Confirmit

OCTOBER 30, 2018

What Philadelphia Insurance learned was that its customer base needed a more effective and efficient billing system so that they (the agents) could more effectively manage and assist the policy holders. Between 2010 and 2013, the insurer’s Net Promoter® Score (NPS) rose from 52.7 Bain & Company, Inc.,

Return on Investment 40

Return on Investment Insurance Net Promoter Score Policies 40

CSM Magazine

DECEMBER 11, 2015

In the United States and United Kingdom, high satisfaction levels have fallen year on year, while low satisfaction level have risen each year; levels of high satisfaction fell three percentage points between 2013 and 2015, from 39% to 36%. Sharp fall in ‘passive’ customers. To switch or not to switch.

Net Promoter Score 40

Net Promoter Score Call Center Study Customer Care 40

SurveySensum

JULY 14, 2020

Since then, he has helped dozens of companies in conducting meaningful business insights, designing and engineering CX, optimizing Customer Service Excellence, Voice of Customers, NPS, Analytics, CX Strategy & Frameworks. It focuses on using Net Promoter Score ® (NPS) to transform business in the digital era in 2017.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

NobelBiz

OCTOBER 30, 2020

Call center customer service has a strong bearing on customer satisfaction and your business as a whole. So, improving call center customer service becomes necessary in order to make your business stand out. One of the best ways to evaluate customer feedback is through the NPS or Net Promoter Score.

Call Center 52

Call Center Customer Service Net Promoter Score How To 52

Kustomer

JANUARY 21, 2021

And then on the opposite side, maybe tens, if not hundreds of people that are delivering the value to those customers. Things like NPS work really good in the consumer space or JD Power, kind of like ratings work good in the consumer space, but they’re not really diagnostic or prescriptive enough for a B2B. Gabe Larsen: (08:11).

B2B 72

B2B Company B2C Customer Centricity 72

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. If you’re selling something that takes a year to renew, you usually focus on Net Promoter Score (NPS) as well.

Customer Success 52

Customer Success B2B Metrics Sales 52

ChurnZero

JUNE 3, 2022

He said we need Customer Success managers. This was back in 2013. I do think it’s worth starting by putting some definitions in place, starting with what is customer success. If you’re selling something that takes a year to renew, you usually focus on Net Promoter Score (NPS) as well.

Customer Success 52

Customer Success B2B Metrics Sales 52

Currency Alliance

JUNE 11, 2019

When Paul Cobban first joined as COO in 2013, a taxi driver quipped with him that the acronym DBS stood for “Damn Bloody Slow”. By 2017, the bank claimed to have saved 250m wasted customer hours a year by ‘shaving minutes and hours out of every process and interaction’. They are also widely trusted to protect sensitive data.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Amity

OCTOBER 31, 2016

We know that to have hockey stick growth, we need to start with Customer Success. When I came on board, we had a very large customer base split up between a team of three. Today, we have 1,400 customers split between a team of 12, but that still poses challenges. Around 2013, we started to shift our focus.

Customer Success 0

Customer Success Customers Metrics Sales 0

AskNicely

JANUARY 10, 2019

In 2013, a research study by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator for brands. In this blog, we will take a look at the different customer experience metrics, what they are, their strengths and weaknesses, and when to use. NPS – Net Promoter Score.

NPS 150

NPS Metrics Effort Score Customer Experience 150

Gainsight

MAY 13, 2020

We could have never imagined that when we started Pulse in 2013 with 300 attendees that it would grow to the size of our virtual conference today with over 21,000 registered attendees. Visibility to gain a common view of the customer. How to find pockets of expansion in your customer base.

Roadmap 59

Roadmap ROI NPS Customer Success 59