AskNicely

MARCH 22, 2018

I did this all in the pursuit of conquering and mastering my arch nemesis in leading Customer Success teams over the years: Net Promoter Score. . Net Promoter Score, in its most basic form, measures a customer’s willingness to recommend your products or services to others. True story). Book a demo.

NPS 150

NPS Net Promoter Score Case Study Culture 150

Thematic

SEPTEMBER 6, 2018

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? In this post, we’re only focusing on Net Promoter Score. For more on the Net Promoter System , we recommend checking out resources like Bain & Company , and Customer Strategy to name only a couple).

Net Promoter Score 54

Net Promoter Score NPS Effort Score Feedback 54

Experience Investigators by 360Connext

OCTOBER 17, 2023

Organizations are realizing that a customer-centric culture is key to driving growth and profitability. The Importance of Leadership Buy-In for Customer Experience Having leadership buy-in is essential for creating a customer-centric culture within an organization. There’s some common agreement now in the world of business.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

Genroe

NOVEMBER 29, 2021

In just three years Zip Water UK dramatically lifted their NPS from +2 to +73 by driving customer experience culture and relentlessly finding and correcting root cause issues for their customers. In this case study we examine the reproducible steps and approaches they took to drive that change.

Case Study 52

Case Study Net Promoter Score Study NPS 52

BirdEye

AUGUST 3, 2023

How to calculate your CSAT score? Case study of customer satisfaction done right with Birdeye FAQs on customer satisfaction score Scale your customer satisfaction with Birdeye Survey What is the customer satisfaction score? Calculate your score, and create benchmarks you can measure future reporting against.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

Beyond Philosophy

JANUARY 2, 2019

Maersk, a global shipping company, improved their Net Promoter Score +40 points in 30 months, which also lead to a 10% increase in shipping volumes. You could send them examples of what other organizations have done, case studies with results that show how improving Customer Experience increased revenues.

Net Promoter Score 156

Net Promoter Score Customer Experience Effort Score Hospitality 156

Confirmit

MAY 29, 2018

What Is Net Promoter Score (NPS®)? The Net Promoter Score, or NPS®, enables organizations to get a clear vision of the health of their customers’ loyalty. a Net Promoter Score, or more likely a series of Net Promoter Scores, you can track for key areas of your business.

Net Promoter Score 40

Net Promoter Score NPS Effort Score Metrics 40

Second to None

OCTOBER 19, 2020

Read more: “Daily Solutions for Creating a Culture of Engagement.”. Low customer satisfaction scores may be attributable to specific causes, like wait times. Case Study: learn how we helped Whole Foods evaluate operational and service elements and enhance the in-store experience for customers.

Employee Engagement 116

Employee Engagement Engagement Net Promoter Score Metrics 116

CX Journey

APRIL 7, 2016

Instead, many companies would benefit from a more dramatic service revolution that quickly rebuilds their culture around the vision of taking action to create new or greater value for others. Four Common Mistakes and How to Do it Better There is a better way to build a culture that quickly and dramatically improves customer service.

Culture 80

Culture How To Net Promoter Score Airlines 80

Michel Falcon Experience

OCTOBER 10, 2014

The Vancouver-based franchisor is a case study for the Net Promoter Score , company culture and their employee development. . “It’s all about the people.” ” As you may be familiar, I got my start with a company called 1-800-GOT-JUNK?

Customer Experience 143

Customer Experience Net Promoter Score Customer Centricity Effort Score 143

InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. With decades of expertise in Net Promoter surveys , we know what works. Here are 21 actionable strategies to improve your net promoter score and elevate your NPS the right way.

NPS 52

NPS Net Promoter Score Strategy How To 52

Experience Investigators by 360Connext

JULY 28, 2020

Consider this case study: For more than three decades the Business Roundtable , the association of CEO’s from America’s leading companies, had encouraged corporate leaders to consider the goals of their businesses to be focused squarely on shareholder value. How is success measured?

