Retently

MARCH 29, 2023

Tesla currently holds a satisfaction rating of 96 , outscoring every other car manufacturer company in Net Promoter Score® ratings. So, I researched how exactly Tesla builds such incredible customer loyalty, and here’s what I found: 1. These incredible pre-order numbers get Tesla even more attention.

Net Promoter Score 195

Net Promoter Score NPS Automotive Customer Satisfaction 195

Lumoa

SEPTEMBER 16, 2022

However, one must remember that you should not stare blindly at others’ NPS since there are other factors affecting the score itself. . In this article, we will share some good tips on how you should manage and utilize NPS benchmarks. Net Promoter Score in a nutshell. How good is your score?

Net Promoter Score 195

Net Promoter Score NPS Effort Score Comparison 195

eglobalis

MARCH 13, 2025

How to Win Leadership Commitment This article was originally published in part at [link] Introduction Customer Experience (CX) transformation has become a strategic priority for B2B organizations because it directly influences key business outcomes. At the same time, B2B customer expectations have risen. Demonstrating the value of CX (e.g.,

Leadership 232

Leadership B2B B2C Effort Score 232

Retently

JULY 16, 2024

Most companies focus on continuously improving their customer satisfaction, and tracking Net Promoter Score is an important step in building a culture of Customer Success. Over the years, Net Promoter Score has proven to be a key customer satisfaction metric.

Net Promoter Score 148

Net Promoter Score Effort Score NPS Customer Satisfaction 148

eglobalis

AUGUST 19, 2024

While the Net Promoter Score (NPS) has long been heralded as the go-to metric for gauging customer loyalty, sentiment, and ”satisfaction”, it’s clear that NPS alone isn’t sufficient—a topic we’ve explored before. Introduction We’re not here to drive the final nail into the coffin of NPS.

NPS 434

NPS Net Promoter Score Effort Score Metrics 434

eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. No number, or responses provides any diagnostics on its own.

NPS 450

NPS Feedback Net Promoter Score B2C 450

Retently

JULY 4, 2023

From GE to Apple, many of the world’s biggest companies use Net Promoter Score ® to measure and track customer sentiment. Most swear by NPS® as the most accurate and effective means to measure loyalty and satisfaction among customers. One of our articles reveals why closing the feedback loop is important.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Retently

OCTOBER 16, 2023

In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. That makes the Net Promoter Score, as of 2023, 20 years old — an eternity for a customer success metric in the fast-paced world of technology.

Net Promoter Score 141

Net Promoter Score Metrics NPS Customer Satisfaction 141

GetFeedback

OCTOBER 10, 2018

In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. Create your NPS survey.

Net Promoter Score 170

Net Promoter Score NPS Survey Brands 170

Retently

JULY 2, 2018

In this article we’re going to dive into the basics of Net Promoter Score® (NPS®) — a metric used to assess how loyal your customers are and how likely they are to recommend your company to their personal and professional network. What is Net Promoter Score? Luckily, there is. What is NPS.

Net Promoter Score 136

Net Promoter Score NPS Customer Satisfaction Survey 136

GetFeedback

JULY 2, 2019

Net Promoter Score is a fundamental customer loyalty metric. Learn how to integrate NPS with Salesforce to drive real results from customer feedback.

Net Promoter Score 150

Net Promoter Score NPS Measurement How To 150

Lumoa

NOVEMBER 8, 2018

According to The State of the Customer Experience survey that we did earlier in 2018, all companies track customer experience using one or several of the 6 world-wide recognised KPIs: Net Promoter Score (NPS), Customer Satisfaction (CSAT), Churn rate, Retention rate, Customer Lifetime Value (CLV) or Customer Effort Score (CES).

Metrics 405

Metrics Net Promoter Score Customer Experience Effort Score 405

GetFeedback

OCTOBER 11, 2016

The Net Promoter Score (NPS) is a simple metric that can spark serious growth. Here's how and why it's become a trusted measure of customer loyalty.

Net Promoter Score 150

Net Promoter Score Measurement NPS Metrics 150

GetFeedback

OCTOBER 10, 2018

How to create and distribute a Net Promoter Score (NPS) survey that'll build customer loyalty, drive brand advocacy, and help your business grow.

Net Promoter Score 150

Net Promoter Score NPS Survey Brands 150

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. This article is inspired by our own frustrations with getting to know the CX space. In fact, you’ll find many articles dance around this question. Heck, we’re still learning. 73% of U.S.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

InMoment XI

DECEMBER 10, 2024

The key is to build trust and loyalty through positive experiences that convert potential losses into growth opportunities. Addressing these drivers allows you to enhance satisfaction, loyalty, and retention. Invest in Customer Loyalty Strong customer loyalty is key to reducing churn.

Customer Journeys 195

Customer Journeys ROI Net Promoter Score Multi-Channel 195

Retently

AUGUST 23, 2023

We argue the opposite — Net Promoter Score® is just as valuable for a B2B company as it is for a B2C brand. Closing the feedback loop is easier Another benefit of using Net Promoter Score for your B2B company is that you’re far more able to act quickly and decisively on customer feedback.

Net Promoter Score 147

Net Promoter Score B2B Company B2C 147

eglobalis

FEBRUARY 3, 2025

This article explores how technology and customer experience are becoming more interdependent, with a focus on AI’s role in B2B environments. For instance, a retail client of Oracle improved its Net Promoter Score (NPS) by 15% by addressing negative sentiment identified through AI analysis.

