InteractionMetrics

FEBRUARY 20, 2025

Your Net Promoter Score (NPS) isntjust another numberits a direct reflection of customer trust and customer loyalty. A high NPS means happy customers who are eager to spread the word about your business, fueling growth and strengthening your brand reputation. Dig Deeper into Your Scores Your NPS is an outcome, not an isolated metric.

NPS 52

NPS Net Promoter Score Strategy How To 52

AskNicely

APRIL 4, 2018

Operationalizing customer feedback at Fleetio required an always-on approach to NPS. We decided Net Promoter Score (NPS) was the best way to do that.”. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study. Get the Case Study. Wendy Pochop.

Net Promoter Score 150

Net Promoter Score Feedback Case Study Competitive Advantage 150

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

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

BirdEye

AUGUST 3, 2023

6 Customer satisfaction metrics to start measuring 5 Best practices for customer satisfaction 2 CSAT alternatives: CES & NPS How to use CSAT as your differentiator? 2 CSAT alternatives: CES & NPS While the CSAT score is a widely used metric, several alternative methods exist to measure customer experience and satisfaction.

Customer Satisfaction 98

Customer Satisfaction Customer Centricity Culture Effort Score 98

The DiJulius Group

JANUARY 8, 2024

KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when. Read Full Article The post KeyBank’s Obsession over Client Experience Sends their NPS and CSAT Scores Soaring appeared first on The DiJulius Group.

NPS 98

NPS Contact Center Conference Culture 98

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). the question of NPS for your company:? Pitfall #1: NPS reports aren’t showing the full picture.

NPS 96

NPS Net Promoter Score Company Roadmap 96

Experience Investigators by 360Connext

APRIL 28, 2017

Several customer experience case studies confirmed this idea at Medallia’s Experience 2017 conference. Here are some valuable lessons from the customer experience case studies presented at Experience 2017. “Your store dropped 1% in NPS scores this month!” It’s all about your people.

Case Study 152

Case Study Airlines Conference Wait Times 152

CX Workout - Ideas Blog

NOVEMBER 17, 2020

We’ve seen this situation all too often: The C-Suite lives and dies by the NPS score. And every time the latest NPS score is released, the anxiety is palpable as everyone asks the inevitable next question: Why? Why is NPS on the decline? Why is NPS increasing? Why is NPS increasing? A Typical Case Study. .

NPS 76

NPS Analysis Poor Customer Service Case Study 76

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

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

DCX

DECEMBER 29, 2024

Unf*ck Your CX: NPS Is Lying to You The Paper Passport Is Fading: What It Says About Our Future Zero Complaints: The Path to Continuous Value Creation Gamified Fitness: What Whoop Can Teach Us Why it matters: Whoop , the $3.6 What’s wrong with NPS? NPS is just one piece of the puzzle. That’s like driving blindfolded.

NPS 52

NPS Gamification Effort Score Customer Centricity 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

TechSee

JUNE 11, 2019

Conversely, when trying to improve NPS, agents would often spend additional time building relationships with their customers, driving up call durations. All metrics progress simultaneously, reinventing contact center culture and improving the bottom line, thanks to significant cost savings and higher customer retention.

Self Service 117

Self Service Technology Customer Service Contact Center 117

Experience Investigators by 360Connext

MAY 15, 2024

This massive conference brings together 10,000+ experience management professionals to discuss what’s next, share case studies, and more. There’s a culture component to it, a conscious culture change around how we think about customers. It really is transformational in building this into the culture.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Culture 143

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. He describes RICOH Canada’s first NPS score as “absurdly low.”

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. How great would it be to champion the impact of proactive support on NPS? Google is your friend.

Customer Service 120

Customer Service How To Case Study NPS 120

TechSee

JANUARY 25, 2023

Mark produced and led global customer experience programs leveraging NPS and a closed-loop process improvement at multiple companies. She is responsible for strategy and global business execution, contributing to the Best in Class NPS for IBM Support. She is responsible for an over $300M operating budget, supporting over 350K SKUs.

Management 41

Management Automotive Leadership Effort Score 41

Thematic

MARCH 30, 2025

It improves your NPS and survey engagement. Fast follow-up matters: companies that respond within 48 hours see a 6-point lift in Net Promoter Score ​ (NPS). The Link Between NPS Survey and Customer Churn At Thematic, we’ve looked at churn data across all NPS scores and found that churn is present across all responses.

Feedback 62

Feedback Roadmap Effort Score NPS 62

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). Customer Satisfaction Surveys (CSAT).

