C3Centricity

AUGUST 2, 2021

As mentioned last week, you can download the full white paper HERE. In addition to using NPS, we also like to use other diagnostic questions to see how we can improve. This is the second part of “The 23 Keys to Creating Raving Fans” post by Alan Hale from CMG (Consight™ Marketing Group) in Chicago.

Customer Relationship Management 178

Customer Relationship Management CRM NPS Loyalty 178

CustomerGauge

MARCH 31, 2017

In our recent white paper, Next-Generation […]. The post Monetized Net Promoter®—Tying Revenue to NPS® appeared first on CustomerGauge. These two methods were previously introduced as part of the Net Promoter Operating Model in the 2008 book Answering the Ultimate Question.

NPS 60

NPS Measurement Feedback Company 60

AskNicely

DECEMBER 4, 2018

NPS can be approached with the same mentality. Want to learn more about NPS Best Practices? Download our white paper on The New NPS Best Practices. Maybe you even leave the group text! We’ve all been there. I’m in a text group at least once a week, especially with holidays approaching. A Trickle not a Blast.

Survey 150

Survey Net Promoter Score NPS Call Center 150

TechSee

MARCH 12, 2019

This in-depth white paper by TechSee explores the real-world uses of implementing vision automation technologies within the contact center. The white paper provides a deep dive into the impact visual automation is having on a wide range of contact center KPIs. The Power of Visual Automation.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

C3Centricity

JULY 27, 2021

If you can’t wait for Part 2 next week, you can download the full white paper HERE. Exceptionally, I am publishing it as two separate posts because its length and value deserve the detail and effort he has put into it.

B2C 179

B2C B2B Customer Satisfaction Industry 179

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

CX Workout - Ideas Blog

AUGUST 25, 2020

NPS: A Ton Of Simplicity And An Ounce Of Usability. Instead of relying on a rough score like NPS or frequency of comments, you can have the most powerful data insights based on the unfiltered voice of the customer and backed by quantitative analysis. August 25, 2020. Download Now. Love 0 Share Tweet Share Pin.

NPS 52

NPS Analysis Data Customers 52

CustomerGauge

APRIL 4, 2017

In our most recent white paper, Next-Generation Net Promoter®: How to Monetize […]. While it’s true that these employees are the first line of defense in resolving issues with dissatisfied customers, they aren’t the only ones bearing the burden.

Company 79

Company How To NPS Customers 79

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

Customer Bliss

FEBRUARY 21, 2019

She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 120

Telecommunications Company Culture NPS 120

Customer Bliss

FEBRUARY 21, 2019

She read a lot of white papers and webinars, research articles from CCXP and followed the competencies of CCXP assessment and looked at NPS and CSAT research. Rekha explains how she instituted her own method of the three Rs: read, research, and reapply.

Telecommunications 111

Telecommunications Company Culture NPS 111

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

Zeisler Consulting

SEPTEMBER 15, 2021

That’s on purpose, because the more I think about the “ ROI of CX ,” the more I realize that we in CX are writing checks that the Customers’ experiences alone (no matter how awesome they may be) can’t cash.

Effort Score 93

Effort Score Sales Exercises Study 93

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 10, 2016

Risk Assessment: other intel affecting health, NPS scores. Net Promoter Score (NPS) is not at an acceptable level. If you determine that customers who download your white papers are more likely to renew, or paying their bills on time points to good health, those activities can be added to the mix.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

Uniphore

DECEMBER 17, 2021

And it’s not hard to see why—Conversational Automation can simplify, streamline and speed up complex, time-consuming customer service processes, improving customer satisfaction (CSAT), net promoter score (NPS) and other key metrics. However, even the best solutions are only as good as the strategy behind them.

Net Promoter Score 130

Net Promoter Score Contact Center NPS Customer Satisfaction 130

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 52

Trends Self Service Effort Score Social Media 52

Amity

OCTOBER 5, 2015

Risk Assessment : other intel affecting health, NPS scores. Net Promoter Score (NPS) is not at an acceptable level. If you determine that customers who download your white papers are more likely to renew, or paying their bills on time points to good health, those activities can be added to the mix.

Customer Success 48

Customer Success Net Promoter Score Management NPS 48

Team HGS

NOVEMBER 21, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. 8: Virtual Reality, Augmented Reality, and 3D Holograms, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in higher CSAT and NPS scores for your business.

