Pretium Solutions

FEBRUARY 28, 2012

A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. The wireless and broadband industries illustrate this point. The post Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture? That is a risky venture at best.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pretium Solutions

FEBRUARY 28, 2012

A focus on Promoters only strategy, however, does not work in all situations where Net Promoter Score is measured. The wireless and broadband industries illustrate this point. The post Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture? That is a risky venture at best.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Wireless 40

Pointillist

SEPTEMBER 10, 2020

Process mining is used to measure the efficiency of a wide variety of business processes, particularly digital processes, from start to finish. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers.

Customer Journeys 128

Customer Journeys Touchpoint Interaction System 128

Tricia Morris

FEBRUARY 26, 2016

Leveraging data from cases has enabled service to provide direct input into product and service changes resulting in increased sales and increased customer satisfaction – and a Net Promoter Score (NPS) increase of 50 percent.

Net Promoter Score 40

Net Promoter Score Customer Service Brands Wireless 40

Pointillist

SEPTEMBER 28, 2021

Armed with this knowledge, agents can serve customers efficiently, increasing NPS ® , CSAT and FCR, and minimizing customer effort (CES), average handle time (AHT) and repeat calls. Leaders Struggle to Measure Customer Behavior and Quantify Impact.

Contact Center 40

Contact Center Customer Journeys Self Service How To 40

Pointillist

JANUARY 19, 2022

How are you currently measuring this customer’s experience? Perhaps marketing captures social media engagement, the contact center measures agent transfers and first contact resolution, and the mobile product owner tracks completion rates. That’s why leading organizations are adopting customer journey measurement.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75

Bob Hayes

JANUARY 16, 2015

Also, the customer survey included questions that required customers to provide ratings on measures of customer loyalty (e.g., In the second study, as part of a customer relationship survey, I solicited responses from customers of wireless service providers (B2C sample). We now need to understand what the CSI is measuring.

Wireless 40

Wireless Metrics Study Survey 40

TechSee

MAY 1, 2022

Customer satisfaction is a key performance indicator (KPI) that measures how well an organization meets customer expectations by rating the level of satisfaction with services or products. Why Measure CSAT? CSAT is measured by asking a basic question on a customer feedback survey. What is Customer Satisfaction Score (CSAT)?

Net Promoter Score 109

Net Promoter Score Effort Score Customer Experience Customer Satisfaction 109

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. The use of artificial intelligence can help you address both of these issues and make your customer experience measurement programs much more effective.

Measurement 40

Measurement Customer Experience Net Promoter Score Hotels 40

Guavus

JANUARY 16, 2020

The Net Promoter Score (NPS) system that most operators use to determine aggregate customer satisfaction levels is woefully uninformative in terms of what customers are actually experiencing with any given service at any particular time. Substantial work in the wireless arena is under way, for example, to build self-organizing networks (SON).

Customer Centricity 64

Customer Centricity Wireless Analytics Net Promoter Score 64

Answer Dash

APRIL 17, 2020

How to measure, optimize, and scale your customer experience capability Customer experience management begins with understanding your customers and their needs. As an experience-first business, you’re in line for positive results on big picture measures like your brand loyalty, plus immediate-return results in terms of sales.

Customer Experience Management 66

Customer Experience Management Culture Customer Experience Management 66

Guavus

JULY 10, 2018

Both wireless and cable networks need to be rethought in order to handle both the high volume and dynamic swings in traffic. All of this leads to proactive and insightful customer service which translates to happier customers, higher customer satisfaction, higher Net Promoter Scores (NPS) and less churn. Not a problem.

Analytics 57

Analytics Customer Experience Net Promoter Score Wireless 57

Bob Hayes

JANUARY 26, 2015

The CSI measures the degree to which customers hold positive/negative attitude about your company/brand. This post explores what the CSI is measuring and will begin to identify how the CSI can be used to gain insight to improve the customer experience. NPS), overall satisfaction and CX ratings of important customer touch points (e.g.,

B2C 40

B2C B2B Wireless Metrics 40

Bold360

DECEMBER 1, 2016

Companies get too fixated on the quantitative side and forget that at the end of the day the experience as it is perceived and described by humans (and customers are humans, not just NPS-score carriers) is fluid and filled with shades of grey. When they do, the software can really help measure and improve that experience. Mark Reuter.

Software 40

Software Customer Experience Company CRM 40

Pointillist

AUGUST 26, 2019

By Steve Offsey Customer Experience metrics like Net Promoter Score® (NPS®) clearly matter. NPS has gained a lot of traction in recent years and is now the most widely used CX metric. But now that you’re measuring it, how do you improve NPS? In this post, I’ll provide a detailed look at how to improve NPS.

NPS 79

NPS Strategy Net Promoter Score How To 79