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

CSM Magazine

JANUARY 2, 2025

When empathy is part of your customer service culture, it becomes a natural way to build trust. Building a customer support team that responds with genuine understanding requires training, thoughtful communication tools, and a culture that prioritizes the human side of service. For businesses, this investment in connection pays off.

Effort Score 52

Effort Score Case Study Culture Healthcare 52

Up Your Service

MAY 16, 2016

Within 36 months the company achieved a comprehensive cultural revolution with “New Ideas, More Value” as the key differentiator in a crowded field. 6% points gain in Net Promoter Score. 6% points gain in Net Promoter Score. Read the complete Case Study now.

Case Study 40

Case Study Technology Study B2B 40

Up Your Service

MAY 16, 2016

Within 36 months the company achieved a comprehensive cultural revolution with “New Ideas, More Value” as the key differentiator in a crowded field. 6% points gain in Net Promoter Score. 6% points gain in Net Promoter Score. Read the complete Case Study now.

Case Study 40

Case Study Technology Study B2B 40

Thematic

OCTOBER 30, 2024

Net Promoter Score (NPS) : NPS is a metric that measures customer loyalty and satisfaction by asking customers how likely they are to recommend the brand to others. Meanwhile, Walmart runs detailed surveys to check customer satisfaction, measure its Net Promoter Score (NPS), and make changes based on customers' preferences.

Voice of Customer 62

Voice of Customer Examples Industry Handbook 62

PeopleMetrics

FEBRUARY 26, 2018

It has become all too common for B2B SaaS companies to survey their customers once a year through a moment-in-time customer relationship survey, with at least one section addressing the ultimate question of Net Promoter Score (NPS). Be courageous!

NPS 96

NPS Net Promoter Score Company Roadmap 96

SurveySensum

DECEMBER 4, 2024

This is where Net Promoter Score comes into play. And generally, a negative score indicates poor performance because of more detractors. To achieve a higher NPS score for banks, it is necessary to build strong relations with customers and provide top-class experience. Know how to boost NPS in Fintech !

Banking 52

Banking NPS Financial Net Promoter Score 52

ShepHyken

AUGUST 29, 2016

My Comment: This interesting article is actually a case study of a successful company and how they connect (and do much more) with their customers. Kuiu is a hunting gear company that has a customer focused culture. The Ultimate Net Promoter Score Infographic by CustomerGauge.

Net Promoter Score 0

Net Promoter Score Customer Service Contact Center Infographics 0

Beyond Philosophy

AUGUST 4, 2015

Quality sales cultures are the ones where the Customer comes before the close, like Mackay’s quote indicates here. Ricoh Canada has a real world example of making this kind of change to their sales driven culture and making it work. Not all mind you, but enough that I knew it wasn’t a culture where I wanted to hang about.

Culture 60

Culture Sales Net Promoter Score Case Study 60

Totango

MAY 5, 2021

This helps create a customer-centric culture within your company that prioritizes positive interactions and high customer satisfaction throughout the journey from onboarding to renewal. Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS).

Measurement 118

Measurement Effort Score Customer Experience Data 118

TechSee

JUNE 11, 2019

All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention. KPI #3: Net Promoter Score (NPS). It enhances all customer service KPIs, including those measuring contact center productivity and CX quality.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Russel Lolacher

JUNE 15, 2021

Businesses often forget about the culture, and ultimately, they suffer for it because you can’t deliver good service from unhappy employees.” – Tony Hsieh. Much of that advice is a mix of score keeping; being more human and less of a dick; building relationships that matter; solving customer problems; leading with empathy; etc.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

SurveyGizmo

FEBRUARY 12, 2020

They are infusing engagement into their company DNA and, together with SurveyGizmo, have created a continual feedback loop to fuel a 10-fold increase in their Employee Net Promoter Score (eNPS). ” Supporting an Innovative, People-first Culture. Download a copy of the Four Winds Interactive case study here.

Employee Engagement 81

Employee Engagement Interaction Feedback Net Promoter Score 81

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. RICOH Canada has done some incredible work in improving Customer Experience.