Trends 52

Trends Gamification Effort Score Customer Service Representative 52

Thematic

MAY 27, 2021

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). Once complete we plan to release the maturity model in a white paper. Data is unified, and no longer siloed. We’d love to hear what you think.

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

Team HGS

FEBRUARY 6, 2018

HGS recently released a white paper on this year’s top 10 trends in customer service. 10: Digital Assistance—Voice Search, highlighting strategies designed to drive the right answer, fast, for your customers—to ultimately result in a higher CSAT and NPS score for your business. Here, we dissect CX Trend No.10:

Trends 45

Trends Contact Center Exceptional Customer Service Omni-Channel 45

CustomerGauge

APRIL 20, 2017

We’re thrilled to announce the release of our 2017 NPS® and CX Benchmark Survey, made in collaboration with MIT CISR! In honor of this release, we’re launching a series of blog posts, aptly named, “Know Your… ”, to promote CX and NPS best practices. This week it’s all about surveys.

Voice of Customer 72

Voice of Customer Survey Marketing NPS 72

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). That can work for small tweaks in an organization’s culture, but for more-sweeping change, organizations must create momentum fast and set their sights high.

Culture 80

Culture How To Net Promoter Score Airlines 80

Horizon CX

JANUARY 6, 2020

Thinking that this was not necessarily my final career choice, I then took the initiative to write and submit an internal white-paper to my management team describing how I would approach collecting and managing the voice-of-the-customer differently than it was being done.

Airlines 100

Airlines Course Management Survey 100

Beyond Philosophy

AUGUST 30, 2016

The satisfaction (and delight, NPS, and CES) metric does not take consumer brand favorability and volume/type of positive and negative online/offline word-of-mouth into consideration. And, as many consulting organizations have determined, today these factors are critical for both understanding leveraging downstream customer behavior.

Customer Satisfaction 60

Customer Satisfaction Measurement B2C B2B 60

Kitewheel

SEPTEMBER 16, 2019

CX leaders have NPS score data, Marketers have campaign attributions and interactions, Sales has to consider if their emails are being opened, and technology teams are being asked to link it all together. Some journey steps are made up of simple interactions, like downloading a white paper, or completing a form submission.

Measurement 40

Measurement Customer Journeys Omni-Channel ROI 40

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. Image Credit: hearts by Frank Guido , CC BY 2.0.

Sales 48

Sales Net Promoter Score Effort Score B2B 48

delighted

AUGUST 23, 2019

Is this about a white paper that they read? Send a Net Promoter Score (NPS) survey by email to your core user base on a regular basis, and map the scores and comments to the behavior of those who are active users as well as those who churn. Your NPS, CES, etc. But, you need to learn WHY they are.

Customer Experience 41

Customer Experience Customer Journeys How To Effort Score 41

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

SurveySparrow

MARCH 26, 2021

The ones in ToFu should be attracted with the help of informational content like blog posts, white papers, etc. The customers in each of these funnels are at varying levels of knowledge about your product. because they are trying to find more information about the products that are available in the market. Winding up. .

Strategy 52

Strategy Marketing Advertising Airlines 52

InMoment XI

NOVEMBER 2, 2021

Sure, it’s great to see a boost in CX metrics like NPS , CSAT , and CES , but what really drives impact? At the end of the day, investing in customer experience (CX) is about more than just the score. Creating tangible value for your business—and that means proving that sometimes elusive CX ROI.

ROI 260

ROI Customer Retention Infographics eBook 260

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

CustomerSuccessBox

JUNE 27, 2022

Without CS enablement, a CSM would have to go to the marketing division to locate someone to write a white paper or a graphic and then follow up to make sure it happened. Nearly every firm should be tracking metrics like customer satisfaction score (CSAT) and Net Promoter Score (NPS) when it comes to customer success.

Customer Success 52

Customer Success Customer Experience Net Promoter Score Customers 52

CSM Magazine

FEBRUARY 14, 2017

Consistently low scoring net promoter score (NPS) customers are routed to another team focussed on understanding why their customer satisfaction scores are low. A white paper entitled ‘How to Succeed in Delivering Proactive Customer Service’ is available to download from the Intelecom website. About the Author.

CRM 40

CRM Engagement Net Promoter Score Analytics 40

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.

Customer Experience 107

Customer Experience Customer Journeys Customer Centricity CRM 107