Measurement 118

Measurement Effort Score Customer Experience Data 118

SurveySensum

NOVEMBER 28, 2023

Have you ever launched an NPS or CSAT survey and wondered – ‘What am I going to do with all this data?’ NPS and CSAT are more than just customer satisfaction measuring tools, they serve as instruments to gauge satisfaction, enhance overall customer experience, and foster customer loyalty. How to analyze it? Let’s find out!

Automotive 52

Automotive NPS Feedback Case Study 52

Wootric CX Blog

MAY 12, 2020

You’ve seen a few case studies claiming it’s the only number you need to measure. As a SaaS company with SaaS customers like Zoom, DocuSign and Hubspot, we have a unique perspective on NPS in cloud software. Wait, what is NPS exactly? Don’t let your NPS data turn into a dusty pile of unused information.

Net Promoter Score 98

Net Promoter Score NPS Effort Score Survey 98

Strativity

DECEMBER 15, 2014

Employees can better explain product differentiators to customers, and, ultimately, NPS went from -30 to 54 in 12 months.”. Customer journey mapping, if properly implemented, can be the key to creating a customer-centric culture at your organization.”. For more information, visit [link].

Customer Journeys 40

Customer Journeys Case Study Study Report 40

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

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

ShepHyken

FEBRUARY 28, 2020

He did this by performing a technique that you wouldn’t find in any sales training book or case studies on the best sales techniques. I want the end results – the high NPS scores, the fabulous customer reviews, the customer journey that makes users smile with joy and want to tell others about your product.

Roadmap 123

Roadmap Sales Airlines Case Study 123

SurveySensum

NOVEMBER 6, 2023

They both launched NPS surveys to assess and enhance overall satisfaction and loyalty. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software. They both conducted similar NPS surveys, launched simultaneously, and analyzed the data using robust NPS software.

NPS 52

NPS Feedback Effort Score Customer Journeys 52

DCX

FEBRUARY 11, 2025

📌🚀Grab my Free CX Leader’s Guide to Organizational Buy-In Ready to cultivate a customer-obsessed culture? Examples : Call deflection from better self-service, higher NPS from faster support, more retention from proactive outreach, reduced onboarding time, improved checkout experience, or personalized support responses.

Self Service 52

Self Service Leadership Comparison Report 52

ClientSuccess

MARCH 9, 2020

While there are many different measurements of success in the industry, many CSMs are tracked and measured against KPIs like account expansions, customer churn or attrition, NPS score, or even the total calculated lifetime value of an account. These are often hard numbers that executives can easily measure or account for.

Customer Success 97

Customer Success Customer Experience Case Study Customer relationships 97

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. There are some great brains out there that break all this down into case studies and tactics that leaders can really use to better serve their customers. Try it and see. #cx

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CX Journey

AUGUST 29, 2018

This enables him to avoid two common pitfalls: too many CX speakers mislead their disciples into believing it is either all about technology solutions or all about people/culture. All businesses who’ve succeeded at CX have developed both. Communication : keeping the CX journey alive, so everyone can see progress and ideals.

Case Study 86

Case Study Hotels Consulting Culture 86

customer sure

FEBRUARY 1, 2023

Showing how it’s done Part of the success of their approach, undoubtedly, has been the culture shift internally. And we have a heap of case studies to prove it. Thankfully, for our customers, we’ve been doing this for a while and have the knowledge to help make it a success for the organisations we work with.

Insurance 62

Insurance NPS Feedback Net Promoter Score 62

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. My Comment : If you’ve been following my work, you know that I am a big fan of NPS (Net Promotor Score).

Net Promoter Score 0

Net Promoter Score Customer Service Infographics Contact Center 0

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). Customer Satisfaction Surveys (CSAT).

Measurement 90

Measurement Effort Score Customer Experience Data 90

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Is it NPS? ©2015 suitecx – Confidential Is it NPS? Starting to cause some ‘NPS fatigue’ for both customers and employees. Doesn’t necessarily work across all cultures. Link between company growth and NPS is being contested. Can’t see before and after actions.

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Totango

AUGUST 21, 2020

Case Study: Monster. These engagements are triggered by customer behavior, such as by a drop in product use or slow adoption after onboarding, or by events like opening a support ticket or a response to an NPS score. . Case Study: Zoom. Case Study: SevenRooms. Customer Success Is a Team Sport .

Customer Success 78

Customer Success Case Study Self Service Customer Centricity 78