Customer Experience 126

Customer Experience Employee Engagement Case Study NPS 126

Kayako

DECEMBER 3, 2015

Maybe you could send over some case studies – like these ! Ben’s Chief Customer Officer has championed the use of Net Promoter Score (NPS) within the business, and has even spoke at an event about it. But how do you present this to those who are focused on ROI and efficiencies? Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

Happy or Not

APRIL 1, 2025

Metrics such as Net Promoter Score (NPS) , Customer Effort Score, and Customer Satisfaction score help brands measure customer satisfaction and improve customer journey. Tracking net promoter score (NPS) and other satisfaction metrics allows companies to measure success and identify new growth opportunities.

Feedback 36

Feedback Net Promoter Score Effort Score Customer Retention 36

delighted

SEPTEMBER 8, 2021

Read the full FIGS case study here. Every interaction you take in customer service – whether you’re responding to Net Promoter Score (NPS) surveys or you’re on a customer call – you are not just representing your department, you are representing your company. Very important.

Customer Experience 95

Customer Experience Net Promoter Score Healthcare Apparel 95

Horizon CX

DECEMBER 1, 2023

Net Promoter Score (NPS) Studies: NPS remains a widely used metric to measure customer satisfaction and loyalty. Studies and reports that analyze the correlation between high NPS scores and business success can be valuable in supporting the argument that customer-centric practices contribute to positive outcomes.

Customer Journeys 130

Customer Journeys Customer Centricity Automotive Fashion 130

Totango

OCTOBER 20, 2020

This helps create a customer-centric culture within your company that prioritizes positive interactions and high customer satisfaction throughout the journey from onboarding to renewal. Some of the most prominent of these measurement techniques include the following: Net Promoter Score (NPS).

Measurement 90

Measurement Effort Score Customer Experience Data 90

Beyond Philosophy

NOVEMBER 30, 2023

However, to create a breakthrough to change the organization’s culture, you can’t stop there. For example, we worked with RICOH Printers, Canada, which became our case study based on their improvement of 34 points in the Net Promoter Score® 1 over 30 months. NICE Systems, Inc., NICE Systems, Inc.,

Net Promoter Score 78

Net Promoter Score Engagement Effort Score Customer Centricity 78

NobelBiz

FEBRUARY 27, 2024

Call4You Marketing implemented NobelBiz Omni+, an advanced, full-featured cloud contact center solution equipped with an impressive stack of options and features that can be easily integrated, customized, and optimized to any contact center use case. It provides insight into the overall customer relationship and satisfaction.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

Beyond Philosophy

JUNE 12, 2015

RICOH Canada recently increased their Net Promoter Score (NPS) from 25 to 59 in 30 months, an improvement of 34 points using many of our philosophies. It became part and parcel of our on-going communication and worked its way into the fabric of the organization culturally.”. Reserve your spot today!

Net Promoter Score 60

Net Promoter Score Customer Experience NPS Trends 60

Michel Falcon Experience

APRIL 23, 2019

I wanted to start sharing stories from companies you might not be too familiar with to give evidence that regardless of your industry or size of company, you too can become a case study. To truly build a people-first culture, you must include EVERYONE in your company to deliver experiences like these.

Company 95

Company Customer Experience Customer Service Net Promoter Score 95

Second to None

NOVEMBER 11, 2023

Read more: “Daily Solutions for Creating a Culture of Engagement.” Low customer satisfaction scores may be attributable to specific causes, like wait times. Case Study: learn how we helped Whole Foods evaluate operational and service elements and enhance the in-store experience for customers. Employees are late or absent.

Employee Engagement 62

Employee Engagement Engagement Net Promoter Score Metrics 62

NobelBiz

SEPTEMBER 3, 2024

Lack of appreciation, insufficient remuneration, high stress levels, and poor work culture will spur detachment in agents from their work and lower performance. Net Promoter Score (NPS): Gauges customer loyalty; a low score may indicate broader issues affecting productivity.

Call Center 98

Call Center How To First Call Resolution Contact Center 98