Comm100

NOVEMBER 13, 2022

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. Engagement in these spaces can help to shift public perception, so thanking customers for their feedback and responding to issues is important. Founded: 2011.

Tools 242

Tools Customer Service Tips Omni-Channel 242

Experience Investigators by 360Connext

JUNE 9, 2015

To demonstrate how the experience has grown in importance, that number was 34% back in 2011. According to Bain’s Net Promoter, these customers are labeled as promoters. Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide.

Customer Experience 110

Customer Experience Net Promoter Score Hotels NPS 110

Customer Interactions

JULY 7, 2015

The project just about to close was kicked off in Q4 of 2011 with a customer that has been using NICE Fizzback for around 18 months. The customer engaged with the NICE Fizzback Transformation team and we set about scoping a project, defining some targets and setting out our plans.

Net Promoter Score 28

Net Promoter Score Customer Engagement Engagement Customer Experience 28

COPC

MAY 19, 2023

Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES). Net Promoter Score (NPS) NPS measures the likelihood of a customer recommending a company’s product or service to others.

NPS 68

NPS Net Promoter Score Effort Score Metrics 68

Customer Enthusiast

OCTOBER 26, 2018

Together, we toured, listened, shared, asked questions, and engaged with the company’s top CX executives. Inclusion: Since 2011, Comcast’s Internet Essentials has connected more than six million low-income Americans to low-cost, high-speed Internet at home in an effort to bridge the digital divide.

Customer Experience 90

Customer Experience Net Promoter Score Effort Score Culture 90

delighted

MAY 20, 2022

The new research shows that 20% of startups do not have a dedicated Customer Experience (or Customer Service/Customer Care) team or even a single employee dedicated to customer experience, even though nearly 60% of founders have been asked about their Net Promoter Scores in an investor meeting.

Customer Experience 93

Customer Experience Net Promoter Score Effort Score Feedback 93

ProProfs Chat

JULY 30, 2021

Brand Net Promoter Score (NPS) Template. NPS (Net Promoter Score) questions are a great way to check your customer loyalty on a scale from (0-10). Read more: How to Calculate Net Promoter Score (NPS). How is the audience engagement on your profile? Image Source: Ziff Davis, LLC.

Brands 111

Brands Net Promoter Score Social Media e-support 111

Thematic

MARCH 26, 2025

The feedback comes from an engaged or relevant source Feedback from paying customers, repeat users, or high-value clients carries more weight than random, unverified opinions. The feedback is provided in a moment of genuine engagement Timely feedback is more accurate, allowing businesses to act before issues escalate.

Feedback 62

Feedback Social Media Analysis Survey 62

Beyond Philosophy

JULY 9, 2015

This percentage represented an increase of 10% over the previous three years (45% global average in 2011). Colin is an international author of four bestselling books and an engaging keynote speaker. To see all the numbers from the survey, click here. Reserve your spot today! Follow Colin Shaw on Twitter @ColinShaw_CX.

Brands 60

Brands Net Promoter Score Effort Score Case Study 60

Pretium Solutions

OCTOBER 26, 2011

Using our emerging operational and training methodologies in the Spring and Summer of 2011, Pretium worked to implement the New Conversation in the Consumer Care Products Division of Royal Philips across call center sites in Europe supporting more than 30 countries.

Touchpoint 40

Touchpoint Net Promoter Score Brands Loyalty 40

Pretium Solutions

OCTOBER 26, 2011

Using our emerging operational and training methodologies in the Spring and Summer of 2011, Pretium worked to implement the New Conversation in the Consumer Care Products Division of Royal Philips across call center sites in Europe supporting more than 30 countries.

Touchpoint 40

Touchpoint Net Promoter Score Brands Loyalty 40

Pretium Solutions

OCTOBER 26, 2011

Using our emerging operational and training methodologies in the Spring and Summer of 2011, Pretium worked to implement the New Conversation in the Consumer Care Products Division of Royal Philips across call center sites in Europe supporting more than 30 countries.