B2B 381

B2B Customer Journeys Customer Experience Chatbots 381

ECXO

MARCH 6, 2025

Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement. These are opportunities where exceptional experience can strongly influence a customers loyalty and spend. B2B customers will notice that commitment.

B2B 339

B2B Customer Journeys How To Effort Score 339

Retently

MARCH 18, 2019

Well, by far the most effective way to measure customer satisfaction and loyalty is via the Net Promoter Score. After all, brands with high customer retention are usually companies with high NPS score. Apparently, customer loyalty was so high that Starbucks’ program ended up holding more money than some banks.

Net Promoter Score 126

Net Promoter Score Omni-Channel Company NPS 126

eglobalis

SEPTEMBER 5, 2024

Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty. This article explores how integrating CS and CX metrics can transform customer strategies, boost adoption, and lead to measurable, data-driven business success.

Metrics 419

Metrics Customer Success Customer Experience Effort Score 419

GetFeedback

JUNE 22, 2019

The same holds true for your Net Promoter Score survey. What is Net Promoter Score (NPS)? Net Promoter Score surveys are a type of customer experience survey. Remember that your NPS survey represents a valuable customer loyalty metric. Personal experiences drive loyalty.

NPS 304

NPS Net Promoter Score Survey Effort Score 304

eglobalis

JUNE 27, 2024

Companies like Zendesk, Freshdesk, and ServiceNow use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Successful execution ensures that the company lives up to its promises, thereby fostering trust and loyalty among customers.

Strategy 450

Strategy Customer Experience Net Promoter Score Customer Centricity 450

eglobalis

MARCH 30, 2025

For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. Importantly, employees can focus on resolving real issues in real time rather than debating survey scores.

Survey 312

Survey Banking NPS Effort Score 312

InMoment XI

OCTOBER 31, 2024

You’ll also unlock valuable customer experience analytics resources, articles, and other tools to help you quickly elevate your CX program and grow your business. Net Promoter Score (NPS) If a customer is loyal to your brand, they have likely had a positive experience with your call center, too.

Call Center 195

Call Center Metrics Self Service Effort Score 195

GetFeedback

FEBRUARY 17, 2020

This question is the most basic NPS question and it can yield powerful insights about customer loyalty at key stages of the customer journey. In this article, I’ll briefly share with you the reasons you should be measuring NPS, and then share our three pillars for improving your NPS program with the GetFeedback Salesforce integration.

NPS 195

NPS Measurement Loyalty Net Promoter Score 195

ECXO

JULY 10, 2024

Redefining Customer Feedback: Embracing Comprehensive Metrics for Accurate Sentiment Analysis Introduction The Net Promoter Score (NPS) has long been a widely used metric for assessing customer loyalty, satisfaction, and the potential for customer churn as a relationship and transactional metric.

Metrics 374

Metrics Analysis Feedback NPS 374

InMoment XI

JANUARY 9, 2024

For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. Great customer experiences foster loyalty. Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries.

B2B 413

B2B Self Service Customer Experience Customer Journeys 413

SurveySparrow

DECEMBER 31, 2019

Yes, I am talking about the net promoter score (NPS). The metric helps measure customer loyalty in a matter of seconds. The respondents need not spend much time on such surveys, all they have to do is pick a score! All your hard work can go down the drains if you are not adept at net promoter score calculation.

Net Promoter Score 92

Net Promoter Score How To NPS Survey 92

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). Download The Article. Increased first contact resolution (FCR) rates.

Retail 262

Retail Net Promoter Score Self Service Customer Experience 262

ECXO

JULY 29, 2024

Companies like Help Scout, Zoho Desk, and HappyFox use these tools to monitor customer sentiment and resolve problems quickly, thereby improving satisfaction and loyalty. Goals might include improving customer satisfaction scores, reducing churn rates, or increasing customer lifetime value.

Strategy 380

Strategy Customer Experience Net Promoter Score Effort Score 380

ECXO

AUGUST 19, 2024

This article delves into the transformative power of CX experimentation and how it can propel your business to new heights. Continual refinement ensures that customer needs are met more efficiently, leading to increased loyalty and satisfaction. Clear objectives guide the experimentation process and ensure focus on desired outcomes.

Customer Journeys 369

Customer Journeys Customer Experience Net Promoter Score Effort Score 369

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. The title sums up the gist of the article. This article takes a deeper dive into the reasons a CXO is essential to any organization.

Net Promoter Score 66

Net Promoter Score Loyalty Programs Customer Service Effort Score 66

ProProfs Chat

MARCH 26, 2020

If you are reading this blog, you might already have an idea about NPS( Net Promoter Score), a highly used customer satisfaction metric. This article will help you understand why you need a Net Promoter Score (NPS) survey software to make the most of this metric. You might be thinking, why?

Net Promoter Score 93

Net Promoter Score NPS Software Company 93

Totango

NOVEMBER 3, 2021

The Net Promoter Score question provides one of the most effective tools for predicting customer loyalty and brand advocacy. What is the Net Promoter Score Question? The net difference between Promoters and Detractors gives the Net Promoter Score system its name.

Net Promoter Score 103

Net Promoter Score How To NPS Customer Journeys 103

BlueOcean

FEBRUARY 11, 2020

With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. This Forrester article goes deep into the details of exactly how to tie customer experience to hard dollars. And we tend to correlate the quality of that customer experience with customer loyalty.

Customer Experience 177

Customer Experience Net Promoter Score Self Service Effort Score 177