Customers Rock!

APRIL 14, 2010

We had a great discussion around listening to customers, gathering social media feedback and turning it into action inside of a company, and of course we talked about the NetPromoter score and how to use it strategically. You can listen to the 12-minute segments here (Segment 1) , here (Segment 2) , and here (Segment 3). Be user-friendly.

Social Media 154

Social Media Case Study Financial Banking 154

Comm100

NOVEMBER 13, 2022

Overall, satisfaction among live chat interactions is exceptionally high, with an average live chat CSAT score of 4.3 In a live chat environment, surveys can be established post-chat to capture things like ratings and comments, or more defined metrics like a Net Promoter Score. Founded: 2009. in 2021. .

Tools 238

Tools Customer Service Tips Omni-Channel 238

Clarabridge

MARCH 2, 2017

For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. Score that. Measurement Motivation.

Measurement 49

Measurement Effort Score Net Promoter Score Social Media 49

ClearAction

OCTOBER 1, 2018

Artificial intelligence, digitalization, emerging technologies, the sharing economy, and other trends won’t solve what’s shown in these studies: “Only 20% of companies scored 9-10 for seeing a Return on Investment, with a significant 14% of companies scoring 0-2. customers, channel partners, alliances).

Customer Experience 63

Customer Experience Effort Score ROI Study 63

Gainsight

DECEMBER 6, 2018

It’s a tale as old as time—well, as old as, like, 2009 maybe. Splunk thinks about this journey as a pathway from adoption to outcomes, and tracks it using two core score: Adoption and Health. So I’ll end with their words, smiling as I type them out: “Like you need a CRM, you need a Customer Success Platform.”.

Customer Success 45

Customer Success How To Effort Score ROI 45

Clarabridge

MARCH 2, 2017

For example, French hotel group Accor have a ‘thank you score’, the number of social media complaints that are resolved to a point where the customer concludes with a closing expression of gratitude. Conventionally though, business tend towards customer satisfaction or Net Promoter Scores. Score that. Measurement Motivation.

Measurement 40

Measurement Effort Score Net Promoter Score Social Media 40

SurveySensum

JULY 14, 2020

Principal Analyst, most of her work is focused on research, advisory, and training efforts on shaping the future of experience management (XM). She has authored and co-authored many books and has been quoted in multiple channels such as NYTimes, USAToday, Forbes, CRM Magazine, and more. Currently working at Qualtrics as a Sr.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132