey, and across your various products and/or services. Evaluate the impact of these improvements on your customer metrics, like NPS®, as well as your business KPI’s, like revenue, costs and churn. White Paper.

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40