Touchpoint 40

Touchpoint Net Promoter Score Brands Loyalty 40

Enalyzer

OCTOBER 9, 2020

The most common types of transactional surveys are Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT) metrics. Developed in 2011, the Customer Effort Score (CES) measures the ease of a customer’s experience with the statement: [Company] made it easy for me to handle my issue.

Survey 52

Survey Net Promoter Score Customer Experience Effort Score 52

ClearAction

OCTOBER 16, 2019

An example of this is CustomerGauge’s Monetized Net Promoter Score ® which clarifies and compels strategic management of customer experience. 8 Customer engagement is much more than experiential marketing; it’s influenced by the cumulative effects of the company’s ecosystem. Business Insider, 5 August 2011.

ROI 59

ROI Customer Experience Customer Centricity Net Promoter Score 59

Avaya

DECEMBER 1, 2016

In 2011, our Net Promoter Score was hovering in the 20s, placing us … well, on par with most of our competitors, which is to say not very good. This month in Dubai, we’re hosting Avaya Engage—our first event that brings everybody in the Avaya ecosystem under one roof. Get more details on Avaya Engage in Dubai.

Net Promoter Score 40

Net Promoter Score Technology Software Industry 40

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. We brought the industry’s first customer engagement hub to market.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. He successfully led and brought his companies in successful CX transformation and has won many awards in customer engagement & customer experience management areas. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

customer sure

AUGUST 22, 2023

That’s your Net Promoter Score." But it also extends to the ‘user interface’ of your surveys: People don’t want to engage their brains when they’re helping you out by filling in your feedback forms. But what happens when we ask the “recommend” question on a scale that isn’t 0-10? What about a 1-5 scale?

NPS 48

NPS How To Net Promoter Score Survey 48

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers.

Survey 60

Survey Measurement Customer Experience Effort Score 60

Amity

FEBRUARY 10, 2017

I had a couple of related roles after that but it wasn’t until I joined Eloqua in 2011 that I encountered a customer success model that truly worked (editor's note: Eloqua was acquired by Oracle in 2012). That was my first formal exposure to Customer Success. What have been the driving factors of change at Oracle Marketing Cloud?

Customer Success 48

Customer Success Marketing Effort Score Net Promoter Score 48

SurveySensum

SEPTEMBER 8, 2023

Between 2007 and 2011, Apple’s NPS soared from 58% to an impressive 72%. So, it’s high time to take an extra step and convert your promoters into your brand advocates. Build Strong Relationships: Your promoters are already your biggest fans so continue to nurture your relationship with them. Here’s how you can do that.

NPS 52

NPS ROI Social Media Effort Score 52

Grade.us

JUNE 2, 2020

Net Promoter Scores, optional survey questions, first-party reviews, and third party reviews — all from the same customer. Review request mode enables you to capture the Net Promoter Score and third party review from your customer. Net promoter scores. Multiple request modes.

Software 47

Software Management Net Promoter Score Multi-Channel 47

delighted

APRIL 19, 2019

You’ve done the hard work and earned your customer’s attention, but do you know how loyal they are to your brand or how engaged they are in your business? These metrics help you work out where you can improve your customer experience to boost engagement and increase sales from potential and existing customers.

Survey 40

Survey Measurement Customer Experience Effort Score 40

SmartKarrot

JANUARY 18, 2022

Found by Girish Mathrubootham and Shan Krishnasam in 2010, Freshworks specializes in providing SaaS customer engagement solutions to businesses of all sizes. CloudCherry is a cloud-based CRM ( customer relationship management ) company that assists its clients’ tracking and enhancing their customer engagement. Freshworks.

Company 11

Company e-support Customer Journeys CRM 11

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. Things changed dramatically after that. The journey has been fantastic since then.

Customer Centricity 95

Customer Centricity Healthcare Hospitality Management 95

Beyond Philosophy

MAY 20, 2015

Bob Thompson chronicled a part of this very well in a recent, widely-read, blog, where he looked at customer experience vs. customer engagement. Customer service and support is, then, an element of both engagement and experience; but, it is often used as a surrogate term, to be inserted in place of either engagement or experience.

Consumers 60

Consumers Self Service Study Retail 60