NPS ROI Self Service Wireless 
Pointillist
JANUARY 19, 2022
Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Last year, 41% of companies said they capture improvements in metrics like NPS or satisfaction, but can’t translate that into revenue or costs. But it has its limitations.
Pointillist
MARCH 20, 2020
The team wants to understand the effectiveness of their self-service channels when customers have a problem making a mortgage payment. Next, they define separate paths for customers that went on to use each of their three self-service channels: mobile, IVR and web. For these “No Shows,” NPS drops to 14.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
ShepHyken
JUNE 2, 2017
To compound all this, traditional service – which waits until customers called the contact center before addressing a problem – has become much less effective. Service leaders have been forced to provide self-service channels, mitigate risk with pro-active initiatives, and consistently channel customers into more cost-effective mediums.
Pointillist
SEPTEMBER 10, 2020
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. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,
Bold360
DECEMBER 1, 2016
Customer experience (CX) software helps companies gain valuable insight into their audience’s mindset to tailor products, services, and support to customers’ needs and expectations. Erol Toker is the Founder and CEO of Truly Wireless. Josh Rubin is the owner of Creative California , in Sacramento CA. Erol Toker. TrulyWireless.
Expert insights. Personalized for you.
75 
Let's personalize your content